AccountId: 011433970860
ContactId: f3a1c02d-f70e-4256-98e3-cb955c5872aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 809219 ms
Total Talk Time (AGENT): 403115 ms
Total Talk Time (CUSTOMER): 334957 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/f3a1c02d-f70e-4256-98e3-cb955c5872aa_20250130T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. I have, hello, I, I, I
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'm so sorry, but I got a good one on this one.
[CUSTOMER][NEUTRAL] So if you look at policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me get the policy number she's calling. I've got one agent's office on the line 245-5568 for [PII].
[AGENT][NEUTRAL] 245-568. Am I missing a number?
[CUSTOMER][NEUTRAL] 245-5568
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] OK, so you see that participant for for [PII] that's the same.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Name is a policy holder, so she's saying that he does not have a dependent name [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, email change.
[AGENT][NEUTRAL] OK, that seems like a newborn.
[CUSTOMER][NEUTRAL] Yeah, well, that's what I asked and she said he, he just had a newborn and it's the um [PII] in July. I mean, um.
[CUSTOMER][NEUTRAL] But not [PII], it's a, it's a guy. I mean, it's a girl.
[AGENT][NEUTRAL] And that was in July?
[CUSTOMER][NEUTRAL] Uh, just have, just had one recently, I think November, she said.
[CUSTOMER][NEUTRAL] This has got my head spinning.
[AGENT][NEUTRAL] OK, that that's OK, so probably um stock management didn't have the information of the um newborn like completely, and they just sent like [PII]'s newborn, sometimes they do that, um, and that's how we had it like that.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] There's probably a um claim for him for it for her.
[CUSTOMER][NEGATIVE] We've got several claims.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] With his, with that date of birth, but.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] If he doesn't have a dependent, well, did he at least um knows that there's a lot of claims under that?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] That is a tough one,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and who's on the phone? Is it the insured or the?
[CUSTOMER][NEUTRAL] Agent with associated associates, um, it's, I've got [PII] on the line and she was calling to check the claim status for the insured [PII]. And when I asked, is it for the insured or the dependent [PII], she said he doesn't have a dependent [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I guess we will have to research it. I'm not sure, um.
[AGENT][NEUTRAL] I'll take the call and let him know that um we will have to research and see because there's, if there's claims already paid, there's no way we can um refund money.
[CUSTOMER][NEUTRAL] But we have claims in that dependent's name with that date of birth.
[AGENT][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] Of [PII], yeah.
[CUSTOMER][POSITIVE] This is what's, and she keeps going, this is, it's blowing her mind too.
[AGENT][NEUTRAL] And then yes, it will have to be researched a lot more of those claims. I'm pretty sure we will have to call back with an answer, um.
[AGENT][NEUTRAL] I will, I can take it and let her, him or her. Is it a him?
[CUSTOMER][NEUTRAL] It's her. It's [PII], yeah.
[AGENT][NEUTRAL] Let her, let her know about it.
[CUSTOMER][NEUTRAL] It's just, it's crazy.
[AGENT][NEUTRAL] It's weird because if he doesn't have a dependent then who is claiming those.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or they're probably claiming them under another name who is applying. I can look and see who sent the um notification to add the newborn.
[CUSTOMER][NEUTRAL] Yeah, because um
[CUSTOMER][NEUTRAL] I mean it's the same address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I've got another claim pulled up.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] You know what?
[CUSTOMER][NEUTRAL] What do you, why are you sure?
[CUSTOMER][NEUTRAL] I don't know. I, I'll tell you what.
[CUSTOMER][NEUTRAL] Yeah, let me get her to you and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm gonna, yeah, if you can see who I'm sorry I'm just gonna go and blah blah blah.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I just don't know what to do with this other than we need to definitely.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Investigate who is claiming, putting some claims and um please add new warrant. Oh, this is even weird, it doesn't say who.
[CUSTOMER][NEUTRAL] Yeah, see what's going on.
[AGENT][NEUTRAL] Uh, the notes of the hub request doesn't have the name. Oh, [PII].
[AGENT][NEUTRAL] Real, [PII] real?
[CUSTOMER][NEUTRAL] Who?
[CUSTOMER][NEUTRAL] Never heard of that one.
[AGENT][NEUTRAL] Uh yeah, it's [PII].
[AGENT][NEUTRAL] Camera groups.
[AGENT][NEUTRAL] The email.
[CUSTOMER][NEUTRAL] Uh, I wonder if she's in the imaging department.
[AGENT][NEUTRAL] All right, then I, I, I will get the call and let her know.
[AGENT][NEUTRAL] No we will have to research this one.
[AGENT][NEUTRAL] Um, does she, does she have the at least the, did you gave her the status of the claim, the one she was?
[CUSTOMER][NEUTRAL] We don't have, we don't have it on file. I took care of that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's for the insured.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, give me just a second, let me get her on the line. OK, thank you, [PII]. Thanks.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] [PII], thank you for your patience. I've got [PII] in our customer service department we've been looking in in.
[CUSTOMER][NEUTRAL] Um, I've been explaining to her the situation that insured [PII] does not have a dependent named [PII].
[CUSTOMER][NEUTRAL] Correct. And no de[PII] born in um [PII].
[CUSTOMER][NEUTRAL] That is correct. His dependent children.
[CUSTOMER][NEUTRAL] Which the daughter was just born this month, so she hasn't even been added yet, but he has a dependent son, [PII], born [PII]. [PII], born [PII]. And then this year he added his wife [PII], and she was obviously born [PII], but she was just effective [PII], it was just him and the two children.
