AccountId: 011433970860
ContactId: 96e5a446-d193-4fb9-a015-1629974dafa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285750 ms
Total Talk Time (AGENT): 124695 ms
Total Talk Time (CUSTOMER): 185802 ms
Interruptions: 10
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/96e5a446-d193-4fb9-a015-1629974dafa0_20250306T19:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is. How may I help?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling to, um, find out a little I'm a doctor's office and a patient has his insurance but we haven't heard of it, so I'm trying to find out if there's a network or.
[CUSTOMER][NEUTRAL] Um, and verify benefits, I guess.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] Check and see my name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And so did you say that this is for benefits in a doctor's office?
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, yeah, we have a new, uh, patient who wants to be a new patient here, but I haven't heard of this insurance so I don't think we have a contract, but if you have a.
[AGENT][NEUTRAL] OK. What, what's the policy?
[CUSTOMER][NEUTRAL] Uh, her policy, like I have a member number, does that work?
[AGENT][NEUTRAL] Uh, if it starts with a D, that's not ours. Uh, do you have the card, ID card?
[CUSTOMER][NEUTRAL] Uh, no, she just called in, um, it's an APL.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And it's a 0 it's a number uh 002451983.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that sounds right and what's a good phone number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I tried to like,
[CUSTOMER][NEGATIVE] Go online and see but I couldn't figure it out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] You gave me [PII]. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Give me [PII].
[CUSTOMER][NEUTRAL] Her name is [PII] [PII].
[AGENT][NEUTRAL] OK, now, so her policy is not administered by by uh American Public Life, it's administrated by Web TPA, which is a different company. Um, I can give you that that name should be on that card and the phone number, uh, which is [PII].
[CUSTOMER][NEUTRAL] The policy is not administered by by uh American Public Life. It's administered by TPA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] on that car.
[CUSTOMER][NEUTRAL] uh which is 866.
[AGENT][NEUTRAL] Oh, you don't have the card yet because you've not seen the patient. OK, got it. So I'll give you.
[CUSTOMER][NEUTRAL] I, I don't, yeah, but.
[CUSTOMER][NEUTRAL] Um, but I can still take the number and call, yeah.
[AGENT][NEUTRAL] Take the number down. OK. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name of the company is Web dash TPA.
[CUSTOMER][NEUTRAL] And the name of the company is Web dash TCA.
[AGENT][NEUTRAL] And the number that you provided is correct. Um, I think they may put an extra 0, add an extra 0 to the front of the number.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] But I'm gonna go ahead and transfer you over if you would like.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL if no other questions, [PII], have a good day, right?
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] In one moment.
[CUSTOMER][NEUTRAL] Welcome to Web TPPA.
[CUSTOMER][NEUTRAL] Due to severe winter weather, you may experience longer wait times. As this is not an urgent matter, please call back at a later date. Thank you for your patience.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][NEUTRAL] Thank you for calling customer service. My name is [PII]. May I have the member ID number please?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with American Public Life. Uh, the number that I have is 002451983. Are you all having bad weather on your end?
[CUSTOMER][NEUTRAL] No, not over here. I'm located in [PII] and it's just pretty windy, but other than that, not bad weather I would call it.
[AGENT][NEUTRAL] OK, it's on your automated system when we call.
[CUSTOMER][NEUTRAL] 00, you know what that.
[AGENT][NEUTRAL] That's why I was, maybe it's different, different locations.
[CUSTOMER][NEGATIVE] I know we were having it Monday and Tuesday, but it passed.
[AGENT][NEUTRAL] OK, all right. So I have [PII], she is with the provider's office.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, uh, can you verify the member's first and last name she's calling for?
[AGENT][NEUTRAL] And she
[AGENT][NEUTRAL] Oh, I guess you need that, right?
[AGENT][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I was gonna give you the policy number, it should pull up the patient.
[CUSTOMER][NEUTRAL] OK, just the date of birth because I was able to pull up [PII].
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][POSITIVE] Awesome, is she calling for benefits or claims?
[AGENT][NEUTRAL] Eligibility and benefits.
[CUSTOMER][POSITIVE] OK, you can transfer her over thank you [PII].
[AGENT][POSITIVE] All right. You're welcome. Thanks, [PII]. Here, here she comes.