AccountId: 011433970860
ContactId: e3429f53-f240-4bff-9c66-e625be51aa45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315070 ms
Total Talk Time (AGENT): 86700 ms
Total Talk Time (CUSTOMER): 150372 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/e3429f53-f240-4bff-9c66-e625be51aa45_20250411T18:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Expo and HR solutions. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][POSITIVE] Doing well thanks for asking.
[AGENT][NEUTRAL] And how may I assist you today?
[CUSTOMER][NEUTRAL] I hope you can assist me. I'm with the, uh, broker's office. I'm trying to get confirmation that a dependent is listed on the employee of one of my group clients. Uh, she just got an EOB stating that her dependent wasn't covered according to what we have in our ben admin system. She has coverage, so that's why I was trying to figure out exactly what was going on.
[AGENT][NEUTRAL] OK, sure, I can assist you with that. um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Do you have a policy number for me?
[CUSTOMER][NEUTRAL] Uh, it's 22825.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And what's the name of the main holder?
[CUSTOMER][NEUTRAL] The name of the main holder is [PII].
[AGENT][NEUTRAL] Do you have her date of birth for security?
[CUSTOMER][NEUTRAL] Uh, both. Which one do you would you like?
[AGENT][NEUTRAL] Um, let me have the date of birth.
[CUSTOMER][NEUTRAL] Sure, I don't, yeah, I don't know which one is easier for you. Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK. OK. That's one.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] And [PII] is is [PII] the main holder?
[CUSTOMER][NEUTRAL] Um, as far as I know, that's what I have listed here. She's the employee should be for [PII] and her daughter, her daughter's name is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is through her employer New Direction fertility center.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] I do see [PII]. She is listed and active on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she has been since [PII] that's when the group renewed.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, let me see, she's been in, yes, um, [PII], that's correct. Her date of birth is um [PII].
[CUSTOMER][NEUTRAL] Uh, let me double check. Sorry, I have to go to her page for that.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Each one has their own pages. Yes, [PII]. Last four of the social is [PII].
[AGENT][NEUTRAL] Mhm. Yes, I do have her listed here.
[CUSTOMER][NEUTRAL] OK, so I'm not sure why she received that. Uh, I'll ask her to send me a copy of, of the letter, and maybe I can forward it over to, uh, [PII] or [PII] and see if they can kind of look into it and um and see what's going on, but as far as you can see, she's active. [PII] is active, uh, and she's listed as [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], is that?
[CUSTOMER][NEUTRAL] [PII], is it [PII]? Yeah, [PII] Maybe that's why. OK, just.
[AGENT][POSITIVE] Yes, yeah [PII] Yes, uh-huh. Yes.
[CUSTOMER][NEUTRAL] Don't think sometimes if they you know if the name changes or whatever the case may be and it's not reflected correctly then you know, the claim will get kicked back but OK, everything seems to match date of birth, social, everything right, just wanted to make sure that everything was, was good to go so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like it is. And I said, do you have the date of service so I can maybe if I can find that claim and see what's happening, or?
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So let's see, this is, this was back in March. Uh, she sent it to me. I received an EOB from American Public Life Insurance for our gap, and it's for my daughter. The remark they listed on the back of my EOB says that the patient is no longer an eligible dependent under this policy. I was just wondering if, if anything changes with our benefits or if the gap is no longer covers my diploma, please advise. Yeah, she didn't give me a date. So let me get back to her and I'll contact her. I've got her phone number, so let me call her and and find out what's going on, um.
[AGENT][NEUTRAL] Mm. Gotcha.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. All right. You're welcome. Have a good day. Good afternoon and good weekend. Thank you. Bye-bye. You're welcome.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.