AccountId: 011433970860
ContactId: df5c833a-8fe9-4b79-9598-90ff2eb2daec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262929 ms
Total Talk Time (AGENT): 83598 ms
Total Talk Time (CUSTOMER): 115664 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/df5c833a-8fe9-4b79-9598-90ff2eb2daec_20250219T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII]. Um, I'm calling about our, um, uh, APL group, um, for Medlik 6, under Mille Group LLC. Um, one of the, um, policyholders, um, is, uh, got the wrong name on their policy, and I wanted to see if you can help us get that corrected.
[AGENT][NEUTRAL] Do you have the group number?
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Can I have you look it up some other way?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Can you verify the billing address for me?
[CUSTOMER][NEUTRAL] Uh-huh, um, you probably have, um, [PII].
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][POSITIVE] Yes ma'am, thank you and the contact number, yes ma'am, the contact number we should have?
[CUSTOMER][NEUTRAL] That's our office. OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Alrighty and please verify your email address.
[CUSTOMER][NEUTRAL] Um, it's probably [PII].
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] We have
[AGENT][NEUTRAL] OK, that's the one we have. Alrighty, Ms. [PII]. So one of the insureds has the incorrect name, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, during open enrollment, um, [PII], uh, he had a family policy, and he, um, he dropped off of insurance. And so the, the policy should have been changed over to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And just uh, it would be just parent and child.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They tried to use it
[CUSTOMER][NEUTRAL] And um we tried to use it and and because it still has [PII]'s name on it.
[CUSTOMER][NEGATIVE] Um, they weren't able to use it.
[AGENT][NEUTRAL] So one of the kids was trying to use it?
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] The kids are still active on the policy.
[CUSTOMER][NEUTRAL] And you said the
[CUSTOMER][NEUTRAL] Yeah, yeah, they're supposed to be. And [PII].
[CUSTOMER][NEUTRAL] Um, the policy should be in [PII]'s name, but I think that it got changed to um.
[CUSTOMER][NEUTRAL] Like parent and children without [PII].
[AGENT][NEUTRAL] OK, alrighty, Ms. [PII], let me, um, let me get you over to customer service, uh, so they can take a look at this because they'll have to look through the, uh, enrollment, um, the renewal enrollment, um, information, um, so give me one second, OK?
[CUSTOMER][NEUTRAL] Didn't it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, it's [PII]. I have um a group on the phone, um, it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is this group number?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 21209.
[AGENT][NEUTRAL] There's only one active policy on it right now, um, [PII], and this is the contact on the phone, but also the spouse on the phone. Um,
[AGENT][NEUTRAL] And she is saying that [PII] was supposed to be the one that got dropped from the policy, not her.
[CUSTOMER][NEUTRAL] OK, hang on.
[CUSTOMER][NEUTRAL] OK, and who are you talking to? [PII], [PII]? OK, what's callback numbers? What's on file?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Here she comes.