AccountId: 011433970860
ContactId: a08a87e6-59ef-47d4-9dfd-cfdfbc2acbff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394359 ms
Total Talk Time (AGENT): 151903 ms
Total Talk Time (CUSTOMER): 96469 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/a08a87e6-59ef-47d4-9dfd-cfdfbc2acbff_20250516T13:51_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]. This is [PII]. He is calling and um
[CUSTOMER][NEUTRAL] I'm calling because I need information on the the vision department. what do I, who do I need to speak with? What what's the number?
[AGENT][NEUTRAL] I'm sorry, for which department?
[CUSTOMER][NEUTRAL] Vision. Um, I have.
[CUSTOMER][NEUTRAL] With the insurance APL, I have all three dental, this what is the hospital and vision and the vision didn't send me a card and they said that they was gonna send me the information of who all I could see that they accept them that take their um insurance. So I need to speak with them so I can get the information so when I go to the eye doctor, I can give it to them.
[CUSTOMER][NEGATIVE] Because they didn't give me a card.
[AGENT][NEUTRAL] OK, ma'am, we don't have vision insurance, um.
[AGENT][NEUTRAL] But you said you know you, you have it through APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, let me get a good callback number in case we get disconnected and then I can look that up.
[CUSTOMER][NEUTRAL] I spoke with someone but
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I, I spoke with someone before they say something about Sparta and they gave me a couple of numbers, a phone number and a policy number or something.
[AGENT][NEUTRAL] OK, do you have a policy number?
[AGENT][NEUTRAL] With you?
[CUSTOMER][NEUTRAL] I don't have no idea what the paper, that's why I'm calling back for.
[AGENT][NEUTRAL] Oh, that's that's OK. Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right. And if it's all right with you, ma'am, is it OK if I look you up by your social security number and I can look up your policy?
[CUSTOMER][NEUTRAL] [PII], I mean [PII].
[AGENT][NEUTRAL] OK, one more time. I have [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment while I look you up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I am seeing that you have
[AGENT][NEUTRAL] 3 different insurances with us.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, you have
[AGENT][NEUTRAL] Term life insurance with us, hospital indemnity and dental with us. I don't see anything for vision, um.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Now, some of the hospital indemnity plans might have some vision covered, but it's only in case of an accident. It's typically not just routine care.
[AGENT][NEUTRAL] Let me transfer you so do you work? who do you work for, ma'am? Do you mind if I ask?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me make sure.
[AGENT][NEUTRAL] Let me make sure I have the correct person too. Uh, can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] In your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is your phone number the same as the one that you're calling from?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me see what we got.
[AGENT][NEUTRAL] It looks like for this particular one it sometimes you'll get an insurance card that has APL on it but it's not APL vision so I'm going to, if that's all right with you, transfer you to Universal Trucking because that would be the employer that you would talk to in regards to this and they would be able to pull up your your vision insurance and I'll go ahead and transfer you give me one moment, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment while I look up their number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me give them a call and I'll be with you in just a moment, OK? I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Capital Group B2BA.
[AGENT][NEUTRAL] Hi, my name is [PII] and I work for uh APL. I have a [PII] on the phone who is claiming that she has vision insurance with us, but we don't have vision insurance, and I was wondering um if I transfer, if I could transfer her to you, um, for you all to help her out. All right, give me one moment.
[CUSTOMER][POSITIVE] Yes, you can.
[AGENT][NEUTRAL] [PII], are you still on the phone?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, I have someone at UTBA who can help you out with that vision insurance, OK?
[CUSTOMER][POSITIVE] Oh, OK, I appreciate you.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Yes ma'am, thank you for holding. Um, your vision insurance is with Spectera Vision.