AccountId: 011433970860
ContactId: e47c29b8-1bc9-490f-ac2a-1620caf52d09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 777229 ms
Total Talk Time (AGENT): 225614 ms
Total Talk Time (CUSTOMER): 275035 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/e47c29b8-1bc9-490f-ac2a-1620caf52d09_20250331T16:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hello, my name is [PII]. I am calling on behalf of my employer. Do you need to confirm some information first?
[AGENT][NEUTRAL] Uh, yes, [PII]. Can I get your, um, group number?
[CUSTOMER][NEUTRAL] As soon as I find it.
[CUSTOMER][NEUTRAL] Uh, what I have here is
[CUSTOMER][NEUTRAL] Business name, phone number, but I don't see the group number, like I'm on the website, so.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] What's the business name?
[CUSTOMER][NEUTRAL] Let me see if I can if I can find an invoice, wait, wait, wait, wait let me find an invoice invoice.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Bills.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, uh, here we go.
[CUSTOMER][NEUTRAL] As soon as it opens, um, the group number is 17387.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you have the address of the group?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's your, uh, phone number?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] And then do you have an email contact for the group?
[CUSTOMER][NEUTRAL] Uh, our email is [PII].
[CUSTOMER][NEUTRAL] Add Mediarot.
[AGENT][POSITIVE] OK, thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] Yes, I have an employee who's on, let me see exactly what she said.
[CUSTOMER][NEUTRAL] Um, her son and, and, and her husband don't, don't appear in her, in her gap policy. We add on them at the end of um.
[CUSTOMER][NEUTRAL] Either the end of February or the beginning of March, so, so it's odd that they don't appear in APL and um her son needs to get like an X-ray because he had some sort of um injury and she's not able to make an appointment because her son and her husband does not appear on gap. So I'm just calling because maybe she got, she was told something else. I just wanna hear it from the source, like what's going on and take it from there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, do you have her name or do you have a, uh, policy number for her?
[CUSTOMER][NEUTRAL] Yeah, her name is [PII].
[AGENT][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And lastly?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let's see what's going on here.
[AGENT][NEUTRAL] Uh, pulling up my name. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is the insured, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Would it be under any other name?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I've got a
[AGENT][NEUTRAL] Do you have her birth date?
[CUSTOMER][NEUTRAL] Uh, let me check here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, it's asking me to confirm that it's me and not someone else.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me see if I've got an active policy here.
[CUSTOMER][NEUTRAL] I, I see that she appears here as individual on APL.
[AGENT][NEUTRAL] OK, yeah, so.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] I, I showed her as an individual on under a policy, but
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It was an old policy that was.
[AGENT][NEUTRAL] Through 6 only paid through 6117. Let me look up a different way. Hold on just a second.
[AGENT][NEUTRAL] Make sure I'm not missing anything here so do you see her on your end?
[CUSTOMER][NEUTRAL] Like I see her 1st, 1st of all, we added her to ADP, so effective [PII] she has employee and family, and when I go to APL I see her here just individual and active as of [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, I see. She had a, is she have a, I have [PII] as the last name.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I was looking at my cruise. That's why it was uh.
[AGENT][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] 00, really? Like, you have to be that specific?
[AGENT][NEUTRAL] Oh yeah, I mean we have to have the full name, yeah, um, let's see, so.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, got it.
[AGENT][NEUTRAL] Yeah, cause I only, I only have her added on here. So did you add her through the portal or add the um spouse and child through the portal?
[CUSTOMER][NEUTRAL] I, I added her through ADP and it was supposed to feed to you guys.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, um, hm.
[AGENT][NEUTRAL] Because I don't have, are you able, can you go into the portal and get her added or not her but her spouse.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I mean, I can do it right away, but would she be able to have the coverage for today?
[AGENT][NEUTRAL] Yes, if you put the effective date is [PII].
[AGENT][NEUTRAL] It should, it will go through, um.
[AGENT][NEUTRAL] Should be
[CUSTOMER][NEUTRAL] OK, let me ask you a question because it says here change uh what how, how can I do it? How can I change her?
