AccountId: 011433970860
ContactId: 7716ba2e-5dbe-49a4-93c5-650638fbfd31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584789 ms
Total Talk Time (AGENT): 160058 ms
Total Talk Time (CUSTOMER): 122143 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/7716ba2e-5dbe-49a4-93c5-650638fbfd31_20250306T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Senior and Child in um in [PII].
[CUSTOMER][NEUTRAL] Um, I, I need to make a change on, um.
[CUSTOMER][NEUTRAL] Myself on the uh policy and I happen to be the administrator but it is about me this time.
[AGENT][NEUTRAL] OK, so it's about your personal policy, correct?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's, uh, it's, well, it's my, it's the group, it's to the group.
[CUSTOMER][NEUTRAL] For the group policy, um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's take a look at the group. Do you have the group number, [PII]?
[CUSTOMER][NEUTRAL] Yeah it's 961-34.
[AGENT][NEUTRAL] 134.
[AGENT][NEUTRAL] OK. Give me just a second here. Let me pull this up.
[AGENT][POSITIVE] All right, [PII], so I got that pulled up here. How can I help?
[CUSTOMER][NEUTRAL] OK, so I have my, my um policy includes me and my husband.
[CUSTOMER][NEUTRAL] Now I want I need to take I'm I started Medicare on [PII] and my husband didn't yet so I wanna take remove myself but he's also an employee of the company so I wanna add him.
[CUSTOMER][NEUTRAL] So so that he gets covered.
[AGENT][NEUTRAL] All right, so remove yourself and add him.
[CUSTOMER][NEUTRAL] I thought I tried to do it online. I don't know if I did it though.
[AGENT][NEUTRAL] OK, let me take a look here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] Do do do.
[AGENT][NEUTRAL] All right, so I see [PII] is on here.
[CUSTOMER][NEUTRAL] Right, but he's on as my spo covered under my spouse, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You just copy this number down and give me just one second let me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it doesn't look like it took you off. Let me see what I can find as far as.
[AGENT][NEGATIVE] What we need to do to get this taken care of, cause it doesn't look like, yeah.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Alright, I'm gonna double check [PII]. I think you just need to send an email to our care team to have um the changes done but I wanna make sure so I'm gonna reach out to customer service really quick. Do you mind holding for a moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, yeah, it's OK. You are on hold.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for your patience on that, [PII]. So I did confirm it looks like you just sent an email to the care team at [PII] uh with the information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Care
[CUSTOMER][NEUTRAL] Care team
[AGENT][NEUTRAL] Mhm. It's
[CUSTOMER][NEUTRAL] Like what's the email address?
[AGENT][NEUTRAL] Care team, just like it sounds altogether.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just to include the information as far as you know uh removing yourself and having just him and the dates and all that and they should communicate back with you um you can of course add a phone number if you want to if they need to call you and all that so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mhm, OK, so no problem I'll do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, can I, by any chance, can I make a payment with you also for the for a bill that I from last month, or yeah, OK.
[AGENT][NEUTRAL] Yeah, for the group, yeah, let's take a look. I'll have to transfer you to billing, but yeah, we can take a we can take a payment absolutely. Let me just pull up uh.
[CUSTOMER][NEUTRAL] OK mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Invoices here one second.
[AGENT][NEUTRAL] Do we have the invoice number and the amount?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, invoice 6381247.
[AGENT][NEUTRAL] OK, and what's the amount on there?
[CUSTOMER][NEUTRAL] Oh, it's uh 56589 56519.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] All right, uh, one moment, [PII], I'm gonna get somebody on billing on the line and then transfer you. They'll take the payment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, thanks for your help.
[AGENT][NEUTRAL] You
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in customer care. Um, I have a group admin on the line who just needs to make a payment.
[CUSTOMER][POSITIVE] That's a great number.
[AGENT][NEUTRAL] 96134 for senior and child management services.
[CUSTOMER][NEGATIVE] Stop going.
[CUSTOMER][NEUTRAL] Get out, get out, uh.
[CUSTOMER][NEUTRAL] There we go. OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, do you have the invoice number?
[AGENT][NEUTRAL] Yes ma'am, invoice she gave me was 6381247.
[AGENT][NEUTRAL] And the amount of $565.19 and we are speaking with [PII].
[CUSTOMER][NEUTRAL] Alright, send them to me.
[AGENT][POSITIVE] Alright, here she comes. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?