AccountId: 011433970860
ContactId: 943141b2-4f55-4ad1-9160-dc12cad5ee63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380399 ms
Total Talk Time (AGENT): 206139 ms
Total Talk Time (CUSTOMER): 128869 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/943141b2-4f55-4ad1-9160-dc12cad5ee63_20250117T19:50_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[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 an insured on the phone that's um got some questions regarding what are um
[CUSTOMER][NEUTRAL] The coverage on her policy.
[AGENT][NEUTRAL] OK, um, what's the policy number?
[CUSTOMER][NEUTRAL] 2256.
[CUSTOMER][NEUTRAL] 0778.
[AGENT][NEUTRAL] All right, and she has questions about her coverage or like premiums and stuff?
[CUSTOMER][NEUTRAL] Yeah, no premiums, I answered that one, she's um like what, um, the plan that she signed up for.
[AGENT][NEUTRAL] OK, um, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I can tell her like what plan and stuff, but I don't know anything about the actual benefits.
[CUSTOMER][NEUTRAL] Uh, she didn't say anything about benefits.
[AGENT][NEUTRAL] OK, alrighty, um, did you get a callback number?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] It's what's on PIADR I'm assuming she was originally transferred from claims and [PII] did not, she just said she verified the information. I don't know what that means coming from claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, all right, thank you, ma'am.
[CUSTOMER][POSITIVE] You're welcome. Here she comes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi my name is [PII] in customer service how are you doing today?
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][POSITIVE] I'm good. Thank you so much for asking. Um, so you had some uh questions about your policy?
[CUSTOMER][NEGATIVE] Yes, I was looking online and it's telling me my policy information is not on there.
[CUSTOMER][NEUTRAL] That it would take up to 48 hours to
[CUSTOMER][NEUTRAL] Uh, be on my profile, um, can you email that information to me or how does that work? or do I just need to wait?
[AGENT][NEUTRAL] So are, so are you trying to look at like your policy certificate? is that what you're trying to look at?
[CUSTOMER][NEUTRAL] Yeah and to see what it covers and all that stuff.
[AGENT][NEUTRAL] OK, so, um, this plan that you're on, we are still working on getting the policy certificates for this plan because basically the whole state of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got this new plan, so we're hoping to update everybody. um, so I do apologize that uh it's taken a while, um, but they, the last I heard they were still not available yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You took
[AGENT][NEUTRAL] Hold on just a second. Let me just double check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I can email you your coverage that you had directly before this one and it will, it's the same coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, none, nothing changed as far as like what the benefits covered. The only thing that changed with this new product is that if your employer decided they no longer uh wanted a policy with APL and they canceled their coverage, then you would still be able to keep this policy, um, so under the previous guidelines, um, if you're.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if your employer that you originally signed up with decided they wanted to go to a different insurance company, um, you would lose your coverage even if you had already ported the policy.
[CUSTOMER][POSITIVE] Oh, OK, OK, perfect.
[AGENT][NEUTRAL] So, yeah, so it was just a way of us fixing that. None of your actual benefits changed though. That's the only thing that changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can you verify your email for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], I'm gonna send you a copy of your previous policy, um, that way if you do have any questions about benefits at this time, uh, you can refer to that. Like I said, none of the actual benefits changed. Um, so I will get you that over and um hopefully that'll hold you over until we get all of the new policy certificates issued.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. No, OK.
[CUSTOMER][NEUTRAL] OK, and then also I have another question. I have my daughter on there, but I have two more daughters and they're older. Can I add them on there or who can I add on there besides?
[CUSTOMER][NEUTRAL] You know, what is the age limit or how does that work?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] How old are they?
[CUSTOMER][NEUTRAL] One is [PII] and the other one is [PII].
[AGENT][NEUTRAL] Oh, yes, ma'am. The maximum age for a dependent is [PII] unless they are, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like disabled or something.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, OK, perfect, that's fine.
[CUSTOMER][NEUTRAL] I think that's all
[AGENT][NEUTRAL] All right, Ms. [PII]. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] Now, I have another question for you, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I wanna, there's no way to add my parents on my policy right? or any of that or it's just dependent or.
[AGENT][NEUTRAL] Uh, yeah, it's just dependents or disabled dependents. Yes, ma'am.
[CUSTOMER][NEUTRAL] How does that
[CUSTOMER][POSITIVE] OK, OK, alrighty.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I think that's it. So if you could go ahead and email me that information, I really appreciate it.
[AGENT][POSITIVE] Yes ma'am, I'm getting that downloaded now so that I can attach it to the email so you should be getting it within just a few minutes, OK?
[CUSTOMER][POSITIVE] Alrighty perfect thank you ma'am.
[AGENT][POSITIVE] No problem, Ms. [PII]. Thank you so much for choosing APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye. Uh.