AccountId: 011433970860
ContactId: d5d8e0bb-057b-42c2-afbc-b924ed9854c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191110 ms
Total Talk Time (AGENT): 98279 ms
Total Talk Time (CUSTOMER): 43491 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/d5d8e0bb-057b-42c2-afbc-b924ed9854c7_20250227T17:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm calling because I need to find out how to take um the dependents off of my um off of my policy.
[AGENT][NEUTRAL] OK, I can help you with um changes to your policy. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and um I have a group number 22,960.
[AGENT][NEUTRAL] OK, do you see an inpatient or an outpatient certification number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm mm mm mm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] If I can find you.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then also your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And the phone number should be [PII]?
[CUSTOMER][NEUTRAL] And the email should be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you so much for verifying your policy for me and the phone number you gave me is that a good call back number if we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right, so I see you're with the group East Hollywood Medical Associates.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what you'll need to do is go to your human resources director and let them know that you're wanting to um take.
[AGENT][NEUTRAL] Dependent off of your policy.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] They may have uh uh open enrollment period unless it's uh um qualifying event for you to be able to take them off but they can send us an email.
[AGENT][NEUTRAL] And let me give you the email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And they can just send us an email, let us know that this um which dependent to remove from the policy.
[CUSTOMER][POSITIVE] OK, sounds good thank you. All right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well, you take, you're welcome, Miss [PII]. You take care and have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too have a good one.
[AGENT][NEUTRAL] You too. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.