AccountId: 011433970860
ContactId: ce9d0509-115f-4182-9463-dcace67d7b0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312000 ms
Total Talk Time (AGENT): 133991 ms
Total Talk Time (CUSTOMER): 150017 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/ce9d0509-115f-4182-9463-dcace67d7b0e_20250311T19:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm calling from a provider's office at Atlantic Urology specialist. I'm trying to find out um if this um insurance is still um in effect and active.
[AGENT][NEUTRAL] OK, [PII], so you're wanting to verify eligibility and benefits or just eligibility?
[CUSTOMER][POSITIVE] Uh, eligibility and benefits would be great.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] 01990167
[AGENT][NEUTRAL] OK, thank you, [PII], one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of policy is this that you're calling about for benefits and eligibility?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It is American Public Life Insurance.
[AGENT][NEUTRAL] Yes, but is it medical, dental, what type of plan?
[CUSTOMER][NEUTRAL] Medical, yes. Medical. Mhm.
[AGENT][NEUTRAL] OK. Any information that I provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Oh wait, I must have misheard the wrong policy number.
[AGENT][NEUTRAL] I, I'm just gonna stop you right there because that's, I heard you say 01990167.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, you just had it backwards 01991067.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's try that again then.
[CUSTOMER][NEUTRAL] [PII] 720-1960.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so for this member's policy, [PII], there is another company that you would need to speak to to verify his eligibility and benefits, and that company is Webb TPA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can give you their phone number and then I can, yes, and I can transfer you to them as well, but in case we were to get disconnected.
[CUSTOMER][NEUTRAL] Alright, let me just type down that.
[CUSTOMER][NEUTRAL] Yep, let me just get their phone number. Go right ahead.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and that's for benefits and eligibility.
[AGENT][NEUTRAL] Yes, uh-huh, and that company name again is Webb TPA.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] TPA OK perfect if you go ahead and transfer me I'd appreciate it thank you [PII].
[AGENT][POSITIVE] I would be, I would be happy to. So is there anything else that I could help you with first, [PII]?
[CUSTOMER][NEUTRAL] Nope, that'll be all.
[AGENT][POSITIVE] OK, well thank you so much then for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. 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.
[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. My name is [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi [PII], it's [PII] at APL. How are you doing today?
[CUSTOMER][NEUTRAL] Yeah, I'm fine and you?
[AGENT][NEUTRAL] I'm doing good, thank you. So I have a provider on the line. Her name is [PII], and she's calling to verify eligibility and benefits for policy number 1991067.
[CUSTOMER][POSITIVE] Good [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For Mr. [PII].
[CUSTOMER][NEUTRAL] I see it. Uh-huh. What's her birthday, [PII]?
[AGENT][NEUTRAL] All right. Are you?
[AGENT][NEUTRAL] 720 of 60.
[CUSTOMER][POSITIVE] Great yeah I'm so ready so thank you and have a good afternoon [PII].
[AGENT][POSITIVE] All right. Well, thank you, [PII]. It was nice talking to you. I haven't spoken to you in a while.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] I know it's always nice talking to you, OK?
[AGENT][POSITIVE] Oh well, thank you very much. So have a wonderful evening and here comes [PII], OK?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Yeah, you too and thank you again thank you uh huh bye.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Bye-bye.