AccountId: 011433970860
ContactId: fea1fd31-a0e2-46d9-899d-4b35ae05c7cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319630 ms
Total Talk Time (AGENT): 78363 ms
Total Talk Time (CUSTOMER): 103333 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/fea1fd31-a0e2-46d9-899d-4b35ae05c7cf_20250403T17:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I was calling to find out exactly what eye doctor I can go to with this insurance.
[AGENT][NEUTRAL] I can check and see what type of product you have with the um with us. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] You want the um oh it's 02596948.
[AGENT][NEUTRAL] OK, thank you. One moment, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I need to verify the mailing address and email address on file.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, so you got this through universal trucking, um.
[AGENT][NEUTRAL] Alright, give me just a second.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] So for the you're trying to get the vision, correct?
[CUSTOMER][POSITIVE] Yes, I wanna know about both of them actually with, you know, I wanna set up an appointment for the vision for now.
[AGENT][NEUTRAL] OK, um, we don't handle the vision, um, Mister [PII]. Looks like we only have your dental.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] On the vision going to be to Expectera, which is a different company.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Do do you have that number for them?
[AGENT][NEUTRAL] Um, I don't, I can get, um, universal trucking on the line for us and they can assist you with that payment, I mean with that payment with that number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK. All right, let me do that. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group universal Benefits.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. I'm trying to transfer a member. He needs the number to a specter for his vision.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, here he comes. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hey Mr. [PII], I got a representative on the line.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, can I
[CUSTOMER][NEUTRAL] Hello, can I have your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, just wanna make sure.
[CUSTOMER][NEUTRAL] OK, and you need the phone number to specera?
[CUSTOMER][NEUTRAL] Well I wanted to find out my if I have vision coverage because I don't have, I have a dental card but I don't have a vision card I don't have I don't have a card for uh policy.
[CUSTOMER][NEUTRAL] That's because Specter is a paperless company. I can give you the phone number to them and um.
[CUSTOMER][POSITIVE] They can help find providers or answer any questions you might have.
[CUSTOMER][NEUTRAL] But when you go to uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I doctor, you just give them your social and date of birth and they can look you up if you just tell them you have Specterra.
[CUSTOMER][NEUTRAL] Um, could you give me that number please? Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you. You're welcome.