AccountId: 011433970860
ContactId: 5390916a-54fd-4bc1-8767-0b92789ed1ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507679 ms
Total Talk Time (AGENT): 193615 ms
Total Talk Time (CUSTOMER): 192548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/5390916a-54fd-4bc1-8767-0b92789ed1ea_20250224T19:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII].
[AGENT][NEUTRAL] And how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, I, uh, I guess your company, my, the company that I work for has recently acquired your insurance company and I've recently received my cards, but I don't see my daughter's name on here.
[CUSTOMER][NEUTRAL] And she is, you know, the other, uh, beneficiary, if you, if you will, the other uh user.
[AGENT][NEUTRAL] OK, um, all right, what is the policy number? Let me look at that card.
[CUSTOMER][NEUTRAL] In short,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the group number?
[AGENT][NEUTRAL] No, it's gonna be the policy certificate number.
[CUSTOMER][NEUTRAL] Um, I don't see the.
[AGENT][NEUTRAL] It's gonna say policy certificate, it's gonna start with 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] Oh, OK, yes, yes, I do see it. I'm sorry. 0259.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 7129
[AGENT][NEUTRAL] OK. And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Because you need my mailing address? It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here. Mhm, go ahead.
[CUSTOMER][NEUTRAL] Oh yeah, my, my mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] An email address?
[CUSTOMER][NEUTRAL] That would be, um.
[CUSTOMER][NEUTRAL] [PII], excuse me, [PII].
[CUSTOMER][NEUTRAL] [PII], excuse me, I had to think.
[AGENT][NEUTRAL] It's OK. Thank you. All right, Mr. [PII], and you said that this is supposed to be um a single parent policy?
[CUSTOMER][NEUTRAL] Well, I'm on there because I'm the insured and I had my daughter covered also, but in previous cards, you know, I was able to give her her own card because also with, of course, the, the one that they issued for me, they issued one for her and I have two cards and they both say.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Medin group, Med support, but they're both just insured for me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't see anything that says her name.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Usually we do not make individual card. It's gonna say your name and it's gonna say uh either a single parent or family. Um, it's just gonna have a detail that is gonna indicate there's somebody else listed, um, but we do not issue like individual per person ID cards. Um, now, in your case, Ms. [PII], um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't see her listed. Is she supposed to be listed?
[CUSTOMER][NEUTRAL] Yeah, she's supposed to be listed. She was supposed to been on there when we set this up.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me um check with customer service and see if um.
[AGENT][NEUTRAL] If we're missing anything or if we just didn't receive the correct information. Um, do you mind holding for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, not at all.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I have a member on the line, um, he's calling because he said that his his policy is supposed to be single parent, um, but it is showing individual. I just want to make sure that it was not like maybe an error we did in our end before I send him to his employer. Um, so let me give you the policy number and see if you can find anything indicating that it's supposed to be single parent. Um, the policy number is 259-7129.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, he's supposed to be a single parent and he's showing up as an individual.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Alright, let me look at it here.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] And group number big contractors.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, I believe that the enrollment was processed by the group. So yeah, I don't, let me just look at it really quick.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, before sending him.
[AGENT][NEUTRAL] Mhm. Yeah. I, I just wanna make sure that, you know, it was not something on our end that we need to fix it.
[CUSTOMER][NEUTRAL] But I don't see any
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, if I don't see any um
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Application here then it was processed by the group and the group should um be the one to let us know to send the um dependent information.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me look at it here on base.
[CUSTOMER][NEUTRAL] That night.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm, OK, no, we don't have any application.
[AGENT][NEUTRAL] OK, so just have him to call his employer. OK. I'll go ahead and do that then. Thank you. Have a good day. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I checked with customer service and they say that this information uh is what we have that is, it's an individual policy so you probably need to get in contact with the HR department of your employer and see if they need to send something different because right now it's showing individual.
[CUSTOMER][NEUTRAL] OK, so it's not for my daughter or anything mental or anything?
[AGENT][NEUTRAL] No, it's just showing as individuals, so it's, it's a policy, it's a secondary policy for yourself.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEGATIVE] No, no, I just have to give him my HR because when these guys came in and set this up, I sat down with a guy individually and he supposedly put everything in his computer to I guess send over or whatever. So I'll just have to get with my HR before it's too late.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, I understand. Yeah, as soon as they send in uh the information, we'll go ahead and send a card. Again, um, you're not gonna see your daughter's name, but it is gonna say single parent, so we know that there's somebody else into the, in the policy, OK?
[CUSTOMER][POSITIVE] Yes, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Let me get with them.
[CUSTOMER][NEUTRAL] I knew something was wrong.