AccountId: 011433970860
ContactId: d7364789-e270-4336-8e57-9723e968cdd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467220 ms
Total Talk Time (AGENT): 210259 ms
Total Talk Time (CUSTOMER): 176490 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/d7364789-e270-4336-8e57-9723e968cdd9_20250310T21:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Um, I was just calling on behalf of one of my employees, Mr. [PII].
[AGENT][NEUTRAL] OK. And uh do you have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, yeah, of course, [PII].
[AGENT][NEUTRAL] OK, and may I have the policy number if you have it?
[CUSTOMER][NEUTRAL] Yes ma'am, 207-002-9.
[AGENT][NEUTRAL] OK, and what's the group number?
[CUSTOMER][NEUTRAL] OK, uh, let me grab that and it should probably just be on this invoice right here let's see.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Well, that's not what I wanted.
[CUSTOMER][NEUTRAL] Let me grab it real quick, apologize.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Mm mm mm.
[CUSTOMER][NEUTRAL] This is our PEO where's the FedEx.
[CUSTOMER][NEUTRAL] OK, um, the group number is 24907.
[AGENT][NEUTRAL] And you're calling on behalf of the group or on behalf of the broker?
[CUSTOMER][NEUTRAL] Um, I, I am the broker.
[AGENT][NEUTRAL] Broker, OK. What's the email address for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you. All right. And let me have his date of birth, Mr. [PII]'s date of birth for verification.
[CUSTOMER][NEUTRAL] Yes ma'am, give me one second.
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] All right, thank you. And how may I assist you with this policy?
[CUSTOMER][NEUTRAL] Yes ma'am, so I was just wondering, um, Mr. [PII], he had recently, his wife had a newborn son, um, and he pays for all the insurance and everything for them, um, so with that hospital indemnity, would he be able to file a claim for that even though, um, technically his spouse isn't covered under his plan?
[CUSTOMER][NEUTRAL] But it was, she was obviously the one having the baby.
[AGENT][NEUTRAL] Yeah. Um hm.
[AGENT][NEUTRAL] Let me check and I'll have to look at the policy and see, uh, first, um, if there's a newborn and and then if we need to have the mom listed, which I don't think we do. Let me double check.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] We do, we, we don't, we, we don't, we don't.
[AGENT][NEUTRAL] Yeah, I'm pretty sure we don't.
[AGENT][NEUTRAL] Let me check on that, um, let's see one moment.
[AGENT][NEUTRAL] Yeah, the benefits will be just for the baby, not for the mom.
[CUSTOMER][NEUTRAL] Yeah, no, I, I figured it because there's obviously an employee spouse option but I just figured I would ask on behalf of him, you know, just who knows, shot in the dark.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Yeah, so price there's some prices in this certificate sometimes and we're like, oh, OK.
[AGENT][NEUTRAL] And then we have so many products. We have a lot of products, so it's like they're all different.
[CUSTOMER][POSITIVE] Y'all y'all do, man. We really do like y'all. Y'all are a good carrier.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Well thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You're waiting for the documents to upload.
[CUSTOMER][POSITIVE] You're good you're good take your time.
[AGENT][POSITIVE] Thank you. Thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And when was the baby born?
[CUSTOMER][NEUTRAL] His date of birth was [PII].
[AGENT][NEUTRAL] Oh, the babies.
[CUSTOMER][NEUTRAL] 00, the, oh, when was the baby's date of birth? Um, sorry. Um, I think it was, um, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so yes. All right, so yeah, based on the paperwork of the policy, and I'm just gonna read you primarily, um, so it says if your plan is an individual or individual and a spouse, any newborn children will be covered automatically on the day of he or she is born as long as your coverage was infor on that date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 31 days. Yeah.
[CUSTOMER][POSITIVE] Awesome, awesome.
[CUSTOMER][NEUTRAL] So, so that means we can file it for Mr. [PII] and he can get paid, right?
[AGENT][NEUTRAL] For the baby, yes. Mhm.
[CUSTOMER][POSITIVE] Dude, that's awesome. Alright, see, it was worth asking, huh? You know, you never know until you ask, so that's so perfect.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, you never know.
[CUSTOMER][POSITIVE] He's gonna be very happy with this news, so thank you so much for your help you've been you've been just a blessing thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're welcome. And if he has any questions about where is it at, you wanna look into it, it's gonna be in his paperwork under the benefits on page 10, OK?
[CUSTOMER][NEUTRAL] Yes ma'am and so should he fill out that claim form like himself, um, and, and everything like that as as if he were filing it for himself or is there anything that's special that needs to be noted before I let you go?
[AGENT][NEUTRAL] OK, um, the best thing, uh, just in case we get any claims from the providers, which I'm pretty sure he's gonna submit everything but just in case, um, we're gonna need, uh, for the baby's information to be, um, submitted.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So if you can send an email with that information of the baby's name, the date of birth, and, you know, the information from Mr. [PII] so we can go ahead and add the baby for those 1st [PII] days of life. And then um he can submit a claim and the claim is gonna be for the baby. So, um uh it's gonna be for the baby's name and then he's gonna sign because he's the owner of the policy, but yeah, it's gonna be for the baby.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, and, and they'll still, they'll still, um, they'll still respect that [PII] date even though it's [PII] now?
[AGENT][NEUTRAL] Oh yeah, it's during, if the baby was born during the time of the, the service was active, so we don't have family filing limits as long as, you know, the baby was born and the policy was active.
[CUSTOMER][NEUTRAL] OK, OK, and do you do you have a, do you, do you have an email that I can send this to you to have it updated in the system, or?
[AGENT][POSITIVE] Mhm. Sure, yes. OK, that's gonna be [PII].
[CUSTOMER][POSITIVE] OK awesome awesome.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII] and then so care team, no spaces or underscores in between that just care team?
[AGENT][NEUTRAL] Just [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome thank you so much again for your help you've been you've been great so I'll let you go and um you have a good day ma'am.
[AGENT][NEUTRAL] You are.
[AGENT][POSITIVE] You as well have a good afternoon and thank you for calling APL. Bye bye, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am bye.
[AGENT][NEUTRAL] OK.