AccountId: 011433970860
ContactId: ddcd145b-0836-4b0d-a01c-fc0f83269cef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264700 ms
Total Talk Time (AGENT): 121622 ms
Total Talk Time (CUSTOMER): 72410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/ddcd145b-0836-4b0d-a01c-fc0f83269cef_20250605T15:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] Yes, ma'am, um, I'm trying to, uh, get a vision. I'm trying to do a vision appointment and they asked me like, what's the name of my insurance provider? I was trying.
[CUSTOMER][NEUTRAL] I put it to y'all as in like American Public Life, but I don't, who's like the exact insurance provider.
[CUSTOMER][NEUTRAL] Or vision
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] For vision, it's more than likely another another provider or another company, but I can go ahead and check and see based on your policy with us. Um, do you have the policy number with us?
[CUSTOMER][NEUTRAL] Um, yes, I do. One second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So as far as when the uh vision be um together with my dental policy, correct?
[AGENT][NEUTRAL] Um, if, if you have a benefits in a card, um, card, then it may be bundled by benefits in a card, but it doesn't mean that it's the same company. More than likely it's different companies because we don't have any vision insurance. Uh, so we probably have your dental and somebody else has your vision.
[AGENT][NEUTRAL] Now if you have the policy number with us, I can probably see the card and see exactly who handles that part of it and I can give you details like the name of the company or the phone number if I have it.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you so as far as the policy, would you want my dental policy number or?
[AGENT][NEUTRAL] Mhm. Yeah. That'll be fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it'll be 251.
[CUSTOMER][NEUTRAL] 7321.
[AGENT][NEUTRAL] OK, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[CUSTOMER][NEUTRAL] And then my email is [PII].
[AGENT][NEUTRAL] Mm, perfect. Thank you. All right, let me pull the image of your card or your documents. OK, one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it looks like um based on what I've got here and if I'm not sure if it changed or not, but this is the information I got, um we got through but if it's in a card. So it looks like they're working with superior vision, again, that's superior vision.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] I do have a phone number of [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And usually all you need to do is go to um any vision place and just provide your social and usually they pull you like that, but um if you have any questions, you can call that number about the benefits and how it works.
[CUSTOMER][NEUTRAL] OK, can you say that uh phone number one more time just to make sure I got it correct?
[AGENT][NEUTRAL] Sure, yes, that's [PII].
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, no, ma'am, that'll be it.
[AGENT][POSITIVE] OK, well thank you for calling APL. Have a good day.