AccountId: 011433970860
ContactId: f2f88ee2-d345-4f50-9c72-78070f5c5dee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256700 ms
Total Talk Time (AGENT): 109875 ms
Total Talk Time (CUSTOMER): 93050 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f2f88ee2-d345-4f50-9c72-78070f5c5dee_20250122T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I was just calling to um check and see. I'm not sure I have the right card if this is the card that I need to um show when I go for an eye exam.
[AGENT][NEUTRAL] OK, yeah, let's take a look, [PII]. Do you have, what policy number do you have? Do you have one?
[CUSTOMER][NEUTRAL] Um, policy number is on the card I have is 02519520.
[AGENT][NEUTRAL] Alright, let me pull this up here. Give me just one second.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then if I could just verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you for that.
[AGENT][NEUTRAL] And then the address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah it looks like that number that you gave me is the active policy so that's good if you need a card if you don't have one, I can email one to you absolutely but yeah that is the active policy.
[CUSTOMER][NEUTRAL] OK, and also it says um I do have a card I just wasn't sure if this was the actual card that I needed to provide to them and it also says employee and child and it was supposed to be children is that just standard that it says child?
[AGENT][NEUTRAL] Mhm, yeah, absolutely. It's, there's more than, yeah, one of you. Let me go back here. There's 3 of you listed on the plan, 2 dependents and then yourself, yeah, so that's standard.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, awesome. OK. All right. I just wanted to make sure. Thank you very much.
[AGENT][POSITIVE] Yeah, no problem. Have a good day.
[CUSTOMER][NEUTRAL] And could you 11 more question, could you tell me what that covers as far as an exam?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Like just an eye exam?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] This is your secondary um insurance.
[AGENT][NEUTRAL] So I don't know if you have another plan as far as just for vision care with your employer. This is gonna cover anything that the primary insurance doesn't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So is this just just for eyes or is this medical too?
[AGENT][NEUTRAL] This is medical, so this is what a lot of people refer to as like a gap plan, a secondary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if I have uh regular insurance medical bills that's not being paid, I could um.
[CUSTOMER][NEUTRAL] Give them this number like a claim number, send them, like what would I need to do in that case?
[AGENT][NEUTRAL] So if you have another insurance as your primary, whenever you go to a physician or having anything done, you would wanna prime the card for that and then this card and advise them that this is your secondary insurance. So anything that your primary insurance doesn't cover, then they can bill to us as a secondary. Basically it's there to bridge the gap in hopes that you have no out of pocket cost.
[CUSTOMER][POSITIVE] OK, all right, sounds good.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Any other questions or concerns? You're welcome.
[CUSTOMER][POSITIVE] Um, thank you very much.
[CUSTOMER][NEUTRAL] Um, I don't think so that I can think of right now except I'm not sure how to get a hold of my vision.
[CUSTOMER][NEUTRAL] My regular uh vision card, but I guess maybe um my HR could help me with that.
[AGENT][POSITIVE] Yeah, absolutely. If you think of anything else, feel free to call us, we're happy to help.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Mm, you too.