AccountId: 011433970860
ContactId: b6fc2774-6384-42d8-b3fd-61778bfdca94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470420 ms
Total Talk Time (AGENT): 164183 ms
Total Talk Time (CUSTOMER): 103848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b6fc2774-6384-42d8-b3fd-61778bfdca94_20250609T18:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, that's a [PII] and uh I need a
[CUSTOMER][NEGATIVE] Take somebody off my insurance.
[AGENT][POSITIVE] OK, well I can help you um.
[AGENT][NEUTRAL] Take off a member of your policy, and Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] It's 02297257.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And I have it here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And um would you like to remove is [PII] who you would like to remove?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me see.
[AGENT][NEUTRAL] In order for us to make any changes, we will have to receive it in writing because all of the um
[AGENT][NEUTRAL] All of the policies come from the employer, so we can't make any changes unless the employer notifies us. So I can give you the number 2 benefits in a card. I can transfer you over if you'd like as well. Um, and you just let them know, I can let them know that you're just wanting to remove the dependent on your policy, and they'll send it to us over in writing, and we can go ahead and change it for you.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So y'all can do that or I, do I got to do it?
[AGENT][NEUTRAL] Um, I can
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I can transfer you over if you'd like um to a representative so they can go ahead and help you or if you want to call back later.
[AGENT][NEUTRAL] Whatever you prefer.
[CUSTOMER][NEUTRAL] Oh well, I can.
[CUSTOMER][NEUTRAL] Is it gonna be long?
[AGENT][NEUTRAL] Oh, no, ma'am. I'm just gonna click over on the other line, call um benefits in a car, get a representative and then connect you two together, so you'll have a person there.
[CUSTOMER][POSITIVE] OK. Yeah, you can do that.
[AGENT][NEUTRAL] You want me to do that?
[AGENT][NEUTRAL] OK. Well, before I um give them a call, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, uh, do I got a call like the vision card too, the same way or y'all do it all together?
[AGENT][NEUTRAL] Um, so the benefits in a car will know who your vision insurance is through. Um, the only ones that you have APL is the short-term disability, the life and dental.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I can let them know that you you want.
[CUSTOMER][NEUTRAL] So I had to go to.
[CUSTOMER][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] Oh, go ahead, I'm sorry. Um, I can let them know that you're wanting to um remove your dependent from your vision as well.
[CUSTOMER][NEUTRAL] Yeah, it's, yeah, just.
[CUSTOMER][NEUTRAL] Take him off of everything.
[AGENT][NEUTRAL] OK. Well, I can um I can just let them know and they'll go ahead and handle it for you. So I'll go ahead and transfer you over now, but I'm going to get a person first and then introduce you to you, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APO Ms. [PII]. I hope you have a great week.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Mm. You too.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on, man.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, wait a minute, that's not what I wanted to do. I mean, that's the card.
[AGENT][NEUTRAL] That's why cause they keep changing stuff. Oh, I forgot I was on the call.
[AGENT][NEUTRAL] OK, let me, yeah, exactly why.
[AGENT][NEGATIVE] If it ain't broke, don't fix it.
[AGENT][NEGATIVE] Whatever, let me get this let me get her her help because that's annoying.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Hold up. Thank you for calling Benefits in a card. My name is [PII]. How can I assist you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with APL. How are you?
[CUSTOMER][POSITIVE] Good, how about you?
[AGENT][POSITIVE] I'm doing well. I have a member on the other line who would like to take their dependent off of all their policies.
[CUSTOMER][NEUTRAL] OK, yeah, that's fine um and then if you want you can just go ahead and send them over.
[AGENT][NEUTRAL] OK. Hold on one moment.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, I just need the name of your staffing agency and then the last four of your social.