AccountId: 011433970860
ContactId: e6882df7-9cc8-4418-bb70-cf0f55242bf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138699 ms
Total Talk Time (AGENT): 37980 ms
Total Talk Time (CUSTOMER): 60088 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/e6882df7-9cc8-4418-bb70-cf0f55242bf3_20250410T19:09_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]. Uh, my name is uh [PII].
[CUSTOMER][NEUTRAL] And my member ID number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 02, yes.
[AGENT][NEUTRAL] OK, yes, what's your ID?
[CUSTOMER][NEUTRAL] 02, yeah, 02.
[CUSTOMER][NEUTRAL] 346-844.
[AGENT][NEUTRAL] OK. Uh, and can I verify a few pieces of information? What is your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] It's my last name [PII].
[AGENT][POSITIVE] OK, and then a good callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. How can I help you today?
[CUSTOMER][NEUTRAL] I'm just calling regarding a vaccine. I wanted to see if uh, I wanna, uh, my wife would like to do some vaccines and we would like to see if the insurance covers some of it.
[AGENT][NEUTRAL] OK, it looks like um for your claims this goes through web TPA.
[AGENT][NEUTRAL] Um, I can transfer you over there and they can help you with questions on that, or I can give you their number.
[AGENT][NEUTRAL] Or both.
[CUSTOMER][NEUTRAL] Yeah, you can transfer transfer. Um, can I get the number too? Yes, uh, you can transfer and also give me the number.
[AGENT][NEGATIVE] Um, they're not.
[AGENT][NEUTRAL] OK. The number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health.