AccountId: 011433970860
ContactId: 688e42e6-3948-4f0d-a111-a2c6c20eb4a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137050 ms
Total Talk Time (AGENT): 45273 ms
Total Talk Time (CUSTOMER): 40339 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/688e42e6-3948-4f0d-a111-a2c6c20eb4a1_20250605T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is Ped over at Web GPA. I am transferring over. How you doing?
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Wonderful, thank you. I'm transferring over [PII].
[CUSTOMER][NEUTRAL] And he needs a copy of his ID card.
[AGENT][NEUTRAL] OK, I actually just talked it.
[CUSTOMER][NEUTRAL] ID number 00. I'm sorry?
[AGENT][NEGATIVE] I actually just talked to him and I, we don't.
[CUSTOMER][POSITIVE] I believe you're right.
[AGENT][NEUTRAL] Because we don't have it says to transfer to web TPA.
[CUSTOMER][NEUTRAL] We don't do ID cards, you all do.
[AGENT][NEUTRAL] OK. What was his ID or number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] We, we do the planes.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, um, I, I don't know how to access this card. I don't see a card on file, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can one be ordered for him? I gave him the number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he can go to the doctor without the card.
[AGENT][NEUTRAL] Yeah, because they, they can call you and verify with this policy number, his benefits. Is that right?
[CUSTOMER][POSITIVE] Exactly, yes.
[CUSTOMER][NEUTRAL] I tried to talk him into him. He's a little impatient.
[AGENT][NEUTRAL] OK, yeah, because I don't, I don't even have access to it. We have a dental card I can give him, but I don't have a card for web TPA, so, OK, I'll tell him.
[CUSTOMER][NEGATIVE] It's gonna be APL it's not gonna be OK.
[CUSTOMER][NEUTRAL] Alright, here he is.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] But you, you, you process the claims, correct?
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Hello?