AccountId: 011433970860
ContactId: 378a2c78-833e-400a-88ce-8f76dbc94cd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 790539 ms
Total Talk Time (AGENT): 184506 ms
Total Talk Time (CUSTOMER): 106824 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/378a2c78-833e-400a-88ce-8f76dbc94cd8_20250408T15:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey my name is uh [PII]. I'm the director of HR for Coral Springs Improvement District. Um, I just need, I need to change the status.
[AGENT][NEUTRAL] I am so sorry. I'm so sorry, but I can barely hear you.
[CUSTOMER][NEUTRAL] I need
[CUSTOMER][NEUTRAL] I need to change the status of one of my employees from family to uh employee plus children.
[AGENT][NEUTRAL] OK, you're wanting to find out how to go about changing the type of coverage?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes, sure, I can help you with that. And [PII], first I will need to pull up the group information to verify some things with you for security. So if you could please give me your last name again because I couldn't hear that.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Sorry, I was trying to finish an email. What what are you needing?
[AGENT][NEUTRAL] No, you're
[AGENT][NEUTRAL] I, I could not hear you. I couldn't understand you in the very beginning of the call. What is your last name?
[CUSTOMER][NEUTRAL] What are you needing
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]. Our group number is 16577.
[AGENT][POSITIVE] OK, so thank you give me a moment to get the group's information pulled up first, please.
[AGENT][NEUTRAL] OK, and if you could just please verify the address for the group, you had already given me the group name and then your email address, please?
[CUSTOMER][NEUTRAL] Uh, [PII]. Uh, my email is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you. And then the phone number that we have on file for the group is the same as the one that you gave me, so that is the best contact number, is that correct?
[CUSTOMER][NEUTRAL] That's my direct line is [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. All right.
[AGENT][NEUTRAL] OK, and who is the employee that you're calling on behalf of just so that I can pull that member's information.
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK. And the date of birth for that insured?
[CUSTOMER][NEUTRAL] Oh, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, doing something else.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I'm logged in I guess I could just look at that but hold on.
[CUSTOMER][NEUTRAL] 623 of 80.
[AGENT][NEUTRAL] OK, thank you. All right, and so you're wanting to find out what you need to do in order to change the coverage type, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I just, I, I, I'm, I'm, I'm logged in and everything. I just don't see how to change the coverage type if you can help me, that'd be great.
[AGENT][NEUTRAL] OK, so you're wanting to change it from family to individual?
[AGENT][NEUTRAL] Is that what you said?
[CUSTOMER][NEUTRAL] Uh, uh, employee plus, uh, children, is there, is there one of those through there or no?
[AGENT][NEUTRAL] OK. So you're, so you're wanting to turn the spouse. OK, so give me a moment.
[AGENT][NEUTRAL] You're wanting the spouse to be removed, is that correct?
[CUSTOMER][POSITIVE] Yeah yeah, yes, correct.
[AGENT][POSITIVE] Alright, bear with me just a sec. I'm having some trouble, um, I apologize, [PII], and getting some of my information to pull up for me. I'm so sorry. One moment.
[CUSTOMER][NEUTRAL] OK, that's
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you mind letting me place you on a brief hold, [PII]? I am so sorry. I need to see if I can refresh one of these screens because I can't pull in some information that I need for you.
[CUSTOMER][NEUTRAL] Sure, that's fine.
[AGENT][POSITIVE] OK, thank you, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Such
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi [PII], thank you so much for holding for me and I do apologize about the delay. I'm still having trouble getting some of my information to pull in um you can send an email.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] To our care team requesting the change in coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you already have that email address?
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] OK, it's [PII] team.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What do I need to put on there? Do I need to put anything in the in the.
[AGENT][NEUTRAL] Um, you can include his policy number if you would like.
[AGENT][NEUTRAL] And just state what you're requesting, that it be changed from family.
[AGENT][NEUTRAL] To employ
[AGENT][NEUTRAL] Plus children and the date that you're wanting the spouse termed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, I'll, I'll send in OK.
[AGENT][NEUTRAL] OK, and then if you would like a confirmation to be sent to you once that has been processed, you can also include that in your email.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you for your patience um while I was trying to pull in some information. So is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that'd be all.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright thanks you too alright bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.