AccountId: 011433970860
ContactId: 6893167c-6c52-44a4-ae73-e6e4a9aed666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281100 ms
Total Talk Time (AGENT): 108586 ms
Total Talk Time (CUSTOMER): 80874 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/6893167c-6c52-44a4-ae73-e6e4a9aed666_20250430T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Hi, this is [PII] in the claims department. I have an insured on the line, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He does not have a policy number, but he's with Wagner County. He stated that his policy should have been active as of [PII].
[CUSTOMER][NEUTRAL] Um, and I did not show him in our system.
[AGENT][NEUTRAL] Um, and he is with the group.
[CUSTOMER][NEUTRAL] Yes, group number is 24542.
[AGENT][NEUTRAL] 24542.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if his policy should have been active on a different date, um, he will have to refer to the, um, HR department so we can have it changed if we're not showing his policy.
[AGENT][NEUTRAL] What was his name?
[CUSTOMER][NEUTRAL] OK, so he needs to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] Mm, no, I don't see anything for him. Um, you can go ahead and send him over.
[CUSTOMER][NEUTRAL] OK, his callback number is [PII]. Thank you. One moment, [PII].
[AGENT][NEUTRAL] Hello, good morning, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello, this is [PII] customer service. I was just advised that we are having um a um error within your effective date with your policy. Is that correct?
[CUSTOMER][NEUTRAL] [PII] should have been my effective date or [PII] actually.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you hold just a second? Let me get this other call. I'll be right back.
[AGENT][NEUTRAL] Uh sure. Go ahead.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK, I'm back sorry about that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so what do you need to know?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, well, um, I was just um requesting information because um it is we are the third party administrator, so if this policy is issued under the employer, um, it has to be it the employer will have to notify us, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What that change should be moved to because currently I'm not showing the policy, um, so it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I, I really don't, uh, I have not been able to find it. Mhm.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] So, um, April.
[CUSTOMER][NEUTRAL] So it may.
[CUSTOMER][NEUTRAL] If it's April, it might go into effect tomorrow maybe.
[CUSTOMER][NEUTRAL] Is that, is that true?
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] So basically I need to get with Blue Cross and Blue Shield too to make sure they show me also.
[AGENT][NEUTRAL] Um, yes, um, APO will go by whatever the major medical, um, start date is. So if they received, mhm, yes, if they received the information incorrectly, um, as well, it has to be notified to the HR department since they are, they are the ones who, um, send that information from um the employee out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, so you need to get, I need to go to HR. OK, all right, that's what I need to know. I appreciate it. Thank you.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Bye-bye