AccountId: 011433970860
ContactId: 15ec91c1-e77a-43ad-8eec-5567a8b79456
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345570 ms
Total Talk Time (AGENT): 150389 ms
Total Talk Time (CUSTOMER): 99138 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/15ec91c1-e77a-43ad-8eec-5567a8b79456_20250519T14:03_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII].
[CUSTOMER][NEUTRAL] Hi, good morning, um, I'm calling from the broker's office and um I have a question. We have a group.
[CUSTOMER][NEUTRAL] That just became effective on [PII].
[CUSTOMER][NEUTRAL] And they're asking me, um, do they get like a like a an ID card?
[AGENT][NEUTRAL] Um, what's the, um, group number?
[CUSTOMER][NEUTRAL] Hold on, let me see, I'm trying to find it. Give me a second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know if we've got a group number yet hold on.
[CUSTOMER][NEUTRAL] Wait, um, I don't think we've got a group number yet.
[AGENT][NEUTRAL] Um, let me see what's the.
[CUSTOMER][NEUTRAL] Is it, is it a GMA number? Could it be a GMA number? No.
[AGENT][NEUTRAL] Uh, is it a 5 digit number?
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, what's the group name?
[CUSTOMER][NEUTRAL] No, I don't, I.
[CUSTOMER][NEUTRAL] The group name is Capote, C A P O T E.
[AGENT][NEUTRAL] CAP.
[CUSTOMER][NEUTRAL] And the second
[AGENT][NEUTRAL] CAP.
[CUSTOMER][NEUTRAL] No, no. C like C like in cat, A like in apple, P like in Peter, O like in Oscar, T as in Tom, E as in Edward.
[CUSTOMER][NEUTRAL] Capote.
[AGENT][NEUTRAL] OK. Either I am completely slow, um, C as in cat, A as in apple, is it P as in Paul or E as in egg, um, egg?
[CUSTOMER][NEUTRAL] Yeah, P as in Paul, P as in Paul, yes, [PII] Oscar, [PII].
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] And then the second word is [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] A [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] it's 8.
[AGENT][NEUTRAL] Yeah, it looks like the group number is 80134.
[AGENT][NEUTRAL] It looks like you guys are on midlink.
[CUSTOMER][NEUTRAL] OK, hold on a second, let me write it down.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I'm sorry, can you, um, I'm sorry.
[CUSTOMER][NEUTRAL] It's, what number is it? A like in apple?
[AGENT][NEUTRAL] 80134.
[CUSTOMER][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] 54.
[AGENT][NEUTRAL] 34
[CUSTOMER][NEUTRAL] 034 um and I can what if I go to my mid me link.
[AGENT][NEUTRAL] But I don't see where it's like all the way, I don't see where it's all the way set up, um, so I can't really see what plan they have to let you know if they're gonna get a card or not. But 9 times out of 10, they usually do get an ID card, but it's hard for me to see cause it looks like this is a new group of effective 51, but they don't have like all the.
[AGENT][NEUTRAL] Like it's in the system, but they don't have like the clean product like set up yet, if that makes sense.
[CUSTOMER][NEUTRAL] OK, because one of the members is in the urgent care now and they wanted to know if there's anything that they can give them.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] If anything, cause what we do is they'll just backdate it. So whenever they get all the poli cause I can't even tell you who's on the policy because they don't even have any policies on here yet. Um, so it, I wouldn't have nothing to give her um like a policy number or anything like that cause there's not even, not any policy set up. So what we'll do, what she'll do is um
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Trying to think what she would tell the hospital cause what will, she's still covered because it's a 51 group. Even though I can't see anything whenever they do get it set up, they'll backdate everything to [PII] so that way it'll cover her while she's in the hospital right now. I'm just trying to think in my mom what she could tell them.
[AGENT][NEGATIVE] Cause there's, I don't have a number to even, like, I don't even have a.
[AGENT][NEUTRAL] Policy number to give.
[CUSTOMER][NEUTRAL] Um, if they call, if they call in with their um.
[CUSTOMER][NEUTRAL] With their social, will that help them at all?
[AGENT][NEGATIVE] And I'll be honest, so for instance, if she gave me her social, it wouldn't do anything for me because right now, like when I look at this group, it doesn't have any employees. So I would, if I put her social and it's not tagged to anything. So that's why I was like, it's hard for me to even say.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Tell her to call in because she's not even in the system yet.
[CUSTOMER][POSITIVE] Correct, correct, correct.
[AGENT][NEUTRAL] Um, give me, let me ask claim something real quick. Let me type them.
[AGENT][NEUTRAL] I'm still on here, but um I'm just typing another department real quick.
[CUSTOMER][NEUTRAL] OK.