AccountId: 011433970860
ContactId: f47cee80-530c-4713-bc00-cf8a191ebbb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230759 ms
Total Talk Time (AGENT): 87486 ms
Total Talk Time (CUSTOMER): 88070 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/f47cee80-530c-4713-bc00-cf8a191ebbb8_20250404T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good. Hey, I have a couple of questions. I know I've got dental and vision through you guys, but I can't find anything about my vision and I can't figure out where to call the.
[CUSTOMER][NEUTRAL] To ask about it.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with your, um, benefits. First, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] Oh, I know you're gonna ask that.
[AGENT][NEUTRAL] Yeah, I could look it up by your social if you don't have that.
[CUSTOMER][NEUTRAL] Hang on just a second, let me see if I can.
[CUSTOMER][NEUTRAL] Uh, yeah, that'd be better because I, I can't find any of my paperwork. It's uh [PII].
[AGENT][NEUTRAL] OK, I'm showing that you have two active policies on file. Well, first, um, let's see.
[AGENT][NEUTRAL] Please verify your first and last name again and your date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, please verify your mailing address and your email address.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And then you said you, what else did you want? Email?
[AGENT][NEUTRAL] Email, mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK. Yes, sir. I do show that you have two active policies on file. One is for dental and one is for disability. And um of course, vision wouldn't be covered under the uh neither one of these policies.
[CUSTOMER][NEUTRAL] Yeah, I thought I, I thought I'd signed up for, for vision as well though.
[AGENT][NEUTRAL] Yeah. Um, actually, vision will be covered under one of our medical policies and I'm showing that you had a medical policy, but it expired back in [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so I don't even have vision then. OK, that's what I needed to know then.
[AGENT][NEUTRAL] Not, not with the
[AGENT][NEUTRAL] Yeah, you may need to reach out to your HR department to see who vision is through, but yeah, like I said, it's not through us. Only show dental and disability.
[CUSTOMER][NEUTRAL] OK, does it, does it show how much I'm paying, uh, per month on those?
[AGENT][NEUTRAL] Um, yes, sir. For dental, I'm showing a monthly premium of 4602.
[AGENT][NEUTRAL] And the disability, yeah, that's not coming up, the disability premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, for some reason on my settlement it's like almost $111 a week, so it's almost $400 a month of what I'm paying for, for dental insurance and accident, I guess is what it's called.
[AGENT][NEUTRAL] Um, it's disability, yes, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well that's that's all I needed to know on the on the vision side of things. I appreciate it.
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.