AccountId: 011433970860
ContactId: 1f4a4b04-c361-4c8b-8b52-0e0ec800124a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 683390 ms
Total Talk Time (AGENT): 320932 ms
Total Talk Time (CUSTOMER): 224734 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1f4a4b04-c361-4c8b-8b52-0e0ec800124a_20250310T19:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? It's been a while.
[AGENT][NEUTRAL] Yeah, it's all it has. How are you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'm good, I'm good and you?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Good. Um, I have a, a member on the line and uh she said she got registered to benefits in the car not long ago, but she's supposed to have a policy active right now and there's nothing in the system under her social and her name, um, but I don't see that group either. Do you know anything about Ontrack?
[AGENT][NEUTRAL] On track?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I checked the notes, I checked the I checked the emails. I'm like, I don't see anything about on track. Is that something new?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I have no clue. OK, so it's gonna be through benefits and a card?
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] Let me see. I mean, I can look through the list of um.
[AGENT][NEUTRAL] Their group, let's see.
[CUSTOMER][NEUTRAL] OK, I have a social and I have uh a name.
[AGENT][NEUTRAL] Uh, I don't see a group under Vic called On Track.
[CUSTOMER][NEUTRAL] Right, that's what I, I'm like uh.
[AGENT][NEUTRAL] Yeah, I checked um.
[CUSTOMER][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] Proposal tracker that lists like all of their groups.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I don't see that. Um, what's the social?
[CUSTOMER][NEUTRAL] Um, let me make sure this is the right one.
[CUSTOMER][NEUTRAL] Just a second, let me.
[CUSTOMER][NEUTRAL] Is it again. It's, it's [PII].
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] Miss uh [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, yeah, I'm not pulling up her social. Let me do a name search, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And the, the first name is really hard, so I can spell that out.
[AGENT][NEUTRAL] OK. Yeah, let's see.
[AGENT][NEUTRAL] All right, last name [PII] and then what's the first two letters of her first name?
[CUSTOMER][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's let's just do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] No, the only one we have is a [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, different social, social, so, yeah. Uh, she's gonna need to contact.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her HR department or with and then they'll have to get with benefits in the car because we don't have it and the way that they issue is through the file so.
[CUSTOMER][NEUTRAL] Mhm. Yeah, yeah. OK, so she needs to contact benefits in a car or the HR department?
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Because she said she just contacted benefits in the car, they told her to contact us to get the information of her policy, which that's why I'm like, oh, I don't know what's going on.
[AGENT][NEUTRAL] Let me hold on, let me check and see. Let me go to the big website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And of course, she would call in on a Monday when [PII]'s off.
[CUSTOMER][NEUTRAL] It is, it is like that, you know how it is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And this doggone phone is ringing off the hook today.
[CUSTOMER][NEUTRAL] Yup, they're telling me. Mhm.
[AGENT][NEUTRAL] OK, like I literally just had a phone call a couple of minutes ago and we don't usually get phone calls that, you know, quick.
[CUSTOMER][NEUTRAL] I already feel like I work 10 hours.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, yeah.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh yeah, and ours is like, yeah.
[AGENT][NEUTRAL] Oh my gosh, I don't remember my password. What is my pass?
[CUSTOMER][NEUTRAL] We're eating, we're even getting like uh callbacks and everything, so I'm like, yeah, we must be really busy if we're getting callbacks like this.
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Yeah, it's been crazy. Uh, I put the wrong password in. What is my password?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Uh, let me stress.
[AGENT][NEUTRAL] OK, hold on, where's my notebook with my passwords?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, now [PII] needs me in a training video in a training call. She's gonna have to wait. Let's see. Oh, there's my password. OK.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, come on down. OK, let's see.
[AGENT][NEUTRAL] All right. Her last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And give me the last 4 of her social again.
[CUSTOMER][NEUTRAL] Uh, bear with me. I can't put water. OK, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I think it's [PII]. Let me double check.
[CUSTOMER][NEUTRAL] Refresh, yeah, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, so she does have big coverage.
[AGENT][NEUTRAL] And it is on track staffing benefits.
[CUSTOMER][NEUTRAL] Mm hm.
[AGENT][NEUTRAL] We don't have.
[CUSTOMER][NEUTRAL] On track unless it's something new for us.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And we're, and we're not aware just yet.
[AGENT][POSITIVE] And it's, it started today like it literally started today. Her beginning date is today.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah. Yeah, that's what she said, she's like, but it's supposed to start today, that's why they told me to call this number to get my, my policy number. I'm like, mm, uh oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Alright. Did she say like what kind of policy it was?
[CUSTOMER][NEUTRAL] And we don't have
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, she didn't say. She didn't say at all. Um, no, I have no idea.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And we don't have access to that site, right? We don't, I don't think we do.
[AGENT][NEUTRAL] Yeah, I was just wondering if it was like dental, usually our bigs are dental. I'm looking at that groups um.
[AGENT][NEUTRAL] Benefit summary and I was trying to see if it was even under APL that's what I'm trying to.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Check up, yup, APL.
[CUSTOMER][NEUTRAL] Oh boy. Mmm.
[CUSTOMER][NEUTRAL] Oh is he uh oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Um, so, uh, what should I do with her? She's been on hold for a while, so I need to know what to do with her.
[AGENT][NEUTRAL] Yes, she has, um, tell her that we're gonna have to do some research with it because um we're not showing a policy active for her yet um and.
[CUSTOMER][NEUTRAL] Do you think you can take the call and just get her information to do the call back since uh yeah customer service is the one that's gonna be resourcing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, of course. Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, alright, OK, just to be on the safe side.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Let me put her in, OK? One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes. OK, I got Miss [PII] on the line. She's in the customer service department and I do apologize for that long way we're, we've been trying to track your policy, OK? It's gonna give you some information, OK?
[CUSTOMER][POSITIVE] All right. OK have a good afternoon.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] All right, how you doing?
[AGENT][NEUTRAL] I am good, thank you. Um, so [PII] was telling me that you were calling in to get your policy, um, number and stuff because your policy is supposed to be active today. Um, I'm not showing you in our system yet, but I do see on the benefits in the card website, um, I do see your, your enrollment and I do see that you're it's supposed to start today.
[AGENT][NEUTRAL] Um, so I'm gonna have to do a little bit more research and possibly contact um benefits and a card. The way they send their enrollments to us is on a file feed every night, so it could just be that we, um, we'll get your enrollment tonight.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, would it be OK if I do a little bit of research and give you a call back?
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] All right. And uh what's the best number for me to reach you at?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Ms. [PII]. Well, I've got your information and I am going to look into it and see um if we're supposed to be getting it tonight or um what's going on with it since we haven't gotten it yet. But I do see your enrollment on the benefit and the card website. So I do see it. Um, it's probably just that we haven't gotten it yet and we'll probably get it tonight.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then I'll call you back with your policy number and all that stuff once it gets issued, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright awesome thank you.
[AGENT][POSITIVE] No problem. Was there anything else I could do for you?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] All right, Ms. [PII]. Well, thank you so much for being patient. I do apologize for the wait, um, but I will call you back soon when I get an answer, OK?
[CUSTOMER][POSITIVE] All right thanks.
[AGENT][POSITIVE] Alright, thank you for choosing APL and I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] Thank you. Bye bye.