AccountId: 011433970860
ContactId: c111770a-47d1-4db7-a765-e036c24484da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200639 ms
Total Talk Time (AGENT): 65756 ms
Total Talk Time (CUSTOMER): 78369 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c111770a-47d1-4db7-a765-e036c24484da_20250623T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How are you doing [PII]? This is [PII]. I'm calling because um when I signed up for the benefits, I signed up for the, the dental, the VIP Pro, and for vision, and when I go to the.
[CUSTOMER][NEUTRAL] To see my policy, I only see the
[CUSTOMER][NEUTRAL] I guess the VIP pro and then I see the dental.
[CUSTOMER][NEUTRAL] And then I see a group accident and then I, I don't see the vision. I does that one come show up later or?
[AGENT][NEUTRAL] Um, we don't do visual.
[CUSTOMER][NEUTRAL] How does that work?
[AGENT][NEUTRAL] We don't do the vision.
[CUSTOMER][NEGATIVE] Oh, you don't do vision.
[AGENT][NEUTRAL] Um, it would be
[CUSTOMER][NEUTRAL] OK then I got a.
[AGENT][NEUTRAL] Do you have your group number? Do you have one of your policy numbers? I can see who does.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Oh, like any policy number would work?
[AGENT][NEUTRAL] Yeah, any policy.
[CUSTOMER][NEUTRAL] OK, try 2641192.
[AGENT][NEUTRAL] And what was your first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And then can you verify your date of birth for me, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then just your address and email address.
[CUSTOMER][NEUTRAL] It would be [PII], um.
[CUSTOMER][NEUTRAL] [PII] and email address is uh [PII].
[AGENT][POSITIVE] OK, perfect. Thank you
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] OK, for your vision, let me see.
[AGENT][NEUTRAL] Uh, it looks like that's through superior vision. Do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] Uh, do you wanna write down the number just in case, um, something happens and you're disconnected?
[CUSTOMER][POSITIVE] Yes, ma'am, whenever you're ready.
[AGENT][NEUTRAL] OK, that's 800507.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 3800.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] And do you have any questions about your other policies before I transfer you?
[CUSTOMER][NEUTRAL] Um, actually, yes, I went to, uh, an urgent care this past week.
[CUSTOMER][NEUTRAL] And uh they went through the APL but I don't see it under any of the claims or anything. I'm I'm wondering uh how that how that got resolved.
[AGENT][NEUTRAL] Uh, do you know what date you went?
[CUSTOMER][NEUTRAL] Yes, I went, uh,
[CUSTOMER][NEUTRAL] It was the [PII].
[AGENT][NEUTRAL] [PII], um, it, it usually takes probably about a few weeks for it to come into for them to send it to us and then for it to get logged into our system so I don't, I don't show anything yet, but if you gave them your ID card, they should be filing it with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, ma'am. That, that's fine. I'll just wait.
[AGENT][NEUTRAL] OK, um, and let me get you transferred over to the vision, OK?
[CUSTOMER][POSITIVE] Alright appreciate it thank you.
[AGENT][POSITIVE] OK. Thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you for calling Superior Vision. We'll