AccountId: 011433970860
ContactId: 6ee01dbc-73f5-4971-87ec-3df702dc66d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 588250 ms
Total Talk Time (AGENT): 344952 ms
Total Talk Time (CUSTOMER): 144878 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/6ee01dbc-73f5-4971-87ec-3df702dc66d4_20250620T19:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I have a per, well, someone from big on the other line. There's a policy, um, the dependents are not showing and they're trying to get them added.
[AGENT][NEUTRAL] OK, one second please, let me get the big website pulled up. I, I had just closed it not long ago. Hold on one second please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Uh, and, and it better work today cause sometimes it don't work for me.
[AGENT][NEGATIVE] Makes me so mad.
[CUSTOMER][NEUTRAL] Well I hope it works.
[AGENT][NEUTRAL] Me too, girl. Hold on, I might have to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Get [PII] to get in there cause she always can.
[AGENT][NEUTRAL] Um, hold on.
[AGENT][NEUTRAL] Let me get we have to look at the big website by the way that's why.
[AGENT][NEUTRAL] Um, I'm saying that, hold on please.
[CUSTOMER][POSITIVE] Oh, it's no problem. I tried to send a hug, but she asked to speak to somebody, so I was like, OK.
[AGENT][NEUTRAL] B, OK. OK.
[AGENT][NEUTRAL] OK, hold on, let me get it open so I won't.
[AGENT][NEGATIVE] Be a fool here.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Please log in, please log in.
[AGENT][NEUTRAL] It's thinking? All right. OK, what's the policy number? Mhm.
[CUSTOMER][POSITIVE] You got it. OK, good.
[CUSTOMER][NEUTRAL] Um, so it's 262-277-5. They have three policies.
[CUSTOMER][NEUTRAL] Or he has 3, well, it's the children too.
[AGENT][NEUTRAL] OK, so who's who's on the phone? him?
[CUSTOMER][NEUTRAL] No, um, [PII] was big.
[AGENT][NEUTRAL] Oh, [PII] is, OK.
[AGENT][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me, this is gonna be tricky because he's got two last names. OK. Oh, fast.
[AGENT][NEUTRAL] Quiz.
[AGENT][NEGATIVE] Low payers.
[AGENT][NEUTRAL] I hope it's like that in the big website. Um, OK.
[CUSTOMER][POSITIVE] I hope so too.
[AGENT][NEUTRAL] OK, hold on, I think this is gonna be it.
[AGENT][NEUTRAL] Alright, so,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, it's pulling up.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Enrollments.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Dependents.
[AGENT][NEUTRAL] Click on that. Yes, OK, got it.
[AGENT][POSITIVE] You can transfer. Mhm. Thank you.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] Alright, hold on one second. You're welcome.
[AGENT][NEUTRAL] And it's gonna be [PII], right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Have a good weekend. Bye.
[CUSTOMER][NEUTRAL] All right, you too.
[AGENT][NEUTRAL] All right, honey. Bye-bye.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][POSITIVE] Yes hello. Hey, I have [PII] on the line and she'll be assisting you further, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you, you're welcome.
[AGENT][POSITIVE] Hey, [PII], it's [PII]. I hope you're doing well today.
[CUSTOMER][POSITIVE] Thank you. I am Ms [PII]. How are you today?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm great, thank you for asking. Um, I believe [PII] told me that you were trying to get some dependents added for Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am
[AGENT][NEUTRAL] OK, so the policy that I have pulled up right now is showing single parent family. Is that correct? Is that a correct statement? Is that what you're showing?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] To be quite honest, I'm not sure how to answer that because it's a court order benefit.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I'm not sure if he's the head of the family.
[AGENT][NEUTRAL] I'm, I'm sorry, I really don't understand your question. So Mr. [PII] is listed, but his dependents are not on our system yet. Uh, I am showing he is single parent family according to the benefits, so he's trying to we're needing to add [PII] and [PII] to the plan, is that what you're saying?
