AccountId: 011433970860
ContactId: 95140856-2ad6-47a9-bdf5-822f41b5bfa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281820 ms
Total Talk Time (AGENT): 177502 ms
Total Talk Time (CUSTOMER): 78887 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/95140856-2ad6-47a9-bdf5-822f41b5bfa1_20250225T18:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] Doing alright, thank you. I've got a member on the line who's needing to add a dependent to a policy.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It is 632-023.
[AGENT][NEUTRAL] Oh biscuits. Hang on, girl, my finger is not working right with me. OK, what's the number again? 6?
[CUSTOMER][NEUTRAL] 632-023
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. I've got them. Thank you.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Good afternoon Mr. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing well, thanks for asking. The representative that transferred you stated you were calling today about wanting to add an additional dependent to your policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, Mr. [PII]. So, is this a newborn child or?
[CUSTOMER][NEUTRAL] Uh, no, she's actually [PII]. We just haven't ever added her to the.
[AGENT][NEUTRAL] Adoption.
[CUSTOMER][NEUTRAL] I guess we just assumed she was added. The lady that did this policy to begin with was a relative and she passed away, so I guess it just kind of fell through the cracks.
[AGENT][NEUTRAL] Right, I understand. OK, what we'll have to do is send an application to have her added, um, since it's not a qualifying event.
[AGENT][NEUTRAL] I don't think she can be added until November, but since you guys are already paying family, I'm gonna check on that and make sure. Um, but again, we do have to have an application filled out because it does have questions on there regarding a cancer history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Can you verify your mailing address? I'm sure you've already verified it, but I just wanna make sure that we're gonna have to send you something.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, it's [PII].
[AGENT][NEUTRAL] Thank you for that. Now, what I can do is check on whether or not the the effective date is gonna be a current one and if it is gonna be current since we're already through the month of February, it would be March as long as we get the application back before [PII]. um, if not, then we'll have to wait to add her until [PII], which is the anniversary date of the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. And I can call you back, Mr. [PII], if that's OK with you. Can you verify your phone number? She gave me a [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] Alright, I'll call you back and let you know specifically when that effective date will be, but we will work on getting that information to you guys, so you guys should get a mail within 5 to 7 business days. Is there anything else I can help you with before you go, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, once we get this application, will it be something I can email back to you, or do I have to mail it?
[AGENT][NEUTRAL] I believe you can email it back. um, do you, do you wanna go ahead and just take down our email address for that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, I can.
[CUSTOMER][NEUTRAL] Yes ma'am, go ahead.
[AGENT][NEUTRAL] Alright, so you'll email it back to the care team and that's CARE.
[AGENT][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] [PII] and just make sure that you um when you email it back, you include your policy number that you're attaching documents to add a dependent.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, that'll work.
[AGENT][NEUTRAL] All right, Mr. [PII], is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] That's all. And as long as if we have it to you back by [PII], you think that she would be covered at that point.
[AGENT][NEUTRAL] Yes, sir. Well, [PII], we definitely would need it back by then because that's the next time you draft.
[CUSTOMER][NEUTRAL] Yeah, well
[CUSTOMER][NEUTRAL] Right, as soon as we get the uh the application in the mail, we'll get it filled out and sent back to you.
[AGENT][NEUTRAL] All right. I'm gonna be notating our conversation and uh again I'm gonna call you back and let you know regarding the effective date. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Alright, Mr. [PII], thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome.