AccountId: 011433970860
ContactId: 0a57ec8f-d13f-4759-947b-3d844b69c5f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208259 ms
Total Talk Time (AGENT): 109486 ms
Total Talk Time (CUSTOMER): 89224 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/0a57ec8f-d13f-4759-947b-3d844b69c5f6_20250131T20:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, I'm trying to get a spouse removed from an employee's policy.
[AGENT][NEUTRAL] OK, you're calling from the group?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to um let you know how to do that. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Sure, [PII], it's [PII].
[CUSTOMER][NEUTRAL] And it's for [PII] County Port Authority.
[AGENT][NEUTRAL] OK, and may I have your group number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hold on one I had it right here. Group number is 10,240.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII], what's your birth date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I get to the policies.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me see, hold on one second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I think he has 2 policies.
[AGENT][NEUTRAL] Because he has to, yeah, that's exactly what I was looking at. OK, um, so the only way that we can um take the spouse off, I'll give you the care team email, just shoot us a quick email, um, and we'll go ahead and make those changes for you.
[CUSTOMER][NEUTRAL] Mhm yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what's that email address?
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you
[CUSTOMER][NEUTRAL] Now do I need to I'm sorry, go ahead.
[AGENT][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Did you have both of the policy numbers or you want me to give them to you?
[CUSTOMER][NEUTRAL] I do have both of them, um, and also now I do have the um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Divorce decree basically um do y'all need that or I'm just saying hey they've gotten a divorce and please remove her.
[AGENT][NEUTRAL] Oh no, you don't even have to, um, you don't even have to mention the divorce. He's the policyholder, so you can just put a spouse removal or remove spouse, um, and we'll just go ahead and process it. We just need it in writing, that's the only reason we can't do it over the phone.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Oh perfect, so it'll be effective [PII] I'm assuming?
[AGENT][NEUTRAL] 31.
[CUSTOMER][NEUTRAL] I mean 21. 0 my gosh, where am I?
[AGENT][NEUTRAL] Yes, ma'am. Um, well, it depends. So usually, um when we get the email, it takes us about an hour or two to process it. So it could be today, um, but I could, I'll say 21 just to be on the safe side.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect that way I I because I have to shoot an email to someone else letting them know of the changes, but now, um, will I know what the policy change amount will be, um, prior to, or do I have to wait for the bill to come out?
[AGENT][NEUTRAL] No, so, um, once we make the change, if he wants to give us a call to just see what the premium has changed to, he can, um,
[CUSTOMER][POSITIVE] OK, and can I do that as well just for um oh perfect OK all right well I'll call back on like Monday or Tuesday OK perfect all right well I'll shoot this email to y'all and we'll go from there.
[AGENT][POSITIVE] Yes, you can.
[AGENT][NEUTRAL] You'll just need his first and last name and date of birth. OK.
[AGENT][NEUTRAL] All right, [PII], was there anything else I can help you out with today?
[CUSTOMER][POSITIVE] I think that's it thank you.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.