AccountId: 011433970860
ContactId: 3aef63b3-bcc5-48b6-b032-3958b984dd85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371279 ms
Total Talk Time (AGENT): 135531 ms
Total Talk Time (CUSTOMER): 150947 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/3aef63b3-bcc5-48b6-b032-3958b984dd85_20250625T17:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I just have a question, um, about
[CUSTOMER][NEUTRAL] My plan when it's covered or whatever. Like I noticed on my previous year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It said effective [PII].
[CUSTOMER][NEUTRAL] And on this year's plan it says [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I was just kind of curious.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] So you pretty much want to check eligibility and make sure your policy is active?
[CUSTOMER][NEUTRAL] Yeah, it says it's active on here, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was just curious because like I know um.
[CUSTOMER][NEUTRAL] I go for like my yearly checks and stuff in July and so.
[CUSTOMER][NEUTRAL] I was just thinking like, you know,
[AGENT][NEUTRAL] Oh, I get you.
[AGENT][NEUTRAL] Yes, ma'am. Uh, what is your name and policy number, please?
[CUSTOMER][NEUTRAL] Um, the policy number is 253.
[CUSTOMER][NEUTRAL] 0464
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The name on the account is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], uh, verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII] and mailing address is uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then my email is [PII]. Now all that like my name and stuff has changed. I don't know how I need to do that.
[CUSTOMER][NEUTRAL] Or if when I renew with the school, if, if they'll change that or what, but I got married in May.
[AGENT][POSITIVE] Oh, congratulations.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, let me see. I believe your group would have to send us information, um, showing that your name has changed. And if it's for marriage, they would need a copy of the, um, marriage certificate or a driver's license.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Now, um, how do I change my email?
[AGENT][NEUTRAL] Um, I can change your email now. Uh, what's the email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The only thing that has changed from what you currently have is it's instead of [PII], it is [PII] N.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Everything else is the same.
[AGENT][POSITIVE] Oh good deal. Let me see.
[AGENT][NEUTRAL] OK. I have updated your email address.
[AGENT][NEUTRAL] But let me double check. I believe that you just need a copy of the marriage certificate, um.
[AGENT][NEUTRAL] Let me see if you can do it or if it has to be through your group, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] OK. Uh, it's something you can submit yourself. Uh, you can email it to us, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it does ask for like a marriage certificate or a driver's license showing that your name is changed. Um, you can email it to [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, what's that first part of that?
[AGENT][NEUTRAL] Uh, the email address care team.
[CUSTOMER][NEUTRAL] What did you say again?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] How do you spell that?
[AGENT][NEUTRAL] [PII] E. Yes.
[CUSTOMER][NEUTRAL] [PII] M.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Care team
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just need to send a copy of that with.
[CUSTOMER][NEUTRAL] Just telling them that I have been married or whatever so just like if I sent my driver's license that would be OK you think or do I also need the.
[CUSTOMER][NEUTRAL] A marriage license.
[AGENT][NEUTRAL] Uh, it should be fine. It says, uh, to name changed due to marriage, uh, divorce decree. Well, you're gonna need divorce, uh, driver's license or marriage certificate. So you can just send a copy of the certificate or the driver's license. It should be fine.
[CUSTOMER][NEUTRAL] Or certificate whatever.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and do I need to put my um.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My policy number on there or anything?
[AGENT][NEUTRAL] Policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, well, I just was, I was just trying to figure out if I'm, if like if I'm covered like I don't know why that would say effective through June.
[CUSTOMER][NEUTRAL] First, because like we renew everything in August every year.
[AGENT][NEUTRAL] Yes ma'am, usually they just um since you're with your group it's just waiting for eligibility information from the group but it should be fine.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][POSITIVE] OK. OK. OK. OK, well, that's all I needed. I appreciate your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You are welcome, Miss [PII], and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] All right. Well, I thank you so much for calling APL and you have a great day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you bye.