AccountId: 011433970860
ContactId: f5593d24-1b8c-4e5e-ac06-e7a094dcfaec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355100 ms
Total Talk Time (AGENT): 88769 ms
Total Talk Time (CUSTOMER): 150356 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f5593d24-1b8c-4e5e-ac06-e7a094dcfaec_20250121T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. I'm calling from Providence in [PII]. I have no idea if I pressed the right button. I'm trying to just see if I, uh, CPT requires pre-authorization.
[AGENT][NEUTRAL] OK, I can help you with the pre-authorization [PII] and in case this call is disconnected, may I have your call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh yeah, let me get that put back over here. It looks like what I have is 002113942-01.
[AGENT][NEUTRAL] OK, you said 211-392-01?
[CUSTOMER][NEUTRAL] 002113942.
[CUSTOMER][NEUTRAL] 01.
[AGENT][NEUTRAL] I'm not able to pull up anything with that number. If you have a copy of their insurance card, it will be listed as policy starter certificate number.
[CUSTOMER][NEUTRAL] OK, let me see what they have here.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or do you have their social?
[CUSTOMER][NEUTRAL] Oh, here's the card.
[CUSTOMER][NEUTRAL] Let me see here. What was, what did, what did you say it would say on there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy cert or certificate number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. No, it says.
[CUSTOMER][NEUTRAL] It's got APL Universal Trucking Benefits association.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have their social?
[CUSTOMER][NEUTRAL] Let me see if I have that in there. I don't know if I do or not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Or if not, I can use their fir, the spelling of their first and last name.
[CUSTOMER][NEUTRAL] Uh yeah, I don't have the so the all, I don't have all of the social. Uh so the name, the first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII], [PII]
[AGENT][NEUTRAL] OK, and the last name is spelled [PII], I'm sorry, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not having that name come up in our system. Do you have the, what is the date of birth by chance?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said it was Universal Trucking listed.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this is handled by a different area. Let me get you with that error. Give me one moment and in case this call is disconnected, let me give you the contact number to verify that information. The number is [PII] and I'll transfer you over. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[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]. 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].
[CUSTOMER][NEUTRAL] [PII]. If you are a physician or hospital calling to verify medical eligibility, please press 1 for informa.
[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] Thank you for calling customer service. This is [PII]. May I have the member ID?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with American Public Life, and I have a provider on the line that need to verify some coverage. Um, the policy number is 2113942.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, you can go ahead and drop on me thank you.
[AGENT][POSITIVE] OK, here she is, thanks.
[CUSTOMER][NEUTRAL] Thank you for calling customer service this is [PII]. May I have the.