AccountId: 011433970860
ContactId: eeb52f20-bf89-44bc-a28a-10fdbb4bb4dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334000 ms
Total Talk Time (AGENT): 139161 ms
Total Talk Time (CUSTOMER): 178761 ms
Interruptions: 12
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/eeb52f20-bf89-44bc-a28a-10fdbb4bb4dc_20250313T12:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APO. This is.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last initial is [PII], and I'm calling from Beacon Orthopedics and Sports Medicine to verify benefits for physical therapy in an office setting, please.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, [PII]. So you're needing to verify benefits for physical therapy, you said in an office setting, is that correct?
[CUSTOMER][NEUTRAL] Hey [PII], so you're needing to verify them.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes ma'am [PII], I can help you with that and what is your callback number please?
[CUSTOMER][POSITIVE] Yes ma'am [PII], I can help you with that. And what is your?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] 776-400.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] And your patients, well, first off, any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] And your patience well first off any information provided would be a verification.
[CUSTOMER][NEUTRAL] Not a guarantee of payment. What is your?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now on this policy, [PII], there is another company that you would need to contact regarding eligibility and benefits, and that company is Web.
[CUSTOMER][NEUTRAL] OK, thank you. Now on this policy, [PII], there is another company that you would need to contact.
[CUSTOMER][NEUTRAL] Regarding eligibility.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] TPA.
[CUSTOMER][NEUTRAL] TPA
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] Your phone number
[AGENT][POSITIVE] [PII] and I will be very happy to connect you if you would like for me to.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] And I will be very happy to connect you if you would like for me.
[CUSTOMER][NEUTRAL] Yeah, and that's weird because.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, I, I looked at the wrong line. Yes, if you could transfer me that would be great.
[AGENT][POSITIVE] Sure, I'll be happy to do that. Is there anything else that I can help you with today before I do?
[CUSTOMER][POSITIVE] Sure, I'll be happy to do that. Is there anything?
[CUSTOMER][POSITIVE] No, that's all I need today. Thank you so much for your help.
[AGENT][POSITIVE] OK, well, you are certainly very welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You are certainly very welcome and thank you again for calling ATO I hope you have a great day. You too thanks.
[AGENT][POSITIVE] Yes ma'am. Thank you also. So one moment please.
[CUSTOMER][POSITIVE] Thank you also, so one moment please.
[AGENT][NEUTRAL] Just one moment please, [PII].
[CUSTOMER][NEUTRAL] That's OK.
[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.
[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][POSITIVE] Thank you for calling customer service. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Well, good morning, [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] I'm doing great, thank you [PII], how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. I have a provider on the line who's needing to verify eligibility and benefits for a member. The policy number is 776-400.
[AGENT][NEUTRAL] And she's calling on [PII]. Date of birth [PII].
[CUSTOMER][NEGATIVE] OK, that, that ID number, I'm stuck.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm stuck on that ID number.
[AGENT][NEUTRAL] 776-400.
[CUSTOMER][NEUTRAL] OK, what's the person's name? Because you said you [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] OK, let me just add some zeros because that's not long enough.
[CUSTOMER][NEUTRAL] Just in case.
[AGENT][NEUTRAL] Yeah, you all have quite a few extra zeros, I believe on yours. You might try 00076400.
[CUSTOMER][NEUTRAL] Darling.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here she is.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well, and the lady on the line her name is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you need any other information from me?
[CUSTOMER][NEUTRAL] Oh, do you have her phone number? [PII]'s phone number? I'll take it.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you, I'll take her you can transfer her over.
[AGENT][NEUTRAL] OK, bye bye.
[AGENT][POSITIVE] Thank you so much and I hope you have a great day, [PII]. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank, thank you, [PII]. Thank you, you as well. Thank you. Mhm. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.