AccountId: 011433970860
ContactId: e34b6fec-75ff-4798-8e16-cd17d39e3726
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 590919 ms
Total Talk Time (AGENT): 80902 ms
Total Talk Time (CUSTOMER): 125285 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/2025/01/17/e34b6fec-75ff-4798-8e16-cd17d39e3726_20250117T15:33_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was, uh, uh, calling to see if my, uh, uh, my, my benefits cover like mental health.
[AGENT][NEUTRAL] OK, we can help you with that information. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I have, uh, let's see, I got a group number.
[AGENT][NEUTRAL] Is that on your ID card?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][POSITIVE] Yes ma'am, I got a member number and a and a group number.
[AGENT][NEUTRAL] OK. There should be a
[AGENT][NEUTRAL] What's your member number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Member number is 021-373553.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] Uh, date of birth [PII]. Mailing address [PII].
[AGENT][NEUTRAL] OK, so now it looks like your policy is administered by a different company called or named Web TPA.
[AGENT][NEUTRAL] Um, and I don't know if this number is on your card, [PII].
[AGENT][NEUTRAL] [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me, let me see, yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah, it sure is benefits and claims.
[AGENT][NEUTRAL] OK, I can
[AGENT][NEUTRAL] Right. I can, I can get you transferred to that number if you would like.
[CUSTOMER][NEUTRAL] Oh that'll be fine.
[AGENT][NEUTRAL] OK. Any other questions we can help out with today before we transfer?
[CUSTOMER][POSITIVE] Appreci appreciate it.
[CUSTOMER][NEUTRAL] Um, uh.
[CUSTOMER][NEUTRAL] Do we get new cards or the the original ones I got a couple years ago still work or do you have to do them every every year?
[AGENT][NEUTRAL] Yeah, you have this
[AGENT][NEUTRAL] Yeah, the policy number is the same, so you can use the same card.
[CUSTOMER][POSITIVE] OK cool alright I appreciate it.
[AGENT][POSITIVE] OK, you're welcome. Thanks for calling APL, [PII]. I'll get you transferred over, OK? Have a good day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK, alright, you too.
[CUSTOMER][NEUTRAL] Welcome to TPA.
[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] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] man.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII], I'm waiting for a representative to, to join the call, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Thank you for calling customer service. My name is [PII]. May I please have the member ID?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with American Public Public Insurance. Uh, the policy ID is 0021.
[AGENT][NEUTRAL] 373-53.
[AGENT][NEUTRAL] For a [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] All right pulling up the account now and uh are you transferring over the member themselves or is this a provider?
[AGENT][NEUTRAL] It's the member.
[CUSTOMER][NEUTRAL] And they need questions about other benefits or this claims?
[AGENT][NEUTRAL] Wanting to verify benefit information.
[CUSTOMER][NEUTRAL] OK, if you wanna transfer on over to me I can take it from here.
[AGENT][POSITIVE] Thank you, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You do the same, ma'am bye.
[AGENT][NEUTRAL] Bye bye.