AccountId: 011433970860
ContactId: 04f9bc98-e5f6-43bd-b131-a7d04ee98a34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 701760 ms
Total Talk Time (AGENT): 200115 ms
Total Talk Time (CUSTOMER): 385107 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/04f9bc98-e5f6-43bd-b131-a7d04ee98a34_20250424T19:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, good afternoon, my name is [PII] from Alpha Vitamins.
[CUSTOMER][NEUTRAL] I think that my client number, my group number is 231-89.
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected your line?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And let's see, may I have uh the mailing address on file and your email address for verification, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII] and the email address I see is IT at [PII].
[AGENT][POSITIVE] Perfect. And how may I assist you today?
[CUSTOMER][NEUTRAL] Well, today I got in the mail is an envelope with the member's card.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And they were like 10.
[CUSTOMER][NEGATIVE] But like 5 of them have no name on it.
[AGENT][NEUTRAL] 5 cards has no name.
[CUSTOMER][NEUTRAL] No name, yes.
[AGENT][NEUTRAL] Bye bye. Oh OK.
[CUSTOMER][NEUTRAL] I was able I was able to identify who they are because, because of the address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But, but they don't have the name on it.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And I went to see the invoice and say and the invoice for April is the same thing. There are 4 people there are some 55 members with no name.
[AGENT][NEUTRAL] Ah, OK, let me see what's going on. Um, bear with me just a second. I'm gonna go ahead and pull the group uh and check and see what we can do about this, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling APO this is how may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I have a, um, OK, I have a group and I'm not sure if I think I'm in the right place, but I'm not sure how to handle this one. the group number is 231-89.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] And I have the main contact person calling because he has 4 members that are not showing up, the the names are not showing up.
[AGENT][NEUTRAL] We have the social, we have the policy numbers, and but there's no name on their last name and first name, and when he got the cards, he got the cards with names as well. So I don't know if customer service handled it or or not. I, I think it, I think we mean customer service that's OK. I wanna make sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, we would handle it, but let me look at it really quick. GR GR because there might be, OK, I do see them, um, we don't have the names neither the last names. Customer service can add them, but, um, there must be a file feed um issue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, go ahead. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Whenever they sent the file to us there probably was missing information there that's why the system didn't process it. Let me see if they are on file feed. Oh no, they're not.
[CUSTOMER][NEGATIVE] Weird.
[AGENT][NEUTRAL] Mm, I mean.
[CUSTOMER][NEUTRAL] Um, so it's not a foul feed.
[AGENT][NEUTRAL] Yeah, and we have the social, so I guess I can pull the policies. It's just that more than likely they're gonna come without name if I'm not mistaken, but let me, let me just pull one out of curiosity.
[CUSTOMER][NEUTRAL] I mean like
[AGENT][NEUTRAL] I didn't do it. I was like, OK.
[CUSTOMER][NEUTRAL] I am doing that too, should.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] AM
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Uh-huh. Yeah, and I got.
[CUSTOMER][NEUTRAL] Who was the one who processed them?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] Um, she was the one who processed them.
[CUSTOMER][NEUTRAL] Let me look at it really quick.
[AGENT][NEUTRAL] Yeah, and I do see the socials are pulling a name, so I'm not sure why on the group is not pulling a name, but I did pull the first social I've seen and it is pulling a name.
[CUSTOMER][NEUTRAL] Um, I don't see any application though.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, well, no, I, I have the wrong policy, sorry. 2614426. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, no, I don't see the application. I don't know how she processed them.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But we definitely can uh fix it and reorder the policy um ID cards to be sent, but we would need that in written, so it doesn't take like a super long call to add.
[AGENT][NEUTRAL] Do you mind, um, do you mind talking to Mr. [PII] and letting him know that? Yeah, because it's like I do like these are old policies from like this one that I just pulled like just now, the social, they pulled a policy that has been with us since [PII], so that's really, really strange.
