AccountId: 011433970860
ContactId: cf36dcf2-432d-45c4-b0f2-bb7ad1766965
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189270 ms
Total Talk Time (AGENT): 70751 ms
Total Talk Time (CUSTOMER): 61468 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/cf36dcf2-432d-45c4-b0f2-bb7ad1766965_20250611T19:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on the claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, and probably, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my contact number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Just one.
[AGENT][NEUTRAL] OK, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure. The member's policy number is?
[CUSTOMER][NEUTRAL] 002494
[CUSTOMER][NEUTRAL] 967 and 01.
[AGENT][NEUTRAL] I'm sorry, 249-496-701?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The the patient name is?
[CUSTOMER][NEUTRAL] Yeah, here it is. The patient name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] It's [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Yeah, sure. The date of service is on [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I'm sorry. Hold on one moment. My apologies. For this um medical policy that they have the claims.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, you, you go ahead. You continue.
[AGENT][NEUTRAL] The medical policy that they have, um, the claims are processed through Web TPA. So I can give you the phone number for web TPA and transfer you over as well so that you can get the claim status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please provide the phone number?
[AGENT][NEUTRAL] All right, and the phone.
[AGENT][NEUTRAL] Mhm. The phone number is [PII].
[CUSTOMER][NEUTRAL] OK. Could you please uh transfer me to that department?
[AGENT][POSITIVE] Thank you. Before I transfer you, was there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, nothing else. Thank you so much and have a great day.
[AGENT][POSITIVE] All right, thanks for calling APL.
[AGENT][POSITIVE] Thank you for calling APL you have a great day as well. Hold on one moment for your transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the Limited Benefit Health Insurance program.