AccountId: 011433970860
ContactId: d2161611-fe14-41ce-b14e-ee2d55297551
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 695559 ms
Total Talk Time (AGENT): 367372 ms
Total Talk Time (CUSTOMER): 215191 ms
Interruptions: 9
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/d2161611-fe14-41ce-b14e-ee2d55297551_20250509T21:07_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Good afternoon thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] from Benefits in the car. How are you doing today?
[AGENT][POSITIVE] I'm doing good, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing great, thank you. I'm sorry to bother you at this.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, it's fine.
[CUSTOMER][NEUTRAL] time on the day on Friday, but look.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you. Look, [PII], um, I have, um, [PII] from Superb Skilled trades on the other line. He
[CUSTOMER][NEUTRAL] The coverage for employee plus family.
[CUSTOMER][NEUTRAL] Uh, but he just was notified about um adding the dependents to his account. Um, so this is the thing, he needs to get one of the kids to the doctor. I already had the information on my system and I was, I'm just wondering if you can, uh, like check if he's, if the kids are already in the system for him to be able to uh take the kids to the doctor.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, [PII], um, I'll be glad to help you with that. So you're just wanting me to check the system.
[AGENT][NEUTRAL] To see if the kids are on our plan, yes, OK, [PII], first of all, can I get, yes, I can help you with that. Can I get your callback number in case we're disconnected? There was a little, uh, skip in your voice there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yes, I can hear that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know what's wrong with this, but OK, our phone number is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh, do you have an extension?
[CUSTOMER][NEUTRAL] No, I don't, but it's [PII]. I'm the only [PII] here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're the only [PII]. I'm the only [PII] here, so we're the same. Uh yes, ma'am.
[CUSTOMER][NEUTRAL] OK, we're the only ones.
[AGENT][NEUTRAL] Yes, ma'am. Do you happen to have his policy number or a social that I can look up?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I think is good.
[CUSTOMER][NEUTRAL] Yes, I got his social. Uh give me a minute. It is [PII], no, I'm sorry, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. Thank you so much for that. Let me look that up real quick for you.
[CUSTOMER][POSITIVE] Sure, yeah. Thank you very much.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] OK. [PII]?
[AGENT][NEUTRAL] You said?
[CUSTOMER][NEUTRAL] Yes, ma'am, it is.
[AGENT][NEUTRAL] OK, and he was trying to go to the doctor, so I would assume it would be the hospital hospital indemnity plan.
[CUSTOMER][POSITIVE] Yes, that's correct. He's trying to get one of the kids to the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. OK. Yes, ma'am, I believe.
[CUSTOMER][NEUTRAL] Or the doctor, I mean pediatrician.
[AGENT][NEUTRAL] Yes, ma'am. I believe I found the policy number. Um, yeah, the policy information. Could you verify his date of birth?
[CUSTOMER][NEUTRAL] Yes, he's [PII].
[AGENT][NEUTRAL] Do you have his address by any chance?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I appreciate that. Thanks for the verification. OK, so I do show he has a family plan. He is paying for a family plan. Um, the kids are not listed on our screen.
[AGENT][NEUTRAL] Um, but he is paying for a family plan.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, I will get those kids added.
[CUSTOMER][NEUTRAL] I just add the.
[CUSTOMER][NEUTRAL] Oh yes, please. Yes, I just add the kids, but I don't know how long it will take to show in your system.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. It will, oh yeah, you just add it on.
[AGENT][NEUTRAL] OK, um, it will take well when we receive the file, um, it will come over and dump into our system so when we receive the weekly file from y'all, um it will be updated um I can I can get uh the website yeah go on y'all's website and get the kids um information from the website I I believe it's probably out there correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On the website, the big website?
[CUSTOMER][NEUTRAL] Oh, well, I.
[CUSTOMER][NEUTRAL] I don't, oh, OK, let me see.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] No, it's not showing, um, what I know is I have him on the dependents here on my, uh, system on benefit wizard, but I don't know in the website and I don't know how to check that on the website. Uh, how do we do that? I'm at the [PII] at pay.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. OK, I'm.
