AccountId: 011433970860
ContactId: c58c660f-dd98-4f2a-baee-3e7e078de140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286660 ms
Total Talk Time (AGENT): 63528 ms
Total Talk Time (CUSTOMER): 100793 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/c58c660f-dd98-4f2a-baee-3e7e078de140_20250418T18:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to check uh if a, if a patient has active coverage and if a certain service is covered.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and benefits, and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], and may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] Uh, this is Lehigh Valley Pocono.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 002-284324 and then 01.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you. All right, Miss [PII], this particular policy is managed by Web TPA, um, so they're the ones that can give you benefits or claim information or anything like that. Um, let me go ahead and try to get them on the line, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Um, let me give you the number just in case if you need it for future or we get disconnected. OK, the number is [PII]. You're welcome. [PII].
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, very good, thank you.
[AGENT][NEUTRAL] You're welcome. OK, let me go ahead and get them on the line first.
[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. 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 Beach Street.
[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][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Thank you for calling customer service. My name is [PII]. May I have the member ID number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], OK.