AccountId: 011433970860
ContactId: a2fbb86d-0173-447a-8bf9-93faf3536ba3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 645739 ms
Total Talk Time (AGENT): 154412 ms
Total Talk Time (CUSTOMER): 175976 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/a2fbb86d-0173-447a-8bf9-93faf3536ba3_20250317T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, how you doing [PII]? Um, I was trying to
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Follow up on some um claims that haven't been paid by the insurance and.
[CUSTOMER][NEUTRAL] Earlier I had called and said they said that I didn't have it showing, but then I called UTBA and they said I did, y'all should have it and.
[CUSTOMER][NEUTRAL] I'm just trying to verify I guess to make a claim to pay my bills that I had insurance at the time.
[AGENT][NEUTRAL] OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me get my card. I let me see.
[CUSTOMER][NEUTRAL] I do with it.
[CUSTOMER][NEUTRAL] I I do it.
[AGENT][NEUTRAL] Was it a dental policy or a medical policy?
[CUSTOMER][NEUTRAL] No, medical.
[AGENT][NEUTRAL] OK. And what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What do I call it.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um let's see.
[AGENT][NEUTRAL] And what state do you reside in, please?
[CUSTOMER][NEUTRAL] I live in [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Still searching.
[CUSTOMER][NEUTRAL] I had a card earlier. I can't.
[CUSTOMER][NEUTRAL] That girl.
[CUSTOMER][NEUTRAL] Alright, I have it now. Do you need you need the number?
[AGENT][POSITIVE] I do, yes.
[CUSTOMER][NEUTRAL] OK, my member number is 0231.
[CUSTOMER][NEUTRAL] 3887.
[AGENT][POSITIVE] OK, let me get that pulled up, thank you.
[AGENT][NEUTRAL] OK, and you state your name is Mr. [PII], and Mr. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and what's your call back number if we were disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify your complete mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the last thing to verify is your email address.
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for providing that.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I show that the policy is active now you want to check on some claims that were not paid, so now you want to check on claim status.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now do you have a date of service in mind?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a total charge billed?
[CUSTOMER][NEUTRAL] $247 and something cents on the $247.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is that the only date of service?
[CUSTOMER][NEGATIVE] Yes, well, I don't, well, it should be because I did go to one in March. I don't know about y'all paying that one or not, but the December ones, the bill that I received that y'all didn't pay anything on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I said [PII]. OK, alright, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now to check the claim status of it, I will have to transfer your call. That's why I was just trying to get all the information from you before I have to transfer your call to Web TPA. But again, that was [PII] for $247 and some change.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Is that correct? Correct.
[CUSTOMER][POSITIVE] Yes it is, yes.
[AGENT][NEUTRAL] OK, alright, one moment please and if we are disconnected, um, by any chance, can I please provide you the number to web TPA please that way you'll have it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, the number is.
[AGENT][NEUTRAL] I'm so sorry. Can I put you on hold for one quick moment, please?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for your patience with me. I appreciate that. The number is 866.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] 1458.
[AGENT][NEUTRAL] Yes, certainly if you would please hold for the transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[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 Beach Street PPO network, please press 2.
[CUSTOMER][NEUTRAL] For questions concerning pharmacy services, you may contact Caremark at [PII].
[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.
[AGENT][NEUTRAL] Closer.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, OK. I just want you to know that I'm on hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm sorry about, I'm so sorry. um, just bear with me, OK?
[AGENT][NEUTRAL] And I apologize for the music is loud. OK, I just want to know I'm on hold.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[AGENT][POSITIVE] OK, OK, good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] if you like, Mr. [PII], I can.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if you like, I can, um,
[AGENT][NEUTRAL] I can leave the call and let you remain on hold again you're on hold with the web TPA.
[CUSTOMER][NEUTRAL] Yeah, that's fine. Yeah, that's fine.
[AGENT][POSITIVE] OK, alright. OK, alright, thank you, sir, and thank you for calling. You have a great day, sir. Thank you.
[AGENT][POSITIVE] Mm thank you.
[CUSTOMER][POSITIVE] OK thank you.