AccountId: 011433970860
ContactId: 10829798-86a4-4d85-b805-2c8f7c91647d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275209 ms
Total Talk Time (AGENT): 102205 ms
Total Talk Time (CUSTOMER): 102357 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/10829798-86a4-4d85-b805-2c8f7c91647d_20250305T17:00_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to get a copy of my husband's plan that I am on for the IS.
[AGENT][NEUTRAL] Could you repeat yourself?
[CUSTOMER][NEUTRAL] My husband has um insurance through his job with you all that includes me, and I need a copy um of the enrollment for IIS.
[AGENT][NEUTRAL] I think you're in the wrong department. Can I have your name and the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I'm not in the wrong department they transferred me over to y'all so I can get the benefit letter from you all, um.
[CUSTOMER][NEUTRAL] His ID number is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is his social because that's not pulling up a policy and it does sound like you're definitely in the wrong department but I'll be able to assist you with the correct department.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what is your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII] and the mailing address that he has on file would be um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Repeat that address again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not showing that address on file. Is there another address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] Oh, the that that address needs to be updated.
[AGENT][NEUTRAL] And so your husband will have to call to to update the address. Also, um,
[AGENT][NEUTRAL] You're calling about medical or dental?
[CUSTOMER][NEUTRAL] Um, I already got the medical. I need the um.
[CUSTOMER][NEUTRAL] I need the dental uh plan for the dental sent to me.
[AGENT][NEUTRAL] Or do you need a schedule, like a schedule of your benefits or do you need something?
[AGENT][NEUTRAL] Cause when you say.
[CUSTOMER][NEUTRAL] I need something to provide the IRS stating that he has insurance.
[CUSTOMER][NEUTRAL] That we both have it.
[AGENT][NEUTRAL] Right, he had so with his job, they sent him out an email in the very beginning which show everything that he had, but I can send this over for him, but it shows every benefit that he has to like through his job the benefit coordinator sent him something.
[CUSTOMER][NEUTRAL] It was his job.
[AGENT][NEUTRAL] In the email in the beginning of the year about his dental medical cause you know I'm, I'm not sure if you're gonna need for vision, however, we don't do that with vision but just in case the email that they sent out listing everything that he, he um applied for for the year.
[CUSTOMER][NEUTRAL] OK, I need the email.
[AGENT][NEUTRAL] No, the email was sent to your spouse from his job.
[AGENT][NEUTRAL] It's what I'm telling you.
[CUSTOMER][NEUTRAL] He didn't have it.
[AGENT][NEUTRAL] But it don't come from us, ma'am. It comes from the job itself I can just send you a schedule showing what your benefits cover on the policy.
[CUSTOMER][NEUTRAL] OK, that'll be fine.
[AGENT][NEUTRAL] What is your email address?
[CUSTOMER][NEUTRAL] It's gonna be my last name.
[CUSTOMER][NEUTRAL] My first name
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I have your first and last name [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] You too.