AccountId: 011433970860
ContactId: e9cd6412-ef59-4502-97f7-05dd30c0de09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237039 ms
Total Talk Time (AGENT): 86889 ms
Total Talk Time (CUSTOMER): 89126 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/e9cd6412-ef59-4502-97f7-05dd30c0de09_20250624T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider office is the liabilities. Subi, my name is [PII] I. Last name initial is [PII].
[AGENT][NEUTRAL] I'm so sorry, could you repeat that?
[AGENT][NEUTRAL] OK and uh what can we help you with today?
[CUSTOMER][NEUTRAL] Yeah I'm looking for the claim status.
[AGENT][NEUTRAL] Claim, OK, yeah, I can check on a claim for you. Um, so, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yeah, 845-810.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] It's uh 778679.
[AGENT][NEUTRAL] That was 778679.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, [PII] is the patient's name.
[CUSTOMER][NEUTRAL] And the [PII] is the date of birth.
[AGENT][NEUTRAL] OK, thank you so much for verifying that. So I am unable to check claims for this number that is handled through they're called Web TPA. I can give you their phone number and then transfer you to them.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Why you are not able to handle, uh, like, provide me the information to do this.
[AGENT][NEUTRAL] I don't see the claims. I don't see any of the claims for this member that is they're handled through web TPA.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] But uh web GP stated that we don't have the member for this member ID.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, I have the member. I found the member. I can see what kind of policy they have, but as far as claims go, I'm unable to view that information. I would have to transfer you to a different, it's they're called web TPA.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] But they didn't provide me the information. They said for this member ID we don't have any member or also we do, but then they also check by the name and the date of birth. They didn't find any member by the name.
[AGENT][NEGATIVE] I have the member that is their policy. I found their policy. I do see it. I'm unable to view claims for this member.
[AGENT][NEUTRAL] That is the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To view claims I would have to transfer you.
[CUSTOMER][NEUTRAL] OK. Can you please verify me the eligibility for this member?
[AGENT][NEUTRAL] Yes, one moment. Effective date was uh [PII] and it is currently active.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, please transfer the card to the time.
[AGENT][NEUTRAL] OK, did you want me to go ahead and transfer you?
[AGENT][NEUTRAL] OK, alright, I'm just gonna put you on hold while I get them on the line.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the