AccountId: 011433970860
ContactId: 993511e1-de66-4568-9ede-5c5618a3c2d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1610180 ms
Total Talk Time (AGENT): 687958 ms
Total Talk Time (CUSTOMER): 695692 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/993511e1-de66-4568-9ede-5c5618a3c2d4_20250214T20:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm with the broker's office, American Bank of Oklahoma, and I'm calling about one of our groups who has APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they just contacted us.
[CUSTOMER][NEUTRAL] Saying um they renewed [PII] and um all members should have received a new card because they went from [PII] to [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they're saying that nobody got ID cards that may or may not be true so I thought I'd call and just start right there first start with you all first because it could be a couple of people saying they missed getting their cards.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, uh.
[CUSTOMER][NEUTRAL] You know how that goes.
[AGENT][NEUTRAL] Yeah, and then I say, you know what, maybe all of them. What's the group number, Miss?
[CUSTOMER][NEUTRAL] So it's Wagner
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Yes, so it's 24542 [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I do. It is [PII].
[CUSTOMER][NEUTRAL] 371.
[CUSTOMER][NEUTRAL] [PII] we just got a new phone number two weeks ago. I'm still trying to remember that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That was fun.
[AGENT][POSITIVE] Oh yeah, I try to get uh remember a new number is always fine.
[CUSTOMER][NEGATIVE] Yeah, we yeah, we moved in our IT. They just, they failed to like notify AT&T and.
[CUSTOMER][NEUTRAL] Then they just they just dropped us and they're like, oh yeah, guess what, you get a new phone number we had to notify carriers and yeah.
[AGENT][POSITIVE] Oh, gracious. Oh.
[CUSTOMER][NEUTRAL] I know, right? I'm like, are we being punked?
[AGENT][NEUTRAL] That's an old school term.
[CUSTOMER][NEUTRAL] Right, I know, right.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, I do.
[AGENT][NEUTRAL] Yeah, the group renewal.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Lord, I think if we all had to remember phone numbers like we did back in the day, I only know one other person's number and that's it.
[CUSTOMER][NEGATIVE] I, I know my husband's, and sometimes I forget my own. I know his better than I know my own, but yes, if I, I've left my phone someplace before and I wasn't able to get it till the next day, I was completely lost because it is my, yeah, it's my phone numbers, it's my, it's my calendar, it's my alarm. It's not because of social media. It's just because it's my, all my contacts. And I'm like, that's a very dangerous thing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, if I lose all my contacts, it's like, well, I don't know your number anymore, sorry.
[CUSTOMER][NEUTRAL] Yeah, my
[CUSTOMER][NEGATIVE] Yeah, my kids, I don't know their phone number. I'm like, OK, I need to, I, yeah, I should change. I need to do something. I need to I need to be better. I need to have, I need to figure something out. Have I done that? No, I have not.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, I only know my mother-in-law's phone number. It's because it's so easy and it's also, um, how we can use the Wi Fi here at home, other than that like I have no idea.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] See
[CUSTOMER][POSITIVE] That's funny that that's the one that you know, uh.
[AGENT][NEUTRAL] That's the only one and it's such a simple number. It's like, oh, OK, and I can teach it to my son, so I'm trying to teach him to remember our phone numbers, uh, if he is ever, if he needs anything because he's too young for a phone at the moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's like you better remember these phone numbers. You might want to write it down somewhere. But um,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] It looks like cards were sent, but um, and they're saying everybody hadn't received a card.
[CUSTOMER][NEUTRAL] Well, her exact
[CUSTOMER][NEUTRAL] The email to me was.
[CUSTOMER][NEUTRAL] Let me scroll back up here.
[CUSTOMER][NEGATIVE] I'm getting flooded today with people asking about their APL card and why they didn't get it. What's the hold up? And I said, well, let me reach out to APL flooded so.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I just, that's why I thought, I just find it hard to believe.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, usually those cars are sent out, um, from what I understand, not long after this information is keyed in the system.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And uh and this is me. I just assume that people get stuff and they just throw it away because they're not paying attention.
[AGENT][NEUTRAL] Most, you'd be surprised if most people say, I think I have a policy with you. I'm not sure, but I don't think I've ever received a card or could have thrown it away. I was like, OK, I can order it for you, but just don't throw it away.
[CUSTOMER][NEUTRAL] Do you know
[CUSTOMER][NEUTRAL] I think this group has had APL for 4 years now I think and I think it was this year was the first time we did a meeting that that it was that when [PII] said brought it up that somebody said what is that?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Up until then, every time they were like.
[CUSTOMER][NEGATIVE] What do we have? There was always like a handful of people didn't matter how many times we went over it like they just didn't pay attention, they didn't, yeah.
[AGENT][NEUTRAL] Or they, oh, I had a coworker say we have a policy with y'all. I was like, uh, I can check and see. Oh, you do.
[CUSTOMER][NEUTRAL] No, I
[AGENT][NEUTRAL] You do have a policy with this like, oh, I didn't even know.
[AGENT][NEUTRAL] Yeah, it happens. I mean, I try to, any email I get, I try to make sure I look at it at least if I want to throw it away.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, he's like this is your card you've got another card and they're like, we have another card, yeah you do and you're leaving money on the table if you don't pay attention.
[CUSTOMER][NEUTRAL] I mean, um, it's.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The daily challenges. OK, so do you, do you see a date when cards were mailed out by chance?
[AGENT][NEUTRAL] Um, it doesn't show a date, but give me one second, let me check with um someone our customer service and they'll verify with me. Do you mind holding for a moment?
