AccountId: 011433970860
ContactId: fef70c3f-e34d-4fae-b564-231137d67dbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 825260 ms
Total Talk Time (AGENT): 322060 ms
Total Talk Time (CUSTOMER): 264743 ms
Interruptions: 7
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/fef70c3f-e34d-4fae-b564-231137d67dbf_20250304T16:24_UTC.wav
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[AGENT][NEUTRAL] Excuse me. Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over at Web TPA customer service.
[AGENT][NEUTRAL] I'm sorry, what was your first name? I'm so sorry, I didn't catch it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]. No problem, [PII]. Yes, at web TPA.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Uh hi, and you're with Web TPA. Mhm. How can I help you today, [PII]? Uh-huh.
[CUSTOMER][NEUTRAL] Yes, customer service, uh, provider was checking on a payment, and on that payment the shows that the check was sent to, um, you, your company, [PII].
[CUSTOMER][NEUTRAL] And I was trying to, we were trying to track down the check because the provider didn't get it yet.
[AGENT][NEUTRAL] OK, so you have a number in which your benefit payment was sent to.
[CUSTOMER][NEUTRAL] A provider.
[CUSTOMER][NEUTRAL] A provider, uh, hospital, we cut a check for $20,000 [PII], and then our finance department sent it over to uh [PII].
[AGENT][NEUTRAL] Thorns.
[CUSTOMER][NEUTRAL] [PII], American Public Life in uh [PII]. Are you in [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am, yes, ma'am. I am located in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so we were trying to track down the check because the provider didn't get it yet.
[CUSTOMER][NEUTRAL] And she was told that was mail from there on the [PII].
[AGENT][POSITIVE] OK, so [PII], so I can try and help you with this. Um, go ahead and give me a good callback number for you.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]. OK, thank you. And the policy number?
[CUSTOMER][NEUTRAL] Um, it is 00.
[CUSTOMER][NEUTRAL] Wait here.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] 77644.
[CUSTOMER][NEUTRAL] 01.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Give me just a moment because that's
[AGENT][NEGATIVE] Not a valid policy number for us.
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] You said 002277644?
[AGENT][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] For sure one of our members for APL.
[AGENT][NEUTRAL] OK. Something is just a mess. OK. First off, there's only 10. It should not be 20s.
[CUSTOMER][NEUTRAL] Oh, I forgot in ours is too. I do apologize. Yeah, you, you all don't have both zeros. You just have the one. We always have to add another one we get over here.
[AGENT][NEUTRAL] OK, look.
[AGENT][NEUTRAL] So give me just a moment to get this pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I'm able to provide that would be a verification of benefits and not a guarantee of payment. What's the patient's name and date of birth?
[CUSTOMER][NEGATIVE] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And let me see if there
[AGENT][NEUTRAL] OK, so Web TPA sent a check to.
[CUSTOMER][NEUTRAL] I don't think they're active anymore.
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] To the hospital.
[CUSTOMER][NEUTRAL] Yes, yes, it was, it was addressed for the hospital, but it was sent to [PII].
[AGENT][NEUTRAL] OK, then. OK, now, [PII].
[AGENT][NEUTRAL] Do you know why it was sent to [PII]?
[AGENT][NEUTRAL] She's with APL.
[CUSTOMER][NEUTRAL] All I all I see is that it was.
[CUSTOMER][NEUTRAL] Aren't you with APL?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] In [PII] because I was trying to get to her. I was trying to reach her to see about the check.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so let's
[AGENT][NEUTRAL] OK, so just a moment. Let me
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's an old address as well. Yes, ma'am. That's an old address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, so that's wrong. It may come back to us then.
[AGENT][NEUTRAL] Yes, the correct mailing address now um goes to our [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't see any notes regarding.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] So can you give me um [PII] [PII]'s new address so I can give it to the finance so they can.
[AGENT][NEUTRAL] Yes, just one moment and and I'll pull that information up but just.
[CUSTOMER][NEUTRAL] There's no uh
[CUSTOMER][NEUTRAL] No forwarding address at all?
[AGENT][NEUTRAL] Well, it's not been that addressed for
[AGENT][NEUTRAL] Um, quite some time.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm gonna have to place you on a brief hold to look at a few things. Is that OK, [PII]?
[CUSTOMER][NEUTRAL] OK. Oh you, you.
[AGENT][NEUTRAL] OK. Yeah, I'm gonna need a place.
