AccountId: 011433970860
ContactId: 4bd3fb2a-785c-4088-984c-05d42261bc4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336549 ms
Total Talk Time (AGENT): 138257 ms
Total Talk Time (CUSTOMER): 133103 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/4bd3fb2a-785c-4088-984c-05d42261bc4c_20250527T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII] at Benefits in a car. I was going to verify the information on your system for a member.
[AGENT][NEUTRAL] OK, I can verify that for you, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, it is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's going to be 262.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] 53.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, awesome, thank you for verifying that. Uh, so this policy is active, effective date was [PII].
[CUSTOMER][NEUTRAL] All right, so the reason why I'm calling is because the dependents spouse keeps saying that when they try to go to the doctor for the dependent [PII], the child, he's not reflecting on their system. So I was going to confirm that you're also reflecting it on your system.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] That is correct. I only have uh [PII] and his spouse, uh, [PII].
[AGENT][NEUTRAL] There are no dependents under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the plan
[CUSTOMER][NEUTRAL] Got you. Um, so the plan was supposed to be for employee and family. The child was supposed to also be there, which will technically be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In order to fix the issue of the child not showing up on the family policy, should I be reaching out to the contact that we have here so that they can speak with the contact that we have over there, or is that something you'll be able to help me with?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so adding a member like is not something that I am able to do typically that's where we would redirect the benefits on a card.
[CUSTOMER][NEUTRAL] All right, and then just so that I know how I'm gonna send out that ticket.
[CUSTOMER][NEUTRAL] For that VIP classic hospital indemnity, is it showing for employee and family or is it only showing for employee and spouse?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me confirm that give me just a moment if you don't mind I'm going to put you on a brief hold I'll get right back with you OK?
[CUSTOMER][POSITIVE] Of course take your time.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] Doing all right thank you. So I've actually got a uh rep from uh Bic on the line calling regarding a member of ours um I guess he was supposed to have had family coverage. Uh, however, it's only showing him and his spouse, uh, no dependents. Uh, she said that that's what it shows in their system as well, um, and I believe I'm looking at this correctly, but I do want to verify that this is family coverage, not just for him and his spouse. Can you help confirm that for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. Mhm. Sure, I can. What is the policy number?
[AGENT][NEUTRAL] That's uh 262-315-3.
[AGENT][NEUTRAL] I'm assuming that coverage type S, that's family, right? That should include dependents if it were just the spouse and him it would be C, right?
[CUSTOMER][NEUTRAL] Mhm, yes, that is correct. Um, his family is covered. What must have um happened is the big information didn't transfer completely to us, so that's why it's not showing up into our system, but um I will go ahead and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So they just need to resubmit that to us.
[CUSTOMER][POSITIVE] Mhm, yes, that is correct.
[AGENT][POSITIVE] OK, sure, I can let her know that. All right, I appreciate your help. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm. Thank you. You have a good one.
[AGENT][POSITIVE] All right thanks you too bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][POSITIVE] Alright [PII] I'm so sorry about that wait are you still with me?
[CUSTOMER][POSITIVE] Yes ma'am, that's OK.
[AGENT][NEUTRAL] Alright, I appreciate your patience. OK, so yes, I did confirm uh the coverage type that this number has is family, um, and I spoke with one of our customer service reps uh she believes what happened is that we simply just did not receive the information for the dependent from y'all so if you just resubmit that information to us, we'll get them added.
[CUSTOMER][NEUTRAL] Alright, so just request from my department for them to resubmit the dependent information to you guys.
[AGENT][NEUTRAL] Yes, that's what they stated we just needed that information sent to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Understood. Alright, thank you so much for your assistance, [PII]. I'll make sure to ask the front office to go ahead and reach you guys through the back channels to get this resolved.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Sounds good. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] That'll be all. You have been great. I hope you enjoy the rest of your shift today.
[AGENT][POSITIVE] Alright, thank you, [PII] you too bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you.