AccountId: 011433970860
ContactId: 2574fad7-4c14-46b9-bf14-cbd1609a3fb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 634190 ms
Total Talk Time (AGENT): 212683 ms
Total Talk Time (CUSTOMER): 186649 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/2574fad7-4c14-46b9-bf14-cbd1609a3fb7_20250529T20:19_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling on behalf of Cosmo International Preferences, um, pertaining to one of our employees, uh, [PII], um.
[CUSTOMER][NEUTRAL] I noticed as I was looking at her file um or her um information, uh, her children's date of birth is incorrect, and I know she's in the process of filing a claim and I wasn't sure if
[CUSTOMER][NEUTRAL] It would affect that process for her. Um, so is there a way to update the date of her children's date of birth or including hers I think is incorrect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm OK, so first off, you and I do not, do not have a very good connection. There is an echo on our call with everything that you say.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Give me 1 2nd let me.
[CUSTOMER][NEUTRAL] Yeah, I'm still here can you hear me better?
[AGENT][POSITIVE] That's a lot better, yes. So, did you say that you were calling from the group?
[CUSTOMER][NEUTRAL] Yes, I'm calling from uh uh Cosmo International Fragrances.
[AGENT][NEUTRAL] OK, and what is your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, that's me.
[AGENT][NEUTRAL] Is it ES? How do you spell it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then you said your last name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the group number, please, [PII]?
[CUSTOMER][NEUTRAL] Yes, 25309.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get the group's information pulled up and I will need to verify some things with you first for security purposes, so one moment please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, so first off, um, as I said, I would need to verify several things with you for security. So if you could first please verify the address for the group.
[CUSTOMER][NEUTRAL] Yeah, that, well, we have, we have two different locations, so I assume it may be.
[AGENT][NEUTRAL] The primary well it would be the primary that we would have on file for the group.
[CUSTOMER][NEUTRAL] Yeah, give me just one second. Let me get that.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh, it's gonna be the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, thank you and then the primary phone number and contact name for the group?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] See if it's under.
[CUSTOMER][NEUTRAL] So the the business name is going to be Cosmo International Corp.
[CUSTOMER][NEUTRAL] And what was the other question? I, I apologize.
[AGENT][NEUTRAL] Now, who is the primary contact name for the group and.
[CUSTOMER][NEUTRAL] Ah, yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and the phone number that we would have on file for the group?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the last piece of information to verify with me is is gonna be your email address.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] At Cosmo
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Did I say that right? Yeah, yeah.
[AGENT][NEUTRAL] OK, thank you. And I understood you to say that you were needing to find out about updating.
[AGENT][NEGATIVE] A member's date of birth as well as dependents or just dependents. Again, our connection was not very good.
[CUSTOMER][POSITIVE] Correct. Uh
[CUSTOMER][NEUTRAL] Yeah, it seems so far it's the dependent, but I think she mentioned also that her date of birth was also incorrect.
[AGENT][NEUTRAL] OK, so I can give you an email address that you can send the changes, the request to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the email that you would send that to is [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII] um.
[AGENT][NEUTRAL] Again, that is
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I have [PII] at
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am, that is correct. So you would just email, send an email to the care team with the updated information request what corrections need to be made.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how long does it take for them to make those changes?
[CUSTOMER][NEUTRAL] For us to see it on our end.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It would usually probably I would say with today being Thursday, it could possibly be Monday on this one, given the time of day today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But within just a couple of days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's not a problem. Uh, one more question, is it preferable for her to wait until that change is made to send her claim or to submit the claim?
[AGENT][POSITIVE] Um, I would probably, yes, I would recommend doing that because they will.
[CUSTOMER][NEUTRAL] Yeah, hold on.
[AGENT][NEUTRAL] Yes, because if the dates of birth are off, then that would interfere with the claims review if that information doesn't match and give me just a second to look at a couple of things before we get off the line, just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you for for your patience while I'm looking up something.
[CUSTOMER][POSITIVE] Sure, that's not a problem.
[AGENT][NEUTRAL] Which employee are you calling in regards to [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, [PII].
[AGENT][NEUTRAL] And if you could please verify [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah, let me pull up um I do have that information.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so her date of birth is correct in our system, so you would just need to include, you know, her policy number and then the dependent information that's needing to be updated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Well, is there any
[CUSTOMER][NEUTRAL] Um, but that's all my questions.
[AGENT][POSITIVE] OK. Well, I was just about to ask you, is there anything else that, OK. Well, if that's all that I could help you with this afternoon, [PII], thank you very much for calling APL and I hope that you have a nice evening.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You too as well. Thank you.
[AGENT][POSITIVE] Yes, ma'am, and thank you very much. I enjoyed speaking with you today.
[CUSTOMER][POSITIVE] You too as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.