AccountId: 011433970860
ContactId: fcf25c27-ce79-495c-9263-862635984ff0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526369 ms
Total Talk Time (AGENT): 74706 ms
Total Talk Time (CUSTOMER): 99398 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/fcf25c27-ce79-495c-9263-862635984ff0_20250110T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I wanted to see if you're able to tell me if a patient is um still eligible and if a pre-cert is required.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 02117131
[AGENT][NEUTRAL] OK, and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have the policy pulled up here. Verify the patient's name and date of birth for me please.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK, so now this policy is administered by a different company. It's Web TPA. What phone number did you dial, [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Alright, so I'm gonna give you the phone number to Web TPA who administers this policy. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 975.
[AGENT][NEUTRAL] 9458 and I can get you transferred to that area as well.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] Uh, alright, any other questions before we get you transferred?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL Kayla, give me one moment and I'll get you connected.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program.
[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] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK I'm waiting for a representative to uh connect.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] OK, I can hold as long as you want.
[CUSTOMER][NEUTRAL] Mhm
[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] with American Public Life Insurance Company. I have providers office Kayla on the phone to verify eligibility and pre-certification. Let me know when you're ready for the policy number.
[CUSTOMER][NEUTRAL] Oh, OK, give me just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, what is the policy number?
[AGENT][NEUTRAL] It's 002.
[AGENT][NEUTRAL] 117.
[AGENT][NEUTRAL] 131.
[CUSTOMER][NEUTRAL] OK, first and last name and date of birth of the patient.
[AGENT][NEUTRAL] Um, [PII], can you verify that information?
[CUSTOMER][NEUTRAL] Yes, [PII] 22,570.
[CUSTOMER][NEUTRAL] OK, pulling up her account now.
[AGENT][POSITIVE] OK. I'm gonna go ahead and release the call, [PII]. Uh, both of you have a good day. Thanks for calling ATL [PII].
[CUSTOMER][POSITIVE] Thank you you too.