AccountId: 011433970860
ContactId: 3d16cf0d-f4c5-449b-b58c-3182533ff735
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318299 ms
Total Talk Time (AGENT): 185302 ms
Total Talk Time (CUSTOMER): 116509 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/3d16cf0d-f4c5-449b-b58c-3182533ff735_20250403T19:00_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was calling to check on my uh actually uh my uh insurance I have right now.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yes, ma'am. I was calling to see, um, I guess I, I don't know if we ever have my next roll enrollment or anything because uh my daughter was trying to get insurance, but I was trying to see if I could add her.
[AGENT][NEUTRAL] Oh, OK. You're wanting to add her to, to your insurance. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, but I, I didn't know. I, yes ma'am, I don't know if I could do it now or do I have to wait to enrollment?
[AGENT][NEUTRAL] Oh, well, let's, uh, do you, now, do you have an insurance card there with you? Um,
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Um, yes ma'am. I think I don't know if this is my dental or I can't find my other one. I think this could be my I can give you the number off of it. I have the policy number and everything.
[AGENT][POSITIVE] Oh, great. Yes. What is that, please?
[CUSTOMER][NEUTRAL] Um, policy number I have on here is uh 025375.
[CUSTOMER][NEUTRAL] 67.
[AGENT][NEUTRAL] Thank you. And if I could just verify your name, uh date of birth, and a phone number, please.
[CUSTOMER][NEUTRAL] Uh, name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And, and your phone number, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, that's great. Let's let's see what we have here.
[AGENT][NEUTRAL] So you've had a policy with us since [PII], a dental policy. Um, so what we can do at this point is, is if you wish to add your, uh, your daughter, um, you're, you're getting ready to do your enrollment, right? Is that correct?
[CUSTOMER][NEUTRAL] I, I didn't call my job here. I didn't know how they do it. I know most jobs have the open enrollment and I didn't know when they do it over here. I, I just.
[AGENT][NEUTRAL] Well, no, that's, that's fine. Um, so where we're going to start is, uh, the, um, you would start with your, um, HR department and, and just tell them that you want to, to enroll your daughter in, in your, um, dental program. And now you also have, uh, let's see, you also have medical with us as well. um and uh if you want to do that, uh, then what you would do is you're um uh benefits coordinator with your job.
[AGENT][NEUTRAL] Uh, would know, um, how to do that. And what they do is they, they then inform us. And so you would contact them first, sir, and, and, uh, let them know that you want to add your daughter, um, uh, to your policy and uh then they will tell us and then we will do it. But that, that's normally the way those things work is and uh I'm trying to see if I have a list of who, yeah, I'm not really sure who you, who your contact uh is for your um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, for your benefits, but, um, once you, uh, once you contact your HR and you let them know that you want your, your daughter on your policy, they can handle that and then they will let us know and then we can go ahead and do that. And you'll get a new card, of course, that uh that shows that the, that the um uh policy is for you and a child.
[CUSTOMER][NEUTRAL] OK, now that's one question, um.
[CUSTOMER][NEUTRAL] I thought she might get her own insurance. I don't know. I don't know what happened to her insurance. Uh, she's gonna be like [PII]. That's what I was calling about because I thought maybe she can get it. She said her job doesn't offer it.
[CUSTOMER][NEUTRAL] And I didn't know about the age, you know, about her being that age, maybe she might have to just get her own. That's why, yes, ma'am, that's why I was curious about.
[AGENT][NEUTRAL] Ah,
[AGENT][NEUTRAL] Sure. Uh, well, normally, um, dependent children age out of a program.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, at [PII]. Now, uh, if, if, um, if her, if her, uh, employer doesn't offer, um, benefits in a card, uh, like as yours does, uh, then, um, she would just have to, she just have to take whatever insurance they've got.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, because, uh, you know, we, there are only certain, yeah, but, um, if you were wanting to put her on yours, uh, just, just, you know, hypothetically, uh, she could stay on your um insurance until she turns [PII]. So that's normally when a child will age out of the program, you know, have their own, but, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII], OK, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because I think the one her mom had, I, I guess it must have been a different insurance. She said, I don't know if it was like 23, 2, I don't really know because she's her mom insurance.
[CUSTOMER][NEUTRAL] Wouldn't take her or something. I, yes, I know certain ones have, like you said, they have a certain, I don't know. That's what she told me. That's why she was asking me to try it with my job. Um, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, well, she could have, she, I mean, it, it just depends on what you want to do, but if you do decide to add her, that's, that is the, the age, um, generally, uh, is, is [PII], so, um, otherwise she would need to contact her own employer about getting, uh, about getting insurance.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Is there [PII]ng else at all I can help with, Mr. [PII]?
[CUSTOMER][POSITIVE] No ma'am, that's all. Thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting API you have a good day.