[CUSTOMER][NEUTRAL] All of these policies.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] These social jokes are weird, OK.
[CUSTOMER][NEUTRAL] Mhm, yes, there must be uh like a glitch on the system whenever we pull up the policies and it automatically pulls up the old information. The system might have not pulled it up. That's why it's blank.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, got you. OK, well, let me push him in. Uh, let me give you the callback number. It's [PII], and he is the main contact person, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, what is the, uh,
[CUSTOMER][NEUTRAL] [PII], you said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. I got it. And what's his name?
[AGENT][NEUTRAL] [PII] but he goes by [PII].
[CUSTOMER][NEUTRAL] OK, Mr. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, I have it thank you.
[AGENT][POSITIVE] OK, you're welcome. Here he comes. Have a good afternoon.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome. Thank you for holding and being patient for me, Mr. [PII]. I got Miss [PII] on the line and she's gonna assist you with that issue, OK?
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] It does.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello. Good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Hi, good afternoon. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] I am OK.
[CUSTOMER][NEUTRAL] So wait and see if we can get that.
[CUSTOMER][NEUTRAL] Yes, we can. Um, unfortunately, it must have been, uh, uh,
[CUSTOMER][NEGATIVE] Glitch in the system since uh the policies all the information was kind of automatically pulled up there must have been an issue with it that didn't pull up the names because we do have the social security numbers uh we don't have the names last name. The, the social is is only everybody has [PII].
[CUSTOMER][NEUTRAL] Uh, I don't think that, well, at least in the in the invoice.
[CUSTOMER][NEUTRAL] In the in the social is [PII] for everybody.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So maybe the issue do you have a social?
[CUSTOMER][NEUTRAL] Um, yes, I do have here [PII] policies that don't have names, so probably since we're missing that information that call that everyone else had the um that Social Security um issue.
[CUSTOMER][NEUTRAL] I already have the name.
[CUSTOMER][NEUTRAL] Of the employees?
[CUSTOMER][POSITIVE] Because I was able to map it to the address.
[CUSTOMER][NEUTRAL] But maybe you you will be able to do that also.
[CUSTOMER][NEUTRAL] Um, I have.
[CUSTOMER][NEUTRAL] Well, that will be a little bit hard since
[CUSTOMER][NEUTRAL] We would, we do have the social security numbers and going one by one. this will take a little bit of time to fix it over the phone so I already did that.
[CUSTOMER][NEUTRAL] And. Mhm. Uh, I, I have this the, the address. I went through the address and I can't tell you about the policy number, the name of the person.
[CUSTOMER][POSITIVE] OK. OK. We can, we can do that. All right. Um.
[CUSTOMER][NEUTRAL] First policy that I have, well, the thing is that we are missing, allow me just a second to pull up one of these. Um, let's see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] We're missing all their demographic information. The last name, first name, the sex, the date of birth, the effective date of the policy.
[CUSTOMER][NEUTRAL] That, that is what we are missing.
[CUSTOMER][NEUTRAL] You, well, uh,
[CUSTOMER][NEUTRAL] In, in the car.
[CUSTOMER][NEUTRAL] They, they have all the information?
[CUSTOMER][NEUTRAL] Um, and once, if yeah, if, if we can, uh.
[CUSTOMER][NEUTRAL] Um, well.
[CUSTOMER][NEUTRAL] What I'm saying is that right now it it will be hard to just add them one by one. Is there any way that we can get email with that information so we can just process everything at once?
[CUSTOMER][NEUTRAL] Which email should I send that?
[CUSTOMER][NEUTRAL] Um, that will be to the care team.
[CUSTOMER][NEUTRAL] Let me write it down.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Let me get something to buy.
[CUSTOMER][NEUTRAL] OK, give, give me the email please.
[CUSTOMER][NEUTRAL] Care team
[CUSTOMER][NEUTRAL] Care team. Yes.