AccountId: 011433970860
ContactId: c701f0cd-032b-42e7-8a2b-d234d56a4272
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448380 ms
Total Talk Time (AGENT): 120935 ms
Total Talk Time (CUSTOMER): 167178 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/c701f0cd-032b-42e7-8a2b-d234d56a4272_20250501T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII]. I'm the primary cardholder on my account. And I wanted to just call to find out about some dependent coverage.
[AGENT][NEUTRAL] OK, and Mr. [PII], what is your callback number if we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is your policy number?
[CUSTOMER][NEUTRAL] Uh, policy, where do I find I'm on the website, where do I find that? Let me see.
[AGENT][NEUTRAL] Maybe an upper.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, left corner.
[CUSTOMER][NEUTRAL] My account, policy contact info now.
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] a picture
[CUSTOMER][NEUTRAL] You have the number? I think I have a picture here.
[AGENT][NEUTRAL] [PII]. Let's see.
[CUSTOMER][NEUTRAL] Uh, I can give you the account number.
[AGENT][NEUTRAL] I'm sorry, you said your first name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Is a group, group
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group number 25695.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Almost there.
[AGENT][NEUTRAL] OK, and verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you verify your mailing and email addresses.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much for the information. I have your policy pulled up and your policy number if you need that as well, and you're calling to in regards to dependents, OK, I can help you with that.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so I'm calling A [PII], my son.
[AGENT][NEUTRAL] Do you wanna, OK.
[CUSTOMER][NEUTRAL] And it says his his coverage is lapsed.
[AGENT][NEUTRAL] Yes, it does say that. Give me one second to see why.
[AGENT][NEUTRAL] I believe he was removed due to his age.
[CUSTOMER][NEUTRAL] What's the secondary coverage age?
[AGENT][NEUTRAL] OK, let's see. One moment, Mr. [PII]. OK, let me place you on hold, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Good afternoon, um, excuse me, [PII]. This is [PII] and Claims. I have an insured on the line with policy number 256-454-1.
[AGENT][NEUTRAL] I have the policy holder on online, Mr. [PII]. He is calling in regards to his dependent [PII].
[AGENT][NEUTRAL] Being lapsed from the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, this is a.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, let me provide you with this callback number as well. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII] just sent out an email about.
[CUSTOMER][NEUTRAL] Hold on just a second, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm, overage dependent. OK, everyone, please note the system automatically removes overage dependent based on system checks in place and is first of the month following age [PII] for all states except [PII]. [PII] is year [PII] following age [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] before.
[CUSTOMER][NEUTRAL] So if you see an over age dependent that turned [PII].
[CUSTOMER][NEUTRAL] And you are updating the policy, please do not go ahead and remove the dependent. Doing so, we'll interrupt the system settings to remove the dependent and send the automated overreach letters out.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. OK.
[CUSTOMER][NEUTRAL] Yeah, sorry, I was trying to remember what she had said about, so [PII] used to be [PII] for dependents, but they changed it to [PII], but [PII] still has an exception that they're not dropped on the first of the month following them turning [PII] like every other state.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, they have until the end of the year after turning [PII], but this dependent is [PII], so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm. Yeah.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] You ready to explain it to him?
[CUSTOMER][NEUTRAL] Yes, I can explain it and make sure that they, that he got a, a letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, one moment please. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello sir?
[AGENT][POSITIVE] Mr. OK, thank you so much for your patience with me. I have [PII] on the line with in customer service. She's going to assist you further in regards to the question as to why your dependent was removed, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're welcome you have a great day and thank you for calling APL and take care.
[CUSTOMER][POSITIVE] Thanks, [PII]