AccountId: 011433970860
ContactId: 52bd8ef1-7990-4dd9-a088-e270309a5a74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502440 ms
Total Talk Time (AGENT): 234123 ms
Total Talk Time (CUSTOMER): 102046 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/52bd8ef1-7990-4dd9-a088-e270309a5a74_20250501T19:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, um, excuse me, [PII], this is [PII] and Claims. I have an insured on the line with policy number 256-454-1.
[CUSTOMER][NEUTRAL] I have the policy holder on line, Mr. [PII].
[CUSTOMER][NEUTRAL] He is calling in regards to his dependent [PII].
[CUSTOMER][NEUTRAL] Being lapsed on the policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, this is a
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, let me provide you with this callback number as well. I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII] just sent out an email about.
[AGENT][NEUTRAL] Hold on just a second, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, overage dependent. OK, please note the system automatically removes overage dependent based on system checks in place and is first of the month following age [PII] for all states except [PII]. [PII] is year [PII] following age [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] So if you see an over age dependent that turned [PII].
[AGENT][NEUTRAL] And you are updating the policy, please do not go ahead and remove the dependent. Doing so, we'll interrupt the system settings to remove the dependent and send the automated overreach letters out.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] Yeah, sorry, I was trying to remember what she had said about so [PII] used to be [PII] for dependents, but they changed it to [PII], but [PII] still has an exception that they're not dropped on the first of the month following them turning [PII] like every other state.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Um, they have until the end of the year after turning [PII], but this dependent is [PII], so.
[AGENT][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] You ready to explain it to him?
[AGENT][NEUTRAL] Yes, I can explain it and make sure that they, that he got a, a letter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, one moment please. OK, one moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] Hi, my name is [PII] in customer service. I'm doing well. How are you?
[CUSTOMER][POSITIVE] Good, thank you.
[AGENT][NEUTRAL] Good. So [PII] was telling me that you were calling um regarding a dependent on your policy.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And that is for [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Can you verify his date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You yes. It's [PII]. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me see, he is [PII].
[AGENT][NEUTRAL] Um, at the beginning, yes, at the beginning of this year, um, the dependent age.
[CUSTOMER][NEUTRAL] He just turned [PII]. Correct.
[AGENT][NEUTRAL] Um, changed to [PII].
[AGENT][NEUTRAL] And he um.
[AGENT][NEGATIVE] So he's over that age. You should have gotten a letter telling you that he has aged out. Did you not receive one?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, and I'm the CEO of the company and I don't know that our company's been informed about of that change.
[AGENT][NEUTRAL] OK, hold on just a second. Let me just.
[CUSTOMER][NEUTRAL] I can I contact with our bro I contact with our broker to hire you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm the first person I'm hearing this.
[AGENT][NEUTRAL] All right, Mr. [PII], let me take a look. Let's see.
[CUSTOMER][NEUTRAL] like, I know, but that's my place, you know, that's my place.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do not see the um age out letter that should have been sent out. I do apologize about that. um.
[AGENT][NEUTRAL] I can get that issued to you.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] [PII] didn't tell you anything, maybe they informed him.
[AGENT][NEUTRAL] Are you still at [PII]?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII], I have ordered that, um.
[AGENT][NEUTRAL] Letter to be sent out to you.
[AGENT][NEUTRAL] Um, let me see, can I check into this a little bit and give you a call back?
[CUSTOMER][NEGATIVE] Sure, and I'm equally as concerned about my company.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause I don't know that any of our employees have been notified about this change.
[AGENT][NEUTRAL] OK, I'm I'm gonna double check on that. I'm gonna get with the supervisor and just double check on that and um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give you a call back um.
[CUSTOMER][NEUTRAL] OK, well you have my you have my email on my cell.
[AGENT][NEUTRAL] The best number to reach you is OK, so your cell is the number ending in [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright Mr. [PII], I'm gonna, like I said, I'm gonna shoot a message out to a supervisor and as soon as I can get somebody available I think they're in meetings right now, so as soon as I can get someone available and go over this, uh, I'll give you a call back, OK?
[CUSTOMER][POSITIVE] Thanks, [PII]. Bye-bye.
[AGENT][POSITIVE] No problem. Was there anything else?
[CUSTOMER][POSITIVE] No, it was just, it's just that. Thank you.
[AGENT][POSITIVE] Alright Mr. [PII], have a wonderful day and thank you so much for calling [PII].