AccountId: 011433970860
ContactId: bb7737e4-537b-4fb5-81ed-76df14d72e3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234300 ms
Total Talk Time (AGENT): 119516 ms
Total Talk Time (CUSTOMER): 111454 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/bb7737e4-537b-4fb5-81ed-76df14d72e3c_20250227T14:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. Uh my last name is [PII] Um, I've got, uh, we recently had my wife added to our coverage.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I'm calling to to get her to find out if if my card works for her or if she needs her own individual card.
[AGENT][NEUTRAL] Well, it would be
[CUSTOMER][NEUTRAL] Um, but do you need my policy number?
[AGENT][NEUTRAL] Yes, sir, Mr. [PII], please, if you have that policy number.
[CUSTOMER][NEUTRAL] I do it's uh 0258.
[CUSTOMER][NEUTRAL] 1601.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And what is your first name, please?
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] And can you verify your date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And did you speak with your HR department regarding adding your wife?
[CUSTOMER][NEGATIVE] Yes, yes, they, they were, it was about 3 weeks ago, 3 or 4 weeks ago that, uh, I don't know how it happened I I feel as though it was somehow a glitch in the software because I, I would never.
[CUSTOMER][NEGATIVE] I've been doing this for a long time and I would never sign up for medical coverage and say, well, I'll get it, but I'll leave my wife out of it. It just, I don't know how it happened somehow it happened, but, but they, but they, they, they went back, you know, it just, it just doesn't make any sense after 43 years of signing up for medical benefits.
[AGENT][NEUTRAL] And, yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Um, anyway, so, but they, but it all worked out great, and they said, yeah, we'll get her, get her, get her on the pro on the plan and retroactive the first of the year and so I'm calling just to make sure we're all set to go and and and if she needs her own card, uh, if you could send us one.
[AGENT][NEUTRAL] Well, actually, I'm showing the coverage is still in individual coverage. So the group has not sent that information over to us as of yet to add your wife.
[AGENT][NEUTRAL] Now, once she is added, she would not have a card with in her name, it would be employee and spouse.
[CUSTOMER][NEUTRAL] Oh, OK, I'm not following that. So does that mean, does that, does that make my card, would that, does that make my card, uh, um, obsolete at that point?
[AGENT][NEUTRAL] And the card would be in your name.
[AGENT][NEUTRAL] You can still, yeah, so once the coverage changes right now it should show individual coverage.
[CUSTOMER][NEUTRAL] The one I have now?
[AGENT][NEUTRAL] Once, once.
[CUSTOMER][NEUTRAL] It does. That's what the card says now.
[AGENT][NEUTRAL] Yeah, and once your wife is added, it should say employee and spouse.
[AGENT][NEUTRAL] So the type of coverage is going to change, not the benefits, just the type it'll go from an individual policy to an employee and spouse policy. Now you can still use your card, but once it changes, you should receive new cards showing the coverage type to be employee and plus spouse. But at this time,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I've got, I gotta chase I gotta chase my human resource people and say what are you doing?
[AGENT][NEUTRAL] Yeah, I would contact them again because if your wife needs medical attention, you know, she won't be able to use it until once, until she's added to the policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She does.
[CUSTOMER][NEUTRAL] She does.
[CUSTOMER][POSITIVE] Yeah, OK, very good, that's what I'll do thanks very much.
[AGENT][NEUTRAL] But now,
[AGENT][NEUTRAL] But that if she does need medical attention, it can be, of course, the claims can be submitted, you know, if it's going to be retroactive to [PII]. I mean, it doesn't mean the claims won't be covered. It's just at this time, she doesn't have benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Right, right, OK, very good. I'll uh I'll start doing that now thank you so much.
[AGENT][POSITIVE] Well, it's been such a pleasure to assist you, Mr. [PII]. If you need any further assistance, don't hesitate to call us, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You bet you too thanks very much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, yeah. Bye-bye.