AccountId: 011433970860
ContactId: fc711622-f1a9-48f8-9a9d-050ba78402e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304660 ms
Total Talk Time (AGENT): 78850 ms
Total Talk Time (CUSTOMER): 174470 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/fc711622-f1a9-48f8-9a9d-050ba78402e7_20250414T17:43_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I have a question for you.
[CUSTOMER][NEUTRAL] I'm at my, uh, I'm at my doctor's office and I was trying to get
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] A uh
[CUSTOMER][NEUTRAL] A shop that they that they that they were offering.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I, I, I, I went to the window seat and they, they said my insurance company just automatically said no. Why is that? Why, why is that?
[AGENT][NEUTRAL] I can, I can certainly check that for you, sir. Do you have your policy number available?
[CUSTOMER][NEGATIVE] Oh God, I don't have that number. What, how else can you look it up?
[AGENT][NEUTRAL] I can look it up by your social if that's OK.
[CUSTOMER][NEUTRAL] Yeah, let's try [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And what is that um date of birth of yours, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Perfect. And what is a good callback number in case we get disconnected, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Mr. [PII], your medical benefits are through web TPA. Let me get a representative on the line with them real quick so they can assist you with that, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, if you'll hold just one moment.
[CUSTOMER][NEUTRAL] Alright.
[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 [PII].
[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][NEUTRAL] Thank you for calling customer service. This is [PII]. May I have the member's ID number please?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with APL. The member's number is 236-590-6.
[CUSTOMER][NEUTRAL] 236-5906
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Name of the patient?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth.
[AGENT][NEUTRAL] His date of birth is [PII], no, it isn't. It's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] He's on the line.
[CUSTOMER][NEUTRAL] Uh, information.
[AGENT][NEUTRAL] Yeah, he's on the line. He's at a doctor's office and want to know why something is not covered.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] So they've called and verified and it's not covered.
[AGENT][NEUTRAL] Right. And so he's got questions regarding that. Mhm.
[CUSTOMER][NEUTRAL] Right? Oh OK.
[CUSTOMER][NEUTRAL] OK, go ahead and.
[AGENT][POSITIVE] All right, let me get him on the line. Thank you, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Mr. [PII], I have [PII] on the line. She's going to assist you and have a wonderful afternoon.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hello, sir.
[CUSTOMER][NEUTRAL] Yes. OK, so I do know that they just transferred you over. What is your name and date of birth to verify?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Thank you. A good phone number for you?
[CUSTOMER][POSITIVE] [PII]. Thank you, how can I help you today?
[CUSTOMER][NEUTRAL] Yes, I was just at my doctor's office and I was trying to get a shot that they were offering.
[CUSTOMER][NEUTRAL] To see if my shares would cover it.
[CUSTOMER][NEUTRAL] And I don't know if they