AccountId: 011433970860
ContactId: 0f1c31ec-5c1c-4645-a3da-d68692e2e87a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309299 ms
Total Talk Time (AGENT): 138947 ms
Total Talk Time (CUSTOMER): 145619 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/0f1c31ec-5c1c-4645-a3da-d68692e2e87a_20250408T21:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] with the care team. How you doing?
[AGENT][POSITIVE] I'm doing well how about yourself?
[CUSTOMER][POSITIVE] Hey, I'm doing great. I have a quick question I was hoping you could help me with. I'm seeing something I don't quite understand on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and on a policy. I'm looking at policy 2465516.
[AGENT][NEUTRAL] Hang on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what are we looking for?
[CUSTOMER][NEUTRAL] So, I got
[CUSTOMER][NEUTRAL] An email just like wanting to confirm that the whole family is enrolled and I see everyone but like the baby is enrolled um and then I see a note on the policy that says they added a newborn for a 30 day trial, but then they made the effective date.
[CUSTOMER][NEUTRAL] Um, [PII], even the policy didn't become effective until [PII], and.
[CUSTOMER][NEUTRAL] I also, so I'm just curious like what that is. I've never heard of a 30 day trial, but I'm also wondering what they.
[AGENT][NEUTRAL] OK, the gap plans can have a newborn added without, OK, so the way the certificate says is a newborn can be added and it's covered automatically within the 1st 30 days of initial time of birth, but they can't be permanently added past the 30 days unless we're notified in writing to add the child.
[CUSTOMER][NEUTRAL] OK, so it looks like they elected um APL coverage at open enrollment which was [PII].
[AGENT][NEUTRAL] So there must have been a change, but they added the newborn for the first initial 30 days of date of birth, and after that, the newborn didn't have coverage. Um, even though there's other dependents on there, we still have to have something in writing or something in an exception report, which would be something customer service could research to see whether or not that that newborn needs to be permanently added.
[CUSTOMER][NEUTRAL] OK, so for this email, like, is there any documentation they need? Do they need to send a birth certificate and then I can send it to you, or is it just enough to have their first name, last name, and last part of their social, um, in this email to have them added on?
[AGENT][NEUTRAL] We can have them add them just just with the name and their and the last four of the social. We don't need the whole social, but if they give it to us, we utilize it.
[CUSTOMER][NEUTRAL] OK perfect so what I'll do then is I will use this email as a hub request to get um [PII] the baby added in completely. I just have never seen, I guess I just never seen that so I wanted to like ask somebody.
[AGENT][NEUTRAL] Yeah, it's only in the gap plan that they're covered. And the reason why we do it effective the date of birth is because again, they're only covered the 1st 30 days from the date of birth, but we can't permanently add them unless we get something in writing from the group or the insured, um, indicating that they need to be added.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Even though it's already family. It, it's weird. I know it's weird because it's already family, but they, they're not automatically covered unless we're, we've got something in writing, but we do allow them for the 1st 30 days. A freebie, I guess is what you could say.
[CUSTOMER][NEUTRAL] OK, that makes sense.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well this, um, because it was supposed to be an open enrollment like where they processed it like electronically, um, will this make the baby effective from [PII] like will it impact that effective date?
[AGENT][NEUTRAL] Yes, it would also impact that effective date because they're doing it in open enrollment, so that means they would have to get the open enrollment date.
[CUSTOMER][POSITIVE] OK perfect um so I'll send this to y'all. I'll let her know.
[AGENT][NEUTRAL] Cause I think the policy says they have to send us something in writing within 30 days from the date of birth that they want permanently added as well. And if we don't get it, then
[AGENT][NEUTRAL] Cause a lot of times a claim will come in and again, because the claim comes in, we can do it the 1st 30 days. It's just we need official notice from somebody who's aware in the group.
[CUSTOMER][POSITIVE] OK, no, that makes a lot of sense. That's um one of the things like I've never really learned about is how the babies work so I'll send this to you guys and I will let [PII] know that we're working on.
[CUSTOMER][NEUTRAL] Getting the child enrolled but everybody else is showing as active.
[AGENT][POSITIVE] OK. Let me know if you need anything else. Hope you have a good evening.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] No, I love it. I just wanna make sure I didn't have to request like a birth certificate or something before I sent it on.
[AGENT][POSITIVE] No, if she's already there and she's letting us know in writing, that's pretty much what we need.
[CUSTOMER][POSITIVE] Perfect. That is the best news I've heard today, so thank you so much for um for your assistance on this.
[AGENT][POSITIVE] You're welcome. You have a good day.
[CUSTOMER][POSITIVE] Hey you too thanks enjoy.
[AGENT][POSITIVE] Thank you bye bye.