AccountId: 011433970860
ContactId: 569cf458-85a3-4d4d-9177-0a4979a36c8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372329 ms
Total Talk Time (AGENT): 137198 ms
Total Talk Time (CUSTOMER): 160388 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/569cf458-85a3-4d4d-9177-0a4979a36c8b_20250219T18:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Sorry, this is [PII]. Uh, I, I would like to ask for help um to add my newborn daughter on my plan.
[AGENT][NEUTRAL] OK, I can help you um on how to add your newborn daughter. Can you please give me um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Your connection is cutting in and out. Sorry, your connection is cutting in and out. Can we check the connection, please? Oh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. Um, can you please spell your first name for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII] OK, Miss [PII], what is your um policy number, please?
[CUSTOMER][NEUTRAL] OK, my policy number is
[CUSTOMER][NEUTRAL] 02582315.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][POSITIVE] It's easier ways.
[AGENT][NEUTRAL] All right. [PII], for security reasons, can you please verify your date of birth, your address, phone number and email address for me?
[CUSTOMER][NEUTRAL] Yes. Um,
[CUSTOMER][NEUTRAL] Wait, where do I begin?
[CUSTOMER][NEUTRAL] OK. Birth date is [PII]. Address is [PII].
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, number is [PII] and email address is um [PII].
[AGENT][POSITIVE] Thank you I appreciate you.
[AGENT][POSITIVE] verifying your policy for me, Ms. [PII]. Congratulations on your new baby.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh thank you. I was just actually reading it last long. And I was like, oh, so I can add her. I didn't know. I just added her on my uh Blue Cross Blue Shield insurance. And I was reading this policy last night. And I was like, oh, I can add her on my, on my uh uh other uh insurance too.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you can, um, but the way that you need to do it is you'll need to go to the school district to Clovis Municipal schools, your employer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let them know um that you want to add your baby onto your policy and they will send us uh information so we can uh put her on the policy for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So I did that uh with my Blue Cross Blue Shield. So do I have to do that and tell them about APL?
[AGENT][NEUTRAL] Yes, with your, with your um employee.
[CUSTOMER][NEUTRAL] OK. OK. So add the baby.
[AGENT][NEUTRAL] You can just go.
[AGENT][NEUTRAL] Mm. Mhm.
[CUSTOMER][POSITIVE] Sorry, what is that? I'm sorry.
[AGENT][NEUTRAL] Yeah, through your employer usually um if you go to the human resources department at your work and let them know that you want to add your baby to the policy, they'll send us an email and let us know that we need to add the baby on.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I'll do that then. And I can, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and
[CUSTOMER][POSITIVE] It will take effectively, it, it will take effect.
[CUSTOMER][NEUTRAL] Effectively,
[AGENT][POSITIVE] Yes. Yes, they'll send us the effective date to add the newborn.
[CUSTOMER][POSITIVE] Awesome. OK. And I have one more question. So last night, I just filed for my claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I've scanned the form.
[CUSTOMER][NEGATIVE] And then scan the itemized bill and I was um uploading one more document but it won't let me.
[CUSTOMER][NEUTRAL] But it's not even 2, but, yeah, MB.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, let me look at
[CUSTOMER][NEUTRAL] Can I add
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Let me look to see if we received anything.
[AGENT][NEUTRAL] I do receive that we received um through the online service center we did receive some information.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] On [PII] yesterday.
[CUSTOMER][NEUTRAL] Yes. So I was supposed to send 3 documents.
[AGENT][NEUTRAL] That came through it.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can go ahead and submit those through service center.
[CUSTOMER][NEUTRAL] OK. OK. And how long do I usually have to wait for, like, once they start reviewing it?
[AGENT][NEUTRAL] Right, usually it takes 7 to 10 business days to receive everything for the claim.
[CUSTOMER][NEUTRAL] Oh, OK, I see. OK. Thank you, Ms. Sorry.
[CUSTOMER][NEUTRAL] I'm gonna
[AGENT][POSITIVE] You're so very welcome. I hope, I hope you have a blessed day and um congratulations and loving up on that new baby.
[CUSTOMER][POSITIVE] Yes, I will. Thank you so much. Have a great day.
[AGENT][POSITIVE] You too, thanks for calling APL Miss [PII] bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.