AccountId: 011433970860
ContactId: fb580f5a-6ef1-40fb-90df-8a33d23dc9c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 550330 ms
Total Talk Time (AGENT): 217559 ms
Total Talk Time (CUSTOMER): 248320 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/fb580f5a-6ef1-40fb-90df-8a33d23dc9c4_20250128T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling about my policy that I have with you all, um, and my coverage.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My, OK, so.
[CUSTOMER][NEUTRAL] I think my my my estranged husband is still on my policy and I thought that I had that was who was supposed to be removed, but my son got removed.
[AGENT][NEUTRAL] OK, what's, what's your name and policy number? We can take a look at it.
[CUSTOMER][NEUTRAL] OK, my name is [PII] Pleasant.
[CUSTOMER][NEUTRAL] Um, let me look up the policy number because I don't know.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] My account.
[CUSTOMER][NEUTRAL] Where do I find it at?
[CUSTOMER][NEUTRAL] My coverage, my
[AGENT][NEUTRAL] Are you on, are you on our online service center account or do you have, do you have your cards? OK.
[CUSTOMER][NEUTRAL] I'm, uh-huh. Oh, I see it. I have it. It's 1, it's 1422.
[CUSTOMER][NEUTRAL] 545
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII], my mailing address is [PII].
[AGENT][NEUTRAL] And the email address?
[CUSTOMER][NEUTRAL] Um, I'm not sure which one you have, but I think it's [PII].
[AGENT][NEUTRAL] Yep, that's what we have. Thank you for verifying that, [PII]. OK, so let's get into your policy.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And my address is spelled wrong on the on the policy too.
[AGENT][NEUTRAL] What, what should it be?
[CUSTOMER][NEUTRAL] It should be [PII]
[AGENT][NEUTRAL] Your last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Oh, you're, I'm, I'm sorry, you were saying your address was wrong. OK.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Yeah, my address is, yeah.
[AGENT][NEUTRAL] OK, instead of [PII] it should be [PII]
[CUSTOMER][NEGATIVE] Just [PII].
[AGENT][NEUTRAL] [PII], no [PII], OK.
[CUSTOMER][NEUTRAL] Wait a minute, I have to write it down.
[CUSTOMER][NEUTRAL] I'm not, it, it's [PII] It's [PII], it's been a long day.
[AGENT][NEUTRAL] So, [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Street.
[CUSTOMER][NEUTRAL] My mom stays on [PII] too, but hers is the other way.
[AGENT][NEUTRAL] Oh, OK. OK. Oh, so hers is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] OK, so we've changed it to the street name to [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And the zip code and everything is the same is the correct zip code?
[CUSTOMER][POSITIVE] Yes, that's the correct zip code.
[AGENT][NEUTRAL] OK. OK, so we got, we have that updated.
[AGENT][NEUTRAL] Now, let's look at the dependence on this policy.
[AGENT][NEUTRAL] All right. So, is, was your spouse [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. Oh, so there's two [PII] on there. 11 is a Junior and one is.
[AGENT][NEUTRAL] Son and spouse.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And so, so spouse was to have been removed.
[CUSTOMER][NEUTRAL] Yes, and my son OK, his birthday, the spouse was [PII].
[AGENT][NEUTRAL] What's the date of
[AGENT][NEUTRAL] OK, and the dependent?
[CUSTOMER][NEUTRAL] It's the dependent that I want to be on there was [PII], and his date of birth is [PII]. I have twins and I'm wondering if that's what happened they got.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Should [PII]'s son be on here?
[CUSTOMER][POSITIVE] Yes, the fund should be on there.
[AGENT][NEUTRAL] What's his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then do you have another dependent son on the policy?
[CUSTOMER][NEUTRAL] Yes, and I'm trying to see, was he, was he ever on there? [PII]?
[AGENT][NEUTRAL] I see [PII]
[CUSTOMER][NEUTRAL] Yeah, it should have been a [PII] and a [PII]. I have twins.
[AGENT][POSITIVE] OK. Oh, how sweet.
[AGENT][NEUTRAL] So that would have been.
[CUSTOMER][NEUTRAL] Yeah, see you.
[AGENT][POSITIVE] I'm a triplet, so I totally get it.
[CUSTOMER][NEGATIVE] I'm having to buy two cars at one time, but uh it's all hard.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, I know. I love it though. Oh my. So.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you, did you send a request to remove spouse?
[CUSTOMER][NEUTRAL] OK, I'm, I'm so, I'm gonna be honest with you, I'm confused. I, when they came out, we just had our, um, when we had to do the um change my insurance and stuff, yeah. They, I asked to remove my spouse but to leave my son, and I remember him having a hard time like he kept clicking something and it was like, no, that's not the right person, but then he was like, OK, we have it. But I think it still took when he accident, he must have taken [PII] off and left [PII] on.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Open enrollment?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mmm. Everybody is still active. Your spouse is everyone is active. Now, yeah, [PII] is not on here.
[CUSTOMER][NEUTRAL] Uh, I don't know.
[AGENT][NEUTRAL] So maybe that's who he removed?
[CUSTOMER][POSITIVE] Yeah, see, I wanted.
[CUSTOMER][NEGATIVE] That must have been who he removed and it was supposed to be my spouse being removed.
[AGENT][NEUTRAL] OK, so then what we will need for you to do is to contact your employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they would need to send us an email and I'll give you that address removing spouse, be specific since there's two of the same name, [PII] spouse.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the, the date that he is supposed to be removed, is it due to, he has other coverage or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's due to we are no longer together.
[AGENT][NEUTRAL] OK. Do you have the the, OK. So to, to
[CUSTOMER][NEUTRAL] Well, it's just it's a right now it's just separation. I mean, the divorce isn't final.
[AGENT][NEUTRAL] OK, but if you're wanting him to.
[CUSTOMER][NEUTRAL] So I'll just wait to do that until it's fine.
[AGENT][NEUTRAL] Well, it's, it was open enrollment so you could have done it at that time.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So, and that would be a qualifying event to even mid year so to remove spouse [PII] and to add dependent [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] is [PII] [PII]?
[CUSTOMER][NEUTRAL] And and.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it should be [PII], son [PII], son [PII], and son [PII], and son [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]'s a girl, yeah, daughter [PII] and son [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, sorry about that.
[CUSTOMER][NEUTRAL] That's OK and so I just need to send this to my uh insurance department at work and let them know that I need a letter from them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They can email us, they can email the [PII] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yeah they can just send us an email with instructions and to be sure to put your policy number on there or their group number, the group number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'll put it in the notes as well.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][POSITIVE] OK. I surely will. I'm glad I got on here cause I would have never known.
[AGENT][POSITIVE] Oh, you're right.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][NEUTRAL] That is it.
[CUSTOMER][NEUTRAL] Amazon? Oh, I have a question. How long do you have um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As far as placing a claim like um, cause I, I've never done, I've had this policy for a few years and I've never done like the claim on my well visits and all those things. How long do you have to place the claim in for those?
[AGENT][NEUTRAL] To file a claim? There is no timely filing limit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh OK good so I could go and put, OK, alright, because I didn't file a claim on nothing this past year, OK.
[AGENT][NEUTRAL] There's no, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so you can go back to [PII] forward and if you had, you know, a Pap smear or mammogram, you know, you could submit. I actually we just complete a wellness claim form that you can download from our website at [PII] and you just check the test and then the date that you had it done and send that over to us.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty then, well I appreciate it. I think that's it.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] All right, thank you you too bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.