AccountId: 011433970860
ContactId: e085dd18-4579-466c-8fd3-e65ebca8e7d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428380 ms
Total Talk Time (AGENT): 214128 ms
Total Talk Time (CUSTOMER): 136433 ms
Interruptions: 8
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/e085dd18-4579-466c-8fd3-e65ebca8e7d8_20250227T22:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, um, I have Ms. [PII] calling from a group about this insured. She is saying that her dependents should have been taken off, which I do show that they have been, but she said it's still showing the same premium amount for this insured.
[AGENT][NEUTRAL] Is she calling with the group?
[CUSTOMER][NEUTRAL] Yes, she is the group admin.
[AGENT][NEUTRAL] OK. What's a good number?
[CUSTOMER][NEUTRAL] 983 7.
[AGENT][NEUTRAL] OK, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] OK, and do you want that policy number she's inquiring about?
[AGENT][NEUTRAL] Oh yeah. Uh, what's the post?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 750-499.
[AGENT][NEUTRAL] All right, and you said we have [PII] on the line, right?
[CUSTOMER][NEUTRAL] Yes, ma'am, and I did verify the information.
[AGENT][NEUTRAL] OK, good, um, yeah, you can send her over.
[CUSTOMER][POSITIVE] All right, thank you so much. Have a great one.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. [PII], you are calling about um policy for [PII]. Um, are, you're saying that it's supposed to be terminated, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the date that policy?
[CUSTOMER][NEUTRAL] He, her son is um.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] I'm sorry, are you, uh, oh, you were saying that uh there's supposed to be a dependent removed, is that correct?
[CUSTOMER][NEUTRAL] Yes, her two children are supposed to be removed. Uh, her son graduated from uh college and has a job, and he doesn't need to be on there.
[CUSTOMER][NEUTRAL] And her daughter got married and.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, so she needs to be changed to an individual.
[CUSTOMER][NEUTRAL] I've sent emails regarding this for.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] So she needs to be changed to an individual plan.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I've uh notified that before by email but.
[AGENT][NEUTRAL] OK. Uh yeah, I, cause I see that they are still listed, but I see that the changes, um, there's notes saying the changes were made, so maybe there's some sort of glitch in the system cause I'm showing in uh September of last year that uh the pendants were dropped, but they're still showing so let me see what's going on.
[AGENT][NEUTRAL] Alright, let me get someone from the customer service department because they actually handle um these uh sort of things so give me about 1 to 2 minutes and I'm just gonna see if there's someone in customer service that can um help look into this and see what's going on.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] F.
[AGENT][NEUTRAL] B
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling. This is [PII]. How may I help you?
[AGENT][NEUTRAL] like
[AGENT][NEUTRAL] Hey, this is [PII] in billing. Um, did you say this is [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, uh, so I have a group on the line, a group admin who's calling about, um, I see that they, uh, submitted for uh dependents to be dropped, and I'm showing in the notes that it was done, but then when I look it up in Pine Am, [PII], um it's still showing them.
[CUSTOMER][NEUTRAL] OK, yeah. What's the policy number?
[AGENT][NEUTRAL] 7504999.
[CUSTOMER][NEUTRAL] OK, let me find this screen here.
[AGENT][POSITIVE] OK, sounds great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's making me put a note in this.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 50499
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] I sure they drop.
[AGENT][NEUTRAL] I said that.
[AGENT][NEUTRAL] That's what I, that's what I saw. But then, uh, when I look in PIN, are you in PINAN?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because when I went to PI and I was showing I'm showing both of them. It's in it hasn't been completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, it's done in PI and IM but it hasn't been completed yet, um.
[CUSTOMER][NEUTRAL] So I guess whoever state that is will get it completed but um I'll talk to her and let her know that it's in it's in line to be processed.
[AGENT][NEUTRAL] I guess that is will get it completed um I know that it's been processed, it's in line to be processed, OK, because she's saying that she's been asking for a while like since last year, so that's why I didn't know, yeah.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But um
[AGENT][NEUTRAL] If you want, do you wanna look into it a minute before I transfer or are you good?
[CUSTOMER][NEUTRAL] Well, I don't have any way to to see if they've gotten the request or anything but um.
[AGENT][NEUTRAL] Well, I don't have any way to to see if they've gotten a request or anything, but um.
[CUSTOMER][NEUTRAL] If she said she sent an email.
[AGENT][NEUTRAL] If she said she sent an email.
[CUSTOMER][NEUTRAL] Who does she send it to? I wonder.
[AGENT][NEUTRAL] Who does she send it to? I want. Do you hear the echo or mm mm I don't hear an echo.
[CUSTOMER][NEUTRAL] I got an echo. Uh, do you hear the echo? or?
[CUSTOMER][NEUTRAL] Every time I say something, I hear it again.
[AGENT][NEUTRAL] I say something, I hear it again.
[AGENT][NEUTRAL] It might be me. I don't know.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, but if you want, do you want me to go ahead and join the call? Or do you wanna look into something really quick first?
[CUSTOMER][NEUTRAL] Uh, like I said, I don't, I don't have any way to find it, um, but I can talk to her and, and.
[AGENT][NEUTRAL] I see. Like I said, I don't, I don't have any way to find it, um, but I can talk to her and, and, OK, see who she sent the email to. OK, all right, thank you.
[CUSTOMER][NEUTRAL] See who she sent the email to.
[CUSTOMER][POSITIVE] Uh huh thank you.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Hey, [PII], are you still there?
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] Hi, yeah, I have uh [PII] from customer service who, um, she'll be able to assist you.
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you. Mhm.
[CUSTOMER][NEUTRAL] Uh, good afternoon, [PII]. This is [PII] in customer services.
[AGENT][NEUTRAL] Hi, good afternoon, [PII]. This is [PII] in customer services.
[CUSTOMER][POSITIVE] How are you? Good.
[AGENT][POSITIVE] How are you? good.
[CUSTOMER][NEGATIVE] I've got a real bad echo over here.
[AGENT][NEGATIVE] I've got a real bad