AccountId: 011433970860
ContactId: dfd77501-5a8f-417c-911d-71c34f4ec6ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292209 ms
Total Talk Time (AGENT): 79387 ms
Total Talk Time (CUSTOMER): 114205 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/dfd77501-5a8f-417c-911d-71c34f4ec6ea_20250402T17:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was trying to find out, uh.
[CUSTOMER][NEUTRAL] I, I, I, I just got this insurance and I'm trying to find out how to, uh, uh, how do I get vision, uh, who's a vision provider?
[AGENT][NEUTRAL] OK, um, more than likely the vision is not gonna be through us, but I can find out who is it through. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Do you have the policy number with us, with APL?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] go ahead with the number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 02608222
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And email address is uh [PII].
[AGENT][NEUTRAL] No, OK, thank you. Alright, let me check and see who is this through. One moment.
[AGENT][NEUTRAL] OK. So the vision is through superior vision. The name is Superior Vision. Um, let me give you their phone number. Let me know when you're ready for the phone number and I can also transfer you over.
[CUSTOMER][POSITIVE] Superior vision.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you ready for the phone number? OK. That will be um [PII].
[CUSTOMER][NEUTRAL] Alright, what's the phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Again, that's [PII]. Would you like me to transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] All right. Well, thank you for calling APL. Have a good day. One moment while I transfer Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling Superior Vision. 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.
[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 por favor or prima el numerodo. 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. Please enter the Social Security number followed by the pound sign.