AccountId: 011433970860
ContactId: b646c995-446d-4565-90a8-c25efd5b1215
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280260 ms
Total Talk Time (AGENT): 121727 ms
Total Talk Time (CUSTOMER): 83330 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b646c995-446d-4565-90a8-c25efd5b1215_20250623T14:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. Could you please spell your name? I missed your name.
[AGENT][NEUTRAL] It's OK, it's [PII], and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, what can we help you with today?
[CUSTOMER][NEUTRAL] Uh, well, actually, we have received a check from American Public Life Insurance Company. So I need uh EOB. Could you please help me with that?
[AGENT][NEUTRAL] Yeah, I can send that EOB to you. Um, so can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, no. Actually, I do have like check number, check date, and the check amount.
[AGENT][NEUTRAL] OK, I wouldn't be able to start using check information. Do you happen to have the claim number?
[CUSTOMER][NEUTRAL] Uh, no. Yeah, I actually missed some pages. I do have like only a check copy here.
[AGENT][NEUTRAL] OK, so I wouldn't be able to start using check information um let's see, do you have the social for the member?
[CUSTOMER][NEUTRAL] Uh, no, [PII]. I don't have any information.
[AGENT][NEUTRAL] OK, um, the only other way I can search is if you wouldn't mind spelling out the first and last name for the member.
[CUSTOMER][NEUTRAL] Mhm. So do we have any portal to search with the check number, [PII]?
[AGENT][NEUTRAL] Um, wouldn't be able to search with the check number. Um, you could, uh, search specific, um, claims. So just so that I understand, I'm sorry, so you received this check from us, but there was no information pertaining as to what it was in regard to?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I see. OK.
[AGENT][NEUTRAL] Well, let's see.
[AGENT][NEUTRAL] Go ahead if um and give me that check number let me see what I can do.
[CUSTOMER][NEUTRAL] Uh, so the check number is 57,990.
[CUSTOMER][NEUTRAL] And the check amount is $80.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the check date is [PII].
[AGENT][NEUTRAL] Got it. OK, so I will say that is not one of our check numbers um, well, let's see actually.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How much did you say it was for?
[CUSTOMER][NEUTRAL] $80 even.
[AGENT][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] And who was it addressed to? What was the provider?
[CUSTOMER][NEUTRAL] Uh, the address is [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I did I was able to locate it so the problem is going to be well that is through us, um, or it's American Public Life is the policy that is through they're called web TPA so they would be the ones to be able to assist you in locating the claim that this check was in regard to and I can give you their information whenever you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yep.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And uh to get to them you would select option 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So do we have any call reference number for this conversation?
[AGENT][NEUTRAL] Sure, uh, it would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Did you want me to go ahead and transfer you to them, so?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yup, sure, [PII].
[AGENT][POSITIVE] OK, let me just put you on a brief hold. I'll get them on the line. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the ads.