AccountId: 011433970860
ContactId: a13edcc6-1a0d-4944-9a76-41a6b58f58ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193110 ms
Total Talk Time (AGENT): 77409 ms
Total Talk Time (CUSTOMER): 91909 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a13edcc6-1a0d-4944-9a76-41a6b58f58ba_20250429T18:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, I was just calling to get um benefits and eligibility on one of our patients here.
[AGENT][NEUTRAL] OK, you have one patient that you're needing benefits and eligibility for, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It will be.
[CUSTOMER][NEUTRAL] 02054528.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], any information that I'm able to provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth, uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So actually on this policy, [PII], there is another company that you will need to speak to to verify eligibility and benefits, and that company is called Web.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] TPA.
[AGENT][NEUTRAL] And I can give you their phone number but I can also connect you but just in case we get disconnected for some reason during the transfer you could call them directly.
[AGENT][NEUTRAL] And their phone number is [PII].
[CUSTOMER][POSITIVE] Yes ma'am please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] your.
[AGENT][NEUTRAL] [PII] and again that is Webb PPA.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Well, you're very welcome. So is there anything else that I can help you with today before I transfer you?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you as well. So one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program underwritten by American Public Life Insurance Company. If this is an emergency, please hang up and dial [PII].
[CUSTOMER][NEUTRAL] If you are a member calling about your premium billing or need to make changes to your account such as an address change, add or drop a dependent, or wish to modify your coverage in any way, please call American Public Life at [PII]. If you are a physician or hospital calling to verify medical eligibility, please press 1. For information and phone numbers for the [PII] PPO.
[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.