AccountId: 011433970860
ContactId: b3a94c85-c601-4426-8df5-e16249929596
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376239 ms
Total Talk Time (AGENT): 108127 ms
Total Talk Time (CUSTOMER): 187973 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b3a94c85-c601-4426-8df5-e16249929596_20250326T20:15_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] Yes, I have a question. I'm calling about a, um, a recent a claim um that I have a question about.
[AGENT][POSITIVE] OK, I can definitely help you with your claim. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] I might.
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] Policy number is going to be hang on let me get back to it.
[AGENT][POSITIVE] Mhm. Take your time.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The policy er OK, is that the 0174.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 0400.
[AGENT][NEUTRAL] 0174 0400.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Here we go, and I just need to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, well, mine is [PII]. Uh, it's under my dad, um, so do you need his mailing address because his, his [PII].
[AGENT][NEUTRAL] OK, yes, your, um, it's fine, your date of birth and and his mailing address, that's fine, and thank you for verifying. And so is the claim, um, would it be for your dad or it's for you?
[CUSTOMER][NEUTRAL] I just me.
[AGENT][NEUTRAL] OK, hold on, let me go to you.
[CUSTOMER][NEUTRAL] It's the uh there was an updated EOB back in December.
[AGENT][NEUTRAL] Back in. Is this for your dental policy?
[AGENT][NEUTRAL] Or the medical.
[CUSTOMER][NEUTRAL] No medical, medical.
[AGENT][NEUTRAL] OK, hold on. This is the dental policy. Hold on one second.
[CUSTOMER][NEUTRAL] Daddy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I missed you back.
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] There's no candy, no candy.
[AGENT][NEUTRAL] OK, so for your medical policy, the claims are through web TPA, so we don't have access to the claims. Um, if you like, I can give you their number and transfer you to get a representative for you and transfer you over if you'd like.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, let me get that. Hang on a second.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir, that's Web TPA that's who processes your claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And before I transfer you over, was there anything else I could assist you with here at APL?
[CUSTOMER][POSITIVE] That is it. Thank you so much.
[AGENT][POSITIVE] Well, you're very welcome and thanks for calling APL. Hold on one moment for your transfer, OK?
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[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 1. For information and phone numbers for the Beach Street PPO network, please press 2.
[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 3 now or simply stay on the line and someone will assist you. Thank you.
[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][NEUTRAL] Thank you for calling customer service. My name is [PII]. May I have the member ID number?
[AGENT][NEUTRAL] Hi [PII], the member ID number is one, well, uh, so I'm calling from APL. Would that be the same as ours?
[CUSTOMER][NEUTRAL] Yeah, it will uh huh.
[AGENT][NEUTRAL] OK, so it's 174.
[AGENT][NEUTRAL] 0401.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. And what was your name? I'm sorry, just for my notes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And what is the member's first name, last name, and date of birth?
[AGENT][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome and is he calling for benefits or claims?
[AGENT][NEUTRAL] Claims.
[CUSTOMER][POSITIVE] OK, you can transfer him over thank you.
[AGENT][NEUTRAL] Alright thank you you're welcome hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK my name is [PII]. Yes.
[AGENT][NEUTRAL] Hello, Chase.
[CUSTOMER][NEUTRAL] Yes. OK, hi Chase, my name is [PII]. I'll be the customer service rep for this call.