AccountId: 011433970860
ContactId: de65f170-c91f-4238-aa05-e5d456ff3872
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173820 ms
Total Talk Time (AGENT): 113256 ms
Total Talk Time (CUSTOMER): 71332 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/de65f170-c91f-4238-aa05-e5d456ff3872_20250123T19:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to get a member's uh vision benefits please with our plan.
[AGENT][NEUTRAL] OK, you're needing, did you say vision benefits?
[CUSTOMER][NEUTRAL] Yes, routine vision mhm.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I can partially help you with this. First off, who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm with my eye doctor.
[AGENT][POSITIVE] Thank you. And [PII], what is a good call back number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have a policy number for the member?
[CUSTOMER][NEUTRAL] Um, yes, 02351654.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to to get this member's information pulled up.
[AGENT][NEUTRAL] OK. And now, [PII], I will need to verify the patient's name and date of birth and then I'm gonna give you some additional information. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] Uh, her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, this policy number that you provided for me is not a vision plan. It's a hospital indemnity limited benefit medical plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so, um, if she has vision coverage, it would not be with our company because Vision is not a product that we offer. Let me look at her employee. Uh, let me see if I can find that out for you.
[CUSTOMER][NEUTRAL] Do you know who it would be through?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which she works with management analysis OK.
[AGENT][NEUTRAL] So, I believe.
[CUSTOMER][NEUTRAL] Hello, can I help you?
[AGENT][NEUTRAL] Let's see, superior vision would be who.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] She would have vision coverage with, if she has vision coverage now, I can give you their phone number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] It would be through superior, OK, yeah, that'd be great.
[AGENT][NEUTRAL] Well, I, that's what, um, for this company that she works for is in our system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh huh, OK, great.
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you so.
[AGENT][NEUTRAL] And I can transfer you. Would you like for me to connect you?
[CUSTOMER][NEUTRAL] Um, I will, well, we have there, uh, I'll look in their portal first if I can't find it, then I'll, I'll call them, but thank you so much for offering, OK?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, yes, ma'am, and I wouldn't know what her policy number is. Listen, I have no way of accessing any of that type of information for her, but it would not be the one you gave me.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm. Oh yeah, right.
[CUSTOMER][POSITIVE] OK, perfect. Alright, well thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] OK. Well, you're welcome. Yes, ma'am. It's my pleasure and thank you again for calling APL Tori. Have a nice afternoon.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.
[AGENT][POSITIVE] Yes ma'am. You're welcome. Bye bye.