AccountId: 011433970860
ContactId: 4ea1ffd7-ac30-436f-bfd9-de728a532097
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279179 ms
Total Talk Time (AGENT): 107040 ms
Total Talk Time (CUSTOMER): 89646 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/4ea1ffd7-ac30-436f-bfd9-de728a532097_20250312T18:51_UTC.wav
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[CUSTOMER][NEUTRAL] Eleva.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how's it going?
[CUSTOMER][NEUTRAL] Hey [PII], I'm trying to reach [PII]. Is [PII]?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] It looks like she is on a call right now. Um, do you have a contact phone number, policy number? I can give her some information?
[CUSTOMER][NEUTRAL] Well, yeah, um, the policy number is 02604706.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what's the name on the policy please?
[CUSTOMER][NEUTRAL] [PII], and that's why we're calling in. I spoke with her the day before yesterday and um the policy is under my husband's name. He was unable to speak uh uh because of uh circumstances, so she told me to get him on the phone and call back. The policy coverage was noted wrong and we had some questions. I have him on the phone now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you can speak with him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I did hear him on the line so as long as he's giving you permission to speak on his behalf, I'm we're we're OK with that. OK.
[CUSTOMER][NEUTRAL] Yes ma'am, I would, OK, I'd like to make her authorized user on the account so that way she can handle everything.
[AGENT][NEUTRAL] You wanna put her as an authorized person? OK.
[CUSTOMER][NEUTRAL] Yes ma'am, because the, the initial plan was supposed to be uh employee and spouse, but it's noted as employee and child.
[AGENT][NEUTRAL] Mm, OK. So we need to get the spouse added. Is that what we're trying to do too?
[CUSTOMER][NEUTRAL] And no, and take the child off.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The children have coverage through another policy.
[AGENT][NEUTRAL] OK, so let's see what we need to do.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, so it looks like for changes on the policy, these go through benefits in a card.
[AGENT][NEUTRAL] Do you have a phone number for them?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so based off of the employer it looks like any sort of changes to the plan, uh, to add or remove anybody would have to go through benefits in a card. I can give you their phone number and then I'm happy to transfer you also if you'd like.
[CUSTOMER][POSITIVE] But, uh, wonderful, thank you.
[AGENT][NEUTRAL] Yeah, not a problem. So their phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Now, was it notated that I'm an authorized user or do we need to explain it to them also?
[AGENT][NEUTRAL] No, you'll wanna keep him on the line until they answer, yeah, because they're a different entity so um they're they're not gonna know that when I transfer you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. Is there any extension I need to push?
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] No, no, just that phone number.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a car. For English, press one.