AccountId: 011433970860
ContactId: d9197da5-2f8d-4ef6-8eba-83fe403ffc5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160139 ms
Total Talk Time (AGENT): 55256 ms
Total Talk Time (CUSTOMER): 91638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d9197da5-2f8d-4ef6-8eba-83fe403ffc5e_20250624T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in the claims department.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I have a um member on the line. She's calling to verify if um her dependents were added to her new policy, and I pulled up her new policy that starts in July, but it's still showing that she's the only one on the policy. So could you further assist her? or do you know where I need to transfer her to for further assistance?
[AGENT][POSITIVE] Yeah, I can help
[AGENT][NEUTRAL] Yeah, I can help her. Do you have her, do you have her policy?
[CUSTOMER][NEUTRAL] You can help
[CUSTOMER][NEUTRAL] Yes, her policy number, well, the new policy number that starts in July is 02641984.
[AGENT][NEUTRAL] OK, and that's [PII].
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] And she's been verified.
[CUSTOMER][NEUTRAL] Yes, I've verified everything on our policy.
[AGENT][POSITIVE] OK, perfect. You can send her through.
[CUSTOMER][POSITIVE] OK. Here she is. Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, this is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII] um I'm calling I currently have um a plan with um APL, but I'm starting a new plan now as of July and for the new plan, um, I'm supposed to have my family, um, on the plan as well so I just wanted to confirm that they were on the plan because in the coverage it says individual.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if that means it's just me or if that's just for something else.
[AGENT][NEUTRAL] Yeah it looks like it's just you we haven't received any update for eligibility from your employer um so you'd wanna check.
[CUSTOMER][NEUTRAL] Not for the new plan starting in July because it's a different number.
[AGENT][NEUTRAL] No, we haven't um we just still show it a single coverage or individual coverage, so I'm not sure if they have yet to send it or maybe they will be sending it shortly, um, but I don't, I just have you covered, um, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I check with your HR.
[CUSTOMER][NEUTRAL] Even for the one that's starting in July.
[AGENT][NEUTRAL] Yeah, this is what the July effective date, your policy [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yep, correct. OK, let me confirm it's just um the person that's in charge of that with us has, is out of town, so, um, I have an appointment coming up [PII] for my daughter that I need to use um the gap for, and I, I wanna make sure that that's in place before I go to the appointment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I would check with them because we have to have that information from your employer, so.
[CUSTOMER][POSITIVE] OK perfect perfect thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.