[CUSTOMER][NEUTRAL] So the policy when it became active, yes, can you hear me?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I can now. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, the policy.
[CUSTOMER][NEUTRAL] No, it's OK. Um, when the policy became effective, it was supposed to be the 3 of them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now, just for my understanding, when you say single parent family, does that basically just means there's only one parent on the policy instead of being a mom and a dad?
[AGENT][POSITIVE] Exactly. Yes, that's what I showed. That's exactly right. Yes, I'm sorry for the confusion. OK, so I'll go.
[CUSTOMER][POSITIVE] Oh then, yes, yes, he is sorry.
[AGENT][NEUTRAL] I'll go ahead and get um.
[AGENT][NEUTRAL] [PII] and uh so it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And her birthday is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then.
[AGENT][NEUTRAL] She's a dependent and then the other one is [PII].
[CUSTOMER][NEUTRAL] Yes, I also have their socials if you need them.
[AGENT][NEUTRAL] OK, um, he's
[AGENT][NEUTRAL] Mm, OK, hold on, yeah, it doesn't give me that information on the website um.
[AGENT][NEUTRAL] So,
[AGENT][POSITIVE] That would be wonderful if you, if you could give me the social. What's uh [PII]'s?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII]'s?
[CUSTOMER][NEUTRAL] And then [PII]'s, I have it down as [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got them added to our screen now, um, I do believe the[PII] he has other policies as well, but that was the accident policy, OK, added dependent children.
[AGENT][NEUTRAL] Per call.
[AGENT][NEUTRAL] OK, and he has another policy too. Let's look, let's check that one out.
[AGENT][NEUTRAL] The hospital indemnity.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I'll go, I'll just go in there and um.
[AGENT][NEUTRAL] Add them from what I just added just a minute ago on this one because I'm gonna just copy the information over I have to do it separate on each policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, understood.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, is there anything else that you would was needing today?
[CUSTOMER][NEUTRAL] No, ma'am, it was just getting them added to that dental hospital indemnity and group accident policy.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes ma'am, and I, I got it to the, I got it on the accident and now I'm working on the HI um and they, it should be around 3 or 4 minutes and they'll all be done.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm doing them right now.
[CUSTOMER][NEUTRAL] Understood.
[AGENT][POSITIVE] Yeah, I'm, I'm adding them.
[CUSTOMER][POSITIVE] It's OK. Take your time.
[AGENT][NEUTRAL] I'm adding them, so let's see.
[AGENT][NEUTRAL] Having to go in and copy.
[AGENT][NEUTRAL] Because I don't have to, I want you to have to repeat all the socials and stuff.
[AGENT][NEUTRAL] Just gonna copy it here.
[AGENT][NEUTRAL] You ready for the weekend?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Me too. It's about time.
[AGENT][NEUTRAL] But it got here.
[CUSTOMER][NEUTRAL] I know, and then on Fridays, oh.
[AGENT][NEUTRAL] Yeah, and they, and I'll tell you though I'm not I am kind of complaining and I guess, but um they passed that so quickly before you know it it's already Monday again you're like sitting there Sunday night going tomorrow's Monday already really where did the weekend go?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, the issue is, we be running errands on the weekends.
[AGENT][NEUTRAL] Oh yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's what makes it go in a flash.
[AGENT][POSITIVE] Yes. Exactly, cleaning.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Cleaning the house, doing laundry, you're so busy trying to get everything done until it just flies by.
[AGENT][NEUTRAL] All right. So I've got the um HR, the accident, and the, guess what, the dental had already been added, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Their names are there already, so that's it.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] They're there.
[CUSTOMER][POSITIVE] All right, I'll go ahead and let him know. Thank you so much, [PII].
[AGENT][POSITIVE] OK, you're welcome. I hope you have a wonderful weekend, [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you too have a good one.
[AGENT][NEUTRAL] You too, bye-bye.