AccountId: 011433970860
ContactId: 82dc958f-35f8-4d26-93b3-617c81100a6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86199 ms
Total Talk Time (AGENT): 30627 ms
Total Talk Time (CUSTOMER): 54019 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/82dc958f-35f8-4d26-93b3-617c81100a6f_20250527T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Doing alright, thank you. So I've actually got a uh rep from uh Bic on the line calling regarding a member of ours um I guess he was supposed to have had family coverage. Uh, however, it's only showing him and his spouse, uh, no dependents. Uh, she said that that's what it shows in their system as well, um, and I believe I'm looking at this correctly, but I do wanna verify that this is family coverage, not just for him and his spouse. Can you help confirm that for me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure. Mhm. Sure, I can. What is the policy number?
[CUSTOMER][NEUTRAL] That's 262-315-3.
[CUSTOMER][NEUTRAL] I'm assuming that coverage type S, that's family, right? That should include dependents if it were just the spouse and him it would be C, right?
[AGENT][NEUTRAL] Mhm. Yes, that is correct. Um, his family is covered. What must have um happened is the big information didn't transfer completely to us, so that's why it's not showing up into our system. But um I will go ahead and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they just need to resubmit that to us.
[AGENT][POSITIVE] Mhm, yes, that is correct.
[CUSTOMER][POSITIVE] OK, sure, I can let her know that. All right, I appreciate your help thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm, thank you. You have a good one.
[CUSTOMER][POSITIVE] All right thanks you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.