[CUSTOMER][NEUTRAL] Well she's going to assist you further and again I did check for that claim for [PII] for the insured for the policyholder, the dad [PII], so I'll let them know right the name on file and that doesn't that doesn't exist. That's right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well, [PII]'s gonna speak with you further, and it's been such a pleasure to assist you, [PII], and thank you for calling DP. Have a wonderful day. Take care. Thanks you too. Take care. Bye bye.
[CUSTOMER][NEUTRAL] Bye. Hi, [PII].
[AGENT][NEUTRAL] Hello, good afternoon. Alright, so for this one, this is a new one for me. Um, what I would say is that I'm gonna go ahead and place an urgent ticket for this one because apparently we have multiple um claims for this dependent that it is um listed here.
[CUSTOMER][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] And for that date of birth.
[AGENT][NEUTRAL] Mhm. Yes, that is why I was um just advising to Miss [PII] that we would have to for sure put an urgent request and have to research about um
[AGENT][NEUTRAL] is dependent.
[CUSTOMER][NEUTRAL] Yeah, because he doesn't have, he, he does not have.
[CUSTOMER][NEUTRAL] A dependent born in [PII]
[AGENT][NEUTRAL] And it's
[AGENT][NEUTRAL] And it's kind of curious because I was the one who added the uh newborn. I was the one who um was requested to do this change. Um, apparently newborn this [PII], um.
[CUSTOMER][NEUTRAL] Which one?
[AGENT][NEUTRAL] Scar scar phone um with that date of birth, yes, I was the one who took care of adding the newborn, um.
[CUSTOMER][NEUTRAL] Our phone.
[CUSTOMER][NEUTRAL] And how, how was the request sent? Cause maybe I can find it in mine.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Our dog management department, they usually receive claims and um files, and that's when we go ahead and add newborns just for the 30 day at no period.
[AGENT][NEUTRAL] Uh, sorry, no, yes, we do add newborns for the 30 day period at no cost. Um, we pretty much we just add them and drop them. If the policy coverage is an individual or couple, um, there's no change in their premium. Um, so that's why we add them and drop them, but since this policy already had dependents listed, uh,
[CUSTOMER][NEUTRAL] Oh, I didn't know that.
[CUSTOMER][NEUTRAL] Oh, I didn't know that.
[CUSTOMER][NEUTRAL] Premium.
[CUSTOMER][NEUTRAL] The dependents stayed because there was no change in premium.
[AGENT][NEUTRAL] Yes, yes, yes, the dependent state. Um, I have the notification, uh, pulled out. This was back in November.
[AGENT][NEUTRAL] Yes, it was back in November, um, same date that those um claims came in, um, there's, there's definitely some paid already.
[CUSTOMER][NEUTRAL] And they were in [PII].
[AGENT][NEUTRAL] Mm, well, I don't, I only can see that they were paid and that there's claims. That's the only part I can see from it. Um, only the claims department would have access to the documents that were sent to us and all of that, yes. Um, so, yes, definitely I will go ahead and put um.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Right, right, have access to that.
[AGENT][NEUTRAL] A ticket for this one to be researched it. Mhm.
[CUSTOMER][NEUTRAL] Yeah, cause definitely, yeah, definitely if it's a newborn, it, it can't be his because his wife just gave birth.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I want January, the first week of January, she just gave birth to a baby girl. So there's no way he could have had 1 [PII] as in [PII]. I know, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Another one, yes.
[AGENT][NEUTRAL] Oh, goodness. OK. Um, other than that, I guess we will just keep an eye on it.
[AGENT][NEUTRAL] Um, this will go to the claims department. I'm just customer service, so they will, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, as long as they're not his, yeah, I just wanna make sure that they're not his, that maybe they gave a wrong date of birth or or something, cause he's an attorney, so God forbid we backtrack on a claim that's his because I don't know, that's just so weird that the same exact name.
[AGENT][NEUTRAL] Yes, uh,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, it is different.
[CUSTOMER][POSITIVE] Um, but yeah, definitely.
[AGENT][NEUTRAL] Uh, with what I was talking with Miss [PII] was that, um, sometimes it happens that when the new, there's no information about the newborn and just newborn like that, we, we pretty much add the same name of the insured with the newborn's date of birth, but in this case, there's no newborn until this month, so yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] Um, alright, um, we will.
[AGENT][NEUTRAL] Try to find out what it is. Um, is there any um email we should be responding back to that I can add to the ticket?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you can do min[PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's funny because, you know, their HR department even reached out to me and goes, oh, I want an APL and they have [PII] listed as a dependent. That's wrong. And I'm like, she must be confused, and now when I call, they tell me the same.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm hoping that there's claims being paid on um him and not a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Other newborn because there is, because there is claims for him with the same date um reported.
[CUSTOMER][NEUTRAL] I know, me too, right?
[AGENT][NEUTRAL] So we just hope is that if not, um we will go ahead and remove that dependent.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Or flag it at least.
[CUSTOMER][POSITIVE] OK. All righty. Thank you, [PII].
[AGENT][POSITIVE] All right. You're very welcome, Miss [PII]. Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Nope, that's it for today. Thank you.
[AGENT][POSITIVE] All right. You're welcome. Have a nice day.
[CUSTOMER][POSITIVE] Take care. You too. Bye bye.
[AGENT][NEUTRAL] Bye bye.