AccountId: 011433970860
ContactId: ef23c2ba-b7fe-417f-a742-c53de0e17d05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314739 ms
Total Talk Time (AGENT): 112420 ms
Total Talk Time (CUSTOMER): 138546 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/ef23c2ba-b7fe-417f-a742-c53de0e17d05_20250428T19:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, hi, my name is [PII]. I'm calling from McLaren Health. I'm just calling in regards to a patient we have coming in for an appointment and I was just calling to see if their coverage is still active and if any prior authorization would be needed for the procedure they're having done.
[AGENT][NEUTRAL] OK, I can assist you with the eligibility and pre-authorization information. I'm sorry, um, can I get the name of the facility you're calling from again, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh yes, it's a McLaren Health. uh do you need the NPI?
[AGENT][NEUTRAL] No, it's fine.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mister [PII]?
[CUSTOMER][NEUTRAL] Of course. Um,
[CUSTOMER][NEUTRAL] A good number for me would be [PII] and that's a direct line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, perfect. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, that is.
[CUSTOMER][NEUTRAL] 01575406
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, his first name is [PII]. Last name is [PII], and he was born, uh [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. Oh, the policy number you provided to me is not pulling that name. Um, let me repeat it back to you and make sure that I got it correctly. That's 01575406.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, let me, let me check his card. I mean, maybe it's under his spouse perhaps.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 1560176 is what's on the card.
[AGENT][NEUTRAL] 35
[AGENT][NEUTRAL] OK, let me have that 11 more time, because yeah, that's definitely not the same 1. 156.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] 0176.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, they must have put the wrong number in our system, yep, they did. OK, that probably explains it.
[AGENT][POSITIVE] It's funny.
[AGENT][NEUTRAL] It's fine. OK, and let me do.
[AGENT][NEUTRAL] This is gonna be for dental or medical?
[CUSTOMER][NEUTRAL] Uh, this will be a medical, uh medical event.
[AGENT][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, um, can you verify that date of birth one more time?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK, let me see if I find a medical plan for him. OK, I see a dental. Let me see. Let me see who's handling this one.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so I found the medical. Now the medical is handled by Web TPA.
[AGENT][NEUTRAL] So medical is going to be handled by web TPA which I can go ahead and transfer you over. Let me go ahead and give you their phone number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Phone number to WebTTA. You're welcome. It's [PII]. Again, [PII].
[CUSTOMER][POSITIVE] All right, that's fine, thank you.
[CUSTOMER][POSITIVE] All right thank you very much I appreciate it.
[AGENT][NEUTRAL] You're welcome. Before I can transfer you, is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's all I needed today.
[AGENT][NEUTRAL] OK, thank you for calling APR. Good afternoon. One moment while I transfer you, Mr. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[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.
[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. My name is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello, hi, my name is [PII]. I'm calling.