AccountId: 011433970860
ContactId: d75c1c24-239c-48e6-aef9-b51632d12773
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 708799 ms
Total Talk Time (AGENT): 67387 ms
Total Talk Time (CUSTOMER): 156377 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/d75c1c24-239c-48e6-aef9-b51632d12773_20250106T20:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] from Saint Joseph Hospital in [PII]. I need to verify hospital benefits, please.
[AGENT][NEUTRAL] Sure I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number 02371703.
[AGENT][NEUTRAL] OK, a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the patient's um name and date of birth?
[CUSTOMER][NEUTRAL] Last name [PII], first name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] This policy is administered by Web TPA. It's a different company. Um, let me give you their phone number and then I can also get you transferred over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And give me just a moment I'll get you connected. Did you have any other questions before we get you transferred?
[CUSTOMER][NEUTRAL] Uh, do you know if they, uh, what, uh, PPO network do they use?
[AGENT][NEUTRAL] That's a question for them when I connect you.
[CUSTOMER][NEUTRAL] OK, what's the name of that company?
[AGENT][NEUTRAL] Webb, TPA.
[CUSTOMER][NEUTRAL] WeFDPA OK.
[AGENT][POSITIVE] One moment please. Thank you for calling APL. Have a good day and give me a second, right?
[CUSTOMER][NEUTRAL] Hello, and please listen carefully as our menu options may have changed. Calls are recorded for quality assurance.
[CUSTOMER][NEUTRAL] Are you or someone in your household [PII] of age or older? Press 1 for yes. If you or someone in your household is [PII] of age or older.
[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.
[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] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Right, I'm still holding for a representative to pick up.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And thank you for holding.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Right, do you wanna continue to hold?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you for calling customer service. My name is [PII]. How may we assist you today?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with American Public Life. Um, I have a provider on the phone speaking with [PII]. He's wanting to verify eligibility and outpatient benefits. Let me know when you're ready for the policy number.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually, yeah, well.
[CUSTOMER][NEUTRAL] I just rebooted one second, yeah, OK, go ahead.
[AGENT][NEUTRAL] OK, it's 0023.
[AGENT][NEUTRAL] 71703.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that on [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Correct. He's, he's a patient.
[AGENT][NEUTRAL] Uh, [PII] is the.
[CUSTOMER][NEUTRAL] He was in it, yeah, he was in the get that call over, OK.
[AGENT][NEUTRAL] OK, I'm gonna transfer the call, [PII], give me one moment.
[CUSTOMER][NEUTRAL] Yeah, he, he wasn't.
[CUSTOMER][POSITIVE] Thank you. Mhm