AccountId: 011433970860
ContactId: c1c378aa-8e06-470f-a7d5-1bee4f1aacb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257089 ms
Total Talk Time (AGENT): 87241 ms
Total Talk Time (CUSTOMER): 94383 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c1c378aa-8e06-470f-a7d5-1bee4f1aacb3_20250303T22:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK, so my name is uh [PII]. I'm looking for my um uh vision um provider. Can you please tell me what it is?
[AGENT][NEUTRAL] Um, I can check and see um if I have that information, OK? Um, do you have the policy number with APL, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, may I have that number?
[CUSTOMER][NEUTRAL] The member number?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 10
[CUSTOMER][NEUTRAL] 662.
[AGENT][NEUTRAL] OK, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Right um
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII], address is [PII] uh [PII].
[AGENT][POSITIVE] Mm. Thank you.
[AGENT][NEUTRAL] OK, so you got this policy through Universal Trucking?
[AGENT][NEUTRAL] Uh, let's see. OK, so the vision that Universal Trucking uses is E Spectera, um, but we don't have much information about Spectera, um, I can go ahead and transfer you over to Universal Trucking so they can give you their number.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. OK, let me go ahead and do that. Do you need the phone number for future?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, that number is [PII].
[AGENT][NEUTRAL] OK, and let me go ahead and transfer you over.
[CUSTOMER][NEUTRAL] That was [PII]. Can I repeat the number to you?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, yeah, yeah, I'm waiting.
[CUSTOMER][NEUTRAL] It's [PII]. Thanks [PII].
[AGENT][NEUTRAL] Yes, yes, no, that is UTBA. That's Universal trucking. So let me transfer you over so they can give you the number topectera. We don't have that number, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, OK, one moment, let me get them on the line.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group Universal Benefits, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. I'm just trying to transfer a member that needs the phone number to the vision plan.
[CUSTOMER][NEUTRAL] OK, transfer him over to me.
[AGENT][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] Thank you for holding Mr. [PII]. I got a representative on the line, OK?
[CUSTOMER][POSITIVE] Thank you. Ma'am, you need you do you wanna know about vision?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, I, I, I, um, I lost the email you guys sent me. I guess I erased it. I put it. Vision is easy. It's called it's called Specterra vision.
[CUSTOMER][NEUTRAL] It's a paperless company, so you won't be getting a card or nothing.
[CUSTOMER][NEUTRAL] And they take it at Walmart, Pearle Vision Center, America's best in Vision Works.
[CUSTOMER][NEUTRAL] Just tell me you go to Walmart?
[CUSTOMER][NEUTRAL] Yeah, they just when you call to set your appointment, tell them you got.
[CUSTOMER][NEUTRAL] When you call them, just tell them you got Specterra. Give them your first and last name and you'll be in their computer system.
[CUSTOMER][POSITIVE] All righty, sir. Thank you. Yes sir, bye bye now.