AccountId: 011433970860
ContactId: c16d112f-111e-4fe5-89bd-e8dd628d017b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327279 ms
Total Talk Time (AGENT): 153916 ms
Total Talk Time (CUSTOMER): 78809 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c16d112f-111e-4fe5-89bd-e8dd628d017b_20250415T16:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you?
[AGENT][POSITIVE] I'm doing well, thanks for asking. How about yourself?
[CUSTOMER][POSITIVE] Good thank you um [PII], let me give you our a group number.
[AGENT][NEUTRAL] OK, and can I also get your name and callback number too as well, please?
[CUSTOMER][NEUTRAL] Mm my name is [PII].
[CUSTOMER][NEUTRAL] And my call back is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that, Ms. [PII].
[CUSTOMER][NEUTRAL] An exotic
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][POSITIVE] Thank you for that. And what was your group number?
[CUSTOMER][NEUTRAL] 18537
[AGENT][POSITIVE] Thank you. Bear with me while I pull that up.
[AGENT][NEUTRAL] OK, and how can I help you in regards to the group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I need to make sure that the broker called and added a dependent.
[CUSTOMER][NEUTRAL] To a particular employee?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Um, her policy number is 256-63887.
[AGENT][NEUTRAL] All right, Ms. Bear with me while I pull that up.
[AGENT][NEUTRAL] And are you able to identify her, um, or verify actually, her date of birth and mailing address for me?
[CUSTOMER][NEUTRAL] The employees
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, give me one second, let me look her up because that I don't know by heart.
[AGENT][POSITIVE] I, I understand. Take your time. Thank you. I just wanna make sure I have the correct person up and their information is correct.
[AGENT][NEUTRAL] And what was her name again?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you stated you were calling to check and see if dependents were added on her plan, the agent, you had informed the agent about it. OK. Let me see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I had sent the information to the agent, but I just wanna make sure he did what he was supposed to do. Um, her address is [PII].
[CUSTOMER][NEUTRAL] [PII], and [PII].
[AGENT][POSITIVE] OK, thank you for that, Ms. [PII].
[AGENT][NEUTRAL] OK. So, what was her date of birth?
[CUSTOMER][NEUTRAL] Yetsa is um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. That is what we have on file. OK, I'm not showing that we've received anything for her to have the dependent added. Um, it doesn't look like right now she has a dependent on there it's just individual. You can actually send that directly to us, um, if possible, if you can forward the email that you sent to them to us. When did you need this effective for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we can definitely backdate it. It's not a problem. Um, just make sure that the request has that listed on there that the dependent needs to be added [PII].
[AGENT][NEUTRAL] And you can send it to the care team.
[AGENT][NEUTRAL] Just let me know when you're ready and I'll give you our email address.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEGATIVE] Ecare.
[AGENT][NEUTRAL] And then team.
[AGENT][NEUTRAL] T E
[AGENT][NEUTRAL] A M
[AGENT][NEUTRAL] At
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once we
[CUSTOMER][NEUTRAL] Let me forward you the email.
[AGENT][NEUTRAL] Once we get that information, we'll definitely go in here and add it and we will have to back bill on the May bill for the premium that's due for the dependent for March and April, but all that will be together on the May bill and you guys will see that updated at that time as well, and she'll get new cards too.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], and we will, just so you know, Ms. [PII], we will send a confirmation letting you know that it's been done as well. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, that'll be it thanks.
[AGENT][POSITIVE] Thanks for calling APL and you have a wonderful day, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you