AccountId: 011433970860
ContactId: 3351d01b-ef1a-4e61-beba-70fc8cab2496
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258010 ms
Total Talk Time (AGENT): 130023 ms
Total Talk Time (CUSTOMER): 80838 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/3351d01b-ef1a-4e61-beba-70fc8cab2496_20250221T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there. Um,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I don't think my ex-wife ever got taken off my plan.
[AGENT][NEUTRAL] Well, let's take a look at that. I can assist you with that. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, see here.
[CUSTOMER][NEUTRAL] I got yeah policy is 018.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 288-04
[AGENT][NEUTRAL] Thank you. And what is your name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] All right, thank you, Mr. [PII]. Do you mind verifying your current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, my mailing address is [PII].
[CUSTOMER][NEUTRAL] Highway 161.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And email is [PII].
[AGENT][NEUTRAL] Looks like we have a different email on file for you. It is a [PII]. Do we need to update that for you?
[CUSTOMER][NEUTRAL] Uh, probably.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that was [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] City of Troy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you. I have updated that email for you. Now, I'm showing it looks like, I was checking your policy, and it looks like on [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The spouse was removed and that was
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And she was removed from your policy.
[AGENT][NEUTRAL] On [PII], and that changed your policy from family coverage to single parent coverage.
[AGENT][NEUTRAL] Now, we, we can't, if you're looking online or something like that and you see her name, we can't like take her name off the policy, but it, she does not have active coverage.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] OK, yeah, I just wanted to make sure I got a.
[CUSTOMER][NEUTRAL] A couple of letters from you this week.
[CUSTOMER][NEUTRAL] Where [PII] I guess [PII] was trying to use APL.
[CUSTOMER][NEUTRAL] And it was saying it was denied, but it still had it listed as spouse, so it's like I better call and make sure.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Yeah, she does not have coverage and it, it, I don't know if she's like presenting the information or if possibly the provider had this policy information.
[AGENT][NEUTRAL] And so they're just filing the claims from the information they previously had sometimes they don't update that information or [PII] might have forgotten to update her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy information with that provider.
[AGENT][NEUTRAL] But you're right, that we have received claims.
[CUSTOMER][NEUTRAL] OK, yeah, I just, I would just want to make sure everything was square, you know.
[AGENT][POSITIVE] I understand. Not a problem at all. I would do the same. I'd be like, whoa, wait a minute.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But yes, she, she has been removed from the plan.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any
[CUSTOMER][NEUTRAL] Well that's uh
[CUSTOMER][NEUTRAL] I think that's all I needed then.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you today, Mr. [PII]. Thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Oh, thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.