AccountId: 011433970860
ContactId: 5a37acc0-d062-4d9b-98f0-4dfba304f2d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230970 ms
Total Talk Time (AGENT): 128622 ms
Total Talk Time (CUSTOMER): 50611 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/5a37acc0-d062-4d9b-98f0-4dfba304f2d8_20250617T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I have a question. I, um, I'm calling from a broker's office in [PII], and we have a group and I, um, that is renewing. What is the age limit for dependents?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see. Let me pull up. Do you have the groups that you're servicing the group number?
[CUSTOMER][POSITIVE] Yeah, give me one second and I'll get it for you.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] back
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 80053
[AGENT][NEUTRAL] 80053 hang on just one second let me look.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna because I had to change, I have to change plans for 71.
[AGENT][NEUTRAL] OK, eligible dependents you're talking about dependent children?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, goodness. It says under that they're covered up until once they attained [PII], they're no longer covered, I believe unless they're going to school. So hang on, I think there is another provision to this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If the eligible dependent child is still covered I don't let see, wait, hang on, not above [PII], OK.
[AGENT][NEUTRAL] Reaching [PII], you may continue to insure the child at least till the end of the calendar year in which the child reaches the age of [PII], if the child is unmarried, does not have a dependent of her own, is a resident of the state, and has not provided, provided coverage as a named subscriber, um, and all that. So yeah, so it would go to age [PII] if they meet the other criteria.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK, now what about if they are disabled and completely dependent on the um subscriber?
[AGENT][NEUTRAL] Um, that was, yeah, OK, yeah, that, let's see, let's see.
[AGENT][NEUTRAL] OK, so, um, if the child has a mental or physical incapacity while covered under the certificate and prior to reaching the limit age of [PII], the child must be dependent on you for support and maintenance. We must receive proof of incapacity within 31 days after coverage would otherwise terminate. Coverage will then continue as long as your interest is enforced and the child remains incapacitated.
[AGENT][NEUTRAL] Additional proof may be required from time to time but not more than often than every 2 years I guess to verify that there's still um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Incapacitated. The child's coverage will not terminate at the earlier at the end of the certificate month in which the conditions cease or the dates of certificate terminates. So yeah, we would just need something um verifying them or that they're dependent on them and that they have a you know, they're incapacitated to be able to, you know, they're dependent on them and taking care of them, so we would just need that verification.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect, perfect, perfect. OK, great, I really appreciate it and um thank you.
[AGENT][POSITIVE] You're most welcome. You're most welcome. You have a great day. Thanks for calling APL. Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] OK, you too. Bye bye.