AccountId: 011433970860
ContactId: a4b209dd-c155-41af-bebd-fc9b6332ff22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320480 ms
Total Talk Time (AGENT): 143443 ms
Total Talk Time (CUSTOMER): 122262 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a4b209dd-c155-41af-bebd-fc9b6332ff22_20250210T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I wanted to see if you guys can help me find a um physician in my area.
[AGENT][NEUTRAL] What type of policy do you have?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure honestly. Well, I know that it says um group, I'm not sure honestly, it's my dad's so.
[AGENT][NEUTRAL] OK, what, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 660
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 98
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, what would that be me or?
[AGENT][NEUTRAL] And what is, what
[AGENT][NEUTRAL] Yeah, I'm sorry I'm thinking your provider.
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[AGENT][NEUTRAL] So you're dependent on the policy?
[CUSTOMER][NEUTRAL] No, my father is.
[AGENT][NEUTRAL] So you are dependent on your dad's policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so this is a dental policy.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] And so you're wanting dental, you want a list of dental providers?
[CUSTOMER][NEUTRAL] No, um, does it it only covers dental?
[AGENT][NEUTRAL] The policy number that you gave me is dental. Um, I do show that there is a medical policy, but it's administered by a different company.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me give you the policy number for the medical plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is 256-6.
[AGENT][NEUTRAL] 174.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the.
[AGENT][NEUTRAL] Uh, I'm gonna get you transferred over there, but I'm gonna go ahead and give you their phone number as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I think I'm losing my voice. Oh my gosh.
[AGENT][NEUTRAL] The phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name of the third party administrator who handles your medical policy is Webb TPA, so WEB dash T as in Tom, [PII] as [PII] A.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they will be able to assist with um who the network is if there be a network of contracted providers um or if you can just choose a provider of your choice OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll get you transferred over, give me one moment. Did you have any other questions before we transfer?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] OK, you're welcome thanks for calling APL, Jacqueline and have a good day.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program underwritten by American Public Life.
[CUSTOMER][NEUTRAL] Due to severe winter weather, you may experience longer wait times. If 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][POSITIVE] Thank you for calling customer service. My name is [PII]. How may we assist you today?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] with American Public Life, um.
[AGENT][NEUTRAL] I have, um, she is [PII] is a dependent on her father's policy.
[AGENT][NEUTRAL] Um, the policy number is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Get back to that screen it's 25 002566174.
[CUSTOMER][NEUTRAL] Uh-huh, is that on Jack and Drew then birth date?
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Uh, [PII] is the date of birth and I don't know if there's a network of contracted providers uh with this with this plan, but she's wanting to verify that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, sure, I'm gonna give her the number she put in her contacts. I'm gonna help her set it all up.
[AGENT][NEUTRAL] OK, let me know when you're ready for me to transfer.
[CUSTOMER][NEUTRAL] I am so doesn't sound like you, you're feeling real well today, is that true?
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Well, I've been having a cough and I think I'm losing my voice. I don't want to confess that, but that's kind of where it seems like it's going.
[CUSTOMER][POSITIVE] Yeah [PII], I'm sorry to hear that. I don't ever hear that from you all these years. Anyway, [PII], you go ahead and, yeah, bless your heart. I hope you get to feel better. Uh, give me [PII] hold on and I'll set her up and give her the number and everything for the network get her over to them, OK.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you so much. Have a good day. Here she comes.
[CUSTOMER][POSITIVE] You're welcome. You too. Thank you for all your help.
[AGENT][NEUTRAL] Uh, you too.