AccountId: 011433970860
ContactId: 344362b6-de62-44bb-b27b-b707e8adbd3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443260 ms
Total Talk Time (AGENT): 185168 ms
Total Talk Time (CUSTOMER): 105087 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/344362b6-de62-44bb-b27b-b707e8adbd3b_20241230T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[CUSTOMER][NEUTRAL] I just received your call.
[AGENT][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] This is [PII]. I just received your call. You're returning my call. I call you in regard of my codependent on my APL insurance.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, sir, can you provide me with your policy number, please?
[CUSTOMER][NEUTRAL] Yeah, wait a second.
[CUSTOMER][NEUTRAL] 02212366 M as Mark L as Luke 7.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, sir, we'll do a quick verification and let me, let me check something real quick, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, listen, I was trying to see who called you actually. Um, alright, so Mr. [PII], can we verify your date of birth and then your address please, sir?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My date of birth is [PII] and my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can we verify your email address, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it's [PII]?
[CUSTOMER][POSITIVE] This is right.
[AGENT][NEUTRAL] Thank you, sir. And it looks like you're calling from the number that we have on file for you, [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, let me, maybe I read it wrong.
[CUSTOMER][NEUTRAL] What do you mean 23?
[AGENT][NEUTRAL] Let's see, let me go back to that. OK, 34727378.
[AGENT][NEUTRAL] Let me pull that back up.
[AGENT][NEUTRAL] 77.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, thank you. All right. Mr. [PII], I'm sorry. Were you, were you calling on adding a, an, an, an additional person to your policy?
[CUSTOMER][POSITIVE] Yeah this is right.
[AGENT][NEUTRAL] OK, well, we're showing that it only has single coverage, um.
[AGENT][NEUTRAL] We would need to receive something from your employer. Are you trying to add a spouse?
[CUSTOMER][NEUTRAL] So when the enrollment opened in [PII] I added my domestic partner as my dependent.
[AGENT][NEUTRAL] OK, let me see if I can find.
[CUSTOMER][NEUTRAL] And uh my vision dental health insurance updated all the policy with her name except for [PII] so I will try to understand what is happening.
[AGENT][NEUTRAL] OK, let's see if I can find an enrollment.
[AGENT][NEUTRAL] And this was during open enrollment, sir?
[CUSTOMER][NEUTRAL] Yeah, in [PII].
[AGENT][NEUTRAL] OK, give me one moment, let me see what I can find here.
[AGENT][NEUTRAL] Take me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm trying to see if I can find that group's um enrollment file to see if one was received.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm not finding any that we received any type of enrollment file um or an application for your spouse, your, uh, to be added um.
[AGENT][NEUTRAL] What we would need is something from the group adding her to your policy. Can you go to your benefits department and have them email a public, uh, email APL, the enrollment information.
[AGENT][NEUTRAL] We would need her name and name and date of birth and effective date.
[CUSTOMER][NEUTRAL] OK, we'll do it.
[CUSTOMER][NEUTRAL] I will ask my employer to do that.
[AGENT][POSITIVE] Wonderful. Would you like me to give you an email address?
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] OK, so we're gonna mail that email that to our care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Department and that email is [PII]. OK, it's [PII]
[CUSTOMER][NEUTRAL] Sorry, can you repeat?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, then put the [PII] sign.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then [PII]. So [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you so much, very kind.
[AGENT][POSITIVE] You know, you're very kind to so is there anything else we can assist you with today?
[CUSTOMER][POSITIVE] OK, great, thank you. It's OK, it's uh it's enough.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you and have a wonderful day and thank you for calling ATL. Bye-bye.
[CUSTOMER][POSITIVE] Alright you too bye bye bye thank you.