AccountId: 011433970860
ContactId: 804215e8-cc79-4748-ba39-660474e358ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 662820 ms
Total Talk Time (AGENT): 311642 ms
Total Talk Time (CUSTOMER): 298592 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/804215e8-cc79-4748-ba39-660474e358ca_20250424T19:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO this is how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a, um, OK, I have a group and I'm not sure if I think I'm in the right place but I'm not sure how to handle this one. the group number is 231-89.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] And I have the main contact person calling because he has 4 members that are not showing up, the, the names are not showing up.
[CUSTOMER][NEUTRAL] We have the social, we have the policy numbers, and, but there's no name on their last name and first name. And when he got the cards, he got the cards with our names as well. So I don't know if customer service handled it or, or not. I, I think it, I think we mean customer service does. OK. I wanna make sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Yes, we would handle it, but let me look at it really quick. GR GR because there might be, OK, I do see them, um, we don't have the names, neither the last names. Customer service can add them, but um, there must be a file feed um issue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, go ahead. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Whenever they sent the file to us, there probably was missing information there and that's why the system didn't process it. Let me see if they are on file feed. Oh no, they're not.
[AGENT][NEGATIVE] Weird.
[AGENT][NEUTRAL] Um, so it's not a file feed.
[CUSTOMER][NEUTRAL] Mm, I mean.
[CUSTOMER][NEUTRAL] Yeah, we have the social so I guess I can pull the policies. It's just that uh more than likely they're gonna come without name if I'm not mistaken, but let me, let me just pull one out of curiosity.
[AGENT][NEUTRAL] I mean like
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I am doing that too, we should.
[CUSTOMER][NEUTRAL] I didn't do it. I was like, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Am
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Uh-huh. Yeah, and I got.
[AGENT][NEUTRAL] Who was the one who processed them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Mm.
[AGENT][NEUTRAL] Um, she was the one who processed them.
[AGENT][NEUTRAL] Let me look at it really quick.
[CUSTOMER][NEUTRAL] Yeah, and I do see the socials are pulling a name, so I'm not sure why on the group is not pulling a name, but I did pull the first social I've seen, and it is pulling a name.
[AGENT][NEUTRAL] Um, I don't see any application though.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, well, no, I, I have the wrong policy, sorry. [PII]. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, no, I don't see the application. I don't know how she processed them.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] But we definitely can uh fix it and reorder the policy um ID cards to be sent, but we would need that in written, so it doesn't take like a super long call to add.
[AGENT][NEUTRAL] All these policies.
[CUSTOMER][NEUTRAL] Do you mind, um, do you mind talking to Mr. [PII] and letting him know that? Yeah, because it's like I do like, these are old policies from like this one that I just pulled like just now, the social, they pulled a policy that has been with us since [PII], so that's really, really strange.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, there must be uh like a glitch on the system whenever we pull up the policies and it automatically pulls up the old information. The system might have not pulled it up. That's why it's blank.
[CUSTOMER][NEUTRAL] These social jokes are weird. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, got you. OK. Well, let me put him in. Uh, let me give you the callback number. It's [PII] and he is the main contact person, OK?
[AGENT][NEUTRAL] Uh, what is the, uh,
[AGENT][NEUTRAL] [PII], you said [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I got it. And what's his name?
[CUSTOMER][NEUTRAL] [PII] but he goes by [PII].
[AGENT][NEUTRAL] OK, Mr. [PII].
[AGENT][POSITIVE] All right, I have it. Thank you.
[CUSTOMER][POSITIVE] OK, you're welcome. Here he comes. Have a good afternoon.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] You're welcome. Thank you for holding and being patient for you, Mr. [PII]. I got Ms [PII] on the line and she's gonna assist you with that issue, OK? OK, thank you very much. You're welcome. Have a good afternoon. You too. Thank you.
[AGENT][NEUTRAL] Hello. Good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Hi, good afternoon. How are you doing?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] I am OK.
[CUSTOMER][NEUTRAL] So, wait and see if we can get this problem.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yes, we can. Um, unfortunately, it must have been, uh, uh.
