AccountId: 011433970860
ContactId: 00687969-0ed5-4e5c-b9ae-d35daa379ea6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399720 ms
Total Talk Time (AGENT): 232424 ms
Total Talk Time (CUSTOMER): 70352 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/00687969-0ed5-4e5c-b9ae-d35daa379ea6_20250317T17:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I wanted to make sure that I have, I'm covered for vision insurance health, health insurance.
[AGENT][NEUTRAL] OK, vision and health insurance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Can I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, alright and um do you have a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. Alright, um do you mind, um, do you have a policy number by any chance?
[CUSTOMER][NEUTRAL] Um, I couldn't hear you now.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] I'm sorry, can you hear me now?
[CUSTOMER][POSITIVE] Um, yes, I can.
[AGENT][NEUTRAL] OK, yeah, the phone's kinda, I think your phone's kinda going in and out. Um, do you happen to have a policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] parts
[CUSTOMER][NEUTRAL] Um, can I give you my social? because I can't find my card right now.
[AGENT][NEUTRAL] That would be fine. Yes, sir. That will be fine. What's your social?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, give me just a moment let me see if I can get that pulled up for you. How's your day going?
[CUSTOMER][POSITIVE] It's going pretty good.
[AGENT][POSITIVE] Good, good.
[AGENT][NEUTRAL] OK, Mr. [PII], I do believe I found you found something on you, but you could, if you could verify some information for me. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And thank you for that. And what is your current mailing address and email address, please?
[CUSTOMER][NEUTRAL] [PII]. My email is [PII].
[AGENT][NEUTRAL] Alright, thank you. OK, so you wanted to see um what type of insurance you have with us, basically?
[CUSTOMER][NEUTRAL] Um, yeah, yeah.
[AGENT][NEUTRAL] OK, I can help you with that. Um, so this particular policy, Mr. [PII], is a, the one I got pulled up is a dental policy through um Steven Transport, the universal Trucking Stevens Transport. You, you've had it since [PII] it looks like um you did ask about a, I believe I heard a vision policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so the vision policy is not through APL it is through another company. We don't offer the vision, but let me tell you what you have with us. So you have dental.
[AGENT][NEUTRAL] You have hospital indemnity, disability, and critical illness with us, with American public life.
[CUSTOMER][NEUTRAL] OK, you say it dental possi um.
[CUSTOMER][NEUTRAL] Hospital and what else?
[AGENT][NEUTRAL] OK. Dental hospital indemnity, like a medical plan, um, critical illness and disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. That's what you have with APL uh-huh. Um, now your vision insurance, um.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me see if I can tell.
[AGENT][NEUTRAL] Where your vision insurance is through. Give me just a second. I can look that up real quick.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I wanna say it's Spectrum.
[AGENT][NEUTRAL] But I'm not really
[AGENT][NEUTRAL] Um, certain who your vision is through, um, I can let you speak to Universal Trucking benefits and they can tell you where your vision, um, insurance is or who it's through.
[CUSTOMER][NEUTRAL] OK, yes, ma'am, because.
[AGENT][NEUTRAL] OK, alright. Also, Mr. [PII], I wanted you to know that we do have an online service center.
[AGENT][NEUTRAL] Um, that you can sign up to create an account with us and view all of your policy benefits with us online. Um, I'll be glad to email you over a guide to help you get that set up. Would you like for me to do that?
[CUSTOMER][NEUTRAL] Um, I, I actually just, um, created the profile.
[AGENT][POSITIVE] Oh, you did? OK, good, good deal.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright then you, you get, you get with it today then good OK um so let me get you over to Universal Trucking benefits if you don't have any more questions for me.
[CUSTOMER][POSITIVE] Um, no, ma'am, you can, um, trust me. Thank you.
[AGENT][POSITIVE] OK, alright, you're welcome. I hope you have a good day today. Thanks for calling APO, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you you
[AGENT][NEUTRAL] OK, hold for a transfer.
[AGENT][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Capital Group universal Benefits.
[AGENT][NEUTRAL] Hey, good afternoon. This is [PII] with APL I have Mr. [PII], and he has the dental and medical with us disability, but he's wanting to know about his uh vision. Could you help him with that?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, you can put him through.
[AGENT][POSITIVE] OK. All right, thank you so much. Have a good afternoon. Bye bye.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.