AccountId: 011433970860
ContactId: eef80ed7-7bd1-40d4-8af7-5c051c9c0e95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267880 ms
Total Talk Time (AGENT): 54729 ms
Total Talk Time (CUSTOMER): 136950 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/eef80ed7-7bd1-40d4-8af7-5c051c9c0e95_20250619T17:50_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Uh, my last name first initial is [PII].
[AGENT][NEUTRAL] How may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm looking for eligibility and uh pre-certification for this patient to check whether the authorization is required or not required.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and authorization. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy number is 01332956.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the last name is Good name and the date of birth is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. All right, um, this particular policy is managed by Web TPA, um, so you had to call WebTPA to get eligibility and authorization information. Do you need me to transfer you over to WebTPA?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, let me give you the number just in case we get disconnected or you need it for future. The number to web TPA is 18669759458.
[AGENT][NEUTRAL] And let me go ahead and transfer you. You're welcome. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day. One moment while I transfer.
[CUSTOMER][POSITIVE] You too have a great day.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the Limited Benefit Health Insurance program underwritten by American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] 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 you wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] For questions regarding pharmacy services, please contact Caremarkt at [PII].
[CUSTOMER][NEUTRAL] Please note, using a PPO provider can reduce the amount you pay out of pocket for services you receive.
[CUSTOMER][NEUTRAL] Network discounts continue after you have exceeded the maximum allowed visits, testing days, and hospital confinement days.
[CUSTOMER][NEUTRAL] Please call [PII] to locate a provider in the Beach Street PPO network.
[CUSTOMER][NEUTRAL] This call may be recorded for quality assurance and training purposes.
[CUSTOMER][NEUTRAL] If you are calling on behalf of a hospital, physician, or other provider of services, please say provider or press one now.
[CUSTOMER][POSITIVE] I can help you with things like eligibility, benefits, claim status, and more.
[CUSTOMER][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Authorization.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] I can help you check the status of a claim, check eligibility, and more.
[CUSTOMER][NEUTRAL] How can I help you?
[CUSTOMER][POSITIVE] I'd be happy to connect you with an agent.
[CUSTOMER][NEUTRAL] Can you first provide a few additional details?
[CUSTOMER][NEUTRAL] Please tell me why you are calling.
[CUSTOMER][NEUTRAL] Eligibility.
[CUSTOMER][POSITIVE] Thank you for