AccountId: 011433970860
ContactId: a394382e-78b4-424f-ba08-8802b095ff1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307079 ms
Total Talk Time (AGENT): 89771 ms
Total Talk Time (CUSTOMER): 110809 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/a394382e-78b4-424f-ba08-8802b095ff1f_20250106T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Advanced Urology Surgery Center, and I'm sorry to get your name again?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], OK, how you doing [PII]? um.
[CUSTOMER][NEUTRAL] I have a patient that's having an outpatient procedure. I need to see if authorization will be required.
[AGENT][NEUTRAL] OK. And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's
[CUSTOMER][NEUTRAL] Urology surgery center.
[AGENT][NEUTRAL] OK, you're cutting in and out, [PII].
[CUSTOMER][POSITIVE] I know I have a phone problems, so I do, I do apologize.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's OK. And so I did uh hear you want outpatient facility benefits or hospital benefits?
[CUSTOMER][NEUTRAL] Yes, uh, well, just I need to see if authorization would be required and and if they have an active policy with you all.
[AGENT][NEUTRAL] OK, eligibility and verified authorization is required for that service, got it. um, what is the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, 1487439.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, so this policy is administered by Web TPA which is a different company.
[AGENT][NEUTRAL] Um, let me give you their phone number, and then I can also transfer you to that location as well if you would like.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] You said what CPA, OK, and what is that?
[AGENT][NEUTRAL] With TPA and their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And hold the line just a second and I.
[CUSTOMER][NEUTRAL] Alright, and it's it's a different.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] You're gonna transfer me? OK, I'm sorry you're gonna transfer me.
[AGENT][NEUTRAL] Yeah, it's a, they administer this policy.
[AGENT][NEUTRAL] Instead of APL
[CUSTOMER][POSITIVE] Oh, OK, thank you. OK, thank you so much. Mhm.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Alright, if no other questions, thanks for calling APL [PII]. Have a good day. Give me one second to get you connected.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator.
[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][POSITIVE] Thank you for calling customer service. My name is [PII]. How may we assist you today?
[AGENT][NEUTRAL] Hi [PII]. This is [PII] with American Public Life Insurance Company. Um, I have a provider's office on the phone speaking with [PII].
[CUSTOMER][NEUTRAL] Uh huh OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she's just wanting to verify eligibility if and if authorization is required for a surgery.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what's the member ID number?
[AGENT][NEUTRAL] It's 001.
[AGENT][NEUTRAL] 487.
[AGENT][NEUTRAL] 439 [PII].
[CUSTOMER][NEUTRAL] Right, [PII] birthday.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII], um, you're gonna, I know you're putting over the, oh yeah, you said [PII], right? The call is [PII], yeah, OK. Alright, well, alrighty, I'm ready, [PII], thank you for all you do.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely, same to you. Give me your name again.
[CUSTOMER][NEUTRAL] [PII], I've talked to you for years, you know.
[AGENT][NEUTRAL] [PII], I speak with you all the time.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Alright, I will get [PII] connected, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you for your help, uh, again, [PII].
[AGENT][POSITIVE] Thank you, [PII]. You're, you're welcome. Have a good day.