AccountId: 011433970860
ContactId: 2ecf1f15-e7b7-4fe1-a22e-68027022a0eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374899 ms
Total Talk Time (AGENT): 71552 ms
Total Talk Time (CUSTOMER): 63218 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/2ecf1f15-e7b7-4fe1-a22e-68027022a0eb_20250422T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was wondering how I go about getting my vision card.
[AGENT][NEUTRAL] So this is a medical.
[AGENT][NEUTRAL] Uh, policy. We, so we do, so we deal with medical and dental.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, now do you have the number for the vision department?
[AGENT][NEUTRAL] No, sir. Let me put you on a brief hold and ask someone, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, thanks for holding. May I ask you what company you work for?
[CUSTOMER][NEUTRAL] Uh, Suttles truck leasing. I don't know if it's under Suttles truck leasing or Dana.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has all the companies I I just don't know what it's under.
[AGENT][NEUTRAL] OK, let's, what is your policy number?
[CUSTOMER][NEUTRAL] OK is 02317197.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK and then what's your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] Is uh [PII]. It's [PII].
[AGENT][NEUTRAL] OK, perfect. And then your mailing address on file?
[CUSTOMER][NEUTRAL] Is [PII] and that's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just a minute. It looks like.
[AGENT][NEUTRAL] Your group is Universal Trucking.
[AGENT][NEUTRAL] I do have a number for that. Just a minute.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm going to put you on a brief hold and then get a hold of them and connect you guys, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, of course, you're welcome. Just a second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] CVA?
[AGENT][NEUTRAL] Hi, yes, this is [PII]. I have a gentleman on the line and he's asking about vision insurance.
[AGENT][NEUTRAL] Uh, we don't
[CUSTOMER][NEUTRAL] OK, what's his first and last name?
[AGENT][NEUTRAL] OK, uh, let me go back.
[CUSTOMER][NEUTRAL] Yeah, that sounds
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEGATIVE] It is [PII].
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Thank you for holding, sir. Your vision insurance is with Spectera Vision, not with.