AccountId: 011433970860
ContactId: 74061596-08ce-44d7-83f7-393f33da807e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221119 ms
Total Talk Time (AGENT): 69802 ms
Total Talk Time (CUSTOMER): 81525 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/74061596-08ce-44d7-83f7-393f33da807e_20250512T15:39_UTC.wav
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[CUSTOMER][NEUTRAL] you know express.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] Yes. Good, how are you?
[CUSTOMER][NEUTRAL] I, I'm all right. My name is [PII], uh.
[CUSTOMER][NEUTRAL] I work with Hind of Transportation. I have uh insurance with y'all with APF.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm trying to, um, I'm just left from my doctor.
[CUSTOMER][NEGATIVE] I'm having a problem with Labor doing my blood work. They can't get me in the system. So do y'all use another provider like with be doing blood work or?
[CUSTOMER][NEUTRAL] What do I need to do?
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] I got the card right here in my hand, um.
[CUSTOMER][NEUTRAL] Let me see, could I file for the number.
[AGENT][NEUTRAL] Uh, it should be the policy certificate number.
[CUSTOMER][NEUTRAL] What, what kind of number? I'm sorry, what kind of number?
[AGENT][NEUTRAL] Uh, it should say policy certificate. It'll be on the front of the card and then it, I think it's in the lower left-hand corner.
[CUSTOMER][NEUTRAL] Oh, members, member, uh, number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I got 001.
[CUSTOMER][NEUTRAL] 83
[CUSTOMER][NEUTRAL] 4041.
[AGENT][NEUTRAL] OK, Mr. [PII], can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your address?
[CUSTOMER][NEUTRAL] Uh 7.
[CUSTOMER][NEUTRAL] Oh shit, [PII] cool it's code.
[AGENT][NEUTRAL] And city and
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. OK, we want to see.
[AGENT][NEUTRAL] OK, it looks like this policy that you gave me, um, this is administered by web TPA, um, so they do the information and claims for it. Can I transfer you over there and they can answer your questions.
[CUSTOMER][NEUTRAL] Alright, that's fine, yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Thank you for calling about HughesNett satellite Internet. If you are interested in setting up
[AGENT][NEUTRAL] Sorry, that wasn't the right number. Let me type that again.
[CUSTOMER][NEUTRAL] So this is another insurance company under y'all.
[AGENT][NEUTRAL] Yeah, so you have a couple of different options. So under us we do like some supplemental policies, dental, but then this policy that you gave me, this is through web TPA.
[AGENT][NEUTRAL] So it's like, it's like another limited medical policy um that gives you coverage, so.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me try this number again. Hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the Limited Benefit Health Insurance Program.