AccountId: 011433970860
ContactId: f3e16bd2-c7c1-42ba-9203-2e87b6d3afbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455369 ms
Total Talk Time (AGENT): 77256 ms
Total Talk Time (CUSTOMER): 107697 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f3e16bd2-c7c1-42ba-9203-2e87b6d3afbf_20250124T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling from provider's office and just need to get an eligibility check.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number [PII]?
[CUSTOMER][NEUTRAL] It is 778-679.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you said you're needing eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh first name is [PII] Last name [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, this policy is administered by Web TPA so I'll need to get you transferred over to that location to for verification of eligibility, um, just for your records their phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And did you have any other questions, uh, [PII], before I get you transferred?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][POSITIVE] Alrighty thank you for calling APL have a great day and if you don't mind holding just a moment while I transfer.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.
[CUSTOMER][NEUTRAL] Due to severe winter weather, you may experience longer wait times. If this is not an urgent matter, please call back at a later date. Thank you for your patience.
[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] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Thanks for calling customer service. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. This is [PII] with American Public Life Insurance Company. I have a provider on the phone that's needing to verify eligibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], what's the member's ID number?
[AGENT][NEUTRAL] It's 778679. There may be two 0s in front of that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] And your patient's name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me try something different, just one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because I'm gonna do a name search because it's not coming up in my system we may have it typed different. OK, how do you spell that last name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, is it [PII] or just [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's his date of birth if you have it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's right at the top. OK, we got, oh, it's [PII].
[AGENT][NEUTRAL] OK, instead of 2. OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I start to put that in my one for sure, OK.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] And I started to say 3 maybe, um, [PII] is calling with the provider's office and she just wants to verify the eligibility dates.
[CUSTOMER][NEUTRAL] Sure, go ahead and transfer the caller to me.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hi [PII], I have [PII] on the phone and she'll be able to assist you further, OK?