AccountId: 011433970860
ContactId: 704c3d83-6213-4ce2-99a4-bc305cd907fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276420 ms
Total Talk Time (AGENT): 51589 ms
Total Talk Time (CUSTOMER): 116136 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/704c3d83-6213-4ce2-99a4-bc305cd907fa_20250624T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm a, uh, human resource representative for the Case Automotive Group. I'm trying to take a look at, I guess we used to have like an employer side, um, to go into APO to pull, uh, cards and update addresses and stuff like that. I'm trying to get access to that. Is there any way that you could help me with that?
[AGENT][NEUTRAL] Uh, sure, I can look at that. And what's your group number?
[CUSTOMER][POSITIVE] Cool, uh, that's a great number. I know it's like 15, hold on, give me a second.
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] Or I can look it up by the name of the group.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] 15371.
[AGENT][NEUTRAL] OK, and uh what was the name of the group?
[CUSTOMER][NEUTRAL] Uh, Rick Case Enterprises.
[AGENT][NEUTRAL] Um, so recently we've upgraded our website so you have to recreate your account. Um, the, the main person that will have to do it first will be the group contact which we have [PII].
[AGENT][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] OK, so I have to ask [PII] to go in and and add her emails and then we can go ahead and make new accounts.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Correct, yeah, so she'll have to create the account and then she'll manage users and then add the staff that she'd like to have access to your account.
[CUSTOMER][NEUTRAL] Got
[CUSTOMER][NEUTRAL] OK, all right, well that makes more sense, um.
[CUSTOMER][NEUTRAL] Could you do me a favor?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you take a look at one of our
[CUSTOMER][NEUTRAL] Associates because we've got a feed from our ADP or or HRS system to um APO and I believe we terminated one of her plans and uh her APL plan but it shouldn't be termed as of [PII]. It should be termed as of [PII] so I just wanted to make sure that in APL that was correct.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Do you have the last name or the policy number?
[CUSTOMER][NEUTRAL] Yeah, so the last name is going to be.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was her first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Was it for a Medin policy?
[AGENT][NEUTRAL] Do you know what type of
[CUSTOMER][NEUTRAL] Sorry, say that again.
[AGENT][NEUTRAL] You know what type of policy it was for?
[AGENT][NEUTRAL] Like plan
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It just gives me a medical gap, yeah, gap, gap based option 3000.
[AGENT][NEUTRAL] Or the gap
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] You have her date of birth by chance?
[CUSTOMER][NEUTRAL] Yes, give me 1 2nd.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, yeah, that's what I got. OK, I've got her active still.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so let me um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me get access to log into APO and then I'll go ahead and terminate her or I'll let, I'll let the uh the feed file through. OK, that works. Thank you, [PII]. I appreciate it.
[CUSTOMER][NEUTRAL] Hello?