AccountId: 011433970860
ContactId: 72389626-338e-4407-95d9-51b23b433d2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217399 ms
Total Talk Time (AGENT): 101103 ms
Total Talk Time (CUSTOMER): 88744 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/72389626-338e-4407-95d9-51b23b433d2a_20250108T14:55_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, good morning, um, this is [PII]. Um, I received the APL cards from my, um, my company in [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But I noticed the two cards that I received, it only has my name on it, but not my dependent.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Is that normal if a dependent on the, the name would not be on the ID card?
[AGENT][NEUTRAL] Right, the dependents and spouses are not on the ID cards, but all the benefits are the same for everyone that's on the policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, how can I tell because I I logged in, I created the the account but.
[CUSTOMER][NEUTRAL] Well, I would see the the.
[AGENT][NEUTRAL] Um, I can log in, uh, not log in, I'm sorry, I can look up your policy and let you know who you have on there, but if you're asking for like something that you can see or the provider can, it, it wouldn't be on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Play with the media. OK.
[AGENT][NEUTRAL] No, sir, but I can let you know who's on your policy though.
[CUSTOMER][NEUTRAL] Yes, if we could.
[AGENT][NEUTRAL] Sure. And Mr. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is uh 02569205.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And I have you here. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yes, date of birth [PII].
[CUSTOMER][NEUTRAL] Uh, the email address is [PII].
[CUSTOMER][NEUTRAL] And mailing address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing on this policy, it's an individual policy, so this is just for you. Um, were you to have dependents on your policy?
[CUSTOMER][POSITIVE] Yeah, that's what um my um my HR benefits shows it says um one plus.
[CUSTOMER][NEUTRAL] plus job.
[AGENT][NEUTRAL] OK, so the um the only thing that you can do since everything comes from the employer, your HR, um, you will have to reach out to HR and let them know that you signed up for it sounds like individual plus child or single parent um plus child and let them know that it came over as individual. They'll send us an email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Saying that you need to add a dependent, and then they'll receive a confirmation email once we get their email, and then another confirmation email letting them know the dependent has been added, but it still would not show on card or documents.
[CUSTOMER][NEUTRAL] OK, so right now the current policy only shows.
[CUSTOMER][NEUTRAL] Just me, not, not a dependent.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, alright, let me, I'll talk to my HR.
[AGENT][NEUTRAL] Alright, Mr. [PII], was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][NEUTRAL] Bye bye.