AccountId: 011433970860
ContactId: f8daa25f-1a0a-4205-bc93-6a519ec57e90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306339 ms
Total Talk Time (AGENT): 84019 ms
Total Talk Time (CUSTOMER): 143506 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/f8daa25f-1a0a-4205-bc93-6a519ec57e90_20250321T15:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Memorial Hospital of Gulfport, [PII], and calling uh to check on a claim.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status, [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's going the phone number is gonna be [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02396600.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And thank you so much for verifying the member's information and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that this for this product, um, the claims are through web TPA. I can give you their phone number and transfer you over to a representative if you'd like for the claim status.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, so the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. before I transfer you, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] Alright, hold on one moment and thanks for calling APO.
[CUSTOMER][NEUTRAL] Thank you. 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 Beach Street PPO network, please press 2.
[CUSTOMER][NEUTRAL] For questions concerning pharmacy services, you may contact Caremark at [PII]. To speak to a customer service representative regarding any other issues, please press 3 now or simply stay on the line.
[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]. May I please have the member ID?
[AGENT][NEUTRAL] Hi, [PII], my name is [PII]. I'm calling from APL. Um, I have our member ID. Will that help you?
[CUSTOMER][NEUTRAL] Um, are you calling in regards to a specific patient or are you calling for a group as a whole?
[AGENT][NEUTRAL] For, uh, it's a provider on the other line needing a claim status for a particular patient.
[CUSTOMER][NEUTRAL] Alright then I would just need the member ID number for the patient then.
[AGENT][NEUTRAL] OK, 2,396,600.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First and last name and date of birth of the patient, please.
[AGENT][NEUTRAL] It's [PII], [PII].
[CUSTOMER][NEUTRAL] Alright, let's see here.
[CUSTOMER][NEUTRAL] And is this in regards to benefits or oh you said it was for a claim, correct?
[AGENT][NEUTRAL] Mhm, claims that.
[CUSTOMER][NEUTRAL] OK, and may I have your name one more time please?
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] You said you're with ATL.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm waiting for my assistant to catch up with me and then I can.
[CUSTOMER][NEUTRAL] Take the provider.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries. I'm writing my notes.
[CUSTOMER][NEUTRAL] I understand. Let's see.
[CUSTOMER][NEUTRAL] Alright, if you wanna transfer that provider on over to me I can take it from here.
[AGENT][NEUTRAL] Alrighty, and hold on one moment.
[CUSTOMER][POSITIVE] No, take your time.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] All right, thank you [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, ma'am. My name is