AccountId: 011433970860
ContactId: bdf36899-b55a-49c9-a220-69e5a02202d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269420 ms
Total Talk Time (AGENT): 68207 ms
Total Talk Time (CUSTOMER): 142151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/bdf36899-b55a-49c9-a220-69e5a02202d5_20250508T15:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from my clinic hospital to check on the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah. My callback number is [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy number is 002494967.
[CUSTOMER][NEUTRAL] 01.
[AGENT][NEUTRAL] OK, so that's going to be a bit too long to be one of our policy numbers [PII]. Do you maybe have the member's social and I can search for them that way?
[CUSTOMER][NEUTRAL] Uh, you said the policy number was not valid. I, um, is it correct?
[AGENT][NEUTRAL] That's correct, yes, that's too long to be one of our policy numbers.
[CUSTOMER][NEUTRAL] Yeah, once again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was a member's ID card and uh here we have group number, member number is 02494967. Could you please try that?
[AGENT][NEUTRAL] That was 02494967.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, that sounds more right give me just a moment. What was the name and date of birth for this member?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The member's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII]. No, no, no, it was effective date, once again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the patient's date of birth is on [PII].
[AGENT][NEUTRAL] Perfect thank you so much for verifying all of that [PII]. OK, so for this policy I am unable to view claims or claim status that is going to be handled through, uh, they're called web TPA. I can give you their phone number and then transfer you to them.
[CUSTOMER][NEUTRAL] Yeah, could you please give me the call number?
[AGENT][NEUTRAL] Of course, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you call that number, you would select option 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, could you please transfer me to that call?
[AGENT][NEUTRAL] Did you want me to go ahead and transfer you? Absolutely. Let me get you I'm just gonna put you on a hold while I get them on the line. Hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] 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.
[CUSTOMER][NEUTRAL] 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 you wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] For questions regarding pharmacy services, please contact Caremarkt at [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Please note, using a PPO provider can reduce the amount you pay out of pocket for services you receive.
[CUSTOMER][NEUTRAL] Network discounts continue after you have exceeded the maximum allowed visits, testing days, and hospital confinement days. Please call [PII] to locate a provider in the [PII] PPO network.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] This call may be recorded for quality assurance and training purposes.
[CUSTOMER][NEUTRAL] If you are calling on behalf of a hospital, physician, or other provider of services, please say provider or press 1 now.