AccountId: 011433970860
ContactId: a426a914-0d7c-4d3e-b863-9c843a9e3717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259119 ms
Total Talk Time (AGENT): 80262 ms
Total Talk Time (CUSTOMER): 124608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/a426a914-0d7c-4d3e-b863-9c843a9e3717_20250508T16:58_UTC.wav
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[AGENT][NEUTRAL] afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to check on a claim for one of our patients.
[AGENT][NEUTRAL] OK, you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 02229730
[AGENT][NEUTRAL] OK, thank you, [PII]. One moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And any information [PII] that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][NEUTRAL] OK, thank you. So actually from Mr. [PII] policy, [PII], there is another company that you'll need to speak to regarding claim status, and that company is Webb, uh-huh, Webb TPA.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] And I can give you their phone number and I can also connect you with them.
[AGENT][NEUTRAL] Their number is [PII]. Again, that's [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Alright, and is there anything else that I could help you with today, [PII], before I connect you over to web TPA?
[CUSTOMER][NEUTRAL] No, I think that's
[AGENT][POSITIVE] OK, well then thank you so much for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you so much. So one moment, please.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the Limited Benefit Health Insurance program underwritten by American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] 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 you wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] For questions regarding pharmacy services, please contact CareMart at [PII]. Please note, using a PPO provider can reduce the amount you pay out of pocket for services you receive.
[CUSTOMER][NEUTRAL] Network discounts continue after you have exceeded the maximum allowed visits, testing days, and hospital confinement days. Please call [PII] to locate a provider in the [PII] network.
[CUSTOMER][NEUTRAL] This call may be recorded for quality assurance and training purposes.
[CUSTOMER][NEUTRAL] If you are calling on behalf of a hospital, physician, or other provider of services, please say provider or press one now.
[CUSTOMER][POSITIVE] I can help you with things like eligibility, benefits, claim status, and more.
[CUSTOMER][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] Claim status.
[CUSTOMER][NEGATIVE] I'm still having trouble understanding.
[AGENT][NEUTRAL] Claim status.
[CUSTOMER][NEUTRAL] Let me transfer you to someone who can help, but first I need some additional information.
[CUSTOMER][NEUTRAL] Please say your first and last name.
[CUSTOMER][NEUTRAL] Sorry.