AccountId: 011433970860
ContactId: ebbd4584-8700-49fc-8675-e24f799b293e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349190 ms
Total Talk Time (AGENT): 119902 ms
Total Talk Time (CUSTOMER): 201285 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/ebbd4584-8700-49fc-8675-e24f799b293e_20250311T16:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have an agent on the line. Um, he's calling about a member's policy that he said that it's supposed to be showing as family but it's showing as individual, that it was family before but it switched to an individual for some reason, and he don't know why. I checked the notes, but I don't see anything indicating that it switched or why it switched or what happened.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, and what's that policy number?
[CUSTOMER][NEUTRAL] It's 2603901.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] And he's saying it's supposed to be family?
[CUSTOMER][NEUTRAL] He said that it's supposed to be family, it's family, then it switched to individual, and you don't know why it switched to individual when it's supposed to be family, and I got the agent on the line, Mr. [PII].
[AGENT][NEUTRAL] I don't know, it's like can we put a note. Hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a new policy, so it's, it's always an individual that's how it was.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I'm not sure what happened.
[AGENT][NEUTRAL] Yeah, that didn't
[CUSTOMER][NEUTRAL] But he thinks that it was, yeah.
[AGENT][NEUTRAL] Yeah, they didn't send over the information for the spouse and the children, but I'll let him know what was his name?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] He goes by [PII].
[AGENT][POSITIVE] Yeah. OK. Thank you.
[CUSTOMER][NEUTRAL] OK, you're welcome. Do you need his information like a callback number or the group number or anything like that? I did verify all the information but just in case you need it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now I'm fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. The group number is 17491.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And his callback number is a little bit different, so it's [PII].
[AGENT][NEUTRAL] OK, I got it.
[CUSTOMER][POSITIVE] OK, let me put him through. Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me Mr. [PII]. I got Ms. [PII] on the line. I did explain the situation she's gonna assist you from here OK? Sure, thank you. You're welcome have a good day.
[AGENT][POSITIVE] Uh, good morning [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Uh, Tuesday, moving through the week.
[AGENT][NEUTRAL] OK. Um, she was stating that this policy should be family coverage, um.
[CUSTOMER][NEUTRAL] Correct, if you check the prior year renewal, you would notice a wife and kids. um, he just got his ID card. It shows he said he had a copy which I just downloaded as this as individual. What can we do to update that to family coverage?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I'm showing the, the previous one was family coverage as well.
[CUSTOMER][NEUTRAL] Yeah, and now if you look at the coverage.
[AGENT][NEUTRAL] I mean individual employee only I'm sorry.
[CUSTOMER][NEUTRAL] You mean the prior year was individual?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, so he was always individual then. Interesting. OK.
[AGENT][NEUTRAL] Let me say there's there's one more before that one too.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] This one
[AGENT][NEUTRAL] Yeah, it's always been showing individual if his.
[CUSTOMER][POSITIVE] Interesting.
[AGENT][NEUTRAL] Yeah, if his wife and children are on his major medical, they just need to send us the, the information so we can get them added, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so you have the major medical data, so can we do that strictly for the agent request over the phone or?
[AGENT][NEUTRAL] To the new policy.
[AGENT][NEUTRAL] Uh, we need something in writing.
[CUSTOMER][NEUTRAL] OK, so what do we need to do is there like uh enrollment change form or what do you do?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, well this is sent over on a file so they can either send it over on a file or just send an email with their names and date of births and uh a statement that they are on the major medical.
[CUSTOMER][NEUTRAL] OK, so that.
[CUSTOMER][NEUTRAL] Well, well, yeah, they are, so what do I do have the client, the employees send the email directly to APL?
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Uh, the group, the employer needs to send.
[CUSTOMER][NEUTRAL] So the employer would send it directly to APL for the benefit of the employees. Yeah, well, the employer is the same employee, believe it or not, he's the CFO of the company. So this is the main guy.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So he's the chief financial officer, so he makes all the decisions on it. So, so he would need to send an email from as the employer and himself to add wife and kids and spell it out as far as the name uh what did you need to put their date of birth and Social Security or last four digits or what?
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Yes and
[AGENT][NEUTRAL] Uh, yes, the, the last four dig digits will be fine, and I can give you the email to send that to as well.
[CUSTOMER][NEUTRAL] OK, so date of birth and.
[CUSTOMER][NEUTRAL] OK, where, where would you send it?
[AGENT][NEUTRAL] Um, the email address is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that's [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, very good. So just spell it out his name, list date of birth of everyone, and last four digits, and please and have him make the statement, please add full family coverage, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much. I'll notify him today and let him know. Thank you so much. Have a good one. Bye-bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, right, well, thank you. Have a good day and thank you for calling APL mhm bye.
[CUSTOMER][NEUTRAL] Bye bye bye bye.
[CUSTOMER][NEUTRAL] Bye bye.