AccountId: 011433970860
ContactId: 600c0f92-d19a-4c23-bc13-2aada5bd0cba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265089 ms
Total Talk Time (AGENT): 93155 ms
Total Talk Time (CUSTOMER): 108958 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/600c0f92-d19a-4c23-bc13-2aada5bd0cba_20250106T14:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was calling because I'm calling on behalf of my spouse and my son, um, have insurance through his job with you guys, and he needed to go to the doctor so he can get his eyes and stuff checked out and to get a primary care doctor. So we are located in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we wanted to see what doctor was in the network um that he's able to go to.
[AGENT][NEUTRAL] It would be my
[CUSTOMER][NEUTRAL] So he can get his eyes and stuff checked out.
[AGENT][POSITIVE] All right. It would be my pleasure to assist you. Do you have a policy number available?
[CUSTOMER][NEUTRAL] Um, yes, policy number is 02514.
[CUSTOMER][NEUTRAL] 853.
[AGENT][NEUTRAL] Thank you. And what is your name and date of birth, please?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And you're his mother?
[CUSTOMER][POSITIVE] But he's right here though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I'm, I'm [PII]'s mother, but [PII], he is right here. He just, he's sitting right here. He don't feel good, but he's sitting right here.
[AGENT][NEUTRAL] As long as I have permission to speak to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. OK, so with our company, American Public Life, he has a dental policy and a disability policy. Now, I can transfer you to the Universal Trucking Benefits department to see where his medical vision insurance is through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And with our dental policy, there's no network he can go to any dental provider just so you know that for future reference.
[CUSTOMER][NEUTRAL] OK, so with the dental is, there's no network. He can go to any dental.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] That's correct. Any, any dental provider, but I can transfer you to them to see where his medical.
[AGENT][POSITIVE] And uh vision benefits are through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. It would be my pleasure and if you don't mind holding just a moment for the transfer. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And thank you for calling APL. I'm transferring the call now.
[CUSTOMER][NEUTRAL] OTVA.
[AGENT][NEUTRAL] Good morning. It's [PII] at APL. I have, well, I have the mother of [PII], and Paris is available. He, he gave me permission to speak. He is with you, uh, PNS Transport, and he's calling for medical and vision coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How do you spell his first name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] OK. You can go ahead and send him over.
[AGENT][POSITIVE] All right thank you I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] At with Universal trucking benefits, please leave me a message with your name and phone number, and I'll return your call as soon as I can.
[CUSTOMER][NEUTRAL] Hi, yes, I was calling, um, could you please give us a call back at [PII], which his name is [PII] 904904, I'm sorry, [PII], or you can call [PII] calling to try to find out who my coverage is through for my medical and my vision so that I can be able to make appointments. So if you can give me a call back so I can make the appointments uh within the network.
[CUSTOMER][POSITIVE] [PII] thank you have a great day.