AccountId: 011433970860
ContactId: 91d0bdf8-4d51-4cba-922b-89e1a69e9a92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297570 ms
Total Talk Time (AGENT): 83131 ms
Total Talk Time (CUSTOMER): 130416 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/91d0bdf8-4d51-4cba-922b-89e1a69e9a92_20250514T15:00_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] Yeah, hi [PII]. My name is [PII] calling from the Coyle Kylie Insurance Agency, the broker's office, and I have a question regarding an employee and his family that I entered in on [PII], and he's still not showing up in the website and I of course cannot get a ID card for him either. Um, what do you need to help me out?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on just
[AGENT][NEUTRAL] Uh, I'll need his social.
[CUSTOMER][NEUTRAL] His social is [PII]. His name is [PII], and he is part of uh surplus management, and I have that group number if you need that.
[AGENT][NEUTRAL] OK. And can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah my direct line is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] My name is [PII], yes, mhm.
[AGENT][NEUTRAL] OK, alright, thank you and hold on just a moment while I pull it out.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Like it got ended for some reason. Hold on.
[AGENT][NEGATIVE] I can't get it on handed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The premiums coming up different. Let me see if it's.
[AGENT][NEUTRAL] What's going on with that?
[CUSTOMER][NEUTRAL] Well, the renewal is coming up, but it's supposed to be effective for 51 of 25 because they had the birth of a of a baby and they were coming on to the medical insurance because of the birth of the child, and he was bringing his wife and his newborn onto the coverage. So and the renewal for this group is [PII], so that's probably why things look funny, OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Let's see, newborn was added May the [PII]. Is that correct? Let's see.
[CUSTOMER][NEUTRAL] His date of the date of birth was [PII], yeah, so their effective date is [PII], mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just so you know, I do have a Social Security number for the newborn.
[AGENT][NEUTRAL] I see, hold on.
[CUSTOMER][NEUTRAL] You tell me when you're ready and yeah and I'll give it to you. OK, it's [PII] and that's I I'm assuming it's [PII] I think.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I got [PII]. What was the last 4?
[CUSTOMER][NEUTRAL] No, no, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh [PII] uh huh and the last four is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I got that.
[AGENT][NEUTRAL] OK. I, I do have that corrected for you and everything. um, it should be available online tomorrow, um, the new cards. Mhm.
[CUSTOMER][NEUTRAL] Tomorrow, OK, fine. I, what was, what was wrong? What did I do wrong? Did I do anything wrong or?
[AGENT][NEUTRAL] Uh, no, it was just that the premium was pulling in wrong in in our system and once I got that corrected, um.
[CUSTOMER][NEUTRAL] I see
[AGENT][NEUTRAL] Then it unended and processed. Mhm.
[CUSTOMER][POSITIVE] Then it flipped through. OK, fine. OK, I'll just check tomorrow then not a problem thank you so much for your help I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and all the information will be the same as what's on his card that he has now except for it will show you know employee and family.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] It'll show family sure sure OK sounds good all right thank you so much appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, thank you, [PII] for calling APL and you have a great day.
[CUSTOMER][POSITIVE] You too thanks uh huh bye.
[AGENT][NEUTRAL] Mhm. Goodbye.