AccountId: 011433970860
ContactId: e9e15533-c167-4796-9f44-23448762217e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523520 ms
Total Talk Time (AGENT): 199083 ms
Total Talk Time (CUSTOMER): 242452 ms
Interruptions: 7
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/e9e15533-c167-4796-9f44-23448762217e_20250407T13:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, I'm, uh, new client customers and I'm looking to download.
[CUSTOMER][NEUTRAL] Um, my new, uh, new cards.
[CUSTOMER][NEGATIVE] I have access to the account, but I'm looking at the cars there. There's an, uh, an error with the insurance coverage.
[CUSTOMER][NEUTRAL] Uh, don't know if you can help me out.
[AGENT][NEUTRAL] Are you the policy holder?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, uh.
[CUSTOMER][NEUTRAL] Which will be a policy certification right number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] 571
[AGENT][NEUTRAL] You gave me 02611571?
[CUSTOMER][NEUTRAL] As well
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And your first name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] And [PII], what's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII], uh, mailing is [PII].
[AGENT][NEUTRAL] And your email?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you for verifying the information. And how can we help you today?
[CUSTOMER][NEUTRAL] Yeah, looking at the, the card, um, when I checked, you know, all the information for insurance and it says coverage.
[CUSTOMER][NEUTRAL] This employee and child. This is my wife I have myself and my wife, uh, uh, it's not a covered child.
[AGENT][NEUTRAL] OK, so not a single. OK, let me take a look at that.
[CUSTOMER][NEUTRAL] Like when I enter my employer but spouse.
[AGENT][NEUTRAL] Mhm. And what's your spouse's name?
[CUSTOMER][NEUTRAL] Myself.
[CUSTOMER][NEUTRAL] Uh, [PII] somewhere.
[AGENT][NEUTRAL] OK. OK, verify your date of birth for me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so we will send this to the appropriate area, uh, [PII] to look at your application and then get that updated from single parent to employee and spouse or couple coverage.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, exactly, exactly yeah.
[AGENT][NEUTRAL] And then you'll need another card too because it says single parent on your card I believe.
[CUSTOMER][NEUTRAL] Single parent.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mm, I don't see that, but I see this as an employer and child, yeah, well, that the, the group ID is the same and the policy number will be the same, right?
[AGENT][NEUTRAL] Oh it says employee and child.
[AGENT][NEUTRAL] Yeah, OK, so.
[AGENT][NEUTRAL] Yeah, your policy number will remain the same. So just the coverage type.
[CUSTOMER][NEUTRAL] Or no, will it change?
[CUSTOMER][NEUTRAL] And the group
[AGENT][NEUTRAL] Yeah, everything will remain the same. The coverage type will change.
[CUSTOMER][NEUTRAL] In the group too.
[CUSTOMER][NEUTRAL] It's just a coverage.
[AGENT][NEUTRAL] Mhm. From employee and child to spouse.
[CUSTOMER][NEUTRAL] OK, yeah, because I'm gonna, I'm gonna, I'm gonna have, I have a doctor's appointment. I wanna be able to send that this just in case.
[AGENT][NEUTRAL] Is it for you or your spouse, the appointment?
[CUSTOMER][NEUTRAL] But it's fine, um, where?
[CUSTOMER][NEUTRAL] For my spouse, yeah, yeah, my spouse.
[AGENT][NEUTRAL] OK, it's still OK just have give them the card and have them verify uh call us because we have her at her date of birth on file in her name so um they can still call us to verify even though that says child that will not prevent us from verifying the benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] That's something we'll need to correct internally.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh, OK, hopefully it gets, uh, fixed, not, I mean, within a couple days or.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, it shouldn't take it, it should be done today.
[CUSTOMER][NEUTRAL] And uh once they upload it, I mean updated I will be able to download the the new cards right should be the this this will be disposed OK and what what can I download the declaration page that has.
[AGENT][NEUTRAL] The correct ID card. Mhm, yeah.
[CUSTOMER][NEUTRAL] That shows that we're covered we have coverage. Do you know where I can get that?
