AccountId: 011433970860
ContactId: 0a4e1c17-e7ec-41d7-abc0-3d70078bf01f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303299 ms
Total Talk Time (AGENT): 98347 ms
Total Talk Time (CUSTOMER): 168969 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/0a4e1c17-e7ec-41d7-abc0-3d70078bf01f_20250515T20:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have [PII], the bookkeeper on the phone for group 22417. She's actually calling on policy 1,612,900.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what she is calling about, she said that um she was trying to change coverage um.
[CUSTOMER][NEGATIVE] And this is not something that we do even if it's online we don't do that um she says she's been trying to get this taken care of by adding the spouse on here and it's not taking it's not showing up on the invoice she said she has also sent emails uh or and and she hasn't had any response.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But they said the spouse was supposed to be added on their renewal.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] At renewal time?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she said if they have to be back billed, um, that's fine.
[CUSTOMER][NEUTRAL] But I let her know that y'all would be able to let her know how much what the difference was and how much would be back billed or what we need and what we all what all is needed.
[AGENT][NEUTRAL] It looks like he was added in October and then somebody took him off in January.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Ah, I see.
[AGENT][NEGATIVE] [PII] took removed spouse made individual 101 premium that the group put in enrollment platform is still not correct. They have the 55 plus premium, uh.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] So why is she taking off?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] She's taking my product.
[CUSTOMER][NEUTRAL] Uh, can you help her, please?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] I appreciate you.
[AGENT][NEUTRAL] All right, thank you. And what was your name again?
[CUSTOMER][POSITIVE] Thank you. Oh, and a good callback number? Her name is [PII] and a good callback number.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and I only verified her on the um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group level I didn't verify the insured's information so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, dear.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, good afternoon, [PII]. This is Lindon customer services. How are you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Hi [PII], I'm good how are you?
[AGENT][NEUTRAL] I'm good. Um, I'm looking at this policy that, um, [PII] was telling me about. It looks like we changed it to.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Couple and then someone changed it back.
[AGENT][POSITIVE] But I can get that fixed for you.
[CUSTOMER][NEUTRAL] Yeah, it like
[CUSTOMER][NEUTRAL] I don't know what the glitch is, but it's like every time the spouse is covered, somehow he just falls off. But I did notice that there was a new profiles for him that had incorrect birth dates. So I went ahead and deleted those to maybe see if that was possibly causing the system to trip up.
[AGENT][NEUTRAL] OK. And can you verify um their birth date of birth?
[CUSTOMER][NEUTRAL] So his date of birth is going to be [PII]. And that is what should be reflected in the system now.
[AGENT][NEUTRAL] OK, I'm showing March.
[CUSTOMER][NEUTRAL] Oh, well.
[AGENT][NEUTRAL] That's got, that's got him in here.
[CUSTOMER][NEUTRAL] It'll be, yeah, it'll be.
[AGENT][POSITIVE] In January, February and March. Oh my goodness.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Oh God.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] and [PII] and what is [PII]'s paper.
[CUSTOMER][NEUTRAL] And what's his date of birth?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]'s date of birth. OK. Her date of birth is going to be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And
[AGENT][POSITIVE] I will get that all fixed up for you um.
[AGENT][NEUTRAL] And corrected, let's see.
[CUSTOMER][POSITIVE] Awesome, thank you.
[AGENT][NEUTRAL] Alright, is there anything else that I can help you with today, or?
[CUSTOMER][NEUTRAL] No, but I'm assuming that we should now have this correct where she's covered as employee spouse going forward.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Awesome. That is, that's everything I needed. Thank you so much for your help again.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] back in