AccountId: 011433970860
ContactId: 2f7bc050-c45c-44c6-bc67-daecf270b6ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162410 ms
Total Talk Time (AGENT): 72838 ms
Total Talk Time (CUSTOMER): 32092 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2f7bc050-c45c-44c6-bc67-daecf270b6ae_20250115T17:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Hi, thank you for calling APO. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, this, um, I'm at, uh, Whitaker eye center and a patient brought this I I ID card. We was trying to see what kind of vision plan and who's the vision provider.
[AGENT][POSITIVE] OK, yeah, um, I'd love to help you with that. Does that ID card have a policy number on it for you I can look up?
[CUSTOMER][NEUTRAL] Yes, it's 02479052.
[AGENT][NEUTRAL] And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, perfect, and I am so sorry, one second actually.
[AGENT][NEUTRAL] Do you mind if I really quickly go ahead and grab also your name and a good callback number?
[CUSTOMER][NEUTRAL] OK, my name is [PII]. I'm calling from Whitaker Eye Center.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] Let me see, I'm gonna see if I can.
[AGENT][POSITIVE] Hope you figure that out today.
[AGENT][NEUTRAL] All right. Unfortunately, I'm not showing any information on my side on um where the vision benefits would be, but what I can do is I can give you um
[AGENT][NEUTRAL] The contact number for the group that sets up their benefits, it's called Universal Trucking Benefit Association, UTBA for short, and they might be able to point you in the direction of um of vision care that they might be coordinating for their insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, perfect. The phone number is [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Hey, it's my pleasure thank you so much for calling us here at APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.