AccountId: 011433970860
ContactId: b8456190-f4a4-43cd-8cbd-d023d1e112f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309059 ms
Total Talk Time (AGENT): 98330 ms
Total Talk Time (CUSTOMER): 95941 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/b8456190-f4a4-43cd-8cbd-d023d1e112f9_20250416T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from By Avive. I'm trying to change an employee's, uh, coverage from employee spouse to just employee because his wife got insurance.
[CUSTOMER][NEUTRAL] Um, so I don't see how to do that in here. Keep saying oops, there's a problem.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have the policy number?
[CUSTOMER][NEUTRAL] Sure, the group, well, the group number is, you want the group number or his policy number?
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] OK, let me go to his policy.
[CUSTOMER][NEUTRAL] Uh, that would be 259-519-3.
[AGENT][NEUTRAL] 19395193. And the name? [PII]. Can you verify the, can you verify the last four of the social?
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. Alright, let's see.
[AGENT][NEUTRAL] Alright [PII], can you verify the billing address for the group, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you. And what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. All right, so you're needing to change the coverage from couple to individual, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so Ms. [PII], what I'm gonna do is I'm gonna have to get you transferred over to customer service they'll be able to assist you as far as getting that coverage changed and um they'll be able to assist you and let you know how to do it online because uh all I know is the group billing side. I don't know as far as changing individual policies, OK?
[CUSTOMER][POSITIVE] Oh OK, perfect, thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else in group billing I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alrighty. Well, hang on one second and I'll get someone on the phone for you and you have a good afternoon and uh thank you for calling APL.
[CUSTOMER][POSITIVE] Certainly take care.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. I have uh [PII] on the phone calling from group 25292.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And um she's actually in calling in reference to policy 259-519-3.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she is trying to change the policy from couple coverage to individual on the online service center um and she just needs some assistance with that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] I don't know how to do that. It's in the God.
[CUSTOMER][NEUTRAL] It doesn't tell you how in the guide it just tells you how to add a new employee.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, [PII], uh, just go ahead and send her over. I'm probably about to get her to email the request in because it doesn't say how to.
[CUSTOMER][NEUTRAL] Do that.
[AGENT][NEUTRAL] OK, and her callback number is the same one on the EMPL.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Here she comes.