AccountId: 011433970860
ContactId: e45026e5-a7e5-466c-ba23-d094120af7dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333570 ms
Total Talk Time (AGENT): 189918 ms
Total Talk Time (CUSTOMER): 80684 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/e45026e5-a7e5-466c-ba23-d094120af7dc_20250321T18:53_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], this is [PII]. I have a policy with you and um.
[CUSTOMER][NEUTRAL] I don't know if I got the right department or not.
[CUSTOMER][NEUTRAL] I need to find out.
[CUSTOMER][NEUTRAL] Well, I schedule an appointment.
[CUSTOMER][NEUTRAL] And uh I need to find out.
[AGENT][NEUTRAL] OK. Now, that probably wouldn't. Is this for like a uh eye exam, routine eye exam, or is it a medical issue?
[CUSTOMER][NEUTRAL] No, it's probably routine, routine, yeah.
[AGENT][NEUTRAL] OK. Let me see if I can get your information pulled up. Uh, do you have a your policy number?
[CUSTOMER][NEUTRAL] Uh yes, 0256.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0721
[AGENT][NEUTRAL] OK, alright, if you could verify your date of birth and mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your mailing address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm let me see.
[AGENT][NEUTRAL] OK, so we would not handle routine eye exams. Um, you would have to call benefits in a card. Do you have their telephone number?
[CUSTOMER][NEGATIVE] I don't think I do. This is all I got on this court.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Our number is the only number on the card?
[CUSTOMER][NEUTRAL] Is this part of the APL?
[AGENT][NEUTRAL] No, so this with.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, pretty much you're the only one on court.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, cause we only handle uh the medical part of your benefits. Uh, so routine, like your vision coverage would not be through us. It would be through
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Benefits in a card. Let me see if I can get their number for you. Hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, let's see, maybe it's here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thank you for holding. I apologize for the wait. I do have their number and I can uh transfer you, uh, if you like. Do you have something to write the number down?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, so it's 888.
[AGENT][NEUTRAL] 747.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 29.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 42.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I can transfer you over. Is there anything else you need uh from me or any other questions?
[CUSTOMER][NEUTRAL] Yeah, when I, I don't know if you're the one I did so when I opened this policy up, I didn't get the dental.
[CUSTOMER][NEUTRAL] And so how would I go about that? Just wait until the first of the year?
[AGENT][NEUTRAL] Let me see if you're dental with uh, no, let me see if you have dental.
[AGENT][NEUTRAL] OK, I'm not showing you have a dental policy, um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I, so it, I don't believe, OK, you don't. So I believe through your employer.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] I'd, you would probably have to wait. Are you a new hire or you've, you've worked there for, well, it looks like you've had this policy since [PII]. You just recently started with them?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] In December
[CUSTOMER][NEUTRAL] No, what happened.
[CUSTOMER][NEUTRAL] Well, I started back let me see how that works now. I worked there for a while, yeah.
[AGENT][NEUTRAL] Oh, OK. Now, I see, I show you have policies all the way back to [PII]. So, normally with benefits, you can't add and
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Until like benefits, like during, you know, the benefits time, which is normally around I guess like November, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, yeah, that was
[AGENT][NEUTRAL] Um, uh, but don't quote me on that. I would, yeah, check with your, you would have to check with your HR department through your company, and they would be able to assist you with that and let you know if you can add it now, if you'd have to wait to add it, they would be the ones to tell you that.
[CUSTOMER][NEUTRAL] That, that was my question though.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Oh, OK, OK, I can handle that, ma'am.
[AGENT][NEUTRAL] Yeah, because it is paid, yeah, it's paid uh for through you through them, so yeah, they would have to um.
[CUSTOMER][NEUTRAL] Through them.
[AGENT][NEUTRAL] Let you know how that will work. But um I can go ahead and get you transferred over now if that's all you have for me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes ma'am, that's all I have for you thanks.
[AGENT][POSITIVE] OK. OK. You have a wonderful weekend. Thank you for calling APL. Hold one moment.
[CUSTOMER][NEUTRAL] OK.