[CUSTOMER][NEUTRAL] Would you like to call back?
[CUSTOMER][NEUTRAL] The research
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, I'm not sure how I need to proceed with this one. So do you mind just holding for? OK, thank you.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh man, OK. All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], I don't wanna have, I'm not trying to repeat myself, but because this is a very, um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Out of the ordinary circumstance. So you all issued payment to a facility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To the provider, yes, to the hospital. Yes, and then.
[AGENT][NEUTRAL] But you mail the check to [PII] with APL?
[CUSTOMER][NEUTRAL] There was a redirected check to mhm.
[AGENT][NEUTRAL] OK, so it never went to the facility?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] By the finance department? No, it did not.
[AGENT][NEUTRAL] OK, so, OK, hold on just a second.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] So it was for a hospital claim.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] But web TPA's finance department, right? redirected it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Stearns American Public Life.
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] And all these years, [PII], you have asked me a question that I have never had come up.
[CUSTOMER][NEGATIVE] I don't think I'd ever call anybody about it before. This is my first time doing this. I pro I may not, it might be that I'm not supposed to do that, but I thought I, she called several times. I thought, well, let me just do it 3 way.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, that's OK. I mean, I just.
[AGENT][NEGATIVE] Yeah, I just don't know how to direct you and I can't connect you with her and she's not available.
[AGENT][NEUTRAL] So I may have to um
[CUSTOMER][NEUTRAL] Send her an email or something I guess.
[AGENT][NEUTRAL] Yeah, I may have to reach out to her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I have her to check on this. Do you have a check number by chance?
[CUSTOMER][NEUTRAL] Uh-huh, 56945.
[AGENT][NEUTRAL] 56945 and who?
[CUSTOMER][NEUTRAL] Dated [PII].
[AGENT][NEUTRAL] Dated [PII].
[CUSTOMER][NEUTRAL] [PII] for $20,000.
[AGENT][NEUTRAL] OK. And who's it made out? 20 even, OK. And then who's it made out to?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Memorial Hospital, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, wait. OK. Let's start it. Uh-huh. But the first part, is it cone like a pine cone?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, like a pine cone, yes, it is.
[AGENT][NEUTRAL] OK. All right. So Conema and what was the rest of it?
[CUSTOMER][NEUTRAL] Memorial Hospital in [PII].
[AGENT][NEUTRAL] Alright, hold on one second.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see just
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry. Say that again. I was reading something else.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so that's what I'm going to, um, [PII] is not available she's in a meeting. I just double check that again. So what I can do is and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII], when she calls back, the [PII], what is the first initial to your last name?
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] OK, and is there a specific extension or how or option that she would need to?
[CUSTOMER][NEUTRAL] I don't have an extension.
[CUSTOMER][NEUTRAL] It's the customer service.
[AGENT][NEUTRAL] OK. Are you the young [PII]?
[CUSTOMER][NEUTRAL] No, on the pet A.
[AGENT][NEUTRAL] You're the only pet 8, OK, can I, OK, let's see later on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, so yes, let me, um, let me send her an email.
[AGENT][NEUTRAL] Um, let me just double check one more time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, what's your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you, [PII].
[AGENT][POSITIVE] Uh-huh. You're welcome.
[AGENT][NEUTRAL] Yeah, she's in a meeting so I will um and it looks like she's probably gonna be unavailable for several hours, but I will send her an email right now, [PII], asking her um to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Follow up with you on this and that she could just ask for [PII], is that correct?
[CUSTOMER][NEUTRAL] That would be fine, yes.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I'm gonna give you a reference number.
[AGENT][NEUTRAL] My you would use my name along with today's date for your reference number.
[CUSTOMER][NEUTRAL] Oh no, I was gonna give you my reference. I was gonna see if you want my reference number. OK, it's 25,001,389,140.
[AGENT][NEUTRAL] Oh, OK. Yeah, sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that was 25,001,389,140.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. All right. Well, thank you very much. Yes, ma'am. And is there anything else, [PII], that I can help you with at the moment?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Uh no, that will be all. I appreciate your help.
[AGENT][POSITIVE] OK. Oh, well, you're certainly welcome and thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][POSITIVE] You're very welcome you as well thank you.
[AGENT][POSITIVE] Yes ma'am. Thank you.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK can I release the call. I'm to release your call.
[CUSTOMER][NEUTRAL] Oh, yeah.