AccountId: 011433970860
ContactId: 8831f542-3cec-4794-943a-91d6fe55a874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317920 ms
Total Talk Time (AGENT): 128677 ms
Total Talk Time (CUSTOMER): 94309 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/8831f542-3cec-4794-943a-91d6fe55a874_20250416T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I have uh [PII] on the phone calling from group 252-92.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And um she's actually in calling in reference to policy 259-519-3.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she is trying to change the policy from couple coverage to individual on online service center um and she just needs some assistance with that.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] And I don't know how to do that. It's in the God.
[AGENT][NEUTRAL] It doesn't tell you how in the guide it just tells you how to add a new employee.
[AGENT][NEUTRAL] OK, [PII], uh, just go ahead and send her over. I'm probably about to get her to email the request in because it doesn't say how to.
[AGENT][NEUTRAL] Do that.
[CUSTOMER][NEUTRAL] OK and her callback number is the same one on the EMPL.
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][POSITIVE] You're welcome. Here she comes.
[AGENT][POSITIVE] Hi, thank you for calling APL. This is [PII] and customer service. How are you doing today?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Just fine how are you today?
[AGENT][NEUTRAL] I am good. Thank you for asking. Uh, Ms. [PII] was telling me that you're calling in because you needed to change a policy, um, from couple coverage to individual.
[CUSTOMER][NEGATIVE] Yes, and every time I click on change employee it says oops, there's a problem.
[AGENT][NEUTRAL] OK. All right. Um,
[AGENT][POSITIVE] So I can get that we can get that done for you. I apologize you're having that issue, um.
[AGENT][NEUTRAL] Can you send us an email with the request of the change and we'll get it done for you today?
[AGENT][NEUTRAL] And we can send you a confirmation that it is completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, other than the group number name and his name and that we're changing it from couple to individual, what else do you need in that email?
[AGENT][NEUTRAL] Uh, the only other thing I would need is the effective date of the change.
[CUSTOMER][POSITIVE] Oh, that helps too.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK perfect yeah brain dead here.
[AGENT][NEUTRAL] Is this a qualifying event change?
[CUSTOMER][NEUTRAL] Yes, she's getting her own insurance.
[AGENT][NEUTRAL] OK perfect yeah just include that that she's uh she's obtained other coverage, um, so and uh the effective date that we need to make the change for and we can get it done for you.
[CUSTOMER][NEUTRAL] OK, and does that go to the um billing COLL at [PII]?
[AGENT][NEUTRAL] No, ma'am, uh, you'll send it to uh [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh here because on the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Website it tells you to send it to that.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] To the billing instead, so I'm like OK.
[AGENT][NEUTRAL] Hm, that's weird. Yeah, I'll have to get someone to look into that. Yeah, um, anytime you have any issues with the OSC and you need something done, uh, you can email that care team address and uh we can get it completed for you and then we'll send you a confirmation email when it's done.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect thank you so much. I'll get that off in the next couple of moments.
[AGENT][POSITIVE] Alright, no problem. Was there anything else I could do for you today?
[CUSTOMER][POSITIVE] No ma'am, that'll take care of it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL today and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.