AccountId: 011433970860
ContactId: 1cdcdfa1-fa0f-4edd-b401-e4062e8bd868
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222979 ms
Total Talk Time (AGENT): 70108 ms
Total Talk Time (CUSTOMER): 103518 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/1cdcdfa1-fa0f-4edd-b401-e4062e8bd868_20250522T15:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII] and I'm with the City of Goose Creek. Um, I am calling in reference to group number 26142, um, specifically.
[AGENT][POSITIVE] OK, thank you so much. And Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, um, so we have somebody who.
[CUSTOMER][NEUTRAL] Termed in February but their APL coverage got termed as effective 331 and it should have actually been termed as of like [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's [PII] if you want to pull him up.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and Ms. [PII], uh, verify the uh group mailing address and your email address for me, please.
[CUSTOMER][NEUTRAL] 519. I'm sorry [PII], and did you say the email address?
[AGENT][NEUTRAL] Uh, your, yes, ma'am.
[CUSTOMER][NEUTRAL] It's gonna be one of two. It's either [PII] or [PII]. We're changing over, so I'm not sure which one is uh APL has been changed too, so.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I don't show any changes actually yet. Give me one moment.
[CUSTOMER][POSITIVE] Perfect. So then it's [PII].
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] And it's for [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes we did.
[AGENT][NEUTRAL] See, you say he's supposed to be termed in February?
[CUSTOMER][NEUTRAL] Correct, but his coverage looks like it was term 331 and so what I'm trying to do is get it. I, I have no idea if he has any claims out there.
[CUSTOMER][NEUTRAL] I'm trying to see if we can get it retro back to 228.
[AGENT][NEUTRAL] 22
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, you can send an email to our care team.
[AGENT][NEUTRAL] stating the correct term date for this patient or this insured, and they can correct it in the system.
[CUSTOMER][NEUTRAL] OK, um, can it come from me or does it have to come from our HR team?
[AGENT][POSITIVE] Um, the HR team is fun, or, um, shows you group admin.
[AGENT][NEUTRAL] And the email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] At a public.
[CUSTOMER][NEUTRAL] [PII] and I just need to put in his name and what else?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, name, group number, and uh, his, um, term date was supposed to be.
[CUSTOMER][NEUTRAL] OK, will do.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]? Excuse me.
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] OK, thank you so much. Thanks for calling APL you have a great day.
[CUSTOMER][POSITIVE] You do the same thank you bye bye.
[AGENT][NEUTRAL] Mm bye.