[AGENT][NEGATIVE] Glitch in the system since uh the policies well all the information was kind of automatically pulled up. There must have been an issue with it that didn't pull up the names because we do have the social security numbers. Uh, we don't have
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, that.
[AGENT][NEUTRAL] Names, last names.
[CUSTOMER][NEUTRAL] The social
[CUSTOMER][NEUTRAL] The, the, the social is is only everybody has [PII].
[CUSTOMER][NEUTRAL] Uh, I don't think that, well, at least in the in the invoice.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] In the, in on the inbox.
[CUSTOMER][NEUTRAL] Social is [PII] for everybody.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So maybe the issue, do you have a question?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, I do have here 1234 policies that don't have names. So probably since we are missing that information, that cost that everyone else had the um that Social Security um issue.
[CUSTOMER][NEUTRAL] You have to
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I already have the name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of the employees?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I was able to match it to the address.
[CUSTOMER][NEUTRAL] But maybe you, you will be able to do that also.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I have.
[AGENT][NEUTRAL] Well, that will be a little bit hard since
[AGENT][NEUTRAL] We would, we do have the social security numbers and going one by one. this will take a little bit of time to fix it over the phone. So what
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I, I, I already did that and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I, I have this the, the address. I went to the address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I can tell you about the policy number, the name of the person.
[AGENT][POSITIVE] OK. OK. We can, we can do that. All right. Um.
[AGENT][NEUTRAL] First policy that I have, well, the thing is that we are missing, allow me just a second to pull up one of these. Um, let's see.
[AGENT][NEGATIVE] We're missing all their demographic information. The last name, first name, the sex, the date of birth, the effective date of the policy.
[AGENT][NEUTRAL] That, that is what we are missing.
[CUSTOMER][NEUTRAL] You, well, uh,
[CUSTOMER][NEUTRAL] In, in the car.
[CUSTOMER][NEUTRAL] They, they have all the information?
[AGENT][NEUTRAL] Um, and once, if, yeah, if, if we can, uh,
[CUSTOMER][NEUTRAL] Yeah well see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] What I'm saying is that right now it it will be hard to just add them one by one. Is there any way that we can get email with that information so we can just process everything at once?
[CUSTOMER][NEUTRAL] Which email should I send that?
[AGENT][NEUTRAL] Um, that will be to the care team.
[CUSTOMER][NEUTRAL] Let me write it down.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Let me get something to buy.
[CUSTOMER][NEUTRAL] OK, give, give me the email please.
[AGENT][NEUTRAL] Care team.
[CUSTOMER][NEUTRAL] Care team.
[AGENT][NEUTRAL] Yes, yes, at.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, repeat that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. The big [PII] team at [PII] [PII]
[AGENT][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] We see, uh, public is the supermarket here in [PII].
[AGENT][NEUTRAL] Public.
[AGENT][NEUTRAL] Yes, this is public, [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, probably.
[CUSTOMER][NEUTRAL] OK, so I will send the name.
[AGENT][NEUTRAL] Yes, we need the name, last names.
[CUSTOMER][NEUTRAL] The number, the policy number, and the name of the employees.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, we will be needing the date of birth.
[AGENT][NEGATIVE] As well, and uh and their gender. Yes, their gender, that is what we're missing here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No social the social.
[AGENT][NEUTRAL] The social, we do have the socials for them.
[CUSTOMER][NEUTRAL] OK, I will send that to you in the next 15 minutes, well, not to you to that email.
[AGENT][NEUTRAL] Mhm, yes, and what is.
[CUSTOMER][NEUTRAL] And how long do you think that they get their their cards?
[AGENT][NEUTRAL] Um, the cards will be delivered in a period of 7 to 10 business days if they go directly to the insured, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right. Is there any?
[CUSTOMER][NEUTRAL] So I will send that
[CUSTOMER][POSITIVE] That's it. You did perfect. OK.
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you very much. OK.
[AGENT][POSITIVE] Mhm. You have a nice day. You're welcome. Thanks.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.