AccountId: 011433970860
ContactId: 95201cba-5f28-4e54-8309-1db5a212ad7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370859 ms
Total Talk Time (AGENT): 130645 ms
Total Talk Time (CUSTOMER): 173247 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/95201cba-5f28-4e54-8309-1db5a212ad7a_20250404T17:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, good afternoon, [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well thanks for asking and yourself?
[CUSTOMER][NEUTRAL] I'm fine, thank you, sweetheart, the reason I'm calling you, first of all, my name is [PII]. I'm calling on behalf of the agent [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], before we proceed, is it possible to get a callback number, please?
[CUSTOMER][NEUTRAL] Regarding
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And how can I help you, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, the reason I'm calling is regarding the group number 17021.
[AGENT][NEUTRAL] All right, Ms. [PII], bear with me while I pull that up. And can you verify the group's name and mailing address, please?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes, sure. [PII]'s address is, the, the, the, the office, you mean. The agent number is 59149. His group is 17021. His phone number is [PII]. And the address will be
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I apologize, Ms. [PII], I actually need the group's mailing address.
[CUSTOMER][NEUTRAL] Ah, the group mailing's address.
[AGENT][NEUTRAL] Do you have
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it is [PII]. Give me one second on. I don't have it by heart.
[AGENT][POSITIVE] OK, that's fine. Take your time. No problem.
[CUSTOMER][POSITIVE] No problem. Yes, no problem, I know.
[CUSTOMER][NEUTRAL] S M I
[CUSTOMER][NEUTRAL] A [PII] inpatient phys physician. No, when you pull up the, the thing.
[AGENT][NEUTRAL] Yes, that is [PII] inpatient physicians I have pulled up, but they require us to verify the address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because it's, so you should.
[CUSTOMER][NEGATIVE] You should have to add this money anyways. It is
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Second only I wasn't prepared to that because uh usually you have everything and that's it.
[AGENT][NEUTRAL] Right, we do have the information, but we just need to verify that we have the correct information and since we don't have you notated as a part of the agents, we need to make sure we, we have, we are knowing who we're talking to and we have the right information as well.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] You're completely right. You're completely, exactly right. One second only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that Miss [PII]. So I've got the group pulled up and how can I help you in regards to the group?
[CUSTOMER][NEUTRAL] OK, uh, we have the participant [PII].
[CUSTOMER][NEUTRAL] I'm gonna have your date of birth. It's [PII].
[AGENT][NEUTRAL] All right, bear with me while I get pulled up.
[AGENT][NEUTRAL] OK, I've got him pulled up and what do we need to do for Mr. [PII], Mr.
[CUSTOMER][NEUTRAL] OK, please, uh can you verify for me who are the dependent showing on his, uh, coverage?
[AGENT][NEUTRAL] Yes, ma'am, we're showing that he has couple coverage and that includes him and his spouse [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Only the wife. No, no child.
[AGENT][NEUTRAL] No child. No, ma'am.
[CUSTOMER][NEGATIVE] OK. Now, uh, another favor, I need to terminate [PII] from the coverage.
[AGENT][NEUTRAL] OK. We can definitely do that for you since you're inquiring about a termination though, we will have to have that information emailed to us. We need documentation. Can you email us an email stating that you would like to have her removed and I'll provide you with the policy number.
[CUSTOMER][NEUTRAL] OK. So, uh, I will send it with uh to care team.
[AGENT][NEUTRAL] Yes, the [PII]. Yes, ma'am. Would you like his policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right, Miss [PII], the policy number is 232.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 96
[AGENT][NEUTRAL] 96.
[CUSTOMER][NEUTRAL] I'll repeat, 2329696.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, so the [PII] is the only one showing. I thought that the charge because I remember that we removed the charge, but just to make sure before sending the termination. OK, ma'am, thank you so much.
[AGENT][NEUTRAL] Yes, [PII], the only one on there. It looks like we removed the child last year at the end of the year.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Yes, OK, thank you so much and you have a great weekend, Mommy. Bye bye. And your name is?
[AGENT][NEUTRAL] All right, Ms. [PII], it's
[AGENT][POSITIVE] Thank you, Miss [PII].
[AGENT][NEUTRAL] My name is [PII] and I'm in the customer service department. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, thank you for today. Thank you for today. Bye bye.
[AGENT][POSITIVE] Thank you, Miss [PII] for calling APL and you have a wonderful day.