AccountId: 011433970860
ContactId: e02f2a9d-e91b-4f5a-9e07-4888cfe68e41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386799 ms
Total Talk Time (AGENT): 208345 ms
Total Talk Time (CUSTOMER): 163529 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/e02f2a9d-e91b-4f5a-9e07-4888cfe68e41_20250317T18:20_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, good afternoon. Uh my last name is [PII]
[CUSTOMER][NEUTRAL] Uh, can I give you my policy certification number?
[AGENT][NEUTRAL] Yes, Mr. [PII], um, but before we proceed, is it possible to also get a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Sure, it's area code [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And what's your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah it's uh 0258.
[CUSTOMER][NEUTRAL] 1601
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And and the group I've got a group number if you need that.
[AGENT][NEUTRAL] No, that's OK. I don't need that, but I do need to verify your date of birth and your mailing address, please.
[CUSTOMER][NEUTRAL] Sure. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. That is what we have on file. And I'm also showing that we have an email account. Can you verify that too, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh yes, yeah, should be my private, my personal email uh uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], is that the one you have? Or does it have my my my business?
[AGENT][NEUTRAL] No, sir, it looks like it's your work email yeah.
[CUSTOMER][NEUTRAL] Oh yeah, it's uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. Um, do you want me to go ahead and update to your personal Mr. [PII]?
[CUSTOMER][NEUTRAL] No, no, that's OK. That works. Um, the, uh, but the, uh, well, the reason for my call today is that my wife, my wife's name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and we had some confusion at the beginning of the year. Somehow she wasn't added in for coverage, your coverage as well.
[CUSTOMER][NEUTRAL] And even though I tried and then they revisited it and said, oh yeah, we can get that fixed.
[CUSTOMER][NEUTRAL] That's why I say day. I mean our my human resource department at Celsius was going to reach you to verify. Do you do you show a record for I've got her, I can give you her birth date and everything, but she should be part of my policy. I believe they've got it updated, but I'm calling to confirm it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It's still showing individual. Um, I am showing a note that we spoke to you on [PII] and you did state that she was supposed to be covered and that's when we advise you to contact the group. As of right now we're not showing any information for her being received. They um they're gonna have to send us an email and let us know that she should be covered and what month she should be covered and once we get that.
[AGENT][NEUTRAL] Information as far as she should be covered along with her date of birth, um, and when, then we can get her at it and if it has to be retroactive, we can do that, but we really need to get something from them. It's not showing that they've even contacted us by phone about it either.
[CUSTOMER][NEGATIVE] OK, yeah, that's a shame. It's only been like 7 weeks. OK, I'll, uh, I'll send him another, I'll send him another note and emphasize it somehow. I don't know what else I can do, but I'll I'll get back to the company and like and hopefully they get it fixed.
[AGENT][NEUTRAL] Um, also, yeah, just let them know if they wanna send it to us, I can go ahead and give you the email address and let them know that when they send that, they're gonna have to show us as well that she's on the major medical and she'll be good to go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] What's that email address please?
[AGENT][NEGATIVE] It's gonna be [PII].
[AGENT][NEUTRAL] And then, [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] and what I'm also going to do, Mr. [PII], it looks like your group submits an electronic file feed. I'm gonna check with our enrollment service office and see, well, our enrollment service department and see if they happen to have any details of her being added. I can email you to confirm or call you back just to let you know if we found anything and if so that we got her added or etc. Would that work for you as well, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, that's great, yeah, so I see it's possible they sent it some other way and you've got it added.
[AGENT][NEUTRAL] Yeah, and I just, it just dawned on me to check, you know, how the group's being submitted because we have so many that do different things, um, but I'm gonna check into that like I said, I can email you or call you which do you prefer?
[CUSTOMER][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] Um, I, I guess, uh, I guess the email is best just because that way I have it that way I've got it in my phone and, and I'll, I'll for sure I won't miss it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Documen[PII].
[AGENT][POSITIVE] OK. No problem at all. I can definitely email you. So I am gonna send them an email. You should hear from me within 24 hours, but I will let you know either way what I was able to find out. Is there anything else I can help you with today before you go, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Very good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's great. Well, let me ask you this. Would, would, once you have confirmation that you get the, you get the email or you see that it's been done, would you automatically send us a, uh, a coverage card for my wife? I'm guessing it'll be a new number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, it'll be the same policy number. Um, actually should just be added to your plan as a dependent spouse. The cards are gonna print as couple. Her name's not gonna be on the card, but that should indicate to the provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's signifying couple that there's another dependent on here um we will still be able to verify her with the same policy number and group number it's just gonna show couple instead of individual and you should get the cards within 5 to 7 business days after we've got her automated in the system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, very good. OK, thanks so much thanks for the uh for the help. I appreciate it.
[AGENT][POSITIVE] No problem at all, Mr. [PII]. And again, is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] No, I'm good, thanks so much.
[AGENT][POSITIVE] Thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Welcome you too yeah bye bye now.
[AGENT][POSITIVE] Thank you bye bye.