AccountId: 011433970860
ContactId: 5603e0b8-1b3d-4bdf-b5ff-c5cff92e536f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518119 ms
Total Talk Time (AGENT): 215595 ms
Total Talk Time (CUSTOMER): 211362 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/5603e0b8-1b3d-4bdf-b5ff-c5cff92e536f_20250214T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], it's [PII] in care team. How are you?
[AGENT][POSITIVE] Hi [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] Happy it's Friday.
[AGENT][NEUTRAL] I knew you were gonna say that.
[CUSTOMER][NEUTRAL] Even though [PII], I got a Valentine, but my baby, which is fine.
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][POSITIVE] Yeah, he gave me the sweetest car, but he was so funny with it. He said, you're nice and sweet and funny and pretty, and he said, and something else or whatever. I was like, ah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's sweet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's where kids, I don't know if it's just little boys. They're just so freaking funny.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] But um I have Miss [PII], she's calling from a broker's office and she is saying that uh she received an email from the group admin and they had not received cards and I didn't know if um on the EMPL2 screen if it says delivery type is that mean the card is delivered online or is it paper?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see, what's the group number?
[CUSTOMER][NEUTRAL] 24542.
[AGENT][NEUTRAL] Let me see because I'm not 100% sure.
[CUSTOMER][NEUTRAL] And she wanted to double check because uh she has two other groups and she wants to make sure they receive physical cards as well.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, sometimes it might say on the group new business notes let me see real quick it says uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, I think they're supposed to be mailed. Um, one of the notes further back says um mailed to insured, um.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Where on a screen or where can you find that? I don't even know if I have permission.
[AGENT][NEUTRAL] So I just, I looked on the like on the notes tab, um, and then I clicked group new business.
[CUSTOMER][NEUTRAL] Oh, the notes.
[AGENT][NEUTRAL] Uh, but that was, I mean that was back like when the group was effective. I mean, I don't see that it why it would change, um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Drop.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I think this would might I mean somebody in new business would probably be able to answer this a little bit.
[AGENT][NEUTRAL] Better than I would cause I'm not, I'm not really sure. We don't, we don't do anything with the cards, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You might wanna see if you can put it in the chat and see because I don't know how you can call and just get somebody from new business um.
[CUSTOMER][NEUTRAL] Yeah, because the only person, well, I know [PII] and I know [PII], so.
[AGENT][NEUTRAL] Yeah, um, I would put it in the chat and see if somebody can look real quick and tell us, um, because I don't wanna tell you the wrong thing that might be what that means, but I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna still look around, um, and she's wanting them to get, is she wanting the physical cards? Sometimes I know they get sent to the group, but sometimes I know they get sent to the insured. Did she happen to say what they wanted?
[CUSTOMER][NEUTRAL] Uh, sent to the people, to the insurance cause, cause, um.
[AGENT][NEUTRAL] The insured, OK.
[CUSTOMER][NEUTRAL] She is saying that she received an email from the group admin that uh none of them received the cards, so she's getting bombarded or they're getting bombarded with people saying they haven't received their cards.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] ID card request and it says why there but.
[AGENT][NEUTRAL] Yeah, I see the delivery type.
[AGENT][NEUTRAL] I don't know exactly if that's referring to cards though um.
[AGENT][NEUTRAL] If it does, the O might mean online.
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Awesome, thank you so much. Um, hopefully if you sent it hopefully I get an answer.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I see it here hopefully I'm sure somebody will respond back quick um sorry I'm, I just, I don't know for sure that that's what that means so I'd rather have somebody that does know take a look.
[CUSTOMER][NEGATIVE] Oh yeah, cause I don't, well, this one's showing up, oh God, please don't let this one because she had two other groups that she wanted to check to, and I hope, I'm hoping all of them show that they were male.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Do they all show the O there?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, somebody, I mean if that is the case, they somebody in customer service should be able to change something I think where they can have them mailed out um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I would just have to send a hub request.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But it showed well.
[CUSTOMER][NEGATIVE] Come on y'all, hurry up and answer.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] And if it's oh and it well I guess if they want it uh changed to where they get a physical card instead of online then probably have to send an email or something.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Somebody answer, please.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] Hopefully they will. Um, I hate to keep, I hate to keep somebody waiting.
[CUSTOMER][POSITIVE] Oh no, me too, and she's super sweet too she's funny.
[AGENT][POSITIVE] OK, good. OK, good.
[CUSTOMER][POSITIVE] It's always good when you have those type of calls, you know.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Definitely.
[CUSTOMER][NEUTRAL] And she's patient. You know, some might not be, so she, it's always a big deal when they are.
[AGENT][POSITIVE] Good. I know.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Somebody answer.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh alright, I'm about to be a smart but and say hello, start typing out [PII] lyrics.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Usually they're pretty quick.
[CUSTOMER][NEUTRAL] Usually, yeah.
[CUSTOMER][NEUTRAL] Oh, are they in a meeting? No.
[AGENT][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] I think just [PII] is, everybody else is available.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I don't know if I do that, I'll probably get in trouble, which I don't mind. It's fine. Oh, my baby just came home. I didn't even say hey to him.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You'll be fine.
[CUSTOMER][NEUTRAL] Oh, come on. There you go.
[AGENT][NEUTRAL] OK, well, [PII], who's OK, they're checking. OK, good, they're checking.
[CUSTOMER][POSITIVE] Oh, how cute.
[CUSTOMER][NEUTRAL] Hello family. All right. I don't know what's going on with me yesterday. I just kept singing [PII] songs, like uh people type something or lady call and her name was [PII] and automatically my brain went to that. My name is not [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And now today you're on the dole.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, today on [PII], before that it was [PII]. It's like, I just got a Rolodex of songs in my brain.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well, all right, well, I thank you.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Yeah, well, no problem. I'm gonna pay attention in the chat though so that I can know next time this comes up too.
[CUSTOMER][NEUTRAL] And [PII], she's a new business or customer service.
[AGENT][POSITIVE] She's a new business, so she's she's a good one to to be checking into that.
[CUSTOMER][POSITIVE] Oh good deal.
[CUSTOMER][POSITIVE] OK, good deal.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right well you have a great weekend.
[AGENT][POSITIVE] All righty. Well, thank you, [PII], you too.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.