AccountId: 011433970860
ContactId: e24b2c47-cb11-4634-ac71-85d2617a9962
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158520 ms
Total Talk Time (AGENT): 77743 ms
Total Talk Time (CUSTOMER): 47381 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/e24b2c47-cb11-4634-ac71-85d2617a9962_20250421T21:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I don't, I'm not sure if I got the right person here or not, but I need to ask you a question. Um, I got vision for you guys, and are you a provider with Walmart?
[AGENT][NEUTRAL] Um, so, to my knowledge, most of our plans we offer are medical and dental. I'm not familiar with vision. I could check your plan. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh 02317197.
[AGENT][NEUTRAL] OK, let me pull this up and take a look here, one moment.
[AGENT][NEUTRAL] All right. And then can I get your first and last name, please?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. And then I need to verify for security your date of birth and address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and my address is [PII].
[AGENT][POSITIVE] Thank you so much. So this policy number that you provided me is for a dental plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have an active dental plan with us. You have an active short-term disability, and then it looks like life, but not any vision. So you'll need to go back to your employer and see who they use for vision.
[CUSTOMER][NEUTRAL] OK. Because I, I don't even have a vision card. The only one I have is a dental card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I, I know I got vision through them too, but.
[AGENT][NEUTRAL] Yeah, so do you have a phone number for like uh Universal Trucking or UTBA for benefits?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yeah, give them a call, Mr. [PII], and they should be able to tell you who the provider or who the uh insurance company is for your vision.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.