AccountId: 011433970860
ContactId: 00249f41-f102-444b-b788-f2777bc2c119
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1049069 ms
Total Talk Time (AGENT): 250614 ms
Total Talk Time (CUSTOMER): 406395 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/00249f41-f102-444b-b788-f2777bc2c119_20250304T16:12_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], hi, good morning, [PII]. Uh, [PII], I, I'm calling you with a couple of questions, but one, we have an Integra Solutions. We have an employee who's, uh, had an emergency and he's on his way to the hospital. Um, he didn't have his APL card and I was wondering if I could get a digital card for him quickly. His, his, his name is [PII]. Let me look again. I just looked it up and just wanna make sure I say his name. I think it's [PII]. Let me look here.
[AGENT][POSITIVE] Good morning.
[AGENT][POSITIVE] Oh goodness. OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a second. Let me get in here.
[AGENT][NEUTRAL] Let's see, 23755.
[AGENT][NEUTRAL] Policy, let me just getting pulled up real quick.
[CUSTOMER][NEUTRAL] I don't know which group he's in, to be honest with you. I really don't know. I'm in.
[AGENT][NEUTRAL] Oh, that's OK. That's OK. It's OK. Well, I, I can look real quick.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Lean, what did you say the last name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Did you say like [PII] that's like OK.
[AGENT][NEUTRAL] What he must be with the other group. I don't see him on this one, so yes.
[CUSTOMER][NEUTRAL] He's not with Integra.
[AGENT][NEUTRAL] Yeah, no, it looks like he's with that MV. It's gonna be with it IMV that's the name of it, yeah. Let me get a look at that real quick. I just wanna make sure I've got him in here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 26696. I need to remember I got the other one memorized but not that one. I need to memorize that 26696. OK.
[AGENT][NEUTRAL] My policy
[AGENT][NEUTRAL] Active. OK, [PII]. There he is. [PII]. So yeah, so I can email you a card that's so I'll get that over to you here in just a few minutes. But what other questions? Mhm.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] OK, can I have a few new people coming on the gap, and I know now that ADP has a direct EDI feed to APL, um, but when I checked this person yesterday, I don't think she showed up. I wasn't sure if it's because you guys are in the uh uh renewal because there are 31 renewal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. Mhm.
[CUSTOMER][NEUTRAL] But her name, her name is [PII], first name [PII], last name [PII].
[AGENT][NEUTRAL] What group is she with?
[CUSTOMER][NEUTRAL] Uh she's Integra.
[AGENT][NEUTRAL] Integer, OK, one second.
[AGENT][NEUTRAL] I know if it's in renewal status, all that stuff goes on hold, so let's check that first. Let's see.
[AGENT][NEUTRAL] Renewal placed on renewal hold. Let's see group renewal process. OK, so let's go look and see.
[CUSTOMER][NEUTRAL] [PII], do you have the ability to send me that card while I'm talking to you?
[AGENT][NEUTRAL] Yeah, well, I've got to pull it up in another sys. I have to pull it up in another system, but yes, I can do that. I'm pulling that.
[CUSTOMER][NEUTRAL] Or do you have to
[CUSTOMER][NEUTRAL] Yeah, let me, let, let me just let you do that please because uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They need an ASAP OK.
[CUSTOMER][POSITIVE] These are, yeah, these are the things that separate us from other people, you know, and we really take good care of these clients.
[AGENT][POSITIVE] Exactly. The service makes sense, OK.
[AGENT][NEUTRAL] One second, I'm waiting on the system to come up there it is OK.
[AGENT][NEUTRAL] I don't see [PII] under just because I'm looking at that simultaneously. I'm not seeing that her on here under Integra.
[CUSTOMER][NEUTRAL] Should I just send it to you direct so we don't have to just guess.
[AGENT][NEUTRAL] Go ahead and yeah just just go ahead and send it and then I'll get it over to her and get it so she can get enrolled, get her on there yeah let's see group number this is.
[AGENT][NEUTRAL] 266.
[AGENT][NEUTRAL] I know I need a policy number.
[AGENT][NEUTRAL] 02488145.
[AGENT][NEUTRAL] OK, policy uh policy ID card.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] Midlake. OK, I'll Alvaro Galva and to me.
[AGENT][NEUTRAL] Right, takes a few minutes for all this to come through.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Pulling up an email now. Bear with me just a second. I'm gonna resend it to you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK I just sent it.
[CUSTOMER][NEUTRAL] I'm working on just sending this young lady over to you.
[AGENT][NEUTRAL] You're fine. Yeah, you're fine.
[CUSTOMER][NEUTRAL] MS 62-0036. OK, I've got her name, her address, her date of birth, her effective date, her social security number, and she has a daughter. Let me see if she's putting the daughter on on this as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Gap insurance, yes, she's adding a daughter.
[CUSTOMER][NEUTRAL] On here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me see the daughter's name.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] Uh that's daughter's name.
[CUSTOMER][NEUTRAL] Daughter's name is.
[CUSTOMER][NEUTRAL] Let's go back over here.
[CUSTOMER][NEUTRAL] [PII]'s name is [PII]
[CUSTOMER][NEUTRAL] So this is daughter [PII] Alright, [PII].
[CUSTOMER][NEUTRAL] And um her date of birth is.
[CUSTOMER][NEUTRAL] Alright, I think I just heard my computer, so I think that's it. Her date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Um, I don't have a social. I only have the last four of the social there. Let me see if ADP is letting me have the social of the kid.
[CUSTOMER][NEUTRAL] Let's see um.
