AccountId: 011433970860
ContactId: 34ff6955-a1a8-41d7-824c-1efa0d276880
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177600 ms
Total Talk Time (AGENT): 64438 ms
Total Talk Time (CUSTOMER): 106808 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/34ff6955-a1a8-41d7-824c-1efa0d276880_20250115T14:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][POSITIVE] Hey, I'm great. I got a quick question for you, um, and I don't know if maybe there's someone else I should get in touch with.
[CUSTOMER][NEUTRAL] I'm looking at policy 01829112.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I put a hub request in on this yesterday, um.
[CUSTOMER][NEUTRAL] I'm so sorry. So I got a call from a provider yesterday and she wanted to know about the eligibility of part two, Ms. [PII] on this, and I saw [PII] was active, but I see she should have aged out, so I told the provider, hey, I have her listed as active. I'm not really sure, um, because I didn't want to tell her it was active and then put in a hub request and have somebody like, um, you know, make her not active and give her the wrong information, um.
[CUSTOMER][NEUTRAL] And so I'm just wondering like.
[CUSTOMER][NEUTRAL] If she's active, do I just tell him like, I guess I want, I want to know what to do, like if I notice somebody should have been aged out and weren't, should I tell the person like they're not active anymore, and then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, in [PII], I believe they can stay on until they're [PII]. I don't know if we've changed that in our system yet or not to where it goes back to [PII], but [PII], they've, they've been letting these kids stay until they're [PII].
[CUSTOMER][NEUTRAL] Till they're [PII]. OK, so not [PII].
[AGENT][NEUTRAL] Mhm. Yeah, in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's crazy to me, but.
[CUSTOMER][NEUTRAL] OK, perfect. I didn't know that. Well, I didn't know that, so I thought [PII] was the the limit.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And I've heard that, that, that's the case in all states now, but I haven't heard anything on whether or not
[AGENT][NEUTRAL] We're, we're taking them off at [PII] because they're not coming out on my report. I get the report every month to take off the overage children.
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] I've not been getting any.
[AGENT][NEUTRAL] For [PII] until they're [PII] and then
[AGENT][NEUTRAL] It's the end of the year that they turned [PII] instead of the end of the month on [PII].
[CUSTOMER][NEUTRAL] Instead of the end of the month, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Cool, OK, so she's active. It's, oh, I just, I guess I didn't realize that. I'm so sorry. um, I just did not wanna tell somebody that they were like, oh yeah, you have coverage, and I put in a hub request and then they didn't and the providers like, well, we called and we said that, you know what I mean.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. I, I understand, yeah.
[CUSTOMER][NEUTRAL] OK, cool, um, so I'll let them know that I misunderstood and they're they're actually good till they're [PII] and I will, um, yeah, I appreciate that. Thank you so much for the education and I'm really sorry. I guess you guys can just like cancel my hub ticket.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Perfect. Thank you. Bye-bye.
[AGENT][POSITIVE] All right. Thank you. Uh-huh. Bye-bye.