[AGENT][NEUTRAL] Oh no, I'm gonna check it on the benefits and the card website it should be out there.
[CUSTOMER][NEUTRAL] Oh, OK. I, I do think so, yes, probably.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am, let me check that real quick and see if I can, let me try to get in. Hold on just a moment.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, let me try my.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Password here.
[AGENT][NEUTRAL] It's thinking, it's.
[AGENT][NEGATIVE] Well, now it's told me no you can't get in.
[CUSTOMER][NEGATIVE] Everything is taking forever to think.
[AGENT][NEGATIVE] It's like you can't get in, sorry.
[AGENT][NEUTRAL] OK, let me see here.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Try that one, nope.
[AGENT][NEUTRAL] Hm, OK. Never fear. Hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's me.
[AGENT][NEUTRAL] Get someone to look real quick.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me know.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm gonna get one of my colleagues to try to log in to the website real quick. is he on hold?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You say what?
[AGENT][NEUTRAL] Is Mr. is Mr. [PII] on the, on hold?
[CUSTOMER][NEUTRAL] Yes, he's on the on hold.
[AGENT][NEUTRAL] Oh, OK, I'm sorry I I email I mean I sent a message to my one of my colleagues to see if she can get in.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] I told him that it was I.
[CUSTOMER][NEUTRAL] It's OK. I told him that it will take him, it will take us a minute.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Maybe she'll get right back to me.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I don't know why.
[AGENT][NEGATIVE] My password is not working and I have trouble with it sometimes and I have to reset it um all the time and I don't know why I use the same password for all my.
[CUSTOMER][NEUTRAL] I mean, every time.
[AGENT][NEUTRAL] Mhm. Do you have trouble like that sometimes with it?
[CUSTOMER][NEUTRAL] I think that happens every time, everywhere. Yes. Yes, a lot of them.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold just a second and try to call my colleague, um, so she can get that OK? OK, thank you so much, [PII]. Sorry about that. Hold on.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Sure, ma'am. Take your time.
[CUSTOMER][NEUTRAL] You're more than welcome. You are on hold.
[AGENT][NEGATIVE] Hey, I cannot get in the big website to save my soul. Can you? I got somebody on hold. Can you look this person's stuff in there real quick for me? I'll give you his information is family in the system and lying, but there's no kids or anybody listed on you know.
[AGENT][NEUTRAL] She said she.
[AGENT][NEUTRAL] Oh, OK, um, 5500.
[AGENT][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Uh for [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It is 262.
[AGENT][NEUTRAL] 3306 um I don't know what kids that she's talking about though I didn't get her name um.
[AGENT][NEUTRAL] What kids are listed?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], OK. [PII], OK.
[AGENT][POSITIVE] OK, I'll add a lot.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get her back on the phone. OK, thank you, bye.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] So I'm back.
[AGENT][NEUTRAL] Thank you for holding. Yes, ma'am. Yes ma'am. OK, so they are, and we are able to add them real quick. We're gonna add his wife [PII], and there's a, a child [PII] and [PII]. Is that how you say that?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm still here.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]. Yes. [PII], yes.
[AGENT][POSITIVE] Yes, OK, yes, so they are there, so, um, he's good to go. Mhm. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All [PII] [PII]. Thank you very much.
[CUSTOMER][NEUTRAL] OK. Um
[CUSTOMER][POSITIVE] No, that was pretty much all what I need for now. um I really appreciate I wish you to have a wonderful weekend and I'm sorry to be bothering you this late on Friday.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Oh, you are not bothering me, Miss [PII]. That's what we're here for. We don't mind helping y'all at all. No, ma'am, don't ever think that.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] I really appreciate your help.
[CUSTOMER][POSITIVE] No, I, everything is pretty much done. Thank you very much. I really appreciate it.
[AGENT][POSITIVE] OK, thank you. You have a, you have a good weekend. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Have
[CUSTOMER][POSITIVE] You as well take care. All [PII], my pleasure. Bye bye. Thank you.
[AGENT][NEUTRAL] OK. Bye-bye. You too. Bye-bye.