AccountId: 011433970860
ContactId: afae90aa-c5ef-4a07-b3fe-c5287dbae4dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348549 ms
Total Talk Time (AGENT): 115820 ms
Total Talk Time (CUSTOMER): 67708 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/afae90aa-c5ef-4a07-b3fe-c5287dbae4dd_20250106T13:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm fine, I'm fine. Uh, my name is [PII], and I drive for Blair Logistics and I have insurance coverage through you all.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And um I lost my, I lost my ID card, insurance card, and I'm at my eye doctor right now and I need my ID number and my group number if you can provide that for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And spell your last name for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And a good OK and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what state do you reside, [PII]?
[CUSTOMER][NEUTRAL] I'm in [PII].
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that this, you're at a, your vision doctor?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's your complete mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I have located your policies. I'm showing you have a dental policy, a medical policy through web TPA and then a life term life policy with their American Public Life. I don't show a vision policy. It must be administered through a different company. Let me see if I have that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's who the carrier is.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're not going for medical concern. This is just your routine vision checkup, right?
[CUSTOMER][NEUTRAL] Yeah, yes, ma'am.
[AGENT][NEUTRAL] OK. I'm trying to look at your card and it just tells me who your prescription carrier is and the network of providers. It doesn't show on your card who your vision carrier is, so you'll need to um contact you TBA. I don't know if they're open yet. I mean, I can transfer you over there.
[AGENT][NEUTRAL] That I'm thinking they open at your Eastern time, so it's [PII] your time, we could try them and see if someone is there. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you have any other questions for us before I can try to get you transferred?
[CUSTOMER][NEUTRAL] Oh no, that was it. I was just trying to get my ID and my group number.
[AGENT][NEUTRAL] Now if they, if a voicemail comes on, do you want me to uh go ahead and let you leave a voice message?
[CUSTOMER][NEUTRAL] While I'm at my
[CUSTOMER][NEUTRAL] All right, you can
[CUSTOMER][NEUTRAL] I don't know what to do. I'm in the doctor's office right now. Yeah, I guess I can leave a voice message.
[AGENT][NEUTRAL] Yeah, because this is basically who handles your uh your hub, your employer, so you can leave a message for them that um you need a copy of your vision ID card and your you know, to get the policy number for your vision coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] Universal tracking benefits, can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] with American Public Life. I have [PII] on the phone and he's wanting to get the policy number for his vision. He's at the doctor's office now.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll talk to him.
[AGENT][NEUTRAL] OK, here it comes.