AccountId: 011433970860
ContactId: faad16d1-46cf-4445-aacc-a93987edc07c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480119 ms
Total Talk Time (AGENT): 148101 ms
Total Talk Time (CUSTOMER): 86900 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/faad16d1-46cf-4445-aacc-a93987edc07c_20250107T21:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You're going, you're calling or I'm going in.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is, hi, this is [PII] at APL. How can I help today?
[CUSTOMER][NEUTRAL] Yes, honey, I had called.
[CUSTOMER][NEUTRAL] Uh, well, our eye doctor over here that's at Walmart.
[CUSTOMER][NEUTRAL] And on my card here I have the 11 is separate with the dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the other one
[CUSTOMER][NEUTRAL] It's just for everything, I guess.
[CUSTOMER][NEUTRAL] But anyway, I need to know what our vision plan.
[CUSTOMER][NEUTRAL] Who is in our network?
[AGENT][NEUTRAL] Uh, let me look at the policy that you have. What is the policy number that you have there?
[CUSTOMER][NEUTRAL] Well, I have a group number.
[AGENT][NEUTRAL] Mm, it wouldn't be the group number. Do you see any sort of member ID or anything?
[CUSTOMER][NEUTRAL] I have a member number.
[AGENT][NEUTRAL] What's that number, please?
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 98.
[CUSTOMER][NEUTRAL] 02031.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And for security purposes, I do need to verify your name, date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][POSITIVE] Alright, thank you so much and the [PII], that's still a valid email for you guys?
[CUSTOMER][NEUTRAL] Yes, but we don't use email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me just pull up your policy and take a look here. Give me just one moment.
[AGENT][NEUTRAL] OK, I just need to go to this website. It looks like for providers or facilities it's through multiplan.
[CUSTOMER][NEUTRAL] Well, it was back.
[CUSTOMER][NEUTRAL] I'm pretty sure early before summer.
[CUSTOMER][NEGATIVE] Added our daughter on, and it took me forever to get through to anybody.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm so sorry. Let me just pull up their site and see what I can find here. One second.
[AGENT][NEUTRAL] Would you like me to do a search based off of your city and state or zip code?
[AGENT][NEUTRAL] Does it matter?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] Oh, but the zip code would be good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Well, and looking at the plan, [PII], that you and [PII] have, it looks like
[AGENT][NEUTRAL] I don't see that this plan covers any sort of vision through us.
[AGENT][NEUTRAL] This is just for like accident, sickness and like hospital.
[CUSTOMER][NEUTRAL] Well I don't have a separate card for dental.
[CUSTOMER][NEGATIVE] But I never received one for eye care.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, I don't show that you have eye care through us. I see the dental plan and I see this hospital plan that you guys have, but I don't see any sort of other policy. Do you know if maybe through his employer, it's a different company?
[CUSTOMER][NEUTRAL] No, I don't think so. I mean we got this through his company.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] But I have never uh.
[CUSTOMER][NEGATIVE] Received another card.
[AGENT][NEUTRAL] Yeah, I mean, this particular plan, the hospital indemnity plan that you have, and then you have a dental plan, but neither of these plans cover any sort of vision.
[CUSTOMER][NEGATIVE] The multiplan doesn't cover that.
[AGENT][NEUTRAL] The two plans that I see that you have with American Public Life do not cover that. I don't know what universal trucking offers as far as benefits, so they may offer a different provider for their vision care. We don't offer, you know, vision on this plan.
[CUSTOMER][NEUTRAL] Well then I guess I need to call them, correct?
[AGENT][NEUTRAL] Yeah, I mean, I would have him reach out to somebody he should have like a benefits department or somebody he can contact um especially if he's paying for it like who is my vision insurance through cause I don't see anything here with us unfortunately I'm sorry.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome [PII] have a nice day.