AccountId: 011433970860
ContactId: 5a453e77-ea93-4e74-a030-60bd044154c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231360 ms
Total Talk Time (AGENT): 40398 ms
Total Talk Time (CUSTOMER): 66063 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/5a453e77-ea93-4e74-a030-60bd044154c2_20250407T21:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APPL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was trying to see how do I go about making a vision appointment and who do I go through.
[AGENT][NEUTRAL] Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have your policy number with us, Mr. [PII]?
[CUSTOMER][NEUTRAL] Don't have it? No, I don't have it.
[CUSTOMER][NEGATIVE] I never even got my card.
[AGENT][NEUTRAL] May I have
[AGENT][NEUTRAL] OK, um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Say it again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. How do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment, I can.
[AGENT][NEUTRAL] Who's your employer?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I work for myself.
[AGENT][NEUTRAL] Truck driver?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, we do not handle the vision on this, um, with APL, um, so I'm gonna go ahead and get universal trucking on the line so they can assist you with the information about your vision, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Ruby Benefits, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was trying to see how do I find out how can I go get my vision checked and who which locations I'm available to go to. Alright, give me just a minute here.
[CUSTOMER][NEUTRAL] What's your telephone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] bear bear with me here [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] You've got Spectera Vision and they take it at Walmart, Pearle Vision Center, America's Best in Vision Works.
[CUSTOMER][NEUTRAL] Just simply tell them you got Specterra, give them your first and last name and you'll be in the computer system.
[CUSTOMER][POSITIVE] OK, thank you sir. Thank you sir bye bye now.