AccountId: 011433970860
ContactId: 3086baac-13ad-4fa8-b0f5-d97016d62ddf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 873859 ms
Total Talk Time (AGENT): 271284 ms
Total Talk Time (CUSTOMER): 131608 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/3086baac-13ad-4fa8-b0f5-d97016d62ddf_20250129T16:09_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII], and I'm calling because I just logged into my account to check my coverage. And um I see under my dental plan, um, that it listed a spouse that sounds like um, a man that I have no idea who he is or why he's on my coverage, and I'm calling about that.
[AGENT][NEUTRAL] OK, so you have a policy, but when you logged into the portal, you see someone covered on your policy that you do not know who that is, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I don't recognize this man's name or anything.
[AGENT][POSITIVE] OK, well, I can certainly take a look at that for you and help you with this. And who am I speaking with again?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEGATIVE] Set off.
[AGENT][NEUTRAL] Can you spell your last name for me?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][POSITIVE] Thank you and your call back number please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your policy number please [PII].
[CUSTOMER][NEUTRAL] 02556655.
[AGENT][NEUTRAL] OK, thank you. One moment while I get your information pulled up. Once I do, I will have to verify several things with you first for security.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So just a moment please.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Alright, give me just one second before we verify your information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off, [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Um, uh, sorry, sorry, that's my personal one. it would be hello [PII].
[AGENT][NEUTRAL] OK, thank you. All right. So I do show that this is through Creative Circles that you have this coverage, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And you, you do not know anyone by the name of [PII]?
[CUSTOMER][NEGATIVE] No, no, and he's definitely not my fiancee.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, sir. It shows him as your spouse on this policy. So, OK, so this, this information is electronically.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] Um, transmitted to APL from benefits and a card. Benefits and a card is the enrollment company that you signed up for any of your insurance coverages that you have for this employer. So what I can do is I can give you their phone number. I can also connect you with one of their representatives.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, just uh direct me wherever I need to go to let them know yeah.
[AGENT][NEUTRAL] Because they handle all of that. Yeah, yeah, that's definitely and then we will receive there once they've processed it in their system corrected it, then we will receive that information within the next couple of days via, you know, an electronic file transmission.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But their phone number is uh and I will make a note in your policy regarding our conversation, but the phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Um, is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And give me just a moment to look at something else.
[AGENT][NEUTRAL] OK, I, I said before I transfer you to them, um, do you mind letting me place you on a brief hold and check on something?
[CUSTOMER][POSITIVE] Yeah, yeah, go for it.
[AGENT][POSITIVE] OK, awesome. Thank you so much. I'll be back with you in just a couple of minutes, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so first off, what I'm gonna do is I'm gonna just transfer you to someone on our customer service team to so they could look to see what we're showing on our file, um, but you will still need to speak to someone at Benefits in a car because I can see it's, we show it individual coverage in one location, which is correct. It should just be for you, is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] And then we have this other gentleman's name on there so I'm not sure how that.
[AGENT][NEUTRAL] How I got on there, but I was gonna try to see if I could get the answer for you instead of transferring you to another team member here first, but I'm gonna go ahead and do that. You will not have to re-verify your information. I'll give them your policy number and everything and then um they can get you connected with benefits and a card from there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that sounds fine.
[AGENT][NEUTRAL] All right. Well, is there anything else I could help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thank you so much for calling APO and I hope you have a great day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Hi, yes, sir. You're very welcome. So one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Well, hey [PII], I have an insured on the line that I need to see if you can look to help him before you transfer him to [PII]. I had posted a question in the.
[AGENT][NEUTRAL] Um, chat, but no one has responded, so I'm just transferring it. Uh, the, the policy is 255-6655.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, give me just a second.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Is it for [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, if you'll notice his coverage is showing individual. however, when he set up his profile on the OSC, he sees, um, this other man's name as a part two, and he has absolutely no idea who that person is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And his again his coverage does show as an individual which is correct.
[CUSTOMER][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm, they just sent a message in chat I know this one needs to be verified.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep, so
[CUSTOMER][NEUTRAL] 00, got it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] There's an issue with these policies here.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But he's fully verified and the phone number um in the system would be the one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] To call him back on if something happened.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send him over.
[AGENT][POSITIVE] All right then. Well, thank you so very much. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye, bye-bye.