AccountId: 011433970860
ContactId: f8c2ba11-47d6-4401-b1f6-ea5c3de5d699
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 497940 ms
Total Talk Time (AGENT): 198845 ms
Total Talk Time (CUSTOMER): 247330 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/f8c2ba11-47d6-4401-b1f6-ea5c3de5d699_20250115T18:56_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]. I'm the group benefit administrator for our company, Nutrition Formulators Inc.
[AGENT][NEUTRAL] Hi, Ms. [PII], how are you doing today?
[CUSTOMER][POSITIVE] I am doing fine thank you. uh I have an employee uh that has been a member of APL for years we haven't changed the midlink uh for years.
[CUSTOMER][NEUTRAL] And uh this year, she added her two daughters as dependents on the medical insurance of the company. So yesterday, I went ahead and added the two daughters on the APL Link.
[CUSTOMER][NEGATIVE] That we offer and I don't know what happened, but her name totally disappeared from the website. I don't know what I did.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK. Miss, oh no. Ms. [PII], can you give me um your group number, please?
[CUSTOMER][NEUTRAL] Can you help me? Mhm.
[CUSTOMER][NEUTRAL] Yes, I believe it's 17994. I'm not looking at a bill right now.
[AGENT][NEUTRAL] OK, let me look up that group number real quick.
[CUSTOMER][NEUTRAL] 17994.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 17994. OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And Ms. [PII], how do I spell your last name?
[CUSTOMER][NEUTRAL] [PII] My email reads my nickname, [PII].
[AGENT][NEUTRAL] [PII], yes. OK, thank you. I appreciate that. Um, I, I do see that it is, uh, your group number you were right, it's 17994. Let me, um, look and see if I can find her on the group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I can give you the name.
[AGENT][NEUTRAL] I, I can pull it up with the number that you gave me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'll get that
[AGENT][NEUTRAL] Insured's name from you.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK, what is the insured's name?
[CUSTOMER][NEUTRAL] Last name is [PII]. That's with [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's got, uh, she's got two names. She, she had a [PII]. I don't recall if the [PII] was on also recorded on APL. But her first name is [PII].
[AGENT][NEUTRAL] [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yeah, with, yes, [PII].
[AGENT][NEUTRAL] OK, got it. All right, let me look and see if I can see her.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I don't see her. OK, so what I'm going to do.
[AGENT][NEUTRAL] I'm going
[CUSTOMER][NEUTRAL] If you look at the December bill, if you look at the December bill, you're gonna find her. But I went to, I clicked on uh
[CUSTOMER][NEUTRAL] Let me see what the steps that I did. Just a moment. Let me refresh my mind, but she totally disappeared and I printed her ATL card two days ago and it read individual. So I made sure I went back and added the two dependents, and now she totally disappeared.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so what I'm gonna suggest for you to do, Ms. [PII], we're gonna make sure we get this taken care of. Can you please send an email?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna give you the, to the care team, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK. Oh, I've got it here. OK.
[AGENT][NEUTRAL] Yes, and just.
[AGENT][NEUTRAL] Yes, ma'am, and just in that um email.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Reference what her policy number was, look at your December bill and see what her policy number was, reference the policy number, her name, um, you can also put in there that you want to add the children and put the effective date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And send that to the care team and let them know that you accidentally lapsed your policy and you didn't mean to do that.
[AGENT][NEGATIVE] Just let them know that you, um, you made a mistake and she's not showing up and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that she needs to be active.
[AGENT][NEUTRAL] And her children need to be added to the policy with the effective date and give, give the children's uh date of birth, social security number.
[AGENT][NEUTRAL] So that we can add it in for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. I'll go ahead and send them an email.
[AGENT][POSITIVE] Yes, send an email and then you're welcome and we will take care of it for you we'll add the children and we'll make sure the policy is active, OK? And then somebody will respond back to you and let you know when it's completed.
[CUSTOMER][POSITIVE] Uh, thank you very much.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I have another thing that I wanna check if you give me a moment, that is that I have an employee that is a member since [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And at the beginning she had dependents, but all the dependents lapsed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, but her card still show family instead of individuals. So I addressed that yesterday. If you give me, if, if I, if I, let me, let me take a quick look to see if the virtual card here was already processed. I'm sure this takes a couple of days, but I just wanted to see if you see it over there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, want me to give you her last name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 1677424.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull up the policy number real quick.
[AGENT][NEUTRAL] OK, and can you just verify her name for me?
[CUSTOMER][NEUTRAL] Yeah, it still reads family.
[CUSTOMER][NEUTRAL] Yes, [PII] [PII] or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see that the policy has been put, which is what I was gonna do for you. I was gonna change the policy to make sure it sent a new card under the individual coverage and it looks like somebody has already done that, so it should be a new card coming to her address we have on file that shows individual coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Fantastic. Thank you very, very much, and that will be all for now. Thank you very much.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Is there anything else that I can do for you before we go?
[CUSTOMER][POSITIVE] No, you've been great. Thank you.
[AGENT][POSITIVE] You're welcome. You have a very blessed day and thank you for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] How may I.
[CUSTOMER][NEUTRAL] Don't you no no he said where do you hang up? text.