AccountId: 011433970860
ContactId: b962cbd0-33b4-4616-bec7-f26d833eeabd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573760 ms
Total Talk Time (AGENT): 155615 ms
Total Talk Time (CUSTOMER): 233300 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/b962cbd0-33b4-4616-bec7-f26d833eeabd_20250207T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] in um billing. How are you?
[AGENT][POSITIVE] I'm doing well, [PII] thank you how are you?
[CUSTOMER][NEUTRAL] Oh OK. I have a call they're trying to verify if we're in network for them, and I don't do that, so I'm not sure if you guys would.
[AGENT][NEUTRAL] Sure it's a provider calling [PII]?
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Yes, ma'am. It's uh she said she believes it's, well, Jones Eye Care and Surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me give it to you. Hold on a second.
[AGENT][NEUTRAL] And um do you have a policy number you didn't get anywhere with that, is that right?
[CUSTOMER][NEUTRAL] No, ma'am, I didn't. I apologize.
[AGENT][NEUTRAL] That's fine. No, no, no, that's fine. I just wanted to make sure I wasn't repeating myself, that's all.
[CUSTOMER][NEUTRAL] Oh, OK, yes ma'am. Hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] Hi I apologize for the hold. I've got the claims department on the line for you so they can verify. OK, thank you so much. Yes ma'am.
[AGENT][NEUTRAL] Hi there [PII].
[CUSTOMER][POSITIVE] Hi, how are you? Good, good, good, good, good, good.
[AGENT][POSITIVE] Hi. I'm doing well.
[AGENT][NEUTRAL] My name, my name is [PII] and I'm in the claims department so I understand you have a question about some uh benefits or in network uh information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, if, if, if the patient is gonna be in network, he, they're here, um, now, so I just wanted to verify, you know, would you all pay for the client would you all pay for his um, office visit? So I have the information. I have a MPI. I have a tax ID number and all the information.
[AGENT][NEUTRAL] OK, um, can you provide me, [PII], your uh, your callback number just in case we get disconnected and I can call you back.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure, sure, uh huh, um, a callback number here is area code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have that policy certificate or member ID number please?
[CUSTOMER][NEUTRAL] I do, I do, um, the member policy number is 00788942. His name is [PII], and I have his date of birth.
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] And the name of our company.
[CUSTOMER][NEUTRAL] It's going to be Jones Eye Care and Surgery or it might be under comprehensive eye care and surgery.
[AGENT][NEUTRAL] OK, so let me just um verify I'm sorry, give me one moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mr. [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, um, this, uh, policy number you provided me is directing us, it is for medical, is that right?
[CUSTOMER][NEUTRAL] Right, it will be for medical, yes.
[AGENT][NEUTRAL] OK, now it's directing me to just give me one moment.
[AGENT][NEUTRAL] It's directing us to the web TPA so their policy is administered through that web TPA excuse me, so let me give you their, uh, phone number and then I'm gonna transfer you over and we'll get someone on the line that can assist you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that
[CUSTOMER][POSITIVE] That would be great. And what is their phone number so I can have it for.
[AGENT][NEUTRAL] Their phone number is gonna be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me repeat that [PII].
[AGENT][NEUTRAL] That's right, OK.
[CUSTOMER][NEUTRAL] OK, alright, I'll hold while you transfer, uh huh.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] Yeah, just give me one moment I'll get someone on the line and then I'll transfer you over to them so just bear with me for one moment please. Did you have any other questions for me, [PII]?
[CUSTOMER][POSITIVE] OK, thank you. OK, no problem, no, that, that will be it.
[AGENT][NEUTRAL] OK, just one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] OK, that didn't work.
[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.
[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 today?
[AGENT][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from American Public Life, and I have a provider on the line that needs to verify uh benefits for a member.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have the patient's ID number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Let me add a 0.
[AGENT][NEUTRAL] Yeah, it could be [PII], my apologies.
[CUSTOMER][NEUTRAL] No problem. OK, and patient's name?
[AGENT][NEUTRAL] [PII], date of birth [PII] please.
[CUSTOMER][NEUTRAL] Uh uh.
[CUSTOMER][NEUTRAL] One more time.
[CUSTOMER][NEUTRAL] Close.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Just one moment, sorry I went off that screen.
[CUSTOMER][NEUTRAL] Per day.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, that's what I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can transfer them over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you want the uh caller's information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, yes, you can give me that.
[AGENT][NEUTRAL] OK her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Provider is Jones Eye Surgery.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her callback number [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][POSITIVE] Alright, I'll bring her on the line. Thank you so much, [PII]. Have a great day.
[CUSTOMER][POSITIVE] Alright, you're welcome you too thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] Hello. Thank you. Hi.
[AGENT][NEUTRAL] Hi, I have [PII] on the line from the web CPA and she's gonna take the call from here.
[CUSTOMER][POSITIVE] Alright, thank you. Hi [PII], how are you? OK, you too, yes.
[AGENT][POSITIVE] You're welcome have a great day.
[AGENT][POSITIVE] Thank you.