AccountId: 011433970860
ContactId: 43776002-6f4e-4eee-8ec3-a0663b296834
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135270 ms
Total Talk Time (AGENT): 65289 ms
Total Talk Time (CUSTOMER): 40620 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/43776002-6f4e-4eee-8ec3-a0663b296834_20250116T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hello, um, so I have my insurance card and I'm just trying to get the vision, I guess, um, insurance card. I was told that it's, um, I guess like virtual, I guess, or.
[CUSTOMER][NEGATIVE] It's not uh printed.
[AGENT][NEUTRAL] OK. Um, we don't offer vision insurance.
[CUSTOMER][NEUTRAL] Uh hm.
[CUSTOMER][NEUTRAL] So it's just dental?
[AGENT][NEUTRAL] Uh, let me take a look at your policy and I can tell you what it is, but I do know we don't offer vision. I do apologize about that. Uh, what's your policy number?
[CUSTOMER][NEUTRAL] OK, it is policy number 02464561.
[AGENT][NEUTRAL] OK, give me just a second, and just in case we get disconnected, what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And your name?
[CUSTOMER][NEUTRAL] My name is [PII], but it's for [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], can you verify [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, ma'am. This is a dental policy. Now, uh, his employer may have a vision plan, um, that is sublet out from another insurance company because we pretty much offer everything but vision, um, so it's not to say he doesn't have vision, uh, but y'all would need to contact his employer and see who the vision policy is for.
[CUSTOMER][POSITIVE] OK. Alrighty, will do. Thank you so much for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No problem. Was there anything else I could do for you all today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right well thank you so much for calling APL and y'all have a wonderful day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.