AccountId: 011433970860
ContactId: b3dad741-8bcb-48eb-b7de-2041882346ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218779 ms
Total Talk Time (AGENT): 91720 ms
Total Talk Time (CUSTOMER): 64344 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b3dad741-8bcb-48eb-b7de-2041882346ac_20250602T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII], and I have medical insurance with you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I am trying to find out about the copays.
[AGENT][NEUTRAL] Um, co-pays for, uh, your policy with us.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, because what it is, uh, my wife went to the doctor.
[CUSTOMER][NEUTRAL] But they said they couldn't get the copay.
[AGENT][NEUTRAL] OK, do you mean like uh for a secondary medical policy?
[CUSTOMER][NEUTRAL] For the office
[AGENT][NEUTRAL] That you have with us?
[CUSTOMER][NEUTRAL] Yeah, I wanna say so.
[AGENT][NEUTRAL] OK, let's go ahead and get that pulled up. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, so yeah, because I was just trying to find out because this is the first time I ever called, so.
[AGENT][NEUTRAL] You're fine. Yeah, we can get that uh.
[CUSTOMER][NEUTRAL] Well, what information you
[AGENT][POSITIVE] Go ahead, I'm so sorry.
[CUSTOMER][NEUTRAL] But I'm listening
[AGENT][NEUTRAL] Sure, OK, yeah, I was gonna say let's just go ahead and get your policy pulled up, um, and we'll take it from there and see what we can do for you. What was your name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And then before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, the number number is 018.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 320.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] All right, and just gonna verify some information really quick. uh [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Perfect thank you so much for verifying that information. OK, so for this kind of policy, [PII], um, I am unable to view um the policy or any benefits or anything like that that is handled through, uh, they're called Web TPA so I can give you their phone number and then I can transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, do you want me to go ahead and give you their phone number?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you call that number, you would select option 3.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Option 3, OK.
[AGENT][NEUTRAL] Yes sir. Do you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Uh, yes, that'd be fine.
[AGENT][NEUTRAL] OK, I'm just gonna put you on a hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] And I mean you have a good day too.
[AGENT][POSITIVE] Thank you. Bye bye.
[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.