AccountId: 011433970860
ContactId: e43576eb-e6ef-47d4-bd67-bea59fe1033c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 762719 ms
Total Talk Time (AGENT): 113489 ms
Total Talk Time (CUSTOMER): 249457 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e43576eb-e6ef-47d4-bd67-bea59fe1033c_20250103T17:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office, checking on claims. Prior to that, could you please spell out your name for me?
[AGENT][NEUTRAL] OK, my name is [PII] The [PII] my [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], how many claims do you have today in total?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do have only one.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm. The callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm. It's 02543896.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. It's [PII] has a first name, [PII] has a last name 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. So I'm actually showing that this um product is not administered by APL, so the claims are processed through web TPA. I can give you their contact number and transfer you over if you'd like for claim status.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Mhm sure.
[AGENT][NEUTRAL] So that phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you for that and please to transfer my call.
[AGENT][NEUTRAL] You're welcome, [PII]. Before I transfer you, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all I know. Thank you for that.
[AGENT][NEUTRAL] You're welcome. Thanks for calling APL and hold on one moment for your transfer.
[CUSTOMER][POSITIVE] Uh, it is cleaner.
[CUSTOMER][NEUTRAL] Mhm.
[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. 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 and phone numbers for the Beach Street PPO network, please press [PII].
[CUSTOMER][NEUTRAL] For questions concerning pharmacy services, you may contact Caremark at [PII]. To speak to a customer service representative regarding any other issues, please press [PII] now or simply stay on the line and someone will assist you. Thank you.
[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] So
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] number
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hello, I'm still here.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. I'm on hold on the other line trying to get a representative for you, OK?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What? Let me try again.
[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]. 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].
[AGENT][NEUTRAL] Yeah, that's us.
[CUSTOMER][NEUTRAL] [PII]. If you are a physician or hospital calling to verify medical eligibility, please press 1 for information and phone numbers for the Beach Street.
[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] Thank you for calling customer service. This is [PII]. May I have the member's ID number please?
[AGENT][NEUTRAL] Yes, it's 2543896.
[CUSTOMER][NEUTRAL] 2543896
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What is the name of the patient you are calling on today?
[AGENT][NEUTRAL] Um, the member's name is, oh, I'll spell it for you, um.
[AGENT][NEUTRAL] Well, the second one is [PII]
[CUSTOMER][NEUTRAL] You're calling on her?
[AGENT][NEUTRAL] Yes, I, my name is [PII]. I'm calling from APL. I have a provider on the other line that needs claim status for this number.
[CUSTOMER][NEUTRAL] And they're calling on [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so let me bring up [PII]'s information. What is her date of birth?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you, give me one moment. What is your name?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And you're calling from APL correct?
[AGENT][NEUTRAL] 8PL. Yes.
[CUSTOMER][NEUTRAL] OK, and you're going to transfer.
[AGENT][NEUTRAL] The provider, her name is [PII].
[CUSTOMER][NEUTRAL] The provider [PII] OK.
[CUSTOMER][NEUTRAL] OK, her information has loaded if you wanna go ahead and transfer.
[AGENT][NEUTRAL] All right, thank you. You said your name was [PII]?
[CUSTOMER][POSITIVE] Correct, yes, ma'am.
[AGENT][NEUTRAL] OK, thank you, [PII]. Hold on one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, I'm still here.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello, [PII].