AccountId: 011433970860
ContactId: 74771d21-0d8d-4d25-ac8a-fe1dda02c994
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383420 ms
Total Talk Time (AGENT): 206390 ms
Total Talk Time (CUSTOMER): 172114 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/74771d21-0d8d-4d25-ac8a-fe1dda02c994_20250529T20:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] we're agents for APR here in [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I needed, I needed some help with one of, um, I just added a dependent uh policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I'm looking on the um on the portal and I don't see the employee's name I don't know what happened.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the group number? Do you have the group number that you're trying to down? Yeah.
[CUSTOMER][NEUTRAL] What do you need?
[CUSTOMER][NEUTRAL] The yeah, 266-04.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Health Genius Corporation, Genesis Corporation.
[CUSTOMER][NEUTRAL] Oh Genesis, of Genesis, yeah.
[AGENT][NEUTRAL] Yeah, and what's the name of the employee?
[CUSTOMER][NEUTRAL] Her name is [PII]
[CUSTOMER][NEUTRAL] And her last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, I see. Yeah, she's out here in pending status. It looks like it hasn't actually processed through just yet. Is it for the Medlink policy?
[CUSTOMER][NEUTRAL] Yeah, we added the baby mhm or if that's like.
[AGENT][NEUTRAL] The gap plan, yeah. Uh-huh. Yes, she's out here. It just, it just, it just hasn't gone through yet, but it does show you added her. It just, it's in pending status, so I guess maybe it just hasn't processed or actually showing immediate just yet. What's the effective date? [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, no, the baby was born on [PII], so I, that was my email, sorry?
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I'm sorry, go ahead. I, I didn't hear what you said.
[CUSTOMER][NEUTRAL] The baby was born on [PII] of this year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um, so as a qualifying event I wanted to add her at the same time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um, the confirmation I got shows [PII] effective date and I just sent an email asking that question.
[AGENT][NEUTRAL] It will let you
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hang on, let me look at this real quick. Let's see [PII] and her last name is [PII] with a hyphenated name, but [PII] is the last name, right?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. Coverage is in pending status, start date [PII].
[CUSTOMER][POSITIVE] Exactly
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're adding her and did you say and dependent? Hang on, is that down here. Here we have [PII].
[CUSTOMER][NEUTRAL] No, I'm, no, I'm not adding. Yeah, I'm only adding the baby. The mom's been on the policy.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what's the baby's, is the is that the baby's name that you gave me?
[CUSTOMER][NEUTRAL] [PII]. No, that was her mom's name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what's the baby's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, gotcha. Yes.
[AGENT][NEUTRAL] I see here, I see her on here as well effective so show them on site coverage since [PII] and [PII] was added as of [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, she was born on [PII], so I wanted to add her [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's usually the first of the month is when it goes into effect, so I'll have to check on that. We usually don't do them like in the middle of the on uh, you know, we everything is usually on the [PII] of the month. So, um, let's see.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Even if it's a qualifying event?
[AGENT][NEUTRAL] Yeah, all, all the policy effective dates are on the first of the amount, but I'm not, we usually don't make them like on the day of that let me just make sure that this is showing the way it's supposed to because let me go pull up this policy number. Give me just a second.
[AGENT][NEUTRAL] 6.
[AGENT][NEUTRAL] That the bill there she is. So she was added. I'm showing that she's active as a dependent under the policy effective [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Can you email me a temporary ID card for the mom right now? I know that there wouldn't be one for the baby and the mom, but.
[AGENT][POSITIVE] Yeah, let me go out here real quick and make sure that they're out here should be.
[CUSTOMER][NEUTRAL] And is that why she's not showing on the on the um list of employees because she's pending the dependent added.
[AGENT][NEUTRAL] Yeah, yeah, it's just it's in processing, yeah, that's what it looks like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, I eat hard. Mhm.
[CUSTOMER][NEUTRAL] I was like, whoa, did I, I was wondering if I did something wrong.
[AGENT][NEUTRAL] No, I mean, it looks like it went through. It's just sitting out there and pending and it showed her name on there, so it should, it should go through if you check it like tomorrow and it doesn't look right because it should go through. It should be, it should show by tomorrow. Uh, give us a call back and we can look at it, but I do show that it's out there and pending. So yeah, I can send you an ID card for the mom right now and then once that goes through, um, it should update with the correct with both of them on there and you should be able to get the the the ID card.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Or even if you give me the certificate, yeah, the ID card would work. That would be better for a month for a month.
[AGENT][NEUTRAL] Mhm, mhm. Yeah.
[AGENT][NEUTRAL] Yeah, and what email address do you want me to send that to you?
[CUSTOMER][NEUTRAL] I'll say it and then I'll spell it, so it's [PII] it's long.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]. So it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's a long one in it. OK. LG, so you have [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Right, OK, OK, I will send that over to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, no, that would be it for today. Thank you.
[AGENT][POSITIVE] All right. Well, you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK. You too.
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][POSITIVE] You're welcome thank you bye bye.
[AGENT][POSITIVE] Thanks bye.