AccountId: 011433970860
ContactId: 1fefd9aa-e789-4996-b2c5-1cf95328c693
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186199 ms
Total Talk Time (AGENT): 54330 ms
Total Talk Time (CUSTOMER): 107710 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/1fefd9aa-e789-4996-b2c5-1cf95328c693_20250113T17:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], um, I work with my husband [PII], and I'm calling regarding the renewal for McCurry and Company and um they do have one change, um, not the number of people but one dependent has been turned off of uh the employee so they're going from, you know, family to.
[CUSTOMER][NEUTRAL] To to uh just adult individual.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So how would I, I just sent the, to the um.
[CUSTOMER][NEUTRAL] You know, the generic email, the APL for renewals, um, I just sent that over, but then I, we just realized there is one change and that the person's going from, you know, family moving to individual coverage for the med link.
[AGENT][NEUTRAL] OK, so we've got [PII] and Company. I'm guessing that's group number 16,170?
[CUSTOMER][NEUTRAL] Um, I had it, um, hold on, to see where is it here. I, yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And who is it, [PII], that um
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Her daughter is no longer on the health plan or anything.
[CUSTOMER][NEUTRAL] But she's still on it, you know.
[AGENT][NEUTRAL] OK, so her daughter's no longer on it?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, can you go ahead and just do a follow-up email then letting us know that we need to remove [PII] from [PII]'s policy?
[CUSTOMER][NEUTRAL] OK, where did it go? um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or it can even be a separate email, [PII], um.
[CUSTOMER][NEUTRAL] Mm, no, it's fine. It's just, uh, let's see here. OK, that's it it's FL. I was, I got it backwards FL dash sales.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, here it is. OK, yeah, I will do a follow up email and explain, uh, that [PII] dependent [PII], um, has been termed from the.
[CUSTOMER][NEUTRAL] Group health plan.
[AGENT][NEUTRAL] Made, right, right. Um, and then, and this is gonna be effective [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yeah, if you can.
[CUSTOMER][NEUTRAL] Yeah, the the usual, mhm.
[AGENT][POSITIVE] Yeah, if you could just put that on there, um, we'll get that squared away with the renewal we'll put all that information together.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh wonderful.
[CUSTOMER][POSITIVE] OK, I'll do that right now. Thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] No problem. Is there anything else I can do for you, [PII]?
[CUSTOMER][NEUTRAL] No, that's it for now.
[AGENT][POSITIVE] Alright well thanks so much for calling APL you have a great day.
[CUSTOMER][POSITIVE] Thank you, same to you.
[AGENT][NEUTRAL] Mm, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.