AccountId: 011433970860
ContactId: 2b568ce9-c09f-456b-b8c4-5109e9874b2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272859 ms
Total Talk Time (AGENT): 94780 ms
Total Talk Time (CUSTOMER): 121514 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/2b568ce9-c09f-456b-b8c4-5109e9874b2b_20250605T16:46_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah how you doing today? Um, I'm about to go to the doctor. Um, I looked at my wallet and my medical card's not inside my wallet. If someone could email me my medical card, um, I just looked into my files, and I have one from [PII]. I don't think that's the same, uh, number. It might be updated.
[AGENT][NEUTRAL] OK. Do you have
[AGENT][NEUTRAL] Um, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Uh, yeah, last name is [PII], social is [PII].
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said this was for your medical, is that right?
[CUSTOMER][NEUTRAL] Yeah, my medical card. I, I think I already have the vision one.
[CUSTOMER][NEUTRAL] But if you want to you can send a vision as well.
[AGENT][NEUTRAL] Um, we don't do the vision part, um.
[CUSTOMER][POSITIVE] No problem, don't worry about it. I don't even worry about it. I think I have it on.
[AGENT][NEUTRAL] Uh, let's see, so for your
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] For your medical, it's actually through web TPA um and I can transfer you over there and they can get that to you.
[CUSTOMER][NEUTRAL] I thought it was 8PL.
[AGENT][NEUTRAL] We do the dental, um, but we don't do the medical part.
[CUSTOMER][NEGATIVE] Oh, why did this lady on, I'm sorry, it's not your fault. Somebody else told me she gave me the number to APF.
[AGENT][NEUTRAL] Well, we do, we do, uh, yeah, we do the dental part, but we don't do the medical part. Um, let me see.
[CUSTOMER][NEUTRAL] The people that gave me this.
[AGENT][NEUTRAL] And make sure I'm not missing anything.
[CUSTOMER][NEUTRAL] This is, this is a runaround like I call this person to call this person to call this person.
[AGENT][NEUTRAL] Have you, have you talked to web TPA yet?
[CUSTOMER][NEUTRAL] No, I haven't. I don't know who, no, I haven't. I talked to the person.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] Yeah, uh, before you transfer me I'm gonna grab that number because.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if they, I don't know what's gonna happen when you come for me.
[AGENT][NEUTRAL] Um, it's 866.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] 866.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] I think I
[CUSTOMER][NEUTRAL] I had that number already. They had me on hold for like an hour.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK this is.
[AGENT][NEUTRAL] You might tell your like.
[CUSTOMER][NEUTRAL] Why do they have me on for?
[AGENT][NEUTRAL] You might, you might have a doctor that you're going to that your insurance is through web TPA because I think they might be able to access something online if you give them your like social and date of birth.
[CUSTOMER][NEUTRAL] Web
[CUSTOMER][NEUTRAL] Web
[CUSTOMER][NEUTRAL] WEB
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, WEB and then TPA, yeah.
[CUSTOMER][NEUTRAL] Web
[CUSTOMER][NEUTRAL] Oh WWED.
[AGENT][NEUTRAL] No, W as in water, E as in echo, B as in bath. Boy.
[CUSTOMER][NEUTRAL] TTA
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then TPA. T as in Tom.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] P as in Paul, A as in apple.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] TTA
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] W E D P P A.
[AGENT][NEUTRAL] WEB, B as in boy.
[CUSTOMER][NEUTRAL] Insurance.
[CUSTOMER][NEUTRAL] W, hold on. WE.
[CUSTOMER][NEUTRAL] B
[AGENT][NEUTRAL] Yes, like spider web web.
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][NEUTRAL] Oh, WEB, OK. T T T Z A.
[AGENT][NEUTRAL] TPA.
[CUSTOMER][NEUTRAL] T P A
[CUSTOMER][NEUTRAL] OK, W E B T P A.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, and then do you, you want me to transfer you or do you wanna try to see if maybe they can access it online?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, please transfer me.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Cause you never know what happens, right.
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Welcome to WebTPA.