AccountId: 011433970860
ContactId: 00cd6a57-82db-4e42-9418-b465c3fc4e67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358950 ms
Total Talk Time (AGENT): 214441 ms
Total Talk Time (CUSTOMER): 139245 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/00cd6a57-82db-4e42-9418-b465c3fc4e67_20250128T22:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][NEUTRAL] I'm good, I'm good, thank you. Um, I have, uh, I have a group on the line and um they're saying that there is supposed to be, uh, some other members added to the group and they're not listed, um, and I cannot see them either, and she wanted to know if we have anything in works. I don't know if that's something that you hand there down there or not.
[AGENT][NEUTRAL] What's the um group number?
[CUSTOMER][NEUTRAL] It is 25,830.
[AGENT][NEUTRAL] It's on renewal hold.
[AGENT][NEUTRAL] That's why nobody's issued yet.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, send it to me, yeah, it's not that nothing's in the works. It's the renewal has to be released for the enrollments to be done.
[CUSTOMER][NEUTRAL] Got you. OK. All right. So let me put her in so you can explain that to her because she, she's really upset and she's asking for an ID card that we don't have set up yet, OK? So.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, I'm probably gonna have to transfer her to sales though because I don't, I don't know that's something that.
[AGENT][NEUTRAL] But I'll, I'll tell her the best I can see what she she'll take that. What's her callback number, her name?
[CUSTOMER][NEUTRAL] OK, I'm sorry. All right, thank you. Uh, her name is [PII]. She's the main, the main contact on the group and um the phone number is [PII].
[AGENT][NEUTRAL] What was the last 48?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I got it. Thank you.
[CUSTOMER][POSITIVE] OK. Thank you. Have a good afternoon.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you for holding, Miss [PII]. Yes, I can, um, I got Miss [PII] on the line. She's in the customer service department. She's gonna assist you from here.
[AGENT][POSITIVE] Good afternoon, Miss
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Um, I'm OK. My son is on his way to the hospital, so I'm a little panicky at the moment, but that's why I'm calling you guys. I need a copy of his gap card.
[AGENT][NEUTRAL] OK. And from what, um,
[AGENT][NEUTRAL] So explain to me, she said she couldn't locate his information and you submitted it in.
[AGENT][NEUTRAL] Already is he supposed to be on your.
[CUSTOMER][NEUTRAL] I gave it to my broker. How about that? I gave it to my broker.
[AGENT][NEUTRAL] OK, so is he of age or he's supposed to be on your policy?
[CUSTOMER][NEUTRAL] No, he's, he's of age. He lives on his own. He's [PII].
[AGENT][NEUTRAL] OK, the group is currently going through a renewal hold and because of that, that is why he isn't issued yet we once we get that process he'll be in the system um let me see.
[CUSTOMER][NEUTRAL] Yeah, because it's not just him, it's about 4 other guys too that we added.
[AGENT][NEUTRAL] Right, and that's why they're not showing up yet because we're waiting on some documents to be submitted to us maybe I'm not sure or we might have them um it goes through our sales department before it actually gets to us in underwriting as far as new groups so give me just a second, let me see if I can locate it and I may have to.
[AGENT][NEUTRAL] I may have to get
[CUSTOMER][NEUTRAL] OK, either way, either way it can be backdated to [PII] when it was supposed to be in effect, right? So today's event will be covered.
[AGENT][POSITIVE] Right, yes, yes, yes.
[AGENT][NEUTRAL] Right. We will backdate anything um that needs to be backdated, especially if it's for the [PII]. Um, what I can do is, Ms. [PII], is get your information and I'm gonna have to check and see where we're at with it and see if we can get it put in real quick and then I can call you back once we got the information completed if you'd like for me to do that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] That would be great as soon as I can get that. I mean my other guys, I need to get them their cards in their hands too just in case they have something happen, but my son just tore his ACL out here in my yard, so I'm, I'm really gonna need that card for him.
[AGENT][NEUTRAL] Right, I understand completely. Alright, Ms. [PII], what I'm gonna do is I got your number and I'm gonna go ahead and when I get off the phone with you, I'm gonna check with our sales team and see where we're at with it. And once we get him issued definitely card is available the first thing in the morning, but I mean the next morning, but we can send you a temporary card and he can always go back to the provider with that and let them know, hey, I do have gap insurance here it is, or if you guys wanna file individually, however you guys feel to do you wanna deal with it as.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, yeah, um, because I don't want him to have to pay the uh.
[CUSTOMER][NEUTRAL] The deductible on it if he doesn't need to.
[AGENT][NEUTRAL] Out of
[AGENT][NEUTRAL] Right, I understand completely. So let me give you my name and I'm just gonna make sure I've got your number correctly. She did provide it to me, but I wanna make sure since I do have to call you back. My name is [PII] and I'm in the customer service department.
[AGENT][NEUTRAL] And the number I'm showing for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] And that's your personal cell phone?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK, just wanted to make sure, um, if it was a work phone if I had to go on a specific time. All right, Ms. [PII], so let me get look into this a little bit further. Hopefully we can get this issue today if not tomorrow the latest, but we should be able to provide you guys with something. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, ma'am. That's it. He's just, he's on his way to the hospital, so I'm trying to
[CUSTOMER][NEUTRAL] Get him. I was just trying to get him his stuff done.
[AGENT][POSITIVE] Yes, ma'am, I understand and I do apologize for the inconvenience, but definitely once everything.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] No, I, I'm, I'm not mad at you guys at all. I don't think it's on you at all. I'm 99.000% sure it's on my broker, so that's OK.
[AGENT][POSITIVE] Um, but I'm gonna get back with you and let you know the status either way. And like I said, I'm just gonna have to check, see if we've got everything we need, and if anything, we might have to have somebody reach out to the broker, but we can definitely do that. That's not a problem, and I will follow up with you tomorrow and let you know, OK?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APO and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.