AccountId: 011433970860
ContactId: fe2bd1b3-d87d-4644-88db-6f2572bd633c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404510 ms
Total Talk Time (AGENT): 189876 ms
Total Talk Time (CUSTOMER): 125293 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/2025/02/28/fe2bd1b3-d87d-4644-88db-6f2572bd633c_20250228T17:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], um, I need my, uh, vision, um, insurance card.
[AGENT][NEUTRAL] So we do not offer vision insurance. If you have vision, it's going to be through a different carrier.
[CUSTOMER][NEUTRAL] Uh, I just.
[CUSTOMER][NEUTRAL] That's what I was told when I signed up.
[AGENT][NEUTRAL] It's not through APL if you have vision it could be through a different provider, but it's we don't offer vision.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] So how do I find out who's the carrier?
[AGENT][NEUTRAL] It would be through your employer.
[CUSTOMER][NEUTRAL] My employer doesn't offer it, that's why I got insurance for you guys.
[AGENT][NEUTRAL] We don't offer vision coverage. If you have vision, it's going to be through a different provider. We offer uh like dental, uh, short term disability, um, policies like that, but we do not offer vision.
[CUSTOMER][NEUTRAL] So why was I told this when I signed up? Like, uh, I, I understand that it was, it's through, it's not something that you guys offer but it's through like a third party.
[AGENT][NEUTRAL] If you do you want me to see if you do have a policy with us and then I can see who your group is and maybe uh you can contact them.
[CUSTOMER][NEUTRAL] I, I, I was just transferred to, to someone's uh.
[CUSTOMER][NEUTRAL] Line and
[CUSTOMER][NEUTRAL] They won't be back until like [PII] I think it is.
[AGENT][NEUTRAL] OK, um, I'm honestly not sure, uh, again we don't offer vision. The only thing I could say is if you do have that coverage it's it's not going to be through us.
[CUSTOMER][NEUTRAL] OK, so, OK, how about this thing? So I received um insurance cards, um, and there's only one type, um, I called and asked about it and then I'm being told that it's only good for dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So what insurance card do I show, let's say a clinic if I'm going to, let's say urgent care or hospital, what information do I give them if I'm if I only re
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Do you want me to if you have that kind of policy with us?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] A villa.
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. um, do you know any um.
[AGENT][NEUTRAL] Policy numbers you might have with us?
[CUSTOMER][NEUTRAL] Yes, I have a policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 02587844
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then uh can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. Uh, looks like it's an Outlook account.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for verifying that. OK, so this is through Universal Trucking. Um, so let me, and this is of course your dental policy.
[AGENT][NEUTRAL] Give me just a moment, let me see what others you might have with us.
[AGENT][NEUTRAL] OK. So you have dental, uh, critical illness and a hospital indemnity uh medical plan. Um, so let me get that information for you.
[AGENT][NEUTRAL] OK, so you were needing your um medical ID card, correct?
[CUSTOMER][NEUTRAL] Yes, I, I, I only have one, yeah, so I'm just a little bit confused.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, the dental, sure um OK so yeah let me send you this, um, did you want me to just email it to you?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] I could send a paper copy in the mail as well if you prefer both it's uh completely up to you.
[CUSTOMER][NEUTRAL] Yeah, that's the
[CUSTOMER][NEUTRAL] Yeah, both, both.
[AGENT][NEUTRAL] OK, OK, um, and then just send it to this uh Outlook account that we've got?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alrighty, I will get that sent to you and then um I'm not sure who you might have contacted before Pinton but um I can get you through to Universal Trucking um as they're the ones who handle this policy so I would imagine they would know uh who your vision is through.
[CUSTOMER][NEUTRAL] OK, yeah, so that's.
[AGENT][NEUTRAL] You want me to get you their information?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's, that's the person that I was just transferred over to and they won't be in the office until like uh the.
[AGENT][NEUTRAL] Oh, I see. OK. Well, they would be the ones to know, so, right.
[CUSTOMER][NEUTRAL] So I had to call back.
[AGENT][NEUTRAL] OK, well, I will get this sent to you now. Um, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So is that, so with this insurance card that you sent to me um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What is this one good for again?
[AGENT][NEUTRAL] So this is your, it's called a hospital indemnity plan essentially it's a limited indemnity medical plan. So what that means is it's um and I could send you, let's see.
[AGENT][NEUTRAL] In short, it's uh pays a set dollar amount per covered procedure or um office visit. It's, there's no copays, no deductibles, not like traditional, uh, major medical.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But this is what you would present um if you ever had to go to the hospital or the doctor or like uh urgent care or anything like that, you would give them this information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, I did just send that to you um was there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, not at this time. I appreciate your help.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, have a good day.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yeah