AccountId: 011433970860
ContactId: 3ac19d42-9934-463e-83cd-61ed4555c624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453109 ms
Total Talk Time (AGENT): 147566 ms
Total Talk Time (CUSTOMER): 253505 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3ac19d42-9934-463e-83cd-61ed4555c624_20250612T20:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL my name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's uh [PII], heck of a nice guy, APL agent extraordinaire. How are you?
[AGENT][POSITIVE] I'm doing good, [PII] how are you doing?
[CUSTOMER][MIXED] Yeah, always better than most. Hey, [PII], I have a stupid man question. You ready?
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Are the claims is the claim system down on the new enhanced online service center?
[AGENT][NEUTRAL] OK, so I haven't heard of it being down, but we've also been having a lot of issues. I can check and see if that's something that's going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, you have no idea. Yeah, I'm not even a drinker, but I'm waiting for margarita with salt to come from APL.
[AGENT][NEUTRAL] Because we've been having a lot of issues since the new launch, so it's like stuff keeps popping up, so that might be a new.
[CUSTOMER][NEUTRAL] You have no idea.
[CUSTOMER][NEUTRAL] Yeah, that, yeah. And I know these calls are, I know, and these calls are monitored, believe me, I know because somebody told me something wrong and I had some other supervisor call me with the correct information, but somebody owes me a nice steak dinner and a margarita with salt. But, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm like, uh, yeah, I know it is what it is, yeah, because I have somebody.
[AGENT][NEUTRAL] But I can check and see, I can.
[CUSTOMER][NEUTRAL] Well, what's happening is,
[CUSTOMER][NEUTRAL] Um, I'm getting error, an error message that says no us error was found with the information that was entered. Please try again. Um, I'll, and the ladies, yeah.
[AGENT][NEUTRAL] Oh, wait a minute now, that's different.
[AGENT][NEUTRAL] Hold on, so now if they're getting that, if they're getting that message, I thought you meant like they were trying to upload a claim or something, but no, if they're getting, that is a known issue.
[CUSTOMER][NEUTRAL] Well, yeah, that's what it, that's what the broker's saying.
[CUSTOMER][NEUTRAL] Oh, that isn't an issue?
[AGENT][NEUTRAL] X
[AGENT][NEUTRAL] Mhm, because on the with the new system, it's asking for your email versus the old one and asks for your username and password. I would ask them, can they give us a call because I don't want you to really they just need to set up their quick create OSC account and that they're the group or you said the broker, who, which one?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] No, it's, no, in this case, it's an, it's, uh, an insured that's filing the claim, the broker is telling me that there's an error message for some reason.
[CUSTOMER][NEUTRAL] But you know what, she just gave me the EOB.
[AGENT][NEUTRAL] The insured, who's trying to
[CUSTOMER][NEUTRAL] Yeah, hold on, um.
[AGENT][NEUTRAL] So whoever's trying to
[AGENT][NEUTRAL] Whoever is trying to log on, whether it's the insured, the group, the broker, they're just gonna have to create a new account.
[CUSTOMER][NEUTRAL] Go ahead, well, yeah, she's.
[CUSTOMER][NEUTRAL] Yeah, it's the insured, yeah, yeah.
[AGENT][NEUTRAL] Everyone has to.
[CUSTOMER][POSITIVE] OK, I'll tell her to call because, yeah, because she's totally Spanish just even the EOB, which I'm fascinated with is in Spanish, which shows you how old I am. um, OK.
[AGENT][NEUTRAL] Do you want me to have someone give her a call?
[CUSTOMER][NEUTRAL] Alright, I'll just handle it I'll.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Give the insured a call? You said she speaks Spanish?
[CUSTOMER][NEGATIVE] Yeah, the problem
[CUSTOMER][NEUTRAL] Yeah, she speaks Spanish. The problem is, hold on, let me just see.
[AGENT][NEUTRAL] OK, I can have our
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I get you.
