AccountId: 011433970860
ContactId: f4f440ec-3217-46d6-b7dc-70bec9cbcd8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380209 ms
Total Talk Time (AGENT): 251294 ms
Total Talk Time (CUSTOMER): 94119 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/f4f440ec-3217-46d6-b7dc-70bec9cbcd8c_20250303T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][NEUTRAL] Good. I have [PII]. She is the insured, um, under policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 643-693
[CUSTOMER][NEUTRAL] And I show that it's an individual policy listing [PII] only.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But when we we go to the PIBFT screen, it shows family.
[CUSTOMER][NEUTRAL] Now she did say that her spouse was supposed to have been on this policy.
[AGENT][NEUTRAL] Uh, this is weird.
[CUSTOMER][NEGATIVE] And I didn't see any notes um from what the care team can see that indicates anyone was added or removed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I guess the application was processed by the group. Oh, no.
[AGENT][NEUTRAL] It was processed by someone.
[CUSTOMER][NEUTRAL] Yeah, this, this is OK, mode of payment too.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, this is a while ago.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And when was this policy, um,
[AGENT][NEUTRAL] Or did
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] What, um, did she say or mention when was this policy for it?
[CUSTOMER][NEUTRAL] Um, no, I don't show anything in the notes either about it being ported. I mean she's had this since [PII].
[AGENT][NEUTRAL] Mhm. Yes, but if it's mode of pay, um, 3, it means she, she has been taking care of it. OK. Mhm. Yes, sorry. 2, yeah, she has been been taken care of.
[CUSTOMER][NEUTRAL] Yeah, mode of pay 2, motor mode of pay is too.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] Sorry, I was a little confused.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um, OK, uh, it is for employer a while ago.
[AGENT][NEUTRAL] I'm gonna say this is gonna need a review because I'm not sure um the premium she's paying is for a family or for or for individuals. If she has been paying for a family, which back then family would cover the spouse.
[AGENT][NEUTRAL] Um, we can just add the spouse information into the Pine and screen, but if not, then it, it, it is just covering her. So yes, it will need a little bit of a review to look at the premiums and go back to those dates.
[CUSTOMER][NEUTRAL] OK, so can you receive the call and explain that to her?
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much and here she comes, she's real sweet.
[AGENT][POSITIVE] Thank you. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that um we found an error within your policy that we don't see your spouse listed. Um, is that correct?
[CUSTOMER][NEUTRAL] Uh no, I thought he was on there.
[AGENT][NEUTRAL] OK, yes, we do, um, found that that, um, this policy has that it's supposed to be for a family, but we do not have your spouse's information um listed. Um, I would advise uh what I'm gonna do right now is put in a request for a review of the policy, um, to check on the premiums being paid, we will go based on that.
[AGENT][NEUTRAL] If the amount being paid is for a family coverage, I will, what we would need is to just add your husband's information to the policy, um, going back to, um, since it was issued that is back to [PII], um, if the premiums that
[CUSTOMER][NEUTRAL] Well, he hasn't, he hasn't had any cancer at all, but I just, I just was cleaning out my wallet and run across that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I wondered, I, I just wanted to find out about it.
[AGENT][NEUTRAL] Yes, yes, um, but we would like to correct um this since it because if you are paying um the premium for um a family coverage, then he should be listed under it and if it's not, we do have an issue that we do want to correct. Um, we don't want anything um that caused any inconvenience to you.
[AGENT][NEUTRAL] Um, so what I'm gonna do is plug in um a request to do a review, uh, to review the premium, premium being paid and go to the policy certificate and information that we have so we can make this correction for you, Miss [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, well thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh huh and then will you be getting back with me or?
[AGENT][NEUTRAL] Yes, um, it will probably let me look at it really quick.
[AGENT][NEUTRAL] Um, it will either be um Ms. [PII]. Um, she is the one in charge of the state of [PII]. She would be the one, giving it a review in case she is not um available and passes it to me, I will be the one reaching out. Um, let's see, uh, would it be good to send you an email with the information or would you like a call back?
[CUSTOMER][NEUTRAL] Uh, email would be fine.
[AGENT][NEUTRAL] With an email. All right. um, what's the email address verified?
[CUSTOMER][POSITIVE] With the email, yes, that's correct.
[AGENT][NEUTRAL] OK, then we will be using the the email that we have on record.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, alright, well thank you.
[AGENT][POSITIVE] You're welcome and I hope you have a nice day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.