AccountId: 011433970860
ContactId: fca2a2b2-97c4-4879-ba01-89be3e010bc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219419 ms
Total Talk Time (AGENT): 99949 ms
Total Talk Time (CUSTOMER): 55034 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/fca2a2b2-97c4-4879-ba01-89be3e010bc1_20250303T13:47_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I I was calling to see um I had updated my dinner plan to a family plan, and I'm just trying to verify to see that if that included vision for that because I was under the impression that it did.
[AGENT][NEUTRAL] We don't offer Vi here. What's your policy number?
[CUSTOMER][NEUTRAL] But I don't think it's.
[CUSTOMER][NEUTRAL] Um, 01780611.
[AGENT][NEUTRAL] Can I have your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] [PII] address of [PII].
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Do you work hard [PII]?
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And this is a good call back number for you [PII] just in case the call is disconnected.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So Domain, you're, you're calling in regards to your dental policy and your vision. However, we don't offer vision here, so I'm not sure who's your vision is with. You may wanna reach out to your benefit coordinator. However, your dental policy has been updated to a family policy instead of an individual.
[CUSTOMER][NEUTRAL] Right, I have.
[CUSTOMER][NEUTRAL] Yeah, I have, I have vision, but I pay it through you all.
[AGENT][NEUTRAL] We don't offer vision. No, you don't pay it through us. This is American Public Life, which is a third party administrator for your dental here, we have your dental benefits. However, we don't deal with visions because we don't offer vision. So you have to contact your, you have to contract universal trucking. I think that's who you got your benefits through, which is the third party administrator.
[CUSTOMER][NEUTRAL] Oh got you. I understand. OK, all right.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today? Do you have their number?
[CUSTOMER][NEUTRAL] I'll contact him.
[CUSTOMER][NEUTRAL] No, that's it.
[CUSTOMER][NEUTRAL] No, you can give it to me.
[AGENT][NEUTRAL] Let me see if I have it.
[CUSTOMER][NEUTRAL] Yeah, I was confused cause I know I paid them and
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, it's cause it's a third party administrator. You pay them and they pay us for your dental.
[CUSTOMER][NEUTRAL] It's, yeah.
[CUSTOMER][NEUTRAL] Got you and then they pay the other portion to the vision.
[AGENT][NEUTRAL] I guess I'm not, I don't well I assume they do, but because we don't deal with this and I can't answer that question for you. I don't wanna give you the wrong information.
[AGENT][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yeah I got you.
[AGENT][NEUTRAL] One moment, I'm trying to find a number for you.
[AGENT][NEUTRAL] In the first shopping.
[CUSTOMER][NEUTRAL] I have it. I got it.
[AGENT][NEUTRAL] Very
[CUSTOMER][POSITIVE] Yeah, fine thank you I appreciate it though.
[AGENT][POSITIVE] I do apologize for the inconvenience. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thanks for calling APL Dwayne and have a great day and be safe out there on the road.
[CUSTOMER][POSITIVE] I will you too thank you.
[AGENT][POSITIVE] Thanks. Goodbye.