AccountId: 011433970860
ContactId: 6be4baba-8315-4a5a-bf1e-9a37dd6bc559
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446890 ms
Total Talk Time (AGENT): 136744 ms
Total Talk Time (CUSTOMER): 195456 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/6be4baba-8315-4a5a-bf1e-9a37dd6bc559_20250114T22:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I am the group benefit administrator for our plan, Nutrition Formulators Inc.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, my phone number, let me look it up. Just a moment. I.
[CUSTOMER][NEUTRAL] I think it's [PII] or something like that. Well, what it is is that I have an employee that previously on previous years, she had dependents, but those all the dependents on online look like a lapsed, you know, she doesn't have them anymore. But the ID still shows family instead of individual. The billing is correct.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] But I don't know why the ID shows.
[CUSTOMER][NEUTRAL] Family.
[AGENT][POSITIVE] A different, well, Ms. [PII], it would be a pleasure to assist you. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. Uh, I am calling from my cell phone which is [PII]. After the switchboard, uh, after [PII], the switchboard doesn't transfer any more phones, but our company phone number is [PII].
[AGENT][NEUTRAL] All right, thank you, Ms. [PII]. And do you happen to have the employee's policy certificate number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, one moment.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK. Let me see one moment. Her policy is 1677424.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's her policy number.
[AGENT][NEUTRAL] All right. And what is her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you happen to have her date of birth available?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, just a moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you, Ms. [PII].
[AGENT][NEUTRAL] Let's see now, I am checking.
[AGENT][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you mind verifying your last name again?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK. And I apologize. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, my email, they put my, my nickname on it. My email is [PII] and then from [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, they put my nickname on my and the email.
[AGENT][NEUTRAL] All right, thank you. Just needed to verify that. So, I'm checking on, um, well, [PII]'s policy.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] And I am showing that the coverage changed on [PII] to employee only. So it went from family coverage to employee only.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm. But the idea is family. Mhm. The ID reads family instead of individual cause I printed it to hand out, say, you know, to everybody, even though they're all members, because at the beginning of the year, I always do the same thing.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] And uh and it we.
[AGENT][NEUTRAL] You might have just
[AGENT][NEUTRAL] Yeah, I'm checking to see if there's an updated card. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So because there's several cards, you know, you might, it might have just pulled up an older card prior to that.
[CUSTOMER][NEUTRAL] I see. Well, what I, I, I went into, yeah, I went into her profile and I clicked on the, on the ID card and that's what I see, see, but maybe, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That effective dates [PII]. She's been a member since.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I do see, I, I see exactly what you're seeing, so.
[CUSTOMER][NEUTRAL] Mhm. Anyway, we could correct that. I don't want her to think that.
[AGENT][NEUTRAL] Her family's covered. Yeah. Hang on just.
[CUSTOMER][NEUTRAL] Yeah, or, or the accounting department to jump on something because I already checked all of that and the billing is correct, but I, I have some employees once in a while they come up and lost my card and I say go ahead and order one, go online and order one, but in the meantime I could give you a print out.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEGATIVE] And, and, yeah, and I don't want to give this printout out.
[AGENT][NEUTRAL] No, so what I'm going to do, Ms. [PII], is I am going to send a request to customer service.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To update that card to individual.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It may take a day or two.
[AGENT][NEUTRAL] But that new card should be um.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Available online, and we'll also, I'll request that they send an updated card by mail to Ms. [PII] as well. How about that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yes, [PII], yes, that's a great idea. Thank you very much.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that will be all. Thank you very much for your help. Thank you.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Ms. [PII], and if you need anything else, you don't hesitate to give us a call and I hope you have a lovely evening.
[CUSTOMER][POSITIVE] OK, you too. Thank you very much. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right.