AccountId: 011433970860
ContactId: e49c1f20-eb00-44ae-b9ac-2a00da3e8b32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422140 ms
Total Talk Time (AGENT): 139733 ms
Total Talk Time (CUSTOMER): 173116 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/e49c1f20-eb00-44ae-b9ac-2a00da3e8b32_20250122T21:53_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] speaking, calling from Oakland Hills Dermatology. I have a patient, a new patient here, and uh I believe she may have American public life, and I've been going in circles cause she hands me two different cards for her husband, and I'm not sure even if you're correct. So I'd like to verify coverage hopefully with you.
[AGENT][NEUTRAL] OK, [PII], so you're trying to verify eligibility for a member or possible member, is that correct?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes ma'am, I can help you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, [PII]. OK, thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Is 009.
[CUSTOMER][NEUTRAL] 90729.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] What company am I calling right now, ma'am?
[AGENT][NEUTRAL] You're speaking with APL American Public Life.
[CUSTOMER][POSITIVE] OK, thank you, thank you.
[AGENT][POSITIVE] Hi, you're welcome.
[AGENT][NEUTRAL] It's still loading a few pieces of information, [PII], just one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and any information that I do provide [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. So on this policy that um that she has there is another company that you will need to verify her eligibility and benefits with, and I will give you their phone number and I can also connect you with them, [PII], the web.
[CUSTOMER][NEUTRAL] What's the name of them?
[AGENT][NEUTRAL] TPA.
[CUSTOMER][NEUTRAL] OK, so it does say submit claims to web TPA, but then on the back of the card it says for uh premium inquiries and services other than oh other than claims.
[AGENT][POSITIVE] Correct. And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't read that word other than claims, OK.
[AGENT][POSITIVE] That's OK. No, no worries.
[CUSTOMER][NEUTRAL] OK, OK, um, so it'll be the [PII].
[AGENT][NEUTRAL] So the phone number that
[AGENT][POSITIVE] It will be, yes ma'am, but I'll be happy to connect you and then if something were to happen with our call, yes, that would be the number for you to to call directly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'd be great thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. And can I help you with anything else this afternoon?
[CUSTOMER][POSITIVE] No, ma'am, have a good, no ma'am, have a good day.
[AGENT][POSITIVE] Well, I hope you do too. And thank you again, [PII], for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so give me just one moment, please. Uh-huh, bye bye.
[CUSTOMER][NEUTRAL] Bye bye. OK.
[CUSTOMER][NEUTRAL] Bye bye.
[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.
[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]. Can I get the member ID number?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So the policy number that they're calling about today is 00990729 and this is for part two. I have a provider's office on the line and the lady's name is [PII].
[AGENT][NEUTRAL] And again, she's needing to verify eligibility and benefits on part two.
[CUSTOMER][NEUTRAL] What you mean part two?
[AGENT][NEUTRAL] The spouse of the subscriber, [PII].
[CUSTOMER][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Zebra.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, that's good.
[CUSTOMER][NEUTRAL] I don't see [PII].
[CUSTOMER][NEUTRAL] What was the ID number?
[CUSTOMER][NEGATIVE] Or maybe you don't give me that.
[AGENT][NEUTRAL] 00990729. The insured is [PII], and they're calling to verify the eligibility for his spouse, [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], how do you spell the last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And what's her date of birth?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I found her right, you can send him over. Thank you, yep.
[AGENT][NEUTRAL] You did?
[AGENT][POSITIVE] OK. All right. Well, thank you so much and I hope that you have a nice evening.
[CUSTOMER][POSITIVE] Alright you as well thank you.
[AGENT][NEUTRAL] Uh yes, ma'am. OK. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.