AccountId: 011433970860
ContactId: d46c759b-fee5-48f3-a73d-88fae7f06f61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334559 ms
Total Talk Time (AGENT): 76660 ms
Total Talk Time (CUSTOMER): 174678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d46c759b-fee5-48f3-a73d-88fae7f06f61_20250513T18:24_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, so my name is [PII]. I'm calling about claims for a member.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] That is [PII], and that's my direct line.
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] Central Ohio Primary Care Physicians Inc.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] That is 776-400-04.
[AGENT][NEUTRAL] Mm, OK. That's not our policy number. Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Yes, um, 776-400.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What's the name of the patient?
[CUSTOMER][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, Ms. [PII]. OK, so it looks like, um, it looks like this one is gonna be a TPA policy it is. OK, so, um, I need to connect you with web TPA for claim status. They're the one that handles the claim for this group, for this product. So let me go ahead and give you their number and transfer you over, OK, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the number is [PII]. Again, that's [PII]. Is there anything else I'm gonna help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you give out call references or no?
[AGENT][NEUTRAL] We don't. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, alright, thank you, so you have a great day.
[AGENT][POSITIVE] You're welcome. You too. One moment while I'll transfer you. Have a good afternoon.
[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.
[CUSTOMER][NEUTRAL] 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 you wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] For questions regarding pharmacy services, please contact Caremark at [PII].
[CUSTOMER][NEUTRAL] Please note using a PPO provider can reduce the amount you pay out of proper services you receive. Network discounts continue after you have exceeded the maximum allowed visits, testing days, and hospital confinement days. Please call [PII] to locate a provider in the [PII] PPO network.
[CUSTOMER][NEUTRAL] This call may be recorded for quality assurance and training purposes.
[CUSTOMER][NEUTRAL] If you are calling on behalf of a hospital, physician, or other provider of services, please say provider or press one now. Provider.
[CUSTOMER][POSITIVE] I can help you with things like eligibility, benefits, claim status, and more.
[CUSTOMER][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] I'm still having trouble understanding. Let me transfer you to someone who can help, but first I need some additional information. Please say your first and last name.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You're calling from [PII].
[CUSTOMER][NEUTRAL] Say yes if this is your preferred callback number.
[CUSTOMER][NEUTRAL] Otherwise, please say your 10 digit callback number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You entered [PII].
[CUSTOMER][NEUTRAL] Is this correct? Yes.
[CUSTOMER][NEUTRAL] Please say or enter your nine-digit tax ID number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You entered [PII]