AccountId: 011433970860
ContactId: bfebec09-5df0-47dc-a272-6eba954c12fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129740 ms
Total Talk Time (AGENT): 58209 ms
Total Talk Time (CUSTOMER): 52740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/bfebec09-5df0-47dc-a272-6eba954c12fa_20250224T19:47_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], how are you? This is [PII].
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a member on the line, um, he's calling because he said that is his policy is supposed to be single parent, um, but it is showing individual. I just wanna make sure that it was not like maybe an error we did in our end before I send him to his employer. Um, so let me give you the policy number and see if you can find anything indicating that it's supposed to be single parent. Um, the policy number is 259-712-9.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, he's supposed to be a single parent and he's showing up as an individual.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] All right, let me look at it here.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I think
[AGENT][NEUTRAL] And group number of big contractors.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I believe that the enrollment was processed by the group. So yeah, I don't, let me just look at it really quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, before sending him.
[CUSTOMER][NEUTRAL] Mhm. Yeah. I, I just wanna make sure that, you know, it was not something on our end that we need to fix it.
[AGENT][NEUTRAL] OK I don't see any.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, if I don't see any um
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Application here then it was processed by the group and the group should um be the one to let us know to send the um dependent information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look at it here on base.
[AGENT][NEUTRAL] That's night.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, OK, no, we don't have any application.
[CUSTOMER][NEUTRAL] OK. So just have him to call his employer. OK. I'll go ahead and do that then. Thank you. Have a good day. You're welcome. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. Thank you.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][NEUTRAL] Yeah