AccountId: 011433970860
ContactId: c3d7c356-2eab-434f-91aa-560c0bdafa80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299070 ms
Total Talk Time (AGENT): 115602 ms
Total Talk Time (CUSTOMER): 136230 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c3d7c356-2eab-434f-91aa-560c0bdafa80_20250204T14:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for the provider Gastro physician Services PLLC. Please note that this call will be recorded and monitored for quality and training purposes. I'm calling to check on my client status.
[AGENT][NEUTRAL] OK, you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that, and I'm so sorry. What was your name again, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No [PII]
[AGENT][NEUTRAL] Oh, [PII], OK. I'm so sorry. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And thank you and [PII], what is the member's policy number that you're calling on behalf of?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 024949
[CUSTOMER][NEUTRAL] 59.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It is for $60 a year.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and any information that is provided would be a verification of benefits state and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the patient's date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now I see on this particular member's plan there is another company that you would call for claim status, um, that company is called Web TPA.
[AGENT][NEUTRAL] And their phone number?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] That the
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And I'll be happy to connect you with them also if you would like.
[AGENT][NEUTRAL] But in case we get disconnected, that is the number you would need to call for this member's policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so you're going to transfer a call.
[AGENT][NEUTRAL] If you would like for me to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I'll be happy to do that. Is there anything else that I can help you with first?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well then, thank you again for calling APO and I hope that you have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mhm bye bye. One moment.
[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 and phone numbers for the [PII].
[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 can I help you today?
[AGENT][NEUTRAL] Hi, did you say your name is [PII]?
[CUSTOMER][NEUTRAL] I sure did.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. How are you today? Good morning.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][POSITIVE] I'm doing great thank you.
[AGENT][NEUTRAL] Good. Well, I have a pro I'm good, thank you. I have a provider on the line who's needing to check claim status on a member.
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number is 249-4959.
[AGENT][NEUTRAL] And the patient's name is [PII].
[CUSTOMER][NEUTRAL] OK, here he is.
[AGENT][NEUTRAL] And the and the gentleman that I have on the line, his name is [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII] and he's with the provider's office.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][POSITIVE] Alright, well thank you so much and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You can transfer him over.
[CUSTOMER][POSITIVE] You're very welcome. You too, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Bye-bye.