AccountId: 011433970860
ContactId: a93ed7ca-4369-4f75-b116-c764a5a8a677
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314260 ms
Total Talk Time (AGENT): 98899 ms
Total Talk Time (CUSTOMER): 122593 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/a93ed7ca-4369-4f75-b116-c764a5a8a677_20250211T13:59_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I was calling to verify a patient's coverage, please.
[AGENT][NEUTRAL] Yeah, can I help you? What's your name?
[CUSTOMER][NEUTRAL] My name is [PII]. And do I hear you right, [PII]?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh-huh. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have 776-400.
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so I show this policy is administered by uh web TPA uh so I'll need to get you transferred over to that location. You're speaking with American Public Life.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, it told me to call on the back of the card to call for eligibility.
[CUSTOMER][NEUTRAL] Um, as far as I could tell, so, yeah.
[AGENT][NEGATIVE] But for benefits it should have given a different number on the card.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Let me look, yeah, let me just verify.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The insurance card.
[CUSTOMER][NEUTRAL] Call American Public Life for billing and eligibility inquiries.
[CUSTOMER][NEUTRAL] That's what the card says.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Yeah, we can verify web TPA on avail, but this one might be a little different.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yeah, on the front of the card it says for benefits and claims inquiries call [PII] OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yeah, I got it. Yeah, are you gonna transfer me or give me the number?
[AGENT][NEUTRAL] I, I am. I just wanted to clarify what was on the card, so I see the back for premium.
[CUSTOMER][NEUTRAL] Yeah, I have an old card then. Yeah, [PII].
[AGENT][MIXED] Premium inquiries and service other than claims and benefits OK other than um it's 866 and it should be on the front of the card 866-975.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] No, it's not on the card. Are you sure that that's who I should call cause I have, I have a patient here. You can't verify it.
[AGENT][POSITIVE] Positive.
[AGENT][POSITIVE] Positive. And if you're ready.
[CUSTOMER][NEUTRAL] OK. [PII]. OK. All right, thanks for your time.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You got it. And let me get you're welcome. Let me get you transferred, [PII]. one moment.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited.
[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. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] with American Public Life. I have a provider on the phone that's wanting to verify eligibility and benefits for a member.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have a policy number of 00.
[CUSTOMER][NEUTRAL] May I have your ID number?
[AGENT][NEUTRAL] 77
[AGENT][NEUTRAL] 64.
[AGENT][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] OK OK, patient's name?
[AGENT][NEUTRAL] It's gonna be [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh oh, I don't, not, not on that number.
[AGENT][NEUTRAL] Add a 0, add another 0 at the beginning.
[CUSTOMER][NEUTRAL] 700, OK.
[AGENT][NEUTRAL] Yeah, I think it's the same as ours, but you guys add zeros in the front.
[CUSTOMER][NEUTRAL] OK, darling.
[CUSTOMER][POSITIVE] There she is. Yes, I have her now. Yes, got it now.
[AGENT][NEUTRAL] Do you see it?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, and I'll go ahead and get uh [PII] transferred over to you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank thank you [PII] have a good day.
[CUSTOMER][NEUTRAL] Yeah