AccountId: 011433970860
ContactId: 249f4689-448e-491c-942d-4d20d2e5edc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386929 ms
Total Talk Time (AGENT): 194649 ms
Total Talk Time (CUSTOMER): 171305 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/249f4689-448e-491c-942d-4d20d2e5edc1_20250121T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII] calling. I'm a broker. I'm calling on my group, um, 261-77 request group search.
[AGENT][NEUTRAL] OK. How can I help you?
[CUSTOMER][NEUTRAL] Um, a number of, um, the employees said they never received ID cards. Um, do you, when you send the ID cards, um, does it go like in the, like when you send them in the mail, are they plastic cards, are they paper, like, like, and.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, it should be in a plain envelope, usually plain white envelope. Let's see. I um.
[CUSTOMER][NEUTRAL] But do they come out, yeah, like did they like laminate them, put them in a small plastic card or just they.
[AGENT][POSITIVE] That's a good question. That's a good question because I've actually never seen one. Hang on, let me ask real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and then the other question is, is it possible to get like a run of everyone's ID card or have them all resent?
[AGENT][NEUTRAL] I was thinking it was, yeah, go ahead.
[AGENT][NEUTRAL] We can have, we can have them resent, yeah, I can do that if they're because we should go to their home address as long as we have the correct addresses that's where they're mailed to. Um, let me just look at this group really quick and see when.
[CUSTOMER][NEUTRAL] OK, sure, sure, they just renewed, so I like some, yeah, so I thought, but like I don't have like a full list like you know, so the HR person said can we just send everyone on the cards.
[AGENT][NEUTRAL] Let's see, release, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, hang on, let me just look really quick. OK, yeah, because there's a released from renewal hold back in December, so they should have did some people receive and some people didn't. I'm just curious, like, OK.
[CUSTOMER][NEUTRAL] Yeah, but it's like half and half, and who knows, like, I, I mean, I, I would think that um
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] We'll have them reset, you know, just to be safe. Let me ask though if they're plastic and how they come.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Waiting on a response. Give me just a second. I should.
[AGENT][NEUTRAL] And they can also if they like log on, you know, if they log in for an account they can also um.
[AGENT][NEUTRAL] Download went online, but let me hang on she have to wait. Give me one second.
[CUSTOMER][NEUTRAL] Yeah, no problem. Also, I'm like looking in here and some people have 1 ID card and some people have 2.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know why that's the case, but.
[AGENT][NEUTRAL] Um, maybe because they have more than one person insured, so their family member can have a card, that's usually.
[CUSTOMER][NEUTRAL] No. Some of these people are single.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh well, that's weird then, unless I've got, do they have more than one product.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Should just be on the med link. OK, well, I don't know. I'll have to, I'll have to look into that because I.
[CUSTOMER][NEGATIVE] Don't say applicant lapsed and it issued a new card. I don't know why.
[AGENT][NEUTRAL] OK, um, if it lapsed, and that would probably generate a new card. If like one coverage lapsed, um, sometimes it'll sign a new policy number, so they'll probably send out a new card. I've seen that happen before too.
[CUSTOMER][NEUTRAL] Oh, OK. Why would it do it for some members and others though, like, wouldn't it just do it for everybody?
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] It's just a handful of members in here.
[AGENT][NEUTRAL] If a bunch of people we would only be on the ones that lapsed and maybe had a new uh policy number issued because it lapsed and then reinstated um let me see if I can find one out there.
[CUSTOMER][NEUTRAL] Yeah, but they didn't
[CUSTOMER][NEUTRAL] Yeah, I can give you, I can give you a few examples. It only it looks like there's only 7 in here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Give me a name.
[CUSTOMER][NEUTRAL] Um, the first one is, yeah, [PII] I mean, they pay their full bill monthly, so I don't know like why specific would last and specific wouldn't.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't see a lapse date on [PII]. That's weird. Hold on, I see a new ad show him as a new ad [PII] and you're showing two new ID cards out there.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, yeah, I showed two cards, but none of them lasted. I mean, and he's not a new hire, he's been there for a while.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I don't know cause I don't.
[AGENT][NEUTRAL] I don't, I don't see a new policy. I just see the one policy number effective [PII] and you're saying that he only has, let's see.
[AGENT][NEUTRAL] It all coverage.
[CUSTOMER][NEUTRAL] One says maybe they had an issue with the issuing the cards because it says lapse 125 and then it says pay to 11125 so maybe.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] Uh, there's a system issue. Um, in any in any case, how do we just resend all of them to everyone's home and then I'll just send instructions like that they can, is it is it's that they can, I can download them or I can download them for people who need them.
[AGENT][NEUTRAL] Had to be
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I mean, I said, we'll go ahead and resend them. That's not a problem. Yeah, we'll definitely go ahead and resend them. I'm just trying to confirm how they're coming to you guys. Um, I do think they come in a plain white envelope and I'm just typing now, sorry, um, I'm assuming it's a plastic card, so hang on just a second because I know if I get it on my end it's just gonna be paper because I could just get an image of it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what I get too. It's a PDF like if people ask for it, I can pull it for them. Did they have the same log in? Is it [PII] or do they have a different log in?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, they go to [PII] and then they have to register for an individual account and then they can see all their stuff. So yeah, it's the same website. Let's see, they're plastic, OK.
[AGENT][NEUTRAL] Yeah, they're plastic cards.
[CUSTOMER][NEUTRAL] OK. Yeah, so I.
[AGENT][NEUTRAL] And they do come in like a plain white envelope.
[AGENT][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] Alright, um, alright, I just let her know I ordered all the ID cards for all the members to be mailed to everyone, um, in the interim if they need a paper copy I can download it and send it.
[AGENT][POSITIVE] I'll request all of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To them or they can register and plug in to I'm sorry, what's the website again for individuals?
[AGENT][NEUTRAL] Um, it's, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Alright, alright. We'll get those out soon. I've been allow 7 to 10 business days for them to be received. OK? All right. You have a great day.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[CUSTOMER][POSITIVE] Alright you too thanks bye.
[AGENT][POSITIVE] Thank you. Bye-bye.