AccountId: 011433970860
ContactId: b29a9625-b59f-4b27-97d2-fa6d5a0d935e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276880 ms
Total Talk Time (AGENT): 79949 ms
Total Talk Time (CUSTOMER): 131406 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/b29a9625-b59f-4b27-97d2-fa6d5a0d935e_20250324T19:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII], this is [PII] calling from provider officer checking on team status. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII], how are you?
[CUSTOMER][POSITIVE] I'm doing good. May I know your last name, [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah, can we go to the same address?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Mm hello?
[AGENT][NEUTRAL] Yes, I didn't get, I didn't hear your question. Can you repeat that, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, can I, can we go ahead with the claim status?
[AGENT][NEUTRAL] Yes, after I get the information I need, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. That is.
[CUSTOMER][NEUTRAL] 1487439
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, ma'am. His name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this um product is not administered through APL, so their claims go through web TPA. I can give you the phone number to WebTPA and transfer you over for the claim status.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can you please answer the call to them?
[AGENT][NEUTRAL] Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much for the information and um.
[AGENT][NEUTRAL] You're welcome. Thanks for calling APL. Hold on one moment for your transfer.
[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 [PII]. For information and phone numbers for the Beach Street PPO network, please press [PII].
[CUSTOMER][NEUTRAL] For questions concerning pharmacy services, you may contact Caremark at [PII]. To speak to a customer service representative regarding any other issues, please press [PII] now or simply stay on the.
[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 may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with APL. Um, I have a provider on the other line that needs a claim status for one of our mutual um insured.
[CUSTOMER][NEUTRAL] Uh, sure, what's the member ID?
[AGENT][NEUTRAL] It is, well, for APL is 1487439.
[CUSTOMER][NEUTRAL] And the patient's name, date of birth?
[AGENT][NEUTRAL] It's [PII], um, date of birth is [PII].
[CUSTOMER][POSITIVE] Thank you ma'am you can go ahead and transfer her over.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][POSITIVE] Thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, fine. Thank you so much for the information. Hi [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, and can I get the member's name and date of birth?