[AGENT][NEUTRAL] You mean your policy certificate?
[CUSTOMER][NEUTRAL] Yeah, so like that shows that I have insurance with my wife.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so your ID card is proof that you have it, but for your policy benefit information, it's gonna be in your policy document, um, and they're still working on that. You were just recently effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so once the policy has been uploaded into your file, you can download it from the online service center and it'll it'll, uh, tell you what your, uh, benefits are.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Did you want me to go over?
[CUSTOMER][NEUTRAL] Where would that be like on my account.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Where, where, where, where would I access it because I'm in the app right now, I'm in the application.
[AGENT][NEUTRAL] OK, so I'll give you the online, I'll give you the online website address. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's [PII]
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII], uh huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The word [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that's it.
[AGENT][NEUTRAL] Mhm and I can help you create the account if you have time to do that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, you mean my, I already have my account. I see my, I, I already created the account.
[AGENT][NEUTRAL] Oh, you've already created the account?
[CUSTOMER][NEUTRAL] I'm already in the account.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's, yeah, yeah, I already created the account. So where can I find that once it's there on the uploaded files is.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so you should see a dashboard.
[CUSTOMER][NEGATIVE] Yeah no.
[AGENT][NEUTRAL] Um, it's gonna show where your policy certificate is and your ID card.
[CUSTOMER][NEUTRAL] Yes, he contact us claim forms, uh.
[CUSTOMER][NEUTRAL] Yeah, my account.
[AGENT][NEUTRAL] It's the my coverage dashboard.
[CUSTOMER][NEUTRAL] Policy contact you for.
[CUSTOMER][NEUTRAL] College dashboard.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It shows my coverage and then my ID card.
[CUSTOMER][NEUTRAL] I have, yeah, I have my cover.
[AGENT][NEUTRAL] Mhm. And so you're.
[CUSTOMER][NEUTRAL] I see my coverage, uh huh, I see my product.
[CUSTOMER][NEUTRAL] Oh, there's a number, policy number, uh.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, it looks like you were not working on OK perfect.
[AGENT][NEUTRAL] That should be a hyperlink. The policy number should be a hyperlink.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah, but right now currently you guys are working on it, so I'm not able to think that's fine. So once it's ready, then I will be able to access it and then download it, right?
[AGENT][NEUTRAL] Right, your policy.
[AGENT][NEUTRAL] Correct, that's where you would go to click that that hyperlink with the policy number, and it, it'll populate your policy certificate.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, perfect. So just to make sure you have all our information you have are correct right my wife and I myself right and birth date of birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so I show.
[CUSTOMER][NEUTRAL] Address everything.
[AGENT][NEUTRAL] Yeah, you verified your your date of birth, your address, and your email address.
[AGENT][NEUTRAL] And then I show [PII], but it's showing her as a child instead of your spouse, so that needs to be updated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's wrong. Yeah, OK, that's OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, look, I mean, good thing is that that it's gonna be the same number. Let's see that you'll see the same number and then we'll have to call you.
[AGENT][POSITIVE] And we'll, we'll take care of that.
[AGENT][NEUTRAL] Everything else will remain the same.
[AGENT][NEUTRAL] Everything else will remain the same.
[CUSTOMER][NEUTRAL] OK, we'll have to just call you and verify.
[CUSTOMER][NEUTRAL] Also, um, you know in this, uh, once they call they know that it's a mistake, you know, they're fixing it.
[CUSTOMER][NEUTRAL] Is that yeah they you guys already notified.
[AGENT][NEUTRAL] Yeah, I'll document the call.
[AGENT][NEUTRAL] Yeah, I'll document the call.
[CUSTOMER][POSITIVE] Yeah, OK, perfect, thank you.
[CUSTOMER][POSITIVE] Thank you, thank you, appreciate it.
[AGENT][NEUTRAL] Mm, OK. Anything else I can help with?
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] That's, that's all for now. Thank you so much for your help.
[AGENT][POSITIVE] OK, [PII], you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, that's right bye.