AccountId: 011433970860
ContactId: 966a14b9-6122-426e-99b8-f5a94c7ac3a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246720 ms
Total Talk Time (AGENT): 114507 ms
Total Talk Time (CUSTOMER): 97258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/966a14b9-6122-426e-99b8-f5a94c7ac3a6_20250530T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling on behalf of Cosmo International Corp.
[AGENT][POSITIVE] Oh yes ma'am.
[CUSTOMER][NEUTRAL] Uh, I was calling because there is an employee, um, that needs, at the current moment.
[CUSTOMER][NEUTRAL] The policy has only themselves, but they added their hus their spouse.
[AGENT][NEUTRAL] OK, Ms
[CUSTOMER][NEUTRAL] And so I need to, how do we make changes like that?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with that. Um, can you please um give me your group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, it is 20 my goodness, there's that.
[CUSTOMER][NEUTRAL] I'm sorry, 25309.
[AGENT][NEUTRAL] OK, thank you I appreciate that and so you're just wanting to add um dependents to a member's policy, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. All right. And Ms. [PII], can you please verify, uh, the group's physical address for me and phone number?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] And then the phone number is [PII].
[AGENT][POSITIVE] OK, thank you very much. So what you can do is you can email um the information to us and we'll take care of it for you. The um email address, the email address is [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'll just put the
[AGENT][NEUTRAL] The members' names that needs to be added, um, their demographics, social security, date of birth, address.
[AGENT][NEUTRAL] Um, that's what we'll need to be able to add it in for you and we'll take care of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK. And do, do you need, do you require the date of birth of the spouse as well?
[AGENT][NEUTRAL] Yes, the, the information, um, that will need to be added to the policy, um, marriage license if you have that, go ahead and send that in so that they can be added. We'll also need the effective date that they need to start their benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, or the documentation needed for um.
[AGENT][NEUTRAL] What am I trying to say? If I wasn't trying to think about it I could tell you.
[CUSTOMER][POSITIVE] It's OK. Got you.
[AGENT][NEUTRAL] So when something happens, a marriage, a death or childbirth, uh, qualifying event, that's it, qualifying.
[CUSTOMER][NEUTRAL] So you need uh.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Of it
[CUSTOMER][NEUTRAL] It's OK. No worries. Um, so the, um,
[CUSTOMER][NEUTRAL] Yeah, and I think the qualifying event is marriage. Um, uh, should be.
[CUSTOMER][NEUTRAL] OK. I will send this to them and make the request and then I will send it to the email that you provided.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], uh, and if you guys need any further help, always feel free to pick up the phone, OK?
[CUSTOMER][POSITIVE] Great. What the
[CUSTOMER][POSITIVE] Thank you so much. I really do appreciate your time.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.