[AGENT][NEUTRAL] Uh, there should be an option to.
[CUSTOMER][NEUTRAL] Like where it says change employee?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] If you click that, give you an option.
[CUSTOMER][NEUTRAL] OK, I see here that qualifying events, what do you want me to select?
[AGENT][NEUTRAL] So what, so why was her spouse and child added? What, what?
[CUSTOMER][NEUTRAL] Because her spouse was terminated, so he lost the coverage. So I'm just gonna say job status change spouse or you want me to put loss of health coverage because the spouse lost the coverage.
[AGENT][NEUTRAL] Lots of health coverage.
[AGENT][NEUTRAL] Yeah, so that would be the qualifying event.
[CUSTOMER][NEUTRAL] OK, got it, qualifying, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, why do I have to select Cobra?
[AGENT][NEUTRAL] Does it say Cobra?
[CUSTOMER][NEUTRAL] Yes, it's cobra, yes, no, like the reason for change.
[AGENT][NEUTRAL] Oh, OK, let me see um.
[AGENT][NEUTRAL] So it doesn't have an option to add.
[CUSTOMER][NEUTRAL] Yeah, yeah, but I cannot move to the next page if I don't select the cobra, so I'm gonna say no.
[AGENT][POSITIVE] OK, no on cover, yes, that's correct. Sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so here.
[CUSTOMER][NEUTRAL] Let me see the plan she has. She has 2500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Employee plus and family. OK. So I have to add the name spouse, first name, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, please, I mean, I know that, um, let me just add him. I just don't want you to leave in case I have to make a change or something. I mean, I'm gonna do it as fast as I can.
[AGENT][NEUTRAL] No, no, you're fine.
[AGENT][POSITIVE] Take your time, yeah.
[AGENT][POSITIVE] No, you're totally fine. Take your time, don't worry about it.
[CUSTOMER][NEUTRAL] And also the son's name is.
[CUSTOMER][NEUTRAL] OK, I submitted it. Um, so now can she call? Can she is there's like because she's not gonna have the card.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, right. So, would you give them my name? My name is [PII].
[AGENT][NEUTRAL] And my last initial is [PII] that way because I've talked to you and I know that you've added the, it might take a little while for that to come through on our feed on our end, so we've talked, we've discussed that the child and the spouse should be covered, so I can talk to them about what the benefits would be.
[CUSTOMER][NEUTRAL] Company
[CUSTOMER][NEUTRAL] So how, how can they call and reach you directly?
[AGENT][NEUTRAL] Just tell them to ask for me and then I'll, one of my colleagues will transfer them over.
[AGENT][NEUTRAL] So if they'll call that ATL.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Uh-huh, yes. And then will you remind me what is the patient or who is the, what is the name of the person they'll be calling on?
[CUSTOMER][NEUTRAL] Uh, I think it's [PII].
[AGENT][NEUTRAL] And [PII]'s the insured.
[CUSTOMER][NEUTRAL] [PII] might be the one calling.
[AGENT][NEUTRAL] Oh, [PII], [PII] will be calling? OK. And then was it, who is it for? Is it for her spouse or her child or just a spouse?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For her child.
[AGENT][NEUTRAL] OK, what's her child's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 6, wait, wait, wait, wait, [PII], bunch of sixes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Thank you so much, [PII]. OK, yeah, if you'll give her my.
[CUSTOMER][NEUTRAL] No, thank you, [PII].
[AGENT][POSITIVE] Yeah, absolutely. So give her my name, um, when she calls APL, tell her to ask for me, they'll get her transferred over and then we'll be able to talk about what benefits she has, OK?
[CUSTOMER][NEUTRAL] So I will let her know to give you a call at [PII], right?
[AGENT][POSITIVE] Yes, that's correct, yep.
[CUSTOMER][NEUTRAL] OK, alright then let me just send her all this information so she can call.
[AGENT][POSITIVE] OK, absolutely.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] OK, thank you so much and thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.