AccountId: 011433970860
ContactId: 519b0f18-19a2-4e18-9c6a-e953457d569c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405649 ms
Total Talk Time (AGENT): 240346 ms
Total Talk Time (CUSTOMER): 138172 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/519b0f18-19a2-4e18-9c6a-e953457d569c_20250219T20:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, it's [PII]. I have um a group on the phone um it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is this group number?
[CUSTOMER][NEUTRAL] 21209.
[CUSTOMER][NEUTRAL] There's only one active policy on it right now, um, [PII], and this is the contact on the phone, but also the spouse on the phone, um.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] And she is saying that [PII] was supposed to be the one that got dropped from the policy, not her.
[AGENT][NEUTRAL] OK, hang on.
[AGENT][NEUTRAL] OK, and who are you talking to? [PII]? OK, what's the callback numbers? What's on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome. Here she comes.
[AGENT][NEUTRAL] Good afternoon, this is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm fine. I'm calling about um group number 21209 Milan Group.
[AGENT][NEUTRAL] Yes, ma'am. I've got everything pulled up and the representative that transferred you stated that you were inquiring about the policy for Mr. [PII] because we removed you and you shouldn't have been removed.
[CUSTOMER][NEUTRAL] Yeah. So, um, it, it was originally a family policy, and [PII] was the um employee, um, who the policy was originally in, and [PII] and the two children were on it. Um, at open enrollment, he went to a different insurance plan, health insurance plan. And so we changed it to, uh, employee plus child. But
[CUSTOMER][NEUTRAL] It didn't get changed from [PII] to [PII]. And [PII] is an employee, but it, it just didn't, it got changed. The card says [PII], like it says employee and child, but it says [PII] instead of [PII].
[CUSTOMER][NEUTRAL] That makes sense?
[AGENT][NEUTRAL] OK. Yes, ma'am, it does. I'm trying to see when we did it. Give me just a second. I'm trying to.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] See exactly what we got.
[AGENT][NEUTRAL] Cause I don't want you to have to resend something if we don't need it.
[CUSTOMER][NEUTRAL] We usually, um, our office usually has someone who makes those open enrollment changes on the portal.
[AGENT][NEUTRAL] OK, so is Ms. [PII] on you guys's major medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. As long as she's on the major medical with you guys, she still qualifies it. And we can definitely change it to where Mr. [PII] is not on the policy anymore. Um, what we'll probably have to do is issue a new policy entirely on Ms. [PII] and give credit for the time that she had prior. But let me see.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What we've got to change everything, can we just.
[CUSTOMER][NEUTRAL] And you'd include the the children on her policy right? because she's covering the kids on under major medical.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, I think based on what you're telling me it did go through on the online service center but I guess the way it was done it didn't.
[AGENT][NEUTRAL] It didn't realize what you guys were trying to do because the way it's set up is primary is primary and if you're dropping people that's fine but if it's a case like this, we normally need something in writing from you guys to do it um manually so it it it changed in December like you said due to the online service center because I see that's when the rate changed it doesn't look like anybody in our office updated it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what I'll need from you is if you can email me basically what you're telling me and I can use that to convert everything over and get the money transferred over as well and I'm assuming this is supposed to take place let me see what you guys' open enrollment is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One, yeah, it should be [PII], uh huh.
[AGENT][NEUTRAL] OK, um, can I get you to email me, and I apologize. I just gotta have some kind of documentation as to why we are issuing coverage completely, um, new on this.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So something saying please change the primary policy holder to be [PII].
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Um, and take
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] If you can, if you can tell me basically what you told me that [PII] got his own insurance on major different major medical that [PII] is covered on your guys's major medical and would like to continue the coverage on her and the kids.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] Um, yeah, because that kind of gives the explanation on why and why we're converting it over to her and that way there's later on there won't be a discrepancy on what we did and how and then I can provide um pre-existing, I can waive all that since she's been on here since [PII], so.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][POSITIVE] Yeah, great. OK.
[AGENT][NEUTRAL] All right. Let me give you my email address.
[CUSTOMER][NEUTRAL] All right, and where should I send that to?
[AGENT][NEUTRAL] Um, and I'm gonna give it, give you my email address, but I also want you to CC our care team just in case. So my email address is gonna be [PII], which is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's gonna be [PII].
[AGENT][NEUTRAL] And my last name is [PII]. I'm gonna spell it [PII]r you. [PII], [PII] [PII], [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] again, and then [PII].
[AGENT][NEUTRAL] So that's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then our [PII] team.
[CUSTOMER][NEUTRAL] Alright, [PII]
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, ma'am, you got.
[CUSTOMER][NEUTRAL] [PII]. OK. All right.
[AGENT][NEUTRAL] And um let me give you our care team too. Our care team email is [PII] and that's gonna be [PII] as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm just gonna keep an eye on this for you and if I can get it today, I'll definitely get everything updated that way she'll have cards available on the online service center by tomorrow morning and of course they'll go out in the mail as well.
[CUSTOMER][POSITIVE] OK wonderful.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright, I'll I'll have her send that, uh huh.
[AGENT][NEUTRAL] Before you go.
[CUSTOMER][POSITIVE] Yeah, that's it. I appreciate it.
[AGENT][POSITIVE] Well thank you for calling APO and you guys have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye bye.