AccountId: 011433970860
ContactId: 8995e34b-4d72-40ee-a86b-68f42684e642
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288440 ms
Total Talk Time (AGENT): 120798 ms
Total Talk Time (CUSTOMER): 108964 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/8995e34b-4d72-40ee-a86b-68f42684e642_20250129T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. um, I'm a new customer through my, my, uh, workplace, um, and, and what I, so I don't know if you'd need my, my policy number, group number, but, but I'm, I'm, I'm checking because the way I understand it, my, my, my spouse, my wife, um, checked was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I don't know if she was at a doctor's appointment or or tried to tried to apply the card we're new we're new to the to having coverage with you guys and uh and she said that she wasn't included and I that didn't make sense because when I, when, when, when I enroll for our benefits every year of course if we've she's included in everything so I just wanted to try to clear that up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's take a look. What's the policy number that you have?
[CUSTOMER][NEUTRAL] Policy is 02.
[CUSTOMER][NEUTRAL] 581601
[AGENT][NEUTRAL] OK, let me pull this up here. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then if I could verify your name, date of birth, and then address, please.
[CUSTOMER][NEUTRAL] Sure. Uh, name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And address address is [PII].
[CUSTOMER][NEUTRAL] Marlborough Street.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] OK, so it does look like it is just for you. It doesn't have anybody else listed on there, but let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What we need to do to remedy that. Give me just a second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright [PII] so I need to get somebody on the line over in customer service that can help you as far as getting her added on to this um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][NEUTRAL] Is this, yeah, no worries. Is this [PII] a good call back if something happens on the transfer?
[CUSTOMER][POSITIVE] It is yep that's my work phone, yep.
[AGENT][POSITIVE] OK awesome. OK, let me get somebody on the line over there, explain to them what's going on and um be right back with you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh shoot, I gotta go through their group.
[AGENT][NEUTRAL] All right, [PII], uh thanks for waiting on that. I apologize. So in reading in this further, it does look like um you have to go through Celsius Inc your employer themselves to get them added because of the group. We can't do it, um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So I'm guessing you should have somebody like an HR person or somebody that you can contact and yeah just let them know that it's just single coverage for yourself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I wonder how that happened. OK, I wondered about that. Um, thank you very much. That's what I'll do. Can I ask you this? So the, the, the, because I, I think I know what what you guys do, but are you, are you, is, is your service or your coverage, uh, kind of closing the gap between what my our, our principal medical coverage plan covers and what the actual cost is? Is that what is that what you do?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, exactly. So this plan is um meant to cover any deductible, co-pay, or like co-insurance that your primary does not, so exactly as you said, bridge that gap. So hopefully, um, any medical concerns that you have, you don't have as large of an out out of pocket cost.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, awesome. OK, that's what I thought. I just wanted to make sure. OK, I'll uh I'll get in touch with our people and uh see if we can get it fixed.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sounds good. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you you too yeah bye now.
[AGENT][NEUTRAL] Bye-bye.