AccountId: 011433970860
ContactId: e44f56a8-3865-44ec-96af-ae5a458765d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399119 ms
Total Talk Time (AGENT): 131584 ms
Total Talk Time (CUSTOMER): 178621 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/e44f56a8-3865-44ec-96af-ae5a458765d7_20250321T19:02_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, uh, my name is, uh, uh, [PII]. I'm just calling regarding, uh,
[CUSTOMER][NEUTRAL] Um, a claim, I mean.
[AGENT][NEUTRAL] You need help with your claim?
[CUSTOMER][NEUTRAL] Yes, well, it's not like playing, but I just, I just got a uh a mail from a mail from uh.
[CUSTOMER][NEUTRAL] Uh, from my lab?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Saying that they did transfer.
[CUSTOMER][NEUTRAL] The bill to to a credit agency.
[CUSTOMER][NEUTRAL] Que report, stuff like this because.
[AGENT][NEUTRAL] Oh, you got a letter from the lab that is to a credit, like it's going to the credit agency? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] He, he, he one day they said that they uh they did submit a claim to APL but they never got back to them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[AGENT][NEGATIVE] Oh, OK. So they're saying that they sent the claim to APL, but, but they never heard back from us, so now they're sending it to collections.
[CUSTOMER][NEUTRAL] They already send it to collection. They did the collection you send it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's in collection, OK. I can definitely take a look at the claim and and give you an update. I'm sorry to hear that it went into collections, but we can look into it. Um, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's your member number, right? Uh, it's 23.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 46844
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And can you um verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. And may I have your email address?
[CUSTOMER][NEUTRAL] That's my last name [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me take a look on the bill that you received, what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so your claims are processed through Web TPA. It's a different company than us. I have their phone number to give you, but I can also transfer you to a representative. Did you want me to do that so we can get the check on the claim?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and did you want the number or you just want me to go ahead and transfer you?
[CUSTOMER][NEUTRAL] Um, it's gonna transferred to me. I got, I believe I got the number.
[AGENT][NEUTRAL] OK, before I transfer you over, was there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh, that'd be good. Thank you. Appreciate it.
[AGENT][NEUTRAL] You're very welcome. Well, thanks for calling APL and hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] My God, 866-975945 we go.
[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 3 now or simply stay on the line and someone will.
[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. My name is [PII]. May I have the member ID number please?
[AGENT][NEUTRAL] Hey, [PII], the member ID is 2346844.
[CUSTOMER][NEUTRAL] 684-4.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] What is the member's first name, last name, and date of birth?
[AGENT][NEUTRAL] It is [PII] [PII].
[CUSTOMER][POSITIVE] Thank you and may I have your name please?
[AGENT][NEUTRAL] Mhm. My name is [PII].
[CUSTOMER][POSITIVE] Awesome and what's a good contact number just in case we get disconnected?
[AGENT][NEUTRAL] Um, for me or he, I'm going to transfer him to you. You want his number?
[CUSTOMER][NEUTRAL] Oh, OK. Oh, yeah, the member on the other line. No, you can transfer the member over.
[AGENT][NEUTRAL] Yes, he just needs claim status.
[CUSTOMER][POSITIVE] Alright sounds good thank you.
[AGENT][NEUTRAL] You're welcome. And can you repeat your name for me?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. Hold on one moment.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you, appreciate it. Thank you. Mhm.
[AGENT][POSITIVE] You're welcome. You're welcome.
[CUSTOMER][POSITIVE] Hello, how are you doing today