AccountId: 011433970860
ContactId: c1338c75-1714-48a9-a139-78ed928e8004
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380970 ms
Total Talk Time (AGENT): 155426 ms
Total Talk Time (CUSTOMER): 157000 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c1338c75-1714-48a9-a139-78ed928e8004_20250516T21:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] It's a headache.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, I was trying to do a verification of benefits.
[AGENT][NEUTRAL] OK, sure. Yes, I can assist you with the eligibility or benefits. And may I have your name?
[CUSTOMER][NEUTRAL] Um, it's for [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the name of the facility or the place you're calling from?
[CUSTOMER][NEUTRAL] Uh, I'm his mom.
[AGENT][NEUTRAL] Oh, OK, so you're the mom, OK.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I have 02.
[CUSTOMER][NEUTRAL] 37
[CUSTOMER][NEUTRAL] 1637 and this is for medical.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Medical benefits.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and may I have um
[AGENT][NEUTRAL] Is he available?
[CUSTOMER][NEUTRAL] Is who available? The, my son.
[AGENT][NEUTRAL] Yes, the insured.
[CUSTOMER][NEUTRAL] He, he's [PII].
[CUSTOMER][NEUTRAL] No, she needs. Oh, [PII]. OK, hold on one minute. Hold on. I told, hold on one minute. I told him I was like you.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I told him, I said, you're gonna need to be on the phone cause they gonna wanna speak to you.
[CUSTOMER][NEUTRAL] OK, yes ma'am, he's, he's on the phone, ma'am.
[AGENT][NEUTRAL] OK. May I have the name?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEGATIVE] Um, you're breaking up. I'm sorry, I didn't get it.
[CUSTOMER][NEUTRAL] Hey, what was it, what did you say? Your name [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What, what did she ask for? Your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], I need to verify your date of birth for security.
[CUSTOMER][NEUTRAL] Repeat that, your phone went out. Could you repeat the last thing you said? I got, I'm gonna get this.
[AGENT][NEUTRAL] I need to, I need to verify your date of birth for security.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and may I have your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And are you giving me permission to release information?
[AGENT][NEUTRAL] Missing?
[CUSTOMER][POSITIVE] Oh yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and let's see, does she needs um benefits, correct?
[CUSTOMER][NEUTRAL] Yes ma'am, um, they're saying that he's only covered under dental, and then they said that it had to be a 9 to 11 digit number and that's the only number we have on the um two cards that I showed them, but they're saying that um the kids wasn't covered under his insurance under under the medical, she said it was only showing dental.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. They say he covered under my medical. That's why I just I'm just I'm telling her what the office is saying they only see dental, they're not seeing medical.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, she tried to call, but the number that it's asking for to see the benefits is the 9 digit or 11 digit number, 9 to 11 digit number.
[CUSTOMER][NEUTRAL] Oh, she was calling another number she oh I called the [PII] I called the [PII] what she couldn't get through to anybody. Oh, policy number. Oh, OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, OK. I see what's going on. Yeah, um, for this particular plan for the medical part, it's managed by WIP TPA. I'm not sure if they're open right now, but uh it is managed by WIP TPA. Um, the only thing I can tell you is that I do see the, the pendants and they are listed under the policy, but to get benefit or claim information or anything like that, it has to go to web TPA.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, I can give you their number, but again, yeah, Webb like W E B T P A T as in Thomas, P as in Peter, A as in apple.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Did you hear her?
[CUSTOMER][NEUTRAL] You said well PDA OK and you said um.
[AGENT][NEUTRAL] TPA Web mhm.
[CUSTOMER][NEUTRAL] PTA.
[CUSTOMER][NEUTRAL] Oh, well, you know, you know what it is? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Does she need the number, the phone number to call them directly?
[CUSTOMER][NEUTRAL] Yes ma'am, what's the phone number?
[AGENT][NEUTRAL] OK. That's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she said that when she was trying to, you don't know if she called that number, do you?
[CUSTOMER][NEUTRAL] No, I think she called, um, cause she said she, oh she was cause she said she needed a 9 to 11 digit number. Would you happen to know what number she was referring to?
[AGENT][NEUTRAL] No, um, the only thing I can give you is probably the policy number that I show here and sometimes they can use that. Usually they add a 01 after, um, that may be, but they do, um, I can give you this number, but I'm not sure if it's gonna help.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the, the policy number that I have here is 02371703.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the other one. That's the other card. OK, alright, so we need to call the well place and um get the insurance. Let me get the benefits and um verification. So, OK, alright, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] You're welc[PII]. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that's it. That's it. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK, so, um.