AccountId: 011433970860
ContactId: bd58199d-0c2b-4615-afb7-5b4a9bedf2f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208279 ms
Total Talk Time (AGENT): 114722 ms
Total Talk Time (CUSTOMER): 59931 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/bd58199d-0c2b-4615-afb7-5b4a9bedf2f8_20250331T19:29_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. This is [PII] with Better Night. I am calling to obtain the benefits for a specialist visit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] And to check our network status.
[AGENT][POSITIVE] It would be my pleasure to assist you with that eligibility and network status. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02321534
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I can help you with eligibility and information regarding his policy.
[AGENT][NEUTRAL] I'm showing that his policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] Now this policy does not participate in a network, we pay a percentage of UCR, usual customary rate.
[AGENT][NEUTRAL] And this is for dental, correct?
[CUSTOMER][NEUTRAL] No, this is for um sleep medicine.
[AGENT][NEUTRAL] It's medical, let me see if he has a medical policy with this cause this is his dental policy.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK. Now he does have medical coverage with this as well.
[AGENT][NEUTRAL] But for benefits or claims information, I would need to transfer you to the third party administrator, Webb TPA and I can give you his policy number as well.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] For medical, his policy number is 0232.
[AGENT][NEUTRAL] 1595.
[CUSTOMER][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] And they
[CUSTOMER][NEUTRAL] And you'll be able to transfer me to them?
[AGENT][POSITIVE] Absolutely and they can give you network information and um be able to assist you with benefits as well.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much.
[AGENT][NEUTRAL] Anything else I can help you with before I transfer?
[CUSTOMER][NEUTRAL] Uh, no, that would be it.
[AGENT][POSITIVE] Alright, if you hold just one moment, I'll send you through to Web TPA for that additional information, but it has been a pleasure to assist you, ED, and I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] Oh, do you want me to give you their number in case the call disconnects in the transfer?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh yes. Yes, please.
[AGENT][NEUTRAL] I'm sorry, I was gonna do that. Their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got it here. Thank you.
[AGENT][NEUTRAL] You're welcome. One moment please, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[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]. If you are a member calling about your premium billing or need to make changes to.