AccountId: 011433970860
ContactId: b4643239-e475-47c9-8d52-df14a866e0d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165759 ms
Total Talk Time (AGENT): 55037 ms
Total Talk Time (CUSTOMER): 103370 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/b4643239-e475-47c9-8d52-df14a866e0d9_20250321T22:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] calling back again. I think I just talked to you.
[AGENT][POSITIVE] Good, yeah, what's going on?
[CUSTOMER][NEGATIVE] Yeah, um, well, I got into, I got everything up and running, but it does not, it, when I go on the account, um, it doesn't show my dental or vision ID cards. It just shows my short term, long term disability, and my vision, or my dental. It doesn't show the other two. I was wondering where did I mess something up or did those.
[CUSTOMER][NEUTRAL] Go somewhere else or?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I show you have short-term disability with us in dental. I'm not sure who your employer uses for vision.
[CUSTOMER][NEUTRAL] Uh, as far as I know, it's through everything cause, uh, it was through [PII] back on the [PII].
[CUSTOMER][NEUTRAL] When I got everything taken care of.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I wonder.
[AGENT][NEUTRAL] Yeah, I don't.
[AGENT][NEUTRAL] Cause we don't even offer, like we offer supplemental medical like limited medical that will sometimes cover vision, but we don't have a vision, just a vision plan that I am familiar with.
[CUSTOMER][NEUTRAL] To change your product.
[CUSTOMER][NEUTRAL] Let me pull up that email. Yeah, let me pull that email up again here, um, because I got because this email was from [PII]. It says, uh, the, oh spectra spectravision, so I suppose I had to go through them.
[AGENT][NEUTRAL] Yeah, that's who that would be through.
[CUSTOMER][NEUTRAL] I never, I didn't realize that's the Spectrum Vision guide from United Healthcare. Please keep in mind, uh, uh, going to do our other IDs.
[CUSTOMER][NEUTRAL] So I suppose I'd have to figure out how to get a hold of them. I didn't realize that. I'm sorry, I looked at the email wrong.
[AGENT][POSITIVE] That's OK, no worries, no worries, yeah, so but you.
[CUSTOMER][NEUTRAL] I'm still getting used to all this stuff here.
[AGENT][NEUTRAL] You did find where you could get the dental, the dental card though, yes, you saw it in the top right hand corner.
[CUSTOMER][NEUTRAL] Yes, I got the dental card, yeah, now I just gotta go after, um, now I just gotta get a whole uh figure out how to get a whole uh spectra. Oh, there it is right there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get a hold of spectra to download my ID cards.
[AGENT][POSITIVE] OK. Yeah, sounds good. Yeah, not a problem. Anything else?
[CUSTOMER][NEUTRAL] OK, I got it. Never mind. I guess if I would have looked at the email right the first time, I probably would have gotten it.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Oh, that's what you're there for. That's what you're for.
[AGENT][POSITIVE] Yeah, no worries.
[CUSTOMER][POSITIVE] All right. Well, I appreciate it. I appreciate it. Thank you so much for helping me out. I appreciate it.
[AGENT][POSITIVE] My pleasure. Have a good one.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][NEUTRAL] Mhm, bye bye.