AccountId: 011433970860
ContactId: 5499f54a-2d6d-4edd-9034-73fea63849ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331059 ms
Total Talk Time (AGENT): 132849 ms
Total Talk Time (CUSTOMER): 151369 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/5499f54a-2d6d-4edd-9034-73fea63849ad_20250108T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I'm calling, um, in reference to, um, I am here trying to get an eye exam and they're asking me for the plan, for the the vision plan, but I'm not sure.
[CUSTOMER][NEUTRAL] So, that's why I was calling.
[AGENT][POSITIVE] OK. I'm happy to take a look. Do you have any sort of policy number with us or anything?
[CUSTOMER][POSITIVE] Yes, yes, I do.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] Um, when you, OK, that's 02521043.
[AGENT][NEUTRAL] Alright, let me just pull this up here. Give me one second.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And then what is your uh first name, last name, and date of birth, please?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It would, it would be my husband because it's a family plan. Uh, I think I should probably give you my husband.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's [PII], [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then Gladys, if you could just verify please also the current address we should have on file for you.
[CUSTOMER][NEUTRAL] Yes, that's uh [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Alright thank you and the Gmail account we have on file is the email is still a good email for you guys the [PII] account?
[CUSTOMER][NEUTRAL] Yes, yes, the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see here.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Did you wanna see the card?
[CUSTOMER][NEGATIVE] You know, I received um card, the card and insurance cards 2 times. I never received them.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] I requested them.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, if you want I can email you a card. Would that be um would that work? That would be the quickest way that I can get you one or we can send you one in the mail.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] No, I do have them online, um.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I do have one. I was able to, I'm able to see them online, but I wanted like a, a physical card because my plan is not working. I didn't have a chance to print them, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well that's why I requested if they could send the card, but they called two times. They told me they sent them, but we never received them.
[AGENT][NEUTRAL] Hm, OK, let me try and see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because with with this insurance, we don't have separate like vision card we have to use the regular insurance card for vision, right? because.
[AGENT][NEUTRAL] Well, so that's what I was looking at. So you guys have a couple of different plans with us. You have the hospital plan.
[AGENT][NEUTRAL] Um, a dental plan and you also have like an accident, but your hospital plan doesn't include vision on it. So we don't have you guys listed on a, like, we don't offer a vision plan that I'm seeing, so he may need to reach out to his employer to see who that's through cause it's not through us, unfortunately.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, really.
[AGENT][NEUTRAL] Cause the number that you gave me is for your, is for your medical insurance.
[CUSTOMER][NEUTRAL] Because last time.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I see, yeah, I see the other plans that you have, but your medical coverage doesn't include vision.
[CUSTOMER][NEUTRAL] So because we did, we did apply for vision and dental, we got the dental and medical we have, so there's no, there's no, you don't, you don't offer visual?
[AGENT][NEUTRAL] Right. So it,
[CUSTOMER][NEUTRAL] Vision, vision plan?
[AGENT][NEUTRAL] Right, so it wouldn't be with us, it has to be with a different company.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, your husband, yeah, your hus your husband should have a number that he can call for like an HR person.
[CUSTOMER][NEUTRAL] Then I have to, I have to call them.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And see, yeah, who the coverage is through.
[CUSTOMER][NEUTRAL] OK, OK. OK. All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Thanks for the information.
[AGENT][POSITIVE] And you're welcome. You're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You too. Bye-bye. Bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh