AccountId: 011433970860
ContactId: 5596cf2c-0555-41a6-b3a1-267ca60244e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153919 ms
Total Talk Time (AGENT): 59247 ms
Total Talk Time (CUSTOMER): 56642 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/5596cf2c-0555-41a6-b3a1-267ca60244e0_20250403T19:24_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] Hi [PII], this is [PII] in Broker Resources. I have a broker on my other line. Can I give you a policy number, um, and you look at this with me?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it is 1817289.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's calling about the dependent [PII] stating that they received a letter that that she she's not covered, which I do see that she's been dropped and I'm just trying to figure out.
[CUSTOMER][NEUTRAL] I guess he's wanting to know why she's dropped or not covered under the policy because they were under the pressure that she was covered.
[AGENT][POSITIVE] Well, that's a good question. I know.
[CUSTOMER][NEUTRAL] And I didn't see any notes so I'm not sure.
[AGENT][NEUTRAL] Somebody did something because of an.
[AGENT][NEUTRAL] Um, group enrollment file.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh, for file feed, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And I wish it would be more detailed.
[AGENT][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] Yeah, that's the case, I can go with, yeah, I can go with the enrollment team if I need to. Sorry, I didn't need first to check to see if it was a uh.
[AGENT][NEUTRAL] No, well,
[AGENT][NEUTRAL] It was customer service that did it.
[AGENT][NEUTRAL] Let me see what
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] What's the date?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] That was [PII].
[AGENT][NEGATIVE] I guess somebody freaking changed and didn't put no notes.
[AGENT][NEUTRAL] I don't know why it got changed. You might can put a hub ticket to customer service and somebody's gonna have to research it because somebody did something on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII] or
[CUSTOMER][NEUTRAL] OK, I just didn't know it, OK.
[AGENT][NEUTRAL] Yeah, they just didn't know [PII] and I don't wanna say where it came from. It could have very well been an OE file, but we need to make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well, OK.
[CUSTOMER][POSITIVE] OK, I'll send a request over to research it and we'll get back with you so I appreciate you looking at it. Thank you so much.
[AGENT][POSITIVE] No problem. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.