AccountId: 011433970860
ContactId: c747e839-7b95-4eab-9136-11709f2f3ed6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191610 ms
Total Talk Time (AGENT): 62212 ms
Total Talk Time (CUSTOMER): 64895 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c747e839-7b95-4eab-9136-11709f2f3ed6_20250213T18:22_UTC.wav
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[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I don't know, I don't know the guy's name that I talked to when I got the policy.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But I got um I got dental and vision. I didn't get medical but uh I got dental and vision and I got stuff in in the mail for dental, but I didn't get anything for vision.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then what?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Oh boy, hold on.
[CUSTOMER][NEUTRAL] All I have is a picture of my wife sent me and then that we got in the mail um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy, OK, there it is, uh, 02585622.
[AGENT][NEUTRAL] And what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII], and you said mailing address?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what's your city, state, and zip code?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what's your email address on file?
[CUSTOMER][NEUTRAL] Should [PII].
[AGENT][POSITIVE] OK, thank you so much for that.
[AGENT][NEUTRAL] All right, and what was the nature of your call? I showed that you said that you didn't get a vision card. So American Public Life, we administer your uh dental policy.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And your disability policy, your vision must be through a different company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I have the name of who that might be. So your ID card is gonna come from that uh company. Give me a second, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You didn't tell me any of that.
[AGENT][NEUTRAL] Yeah, I can see who your pharmacy carrier is, but I don't see who your vision carrier is, so you'll need to reach out to your employer for that.
[AGENT][NEUTRAL] The name of the company that administers your vision uh coverage?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, I'll give him a call thank you.
[AGENT][NEUTRAL] OK. Anything else, uh, [PII]?
[CUSTOMER][NEUTRAL] Oh no ma'am that's it.
[AGENT][POSITIVE] All right. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yes ma'am.