AccountId: 011433970860
ContactId: 75e1f678-f4b1-46c3-98a5-05f526f90875
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283950 ms
Total Talk Time (AGENT): 98892 ms
Total Talk Time (CUSTOMER): 77089 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/75e1f678-f4b1-46c3-98a5-05f526f90875_20250529T14:29_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII] with Benefits in a card.
[AGENT][NEUTRAL] How are you this morning?
[CUSTOMER][POSITIVE] All right, so I have a member. I'm doing good. How about you?
[AGENT][POSITIVE] I'm good, thank you.
[CUSTOMER][NEUTRAL] So I have a member that called stating that their dependents weren't showing when they're trying to use their coverage, but I've shown, I'm seeing in our system that they have, they've had coverage for 2 weeks now.
[AGENT][POSITIVE] OK, I can help you with that um.
[CUSTOMER][NEUTRAL] I mean this week.
[AGENT][NEUTRAL] Yeah. Do you have the policy number or?
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] Yes, ma'am. Whenever you're ready.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] It's 262.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 341 3.
[AGENT][NEUTRAL] OK. Let's see.
[AGENT][NEUTRAL] And can I get a good call back, [PII] in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, it'd be the [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You can just ask for [PII].
[AGENT][NEUTRAL] OK, and this is um [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up.
[CUSTOMER][NEUTRAL] I'm showing that they have, they've had active coverage since [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I'm showing it is family, but it didn't pull the.
[AGENT][NEUTRAL] Pull them in hold on.
[AGENT][NEUTRAL] Can
[CUSTOMER][NEUTRAL] Yeah, he said his wife is at the doctor right now with their daughter, and the, the, the, the doctor is saying that uh the dependent isn't covered.
[AGENT][NEUTRAL] OK, I'm getting them added as we speak.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm not sure why they didn't pull in when they, they issued the policy, but.
[AGENT][NEUTRAL] Uh, it's all done.
[AGENT][NEUTRAL] Electronically, so I'm not sure but um.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Are you able to see all their dependence information from your end?
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's one.
[AGENT][NEUTRAL] OK, I do have all of them added to the policy.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, so will it take any time for these changes to come in effect, or that would they be able to relook at the insurance and they show up now?
[AGENT][NEUTRAL] Um, well,
[AGENT][NEUTRAL] It it
[AGENT][NEGATIVE] I'm having to redo it all over again, but it should show up uh right away as soon as I get finished adding them again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Just let me know whenever you're done and then we can confirm and I'll let the member know I appreciate your help today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, we appreciate y'all's business. Let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, they have the same birthday, the, the last two.
[AGENT][NEUTRAL] But different years.
[CUSTOMER][POSITIVE] Oh wow, that's funny. I had to see that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, they're all added now.
[CUSTOMER][NEUTRAL] Right, oh, what was your name one more time? Sorry.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] [PII], I appreciate your help, Miss [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No ma'am, that'll be it. Go ahead and get on the phone with them and let them know they've been added. You have a great rest of your week.
[AGENT][NEUTRAL] All right. Well,
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Goodbye.