AccountId: 011433970860
ContactId: 34557d7a-ace0-48de-a9f6-a3e9aecbc381
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170699 ms
Total Talk Time (AGENT): 58962 ms
Total Talk Time (CUSTOMER): 97307 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/34557d7a-ace0-48de-a9f6-a3e9aecbc381_20250520T12:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I am with QC USA.
[CUSTOMER][NEUTRAL] Uh, and I'm trying to, I'm the administrator of the plan and I need to remove a dependent from a policy.
[AGENT][POSITIVE] OK, yes ma'am, I can help you with that. Uh, now do you happen to have that group number?
[CUSTOMER][NEUTRAL] Yes, I'm trying to look at it on my on the invoice. Give me one second, OK.
[AGENT][NEUTRAL] OK, give me
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The group number is
[CUSTOMER][NEUTRAL] And where are you? 17433.
[AGENT][NEUTRAL] Thank you. OK, and do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. I appreciate that. And if you don't mind, would you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and will you also verify the um address for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you I appreciate that. So are you logged into the online service center?
[CUSTOMER][NEUTRAL] I am logged in, yes.
[AGENT][NEUTRAL] OK. OK. And um
[AGENT][NEUTRAL] Who is the insured that you're trying to remove the dependent from?
[CUSTOMER][NEUTRAL] OK, the the it's [PII]. The policy is 228-6179, and I don't know how to do it online because it says change employee. I don't want to touch if I, uh, remove everything, OK, so.
[CUSTOMER][NEUTRAL] I have added employees, but I never made a change online, so.
[AGENT][NEUTRAL] OK, um, now if you're not, if you don't want to do that, you can send us an email and we can get the dependent removed.
[CUSTOMER][NEUTRAL] OK, yes, I can do that. Um, I don't know if you think if I could do it, but I don't, I don't see the any to make the changes, I don't see anything that qualifies. He just wants to remove the, the daughter, keep the, the wife and remove the daughter, so because he removed it from the insurance. So, OK, so I'm going to go and send an email and I send it to, go ahead.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I go, I'm going to go ahead and do that. Thank you very much. I appreciate your help. OK.
[AGENT][POSITIVE] OK, yes, ma'am. You are welcome. Can I do anything else for you?