AccountId: 011433970860
ContactId: 9d190289-712a-4ff0-b245-2fc94bfbe310
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292100 ms
Total Talk Time (AGENT): 78306 ms
Total Talk Time (CUSTOMER): 97138 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/9d190289-712a-4ff0-b245-2fc94bfbe310_20250502T14:08_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] Hey Ms. [PII]. This is [PII] with Benefits in the car and I'm calling on behalf of a member.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need any information to to pull up their account?
[AGENT][NEUTRAL] Uh, do you know their policy number with us or their social?
[CUSTOMER][NEUTRAL] I know they're social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do know their policy number. I can give you that whenever you're ready, it's 260.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 9083.
[AGENT][POSITIVE] OK, thank you [PII] and can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, it will be [PII].
[CUSTOMER][NEUTRAL] [PII]. You can ask to speak with [PII].
[AGENT][NEUTRAL] OK, thank you [PII] and hold just a moment while I'm pulling up his policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and the name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you, [PII].
[AGENT][NEUTRAL] And how can I help you with this policy?
[CUSTOMER][NEUTRAL] Alright, so we this member called last Friday on [PII] to add a dependent.
[CUSTOMER][NEGATIVE] And it's not reflecting on our side and they called today complaining because they're.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wanting to use the coverage for the extra dependent that they added last Friday?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we were wondering.
[CUSTOMER][NEUTRAL] How come it wasn't updated in the system yet?
[AGENT][NEUTRAL] OK, hold on just a moment, let me pull her up and.
[AGENT][POSITIVE] Y'all system and I can get them added.
[AGENT][NEUTRAL] Um, let's see, it's probably in line to be processed. It just hasn't gotten there yet.
[AGENT][POSITIVE] But I can, I can get that taken care of.
[CUSTOMER][POSITIVE] I appreciate that. Yeah, it was on [PII] and the call they were added at [PII] in the morning.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, here she is. It was taking a long time to pull up.
[CUSTOMER][NEUTRAL] No you're fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And that's.
[CUSTOMER][NEUTRAL] Are you able to see all the information?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Would you need anything from me?
[AGENT][NEUTRAL] Uh hold on just.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What would her affected date be?
[CUSTOMER][NEUTRAL] So it looks like the
[AGENT][NEUTRAL] [PII] or?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's when it started with the, so she called and added the dental.
[CUSTOMER][NEUTRAL] On [PII]
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] But it started the new enrollment started on [PII] with the dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But the, the dependent wasn't added until [PII].
[CUSTOMER][NEUTRAL] The 2nd dependent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] I'm not sure what's going on with my system is going very, very slow. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It's just a sinner.
[AGENT][NEUTRAL] OK. I have her added, um.
[AGENT][NEUTRAL] To the dental.
[CUSTOMER][NEUTRAL] You said you were able to update it?
[AGENT][NEUTRAL] Yes I did mhm.
[CUSTOMER][NEUTRAL] So should reflect in the system now so she'll be able to.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][POSITIVE] OK. Well, I appreciate it. That's all that we needed.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day, [PII].
[CUSTOMER][NEUTRAL] I, I hope
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][POSITIVE] Hope you have a great weekend as well. Thank you.
[AGENT][POSITIVE] Thank you. Goodbye.
[CUSTOMER][NEUTRAL] Bye.