[CUSTOMER][NEUTRAL] Personal that's her name here social.
[CUSTOMER][NEUTRAL] I don't see an ADP.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I only see the mom social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't see the kids social.
[AGENT][NEUTRAL] Well, we don't have to have the kids social. We don't have to have it, so I would just send over this, OK.
[CUSTOMER][POSITIVE] Yeah, mhm, I got you, yeah.
[CUSTOMER][NEUTRAL] Send over with what you got. OK, just double checking on the benefits, yeah, it's asking for the, OK, so [PII], um, should I just say daughter?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'll just say daughter. Mhm. And her name and date of birth.
[CUSTOMER][NEUTRAL] OK, daughter, OK, yeah, I've got her in here. OK, so I'm sending this to you right now. I'll send it to the [PII] address and I've got one other thing to ask you about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK, and we'll call this uh so she's Integra.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's integra Solutions um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know what division, you know, they always ask for these divisions.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let me see what she shows up here and.
[CUSTOMER][NEUTRAL] She's an Integra build. Should I put that in here?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yeah, she's being billed under Integrity, yes.
[CUSTOMER][NEUTRAL] Yeah, I think I should.
[CUSTOMER][NEUTRAL] Yeah, well, it's called IntegraBuild remember these build people are um.
[AGENT][NEUTRAL] OK. OK. Yeah.
[CUSTOMER][NEUTRAL] That's the division, so I'm just gonna put division.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] Division integra built and I'm just gonna hit send but I'm just looking one more time in here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One more time in here to see if I see anything else about her employment.
[CUSTOMER][NEUTRAL] Alright, here we go, employment, um.
[CUSTOMER][NEUTRAL] Position management project engineer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I don't see anything else that's gonna identified. I, I think we should be able to do it from there though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And which one is this one that you're talking about?
[AGENT][NEUTRAL] Because you did the [PII], right?
[AGENT][NEUTRAL] Is that the first one you added?
[CUSTOMER][NEUTRAL] Uh, this is still, this is the one I'm on right now. I was just looking at the division. OK, so I just sent this. Oh, let me put, let me put the effective yeah, effective date is 31. I have on here. OK, alright, so I think we're good. I'm sending this to you right now. Integra Solutions and then here I'm just gonna put Lima G O M E S Gomes. OK, alright, so that's good.
[AGENT][NEGATIVE] Oh, it still hurt. OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] Alright, so that's done. Let me just forward this ID card.
[CUSTOMER][NEUTRAL] I'll just save it and send it here we'll save it.
[CUSTOMER][NEUTRAL] Galvez
[CUSTOMER][NEUTRAL] OK, and then I wanna move on to this other guy.
[CUSTOMER][NEUTRAL] OK, so we're saving Galvez and now we'll send this here.
[CUSTOMER][NEUTRAL] OK, well insert it attach it.
[CUSTOMER][NEUTRAL] Send it to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] G A L V E
[CUSTOMER][NEUTRAL] Zvez.
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] IT.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we got it and we sent it.
[CUSTOMER][NEUTRAL] Alright, let me just tell her I sent it.
[CUSTOMER][NEUTRAL] And then I'm gonna ask you about a guy named [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], is that what you said? Is he with Integra?
[CUSTOMER][NEUTRAL] He's with uh Integra as well.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Let me just tell [PII] we sent it.
[CUSTOMER][NEUTRAL] OK, it took us 16 minutes to send the card from when I saw it.
[CUSTOMER][NEUTRAL] So I don't think they can complain about that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, I'm on to [PII]. This is this guy would be new.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see him enrolled. I have a, a [PII], but not a [PII], so you said he's new.
[CUSTOMER][NEUTRAL] Yeah, let me go to [PII] in here now, um, the search for people.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, see, we have 2 systems here with um ADP, so he's in the Integra system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, so his benefits were kicking in for 31.
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] So I think what I gotta do is the same thing I just did just to make sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, hold on one second, I'll be right there.
[AGENT][NEUTRAL] You're, you're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I'll do the same thing. I'll send you the, um, I'll I'll send you an email with his info.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep, that's all you're gonna do.
[AGENT][POSITIVE] And we'll get it taken care of, OK?
[CUSTOMER][POSITIVE] OK, so I think we're good. What when will this come out of um.
[CUSTOMER][NEUTRAL] Um, you know, the renewal, when will the renewal be done?
[AGENT][NEUTRAL] Uh, let me look real quick and just check that out. Let's see.
[AGENT][NEUTRAL] I think it's been done because let's see it says group renewal process group place and renewal hold group renewal process, but I don't see where it was released, so I'll follow up with our billing department to make sure this has actually been released and not in hold, um, and I'll see I'll I'll let you know, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Now if you could let me know because I, I have on my desk here the group coverage uh and participation forms to send back, but I want to send them back once I coordinate with you. I think there's 32 people or something like that enrolled in uh in uh IMV and about 27 or 28 or 29 enrolled in Integra. It's about 60, so I just wanna make sure I'm accurate. So once it all flushes out and I'm sending you these couple new people right now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. OK, sounds good. I'll check on that and I'll get back with you, OK?
[CUSTOMER][POSITIVE] Alright, so I'm sending you, sending you this one, this one just uh in in 5 minutes I'll have this one over to you.
[AGENT][POSITIVE] OK, sounds great.
[CUSTOMER][POSITIVE] All right thank you much appreciate it have a good have a good day thanks bye bye.
[AGENT][POSITIVE] All right talk to you soon uh huh have a good day. You too, bye.