AccountId: 011433970860
ContactId: 011e7e69-33c2-4d68-93a0-1779bf2368a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413329 ms
Total Talk Time (AGENT): 142976 ms
Total Talk Time (CUSTOMER): 74154 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/011e7e69-33c2-4d68-93a0-1779bf2368a0_20250129T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well hey [PII], I have an insured on the line that I need to see if you can look to help him before you transfer him to be. I have posted a question in the.
[CUSTOMER][NEUTRAL] Um, chat, but no one has responded, so I'm just transferring it. Uh, the call, the policy is 255-6655.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, give me
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Is it for [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, if you'll notice his coverage is showing individual. however, when he set up his profile on the OSC, he sees, um, this other man's name as a part two, and he has absolutely no idea who that person is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And his again his coverage does show as individual which is correct.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, they just sent a message in chat and that this one needs to be verified.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yup, so
[AGENT][NEUTRAL] 00, got it.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, there's an issue with these policies here.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] But he's fully verified and the phone number um in the system would be the one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] To call him back on if something happens.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright you can go ahead and send him over.
[CUSTOMER][POSITIVE] All right then. Well, thank you so very much. Have a good day.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] Alright, bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, good afternoon, Miss [PII]. Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. I was just advised um that we were looking at your policy and we have a uh dependent listed that you are not familiar with, is that correct?
[CUSTOMER][POSITIVE] Yeah, that's, yeah, that's correct.
[AGENT][NEUTRAL] OK, we do show your policy as individual, so we are not covering any extra premium on that person who is being listed there.
[AGENT][NEUTRAL] Um, I would, what I'm gonna do right now is to reach out to benefits in the card, who is the responsible of, um, pretty much sending over the dependent information to us. Um, I will have to reach out to him and verify this dependent and or why this dependent was listed in there, um.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] It will take me a little bit of a minute to get with them.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Do you have any questions? Mhm.
[AGENT][NEUTRAL] Um, do you have any questions?
[CUSTOMER][NEUTRAL] Uh, no, no, no questions.
[AGENT][NEUTRAL] Any other? All right. Um.
[AGENT][NEUTRAL] I'm not quite sure how much it's gonna take me. um I will be still on the line and coming back to you um once I get a resolution, all right? I'm gonna go ahead and place you on a brief hold. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right. I'm back, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][MIXED] It seems that there was an issue with um the website that caused this glitch and added to your person. Um, what we have done is removed all the information for this person. Uh, again, I will state you were not being charged extra for the person listed in here. Um, other than that, the issue has been corrected.
[CUSTOMER][POSITIVE] OK, that sounds great. Thank you.
[AGENT][POSITIVE] And we apologize, we apologize for the inconvenience.
[AGENT][NEUTRAL] Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] That'll be it. All right. Well, thank you very much for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye