AccountId: 011433970860
ContactId: 15b836c6-2558-433e-93df-c6a2c1e23095
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234690 ms
Total Talk Time (AGENT): 120010 ms
Total Talk Time (CUSTOMER): 47337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/15b836c6-2558-433e-93df-c6a2c1e23095_20250311T15:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm, uh, I believe my vision benefits are about to expire, so I'm looking, um, to check on that. Um, I have no idea who to call. I have a copy of the insurance card and I called the number there and they don't know anything, so, um, checking with you all to see if you could point me in the right direction.
[AGENT][NEUTRAL] OK, let me see if I can find some information. Uh, do you have your policy num? Let me get your name and a callback number really quick.
[CUSTOMER][NEUTRAL] Alrighty, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you and do you have your policy number with us?
[CUSTOMER][NEUTRAL] Um, there's a group number on this vision benefit card. I don't know if it's the right one card, uh, number, but that's 537-4418.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this, this, uh, company does not cover vision at all. Um, you may have a medical policy or a dental policy with us, and I can look and see if there's any information regarding your vision on there, but we do not cover vision at all, so let me try another way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try to pull you by your name.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] And you said your first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And if you could repeat your last name one more time.
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so it looks like you have medical.
[AGENT][NEUTRAL] And dental with us. If you could verify your date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying your account. Let me see if I can pull into any vision information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] to
[AGENT][NEUTRAL] OK, so I'm only showing.
[AGENT][NEUTRAL] Who your pharmac, um, like pharmacy who you call for pharmacy benefits.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, your dental.
[AGENT][NEUTRAL] Have you called uh IMA or Benefits in a card? Do you know if you called any of those numbers?
[CUSTOMER][NEUTRAL] I have not
[AGENT][NEUTRAL] OK, so benefits in a card normally has all your um benefit information under there, the different administrators and who covers what.
[AGENT][NEUTRAL] Um, let me see what their number is.
[AGENT][NEUTRAL] OK, uh, I can give you their number.
[AGENT][NEUTRAL] Um, and transfer you over if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][NEUTRAL] OK, the direct number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is there any other questions you have for me?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK, you have a wonderful day, [PII]. Hold one moment let me transfer you.