AccountId: 011433970860
ContactId: 4b8c066d-b8e7-41e3-a00e-90964cde1c6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599700 ms
Total Talk Time (AGENT): 199328 ms
Total Talk Time (CUSTOMER): 270136 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/4b8c066d-b8e7-41e3-a00e-90964cde1c6f_20250128T22:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. May I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to get a copy of a ID card like ASAP.
[AGENT][NEUTRAL] OK, and this is for your policy?
[CUSTOMER][NEUTRAL] No, I'm the administrator. It's actually for my son.
[CUSTOMER][POSITIVE] But he works for us.
[AGENT][NEUTRAL] OK, um, do you have, let me have your name and a callback number and if you have the group number I can use that.
[CUSTOMER][NEUTRAL] Um, my name is, uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my callback number is [PII] and I'm looking for my group number now.
[CUSTOMER][NEUTRAL] Um, hang on, where would I find that online?
[AGENT][NEUTRAL] Um, if you have the group pulled up, it's usually um where the invoice are.
[AGENT][NEUTRAL] Billing.
[CUSTOMER][NEUTRAL] Yeah, I'm looking at um.
[AGENT][NEUTRAL] I'm not sure what tab you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It's loading open invoices. Let me see if I can see an invoice. It says every time I try to download an invoice online, it tells me there's an error. It never works.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Can you click on my account, do you see the group number under my account?
[CUSTOMER][NEUTRAL] I see group contact info payment account manage users.
[AGENT][NEUTRAL] OK, under, uh, group contact information, do you see the group number? It's a small number, it's like 5 digits.
[CUSTOMER][NEUTRAL] No, there's not.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have my payment account manage users and other group contact info. It's got the business name, contact name, phone number, email, and address. That's it.
[AGENT][NEUTRAL] OK, uh, let's see where else it could be. I know that there is any billing, um.
[AGENT][NEUTRAL] Let me see where else is it.
[AGENT][NEUTRAL] What's the name of the employer?
[CUSTOMER][NEUTRAL] Ace planning.
[AGENT][NEUTRAL] Ace plumbing.
[CUSTOMER][NEUTRAL] Mhm, yeah, ACE plumbing.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, um, may I have the mailing address on file and the email address on file?
[CUSTOMER][NEUTRAL] It is [PII]. The email address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so, um, you was not able to pull a card for this number on the website?
[CUSTOMER][NEGATIVE] Uh, I don't, I don't know where to pull it. I've been asking for some of these because about half of my guys don't even have a copy of their card, and I've been asking my broker to get me copies, and I haven't gotten any, and now my son is on his way to the hospital and I need a copy of his card now.
[CUSTOMER][MIXED] So if you can tell me where to find it online, I will be more than happy to do so, but I don't know where to go.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Sure, yes.
[AGENT][NEUTRAL] OK, go to my employees.
[CUSTOMER][NEGATIVE] OK, where's this section is that under? I, I see, I don't even have my employees like.
[CUSTOMER][NEGATIVE] None of this stuff pulls up for me.
[AGENT][NEUTRAL] Manage users?
[CUSTOMER][NEUTRAL] OK manage users.
[CUSTOMER][NEUTRAL] OK, so there's no additional users on the account, create a new user.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Let me make this bigger.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, it's gonna be on my billing. Go ahead and click on my billing and then my employees.
[CUSTOMER][NEUTRAL] OK, I don't see my billing. That's what I'm saying. I, I got, I don't, I have my account. I have group contact. I have payment account and I have manage users. That's it. That's all I got.
[CUSTOMER][NEGATIVE] I don't have my billing.
[AGENT][NEUTRAL] My billing is gonna not gonna be on that side, it's gonna be on the other side, um, where you see the little my account and error is gonna be on the other side. It has a little plus sign and says my billing.
[CUSTOMER][NEUTRAL] OK. I'm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's not been added on here yet, but he was signed up [PII].
[AGENT][NEUTRAL] You don't see him there, OK.
[CUSTOMER][NEUTRAL] Nope, he's not been added in here.
[AGENT][NEUTRAL] OK, let me check the group and see if he's added under the group um what is his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, [PII] is not added. When was the information um sent out to customer service?
[CUSTOMER][NEGATIVE] Yeah, because I have several that would explain why they haven't got their cards if she didn't actually get them added on here yet. I'm very, I'm very fed up with my broker. I'm switching brokers, but I have several employees that signed up like I needed a [PII], [PII], [PII], none of them are on here.
[AGENT][NEUTRAL] Yeah, I don't, I don't see them either and I pulled the whole group. I, I don't see their names. So that means that um we have not received either we have not received the information or they're working on it. I can check with customer service to see if they have received anything. Um, I don't see them listed, but let me see if they have anything in their end, OK, Ms. [PII]? Mhm.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, because we, we did all this back in like November to add them for [PII] so.
[AGENT][NEUTRAL] November.
[AGENT][NEUTRAL] OK, let me see if they have something.
[CUSTOMER][NEUTRAL] Uh, well, I, I gave it, let me rephrase that I gave it to my broker in November when she actually got it to you guys, that's a different story. I don't know.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let me check and see if customer service has anything pending for this group. OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing good how about you?
[AGENT][NEUTRAL] I'm good, I'm good, thank you. Um, I have a, I have a group on the line and um they're saying that there is supposed to be uh some other members added to the group and they're not listed, um, and I cannot see them either, and she wanted to know if we have anything in works. I don't know if that's something that you handle down there or not.
[CUSTOMER][NEUTRAL] What's the um group number?
[AGENT][NEUTRAL] It is 25,830.
[CUSTOMER][NEUTRAL] It's on renewal hold. That's why nobody's issued yet.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, send it to me, yeah, it's not that nothing's in the works. It's the renewal has to be released for the enrollments to be done.
[AGENT][NEUTRAL] Got you. OK. All right. So let me put her in so you can explain that to her because she, she's really upset and she's asking for an ID card that we don't have set up yet, OK? So.
[CUSTOMER][NEUTRAL] Yeah, I'm probably gonna have to transfer her to sales though because I don't, I don't know that's something that, but I'll, I'll tell her the best I can see what she'll take that. What's her callback number, her name?
[AGENT][NEUTRAL] I'm sorry. All right. Thank you. Uh, her name is [PII]. She's the main, the main contact on the group and um the phone number is [PII].
[CUSTOMER][NEUTRAL] What was the last 48
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I got it. Thank you.
[AGENT][POSITIVE] OK, thank you. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Thank you for holding, Ms. [PII]. I can, I got Miss [PII] on the line. She's in the customer service department. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] No yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Um, I'm OK. My son is on his way to the hospital, so I'm a little panicky at the moment, but that's why I'm calling you guys. I need a copy of his gap card.
[CUSTOMER][NEUTRAL] OK. And from what, um,
[CUSTOMER][NEUTRAL] So explained to me, she said she couldn't locate his information and you submitted it in.
[CUSTOMER][NEUTRAL] Already I gave it to my broker how about that? I gave it to my broker. OK, so is he of age or he's supposed to be on your policy? No, he's, he's of age, he lives on his own, he's [PII]. OK, the group is currently going through a renewal hold and because of that, that is why he isn't issued yet we once we get that process he'll be in the system.
[CUSTOMER][NEUTRAL] Um, let me see. Yeah, because it's not just him, it's about 4 other guys too that we added. Right and that's why they're not showing up yet because we're waiting on some documents to be submitted to us maybe I'm not sure or we might have them um it goes through our sales department before it actually gets to us in underwriting as far as new groups so give me just a second let me see if I can locate it and I may have to.