AccountId: 011433970860
ContactId: 3fdc3b90-b17b-4f95-891c-f3c14cdc1078
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 730400 ms
Total Talk Time (AGENT): 173347 ms
Total Talk Time (CUSTOMER): 237517 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/3fdc3b90-b17b-4f95-891c-f3c14cdc1078_20250620T19:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. This is [PII] over with Benefits in our car. I was giving you a call because a member called in stating he spoke with you guys and his dependent information is not showing in his policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the, um, policy number?
[CUSTOMER][NEGATIVE] Bear with me one moment. I've been trying to get into the, the portal, but after the it runs super slow.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] 16
[CUSTOMER][NEUTRAL] And then while it loads, does it matter if I provide the hospital indemnity or dental policy or either or will be fine?
[AGENT][NEUTRAL] Oh, either or I can get to it.
[CUSTOMER][NEUTRAL] Alright, there we go. OK, so hospitality policy is 26.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] 722.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] Oh, actually I'm not sure why I pulled him up.
[AGENT][NEUTRAL] It's the wrong person?
[CUSTOMER][NEUTRAL] Yeah, I'm not even sure why I pulled up that file because the last 4 of the social for the policy I gave you.
[CUSTOMER][NEGATIVE] Do not even match with the one that I have.
[CUSTOMER][NEUTRAL] Oh there we go that's why for some reason, the one that I gave you was on top of the actual member I'm calling for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Alright, here we go, um, so it's 26.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] 774
[CUSTOMER][NEUTRAL] And that will be Mr. [PII].
[AGENT][NEUTRAL] Hold on one moment. And the date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Let me see who's listed. Hold on one moment and it's for both, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] But he has 3 policies. Hold on one second. OK, go ahead.
[CUSTOMER][NEUTRAL] But it's supposed to be to the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no, I was gonna say it's supposed to be two dependent child, [PII] and [PII], but the funny thing is I showed them on the portal, but he says that when he spoke with you guys, you stated that the kids were not showing in the policy.
[AGENT][NEUTRAL] OK, so hold on one second.
[CUSTOMER][POSITIVE] Mhm. Take your time.
[AGENT][NEUTRAL] They're not. Um, he's the only one that's listed um in the system. Let me check the policy certificate. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the kids are supposed to be on all three policies?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just again for the call, can you give his date of birth? I'm sorry?
[CUSTOMER][NEUTRAL] Of course, it is [PII].
[AGENT][NEUTRAL] All right, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] All right. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So I just went through all three of the policies and the children aren't on any of them. So I'm gonna send this over to our customer service department um as urgent, so that they can um correct it if, if there's something missing as to why they're not on there, we need to ask for it so that we can, you know, get them on there, but the policy itself does say employee and children.
[AGENT][NEUTRAL] So they do have coverage. I just, I don't know why it's not, it wouldn't show on there and I'm not showing their names on any of them.
[CUSTOMER][NEUTRAL] OK, understood. Um, I do wanna ask our foreign office had told us that we're able to call in and provide the dependent information for them to be added. Is that not correct?
[AGENT][NEGATIVE] To be honest, this is, so customer care is not the department that edits policies, it's customer service. So that's why I was sending the message over if they reach out to y'all and ask for that information. Um, I guess that's how they handled it on that end, but I'm not really sure of their process because I don't handle that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there any direct number or any way you can transfer me to customer service to see if I can get it added with them?
[AGENT][POSITIVE] Sure, let me get a customer service rep for you. Before I do that, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, Ms. [PII], you have been wonderful.
[AGENT][NEUTRAL] Alright well thank you and thanks for calling APL. Hold on one moment OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon thank you for calling APL this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. Um, I have a
[AGENT][NEUTRAL] Per, well, someone from big on the other line. There's a policy, um, the dependents are not showing and they're trying to get them added.
[CUSTOMER][NEUTRAL] OK, one second please let me get the big website pulled up. I, I had just closed it not long ago. Hold on one second please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, and, and it better work today because sometimes it don't work for me.
[AGENT][NEUTRAL] I hope it works.
[CUSTOMER][NEGATIVE] Makes me so mad.
[CUSTOMER][NEUTRAL] Me too girl, hold on, I might have to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Get [PII] to get in there because she always can.
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] Let me get we have to look at a big website by the way that's why.
[CUSTOMER][NEUTRAL] Um, I'm saying that, hold on please.
[AGENT][POSITIVE] Oh, there's no problem. I tried to send a hug, but she asked to speak to somebody, so I was like, OK.
[CUSTOMER][NEUTRAL] B, OK. OK.
[CUSTOMER][NEUTRAL] OK, hold on though, let me get it open so I won't.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEGATIVE] Be a fool here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please log in, please log in.
[CUSTOMER][NEUTRAL] It's thinking? Alright, OK, what's the policy number? Mhm.
[AGENT][POSITIVE] You got it. OK, good.
[AGENT][NEUTRAL] Um, so it's 262-277-5. They have three policies.
[AGENT][NEUTRAL] Oh, he has 3, well, it's the children too.
[CUSTOMER][NEUTRAL] OK, so who's who's on the phone him?
[AGENT][NEUTRAL] No, um, [PII] was big.
[CUSTOMER][NEUTRAL] Oh, [PII] is OK alright um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me, this is gonna be tricky because he's got two last names. OK, oh, fast.
[CUSTOMER][NEUTRAL] Quiz.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I hope it's like that in the big website, um, OK.
[AGENT][POSITIVE] I hope so too.
[CUSTOMER][NEUTRAL] OK, hold on, I think this is gonna be it.
[CUSTOMER][NEUTRAL] All right, so,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, it's pulling up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Enrollments.
[CUSTOMER][NEUTRAL] Dependents.
[CUSTOMER][NEUTRAL] Click on that. Yes, OK, got it.
[AGENT][NEUTRAL] Got it. OK.
[CUSTOMER][POSITIVE] You can transfer mhm thank you.
[AGENT][NEUTRAL] Alright, hold on one second. You're welcome.
[CUSTOMER][NEUTRAL] And it's gonna be [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a good weekend. Bye.
[AGENT][NEUTRAL] Alright, you too.
[CUSTOMER][NEUTRAL] All right, honey bye bye.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] You fill out?
[AGENT][NEUTRAL] Hey, I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey, [PII]