AccountId: 011433970860
ContactId: bde850f7-61f1-4544-bb70-34f7ff96c9a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395549 ms
Total Talk Time (AGENT): 145691 ms
Total Talk Time (CUSTOMER): 147792 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/bde850f7-61f1-4544-bb70-34f7ff96c9a8_20250311T17:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling A speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi there. I'm a new member to APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I received in the mail my uh the group I received the hard copy of the dental card.
[CUSTOMER][NEUTRAL] But the medical and the vision has not shown up as of yet.
[AGENT][NEUTRAL] OK, um, your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have that dental policy number? I can use that to look up any other information?
[CUSTOMER][NEUTRAL] The policy or group number?
[AGENT][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] 02595527
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And verify your date of birth, mail address, and email address for me, please.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][POSITIVE] OK, thank you so much, and give me one moment, please.
[AGENT][NEUTRAL] Uh, let's see. Well, I know with our company we don't offer vision, uh, you may have to contact you, um, Vic, uh benefits and a card, and I do show medical and so you receive dental but not the medical card, is that correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, yes, hold on one second here because they sent me like.
[CUSTOMER][NEUTRAL] I guess digital, uh, yeah, no, it says, uh, yeah, dental. The other one I received in an email was the limited benefit med plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] Yes, so I guess that's it. So I received a hard copy of the dental, but I don't have one for the medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see. I can send a request to have that, uh, physical copy mailed out to you. Uh, so give it 3 to 5 business days.
[CUSTOMER][NEUTRAL] OK, so I made this call a couple of weeks ago and nothing has shown up. That's why I'm calling back.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] They they told me the same thing.
[AGENT][NEUTRAL] OK, well.
[AGENT][NEUTRAL] And they said they would send it for the medical.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, give me one moment.
[AGENT][NEUTRAL] OK, well, I am sending it a request right now. It's usually overnight it to where it'll be sent PR. Let's see, hold on 52.
[AGENT][POSITIVE] OK, and if you haven't received it, um, I would say in 3 to 5 business days, just give us a call back. Again, my name is [PII], so I sent out that request, so you should receive it soon. I'm so sorry.
[CUSTOMER][POSITIVE] Thank you so much [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, sir, and as far as vision, um, you can contact benefits in a card and they can verify who you have your vision insurance with.
[CUSTOMER][NEUTRAL] Uh huh, benefits in a card, so that was uh.
[CUSTOMER][NEUTRAL] So that's at the [PII], right?
[AGENT][NEUTRAL] I don't know their website, but I can give you their phone number if you like or transfer you.
[CUSTOMER][POSITIVE] Benefits in a club.
[CUSTOMER][NEUTRAL] Oh, you know what? we're going to do both. Just let me grab a piece of paper. Here's one. OK, can I have the number and if you could please transfer that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and give me one moment, I'll get a representative for you, OK?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII] K U R.
[AGENT][POSITIVE] Uh, thank you, and you have a great rest of your day. Give me one moment, please.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits and a card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hi [PII], this is [PII] from um APL. How are you?
[CUSTOMER][POSITIVE] I'm doing well and yourself?
[AGENT][NEUTRAL] I'm here, um, I'm good, but um I have an insured on the phone. Thanks. I have an insured on the phone and he was inquiring about vision insurance.
[CUSTOMER][NEUTRAL] I felt that.
[CUSTOMER][NEUTRAL] OK, um, do you have his employer and his last four of his social?
[AGENT][NEUTRAL] Uh, give me half a moment. His employer is Noor Staffing Group. I've never heard of that one. It must be new. And his last four is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For [PII]
[AGENT][NEUTRAL] The Armas, yes, sir.
[CUSTOMER][NEUTRAL] OK, so let's see here and you can transfer him over.
[AGENT][POSITIVE] All right, thank you so much. Have a great one.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Good afternoon am I speaking with [PII]?
[CUSTOMER][POSITIVE] Yes, how are you doing today?