[CUSTOMER][NEGATIVE] I'm trying to find out, see what this broker. I never bothered with her because she's kind of a small broker, so I never got access to her accounts so all I all I have is a lady's name and the I don't even have the account number. I have the account name you might wanna look it up that way, um.
[AGENT][NEUTRAL] What's the account name? Mhm.
[CUSTOMER][NEUTRAL] Um, it's called Group Product Alliance. The broker just put his GPA like I gotta remember all this stuff, but it's called the Group Product Alliance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, Global, Global Product Alliance Incorporated.
[AGENT][NEUTRAL] Global credit, OK.
[CUSTOMER][NEUTRAL] Global products, yeah, alliance.
[AGENT][NEUTRAL] Here it is. OK, hold on one second.
[AGENT][NEUTRAL] OK, and what is the member's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII] Oh hold on just for a second.
[CUSTOMER][NEUTRAL] [PII] is her last name and her first name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I think this is her. Does she have any other um
[AGENT][NEUTRAL] What's the, what's her date of birth?
[CUSTOMER][NEUTRAL] Yeah, let me look at, yeah hold on let me see if it's on her on her EOB.
[CUSTOMER][NEUTRAL] Cardholder, [PII], it's gotta be her.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes, that's why I just want to make sure because I saw [PII], um, but I didn't see the first name you said, but that's her. OK, um, so if you like, I can have a, um, our Spanish representative give her a call and help her, you want to do that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][POSITIVE] That would be great. Yeah, that would be excellent if you could.
[AGENT][NEUTRAL] And just for the call, um, can you verify her date of birth?
[CUSTOMER][NEUTRAL] Call the Spanish res yeah.
[CUSTOMER][NEUTRAL] Uh, let me see if I can hold on, let me see if I have any information on this at all.
[CUSTOMER][NEUTRAL] Group product alliance.
[AGENT][NEUTRAL] If not, we could just do your email address and um you already gave.
[CUSTOMER][POSITIVE] No, I'm, I'm scrolling down. I've been really blessed that I have like maybe 1000.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Well, that's a good thing.
[CUSTOMER][NEUTRAL] Uh, companies group product alliance.
[CUSTOMER][POSITIVE] Yeah, my wife, yeah, loves it.
[CUSTOMER][NEUTRAL] Group template product lines [PII].
[CUSTOMER][NEUTRAL] What's uh it's uh what's her name [PII] what again?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Spot right, I gotta look at them.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, it's [PII], what, uh, what's her, she's got two last names. What is it? [PII] or something like that.
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'm searching of everything.
[CUSTOMER][NEUTRAL] Usually is sending everything for this lady, for the broker lady.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm trying to see your application. [PII]. Let's see.
[CUSTOMER][NEUTRAL] I don't have her date of birth. Yeah, I don't have her date of birth. You can get it from her if that person can call, right?
[AGENT][NEUTRAL] It's OK. Um,
[AGENT][NEUTRAL] Yeah, that's fine. Um, I can just to verify the call, can you give um your email address, it's just for [PII].
[CUSTOMER][NEUTRAL] Yeah, the one that's on file is [PII], short for financial because nobody can spell here in [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] All right. Thank you so much.
[CUSTOMER][NEUTRAL] You have no idea. That's why they call it [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] Oh my gosh
[AGENT][NEUTRAL] So I've already, um, I'm speaking to one of my supervisors so that we can have um our Spanish representative give her a call and help her.
[CUSTOMER][POSITIVE] OK, I'd appreciate it.
[CUSTOMER][POSITIVE] Alright thank you I appreciate it immensely thank you.
[AGENT][NEUTRAL] You're welcome. Was there anything else I can help you with today, Mrs. [PII]?
[CUSTOMER][POSITIVE] No, no, thank you so much. Have a great day, OK?
[AGENT][POSITIVE] You also, thanks for calling APL. Have a great weekend. All right, bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye. Thank you. You too. Bye.