AccountId: 011433970860
ContactId: df0c6dc0-63d6-4f37-a2b7-9e1c59c424e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339309 ms
Total Talk Time (AGENT): 79032 ms
Total Talk Time (CUSTOMER): 185017 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/df0c6dc0-63d6-4f37-a2b7-9e1c59c424e3_20250219T22:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh hello, um, I was, I was calling to see um.
[CUSTOMER][NEUTRAL] I, I signed up for benefits with you guys I believe and I'm just trying to make sure that I have a dental and vision with you guys. I have my, uh, payer ID number.
[CUSTOMER][NEUTRAL] And policy er number.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me have the policy number.
[CUSTOMER][NEUTRAL] Do you need any of that
[CUSTOMER][NEUTRAL] OK, that is uh 02595054.
[AGENT][NEUTRAL] What's the last digit after the 5?
[CUSTOMER][NEUTRAL] Of, of, of the uh policy sir.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] 5054.
[AGENT][NEUTRAL] 4. OK, thank you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and my, my number is [PII].
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. One moment.
[AGENT][NEUTRAL] All right, and may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Uh, I heard, OK, uh, [PII]. Email address [PII]. And uh what was the third thing you asked for?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The mailing address?
[CUSTOMER][NEUTRAL] And, and uh that is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so it looks like you have uh the dental policy with us. We do not carry vision. Um, more than likely, you have your vision through superior vision.
[CUSTOMER][NEUTRAL] Superior, well, I got a the card they sent me. Is it, am I supposed to get something from Superior Vision cause I was on the phone with the person, he told me about we get those two things. It's dental and vision. I'm trying to get glasses. I've, I've been without glasses for a long while.
[CUSTOMER][NEUTRAL] So you guys don't offer it? Is that what you're saying?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, we don't have any vision plans, um, so the, the vision more than likely since I see you are with Benefits in a card is gonna be through Superior vision. So you might want to contact Superior Vision to get that information. Do you need um their phone number?
[CUSTOMER][NEUTRAL] Uh, yes, yes.
[AGENT][NEUTRAL] OK, give me just a second, let me get that for you, OK? One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that's gonna be [PII]. Would you like me to transfer you?
[CUSTOMER][NEUTRAL] Uh, you, you can transfer me to them.
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][POSITIVE] Uh yes ma'am, you can do that for me that would help.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Uh, well, let me, uh, recite this number back to you [PII], right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] OK, and, uh, no, ma'am, uh, thank you for the help and, uh, you can transfer me.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good afternoon. one moment while I transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling Superior. We'll help you see yourself healthy. Please note, our menu options have changed. If you are a prospective or current member, please press 1 now. If you are a contracted provider and are requesting verification of services or checking claim status, you can visit [PII] or press 2 to use our IVR. To reach our corporate offices, please press 3 now. If you are a broker or human resource associate, please press 4 now.
[CUSTOMER][NEUTRAL] Visit [PII] for more tools and resources including reviewing your benefits, check eligibility, and print copies of your ID card. You only need one ID card and member ID for the entire family.
[CUSTOMER][NEUTRAL] Thank you for calling your Vision Care line. To continue in English, please press 1. Parti espanol poravor prima el numero. If you are a current member and your member ID number is all numeric, press 1. If your member ID contains any letters, press 2. To utilize our system using your Social Security number, press 3. For informational purposes, your member ID will be read back to you.
[CUSTOMER][NEUTRAL] If you are a plan representative, press 4. If you are a prospective member, press 5. If you are a provider, please hang up and dial [PII] and choose option 2.
[CUSTOMER][NEUTRAL] If you are a current member and your member ID number is all numeric, press 1. If your member ID contains any letters, press 2.