AccountId: 011433970860
ContactId: 279d69ba-660a-438f-a1ce-a4772114c67a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232720 ms
Total Talk Time (AGENT): 90165 ms
Total Talk Time (CUSTOMER): 87351 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/279d69ba-660a-438f-a1ce-a4772114c67a_20250204T19:08_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I love the I thought my last thing could be.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was just calling because um I've been trying to look to see what providers are in my network around my area and I, I was especially looking for uh I care but nothing shows up so I was just wondering if y'all could help me um look into that.
[AGENT][NEUTRAL] OK, um, can I please get your name and your callback number so I can help you with a provider?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Well, I have 2 of them. Which one do you need?
[AGENT][NEUTRAL] Either one is fine. It'll pull in all your policies for me if you just give me one of them.
[CUSTOMER][NEUTRAL] OK it's 02.
[CUSTOMER][NEUTRAL] 588 42 8.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then for security reasons I'm gonna need for you to verify your address, phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII], that's [PII].
[CUSTOMER][NEUTRAL] Uh [PII] and then you said phone number?
[CUSTOMER][NEUTRAL] As well.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you, I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK, um, in order for you to be able to um get providers for your area, I'm gonna need to transfer you to benefits and a card. They'll be able to help you find a provider for this, um, hospital indemnity plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I do not have, we don't have your vision.
[AGENT][NEUTRAL] Plan
[AGENT][NEGATIVE] It's not with our company.
[AGENT][NEUTRAL] So I won't be able to help you with that, but I can um go ahead and transfer you to benefits on the card to help with the hospital indemnity plan, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold. Do you want the phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's fine. I would just call back or, or if the vision plan is not with, if the vision plan is not with y'all, then that's something I need to check into because I'm really needing vision as soon as possible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yes ma'am I understand yes ma'am. Look on the back of your card and see who your vision plan is with.
[AGENT][NEUTRAL] But I'm gonna go ahead and transfer you on over to benefits and a card so that they can help you with your hospital indemnity plan. It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] Questions about your privacy choices.