AccountId: 011433970860
ContactId: e8e4bae0-1be7-4bd2-bbcc-e55cf4edb8fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 617250 ms
Total Talk Time (AGENT): 208602 ms
Total Talk Time (CUSTOMER): 228501 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/e8e4bae0-1be7-4bd2-bbcc-e55cf4edb8fd_20250107T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my wife was trying to get her, uh, uh, dental done and they said she's not covered, and I, I added her to my insurance.
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't know my policy number, but I have my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What type of policy do you have, [PII]?
[CUSTOMER][NEUTRAL] Uh, I don't recall.
[AGENT][NEUTRAL] So you said dental?
[AGENT][NEUTRAL] You said she's at the OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let's see what's your complete mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And your date of birth and your email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right. Thank you for verifying that for me.
[AGENT][NEUTRAL] And you stated that your spouse is at the, the, the dentist and they said that she, or there is no coverage for her.
[CUSTOMER][NEUTRAL] Oh, you say she's she's not showing up on the policy.
[AGENT][NEUTRAL] What's her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I do show just for you and dependents on the policy. I don't show her on the policy.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] On the dental policy.
[CUSTOMER][NEUTRAL] No, I can't. I, I, I literally called [PII], which was the date of the enrollment to add her.
[AGENT][NEUTRAL] Who did you call?
[CUSTOMER][NEUTRAL] I call, I'll call you guys.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] And they said uh the my my and they said my new cards will be in the mail in like a in a couple of weeks.
[AGENT][NEUTRAL] You know this is a group policy and so the addition would have to be through your employer we can't add without notification from your employer.
[CUSTOMER][NEUTRAL] No, no, it was, uh, it was, uh, uh, uh, what you call it? It was time to re-enroll or something like that, and, uh, I kept everything, yes, ma'am.
[AGENT][NEUTRAL] Like renewal, and open enrollment?
[CUSTOMER][NEUTRAL] Yeah, open enrollment, you know what I'm saying, and all I did was just change it, and, uh, she, you know, uh, uh, she took off the the dependents and, and added her and sent my new card uh be in the mail in a couple of weeks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this was like right before [PII].
[AGENT][NEUTRAL] OK, now we can't remove or add anyone without the group's uh permission I mean until we get it from the group we wouldn't do that here without them knowing because it's a group plan.
[CUSTOMER][NEUTRAL] A group plan, how? When I'm the, how's it.
[AGENT][NEUTRAL] Who is your, who is your, how, who is your employer?
[CUSTOMER][NEUTRAL] for
[CUSTOMER][NEUTRAL] The adept HR.
[AGENT][NEUTRAL] OK, so they would be your employer, so you have this policy through that company.
[AGENT][NEUTRAL] A group policy.
[CUSTOMER][NEUTRAL] OK, so, so I don't talk to y'all?
[AGENT][NEUTRAL] Not to add anyone or remove anyone we get that notification from your group so you would need to reach out to your employer, um, and let them know that you're wanting to add your spouse during open enrollment.
[AGENT][NEUTRAL] And then they would send us a form.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] To add your spouse and tell us what day to uh the her her policy should go into effect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And at that time we're able to add with notification from your employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, well, I, I'm not sure who I, who, who do, who do I, I even talk to because this is I'm, I'm using the same number where I talked to the young lady on, you know, like [PII] when open enrollment started.
[AGENT][NEUTRAL] What number did you dial?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But whatever's on my uh it's 90 benefits card.
[AGENT][NEUTRAL] OK, so American Public Life administers your dental policy.
[AGENT][NEUTRAL] And your medical policy, your hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, and, and, and, and that's what I'm talking to, right?
[AGENT][NEUTRAL] Uh, you're speaking with American Public Life.
[AGENT][NEUTRAL] So the
[CUSTOMER][NEUTRAL] Yeah, yeah, because I've been getting.
[CUSTOMER][POSITIVE] I mean I've been getting, you know, uh, statements and stuff from you guys so when I called on the [PII], they just made the adjustment said I'm gonna get new card, you know, new cards uh in a couple of weeks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that's different if you requested an ID card, um, it had to have been for one of the peop yeah, we couldn't request one for your spouse because she's not on the policy.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] No ma'am, what I'm saying is, is when I called on the [PII], it was, it is because I tried to add her, you know, a couple of months ago they say you gotta wait till [PII] to do it. So when I called, uh, they, they got all the information, marriage date, all of that, give all of, all the information, they say, OK, um.
[CUSTOMER][NEUTRAL] The cards will be in the mail, you know, um, on a, uh, in 2 weeks. So what, what I'm asking is, you have, you guys have no, no, um, documentation of that conversation or anything like that?
[AGENT][NEUTRAL] OK, so if you spoke with 90 Degree, that's a totally different company.
[AGENT][NEUTRAL] I can get you and that's the number you gave me the [PII]. They're option one you you selected option two, which brought you to American Public Life. That's who you're speaking with now. So are you saying that you provided that enrollment information to 90 Degree?
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm gonna get you transferred over to that location.
[CUSTOMER][NEUTRAL] OK, but, but, but aren't you
[AGENT][NEUTRAL] And I'll, you know,
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Are you guys, are you guys through 90 degree?
[AGENT][NEUTRAL] OK, we are the insurance company. We're the insurance company.
[CUSTOMER][POSITIVE] Which covers my dental and vision and medical.
[AGENT][NEUTRAL] We handle your dental and your medical policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't even know if 90 degree would be, I think you would need to go back to your employer if you're wanting to add them during open enrollment you wouldn't go through 90 degree.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You would go through your employer to do that.
[CUSTOMER][NEUTRAL] OK, can you, uh.
[CUSTOMER][NEUTRAL] OK, can you, uh, patch me into 90 degree?
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] And did you have any other questions before I get you transferred?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, give me a second, give me 1 2nd and I'll get you connected.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day, [PII], OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Give me one moment, [PII], OK?
[CUSTOMER][NEUTRAL] Hello, and thank you for calling. Just for calling today, you're entitled to a retail rebate of 100.
[CUSTOMER][POSITIVE] Yeah, I'm all right.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in all agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] [PII], thank you so much for holding. I believe their lines are busy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, if you wanna write this number down.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] It's [PII], it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And option one.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII] option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Anything else I can help with today? You're welcome. Thanks for calling APL. Have a good day, [PII] [PII].
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] Mm