[CUSTOMER][NEUTRAL] So I can tell her
[CUSTOMER][POSITIVE] OK, OK, no, not at all. I appreciate you helping me out.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I don't. I ain't got no crystal ball.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] billion dollars.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], um, I have a broker on the phone and she is saying this group, um, like she received an email from Group admin and they, the whole, apparently the whole group had not received cards. Do we, are we able to verify like a date on which they were sent?
[CUSTOMER][NEUTRAL] Mhm, um, do you have 11 of the policy numbers?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] You have to ask me that question, GRP.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 24542.
[CUSTOMER][NEUTRAL] 24542.
[AGENT][NEUTRAL] And it's been newer cards because it looks like they switched uh benefits.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] I have one policy number if you want it or you just.
[CUSTOMER][NEUTRAL] That one was mailed on [PII]. Well, it says online hold on EMPL. What's that group number again?
[AGENT][NEUTRAL] 24542.
[AGENT][NEUTRAL] Don't, aren't cars usually uh sent not long after they were entered in the system?
[CUSTOMER][NEUTRAL] Yes, uh huh and but this one says delivery type oh and that means online, so I don't know that they actually chose to have cards mailed.
[AGENT][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] Is there anything in little about?
[AGENT][NEUTRAL] Um, delivery time, electronic. Well, it says ID card, yes. Oh,
[CUSTOMER][NEUTRAL] But it does say delivery type. Oh, so it's confusing to me. I'm, I'm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, let me check one other thing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Man
[AGENT][NEUTRAL] Lord, where is a hard, OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] If they want copies of everybody's sent to the group, uh, you would need to send a hub request for it because that we have to send it to IT or something like that. I'm not exactly sure where.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But they're the ones that have to do all that.
[AGENT][NEUTRAL] Oh, I know. Oh, ID card, delivery type P should type.
[AGENT][NEUTRAL] File.
[CUSTOMER][NEUTRAL] OK, if it was mailed to P.
[CUSTOMER][NEUTRAL] That would be to the insured.
[AGENT][NEUTRAL] Well it says delivery type. Oh, what does that mean?
[CUSTOMER][NEUTRAL] Online.
[AGENT][NEUTRAL] So, is that for the policies or for or is it like there in the group information is sent?
[AGENT][NEUTRAL] Because this one says, like I'm looking at an example on um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, guru and it says issue type F, delivery type P, but it has cars are issued, so I'm assuming they are male, right?
[CUSTOMER][NEUTRAL] I honestly do not know.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] I've always been told delivery type, oh was that they wanted the cards online, but I could be wrong, so I don't.
[CUSTOMER][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Maybe that's the reason why. All right. Well, I thank you and if I need to, I'll send a um
[AGENT][NEUTRAL] Oh, there's a screen, OK.
[AGENT][NEUTRAL] Uh, first look at MPM and, OK, they do offer cars step two, they don't.
[AGENT][NEUTRAL] We offer cars.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] I'll send a, I'll probably have to send a request to have it mailed to the group. Alright, I appreciate you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, bye.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][POSITIVE] Ma'am, thank you so much for holding.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, delivery time. Well, um, I checked with someone in customer service and they said they were sent out or they would have been mailed out in November.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] But, but I'm looking at delivery type for this group and it's online.
[AGENT][NEUTRAL] So one of the cars is just available online.
[AGENT][NEUTRAL] But
[CUSTOMER][NEGATIVE] Oh, because there's yeah I don't understand how that because not everybody.
[CUSTOMER][NEGATIVE] I don't think everybody would have received them that way.
[AGENT][NEUTRAL] Well, I can send a request to have um the cards mailed out.
[AGENT][NEUTRAL] For the whole group.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, if we can do that, have everything, yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And so we're like how does that show up like the online part?
[AGENT][NEUTRAL] In the online, it from what I understand, they should be able to, if they're on the online service center, uh, be able to see the um individual people in the group and their policies and click on the policy number usually has like a um
[AGENT][NEUTRAL] Like an icon of a card.
[AGENT][NEUTRAL] where they can receive the card.
[CUSTOMER][NEUTRAL] Yeah I mean I can because I'm like on the portal now and I'm looking but like where I mean I guess what I'm trying to say is where it's it's set to go send out online versus mailed out.
[CUSTOMER][NEUTRAL] Like a permanent card mailed out to the employee.
[AGENT][NEUTRAL] That's why I'm, I'm kind of confused on our screen, um, but it shows online.
[CUSTOMER][NEUTRAL] Because we also had City of Hominy in December and we had [PII] and Been in January and I wanna make sure that like all cards went out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I got you. Yes, ma'am. Let me, um, I checked with someone in customer service. Let me just check with someone on our billing department and they can look at the screen and tell me exactly. Uh, do you mind holding for another moment? I apologize.
[CUSTOMER][NEUTRAL] No, huh, do you need, do you need the group numbers for those other, um, those other two that I mentioned?
[AGENT][NEUTRAL] Uh, yes, ma'am, if you would.
[CUSTOMER][NEUTRAL] Oh yes, yeah, so the Holloway Group is 24158.
[CUSTOMER][NEUTRAL] And that was [PII] City of Hominy was 25717.
[CUSTOMER][NEUTRAL] And that was 121.
[AGENT][NEUTRAL] That first one, you said 21458?
[CUSTOMER][NEUTRAL] 24, 24158.
[AGENT][NEUTRAL] 4158, 4158. OK, yes, I'll check with those two.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] Uh, OK, thank you, ma'am. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] No no no
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, Ms. [PII], it's Kiki in care team. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][POSITIVE] Happy it's Friday.
[CUSTOMER][NEUTRAL] I knew you were gonna say that.
[AGENT][NEUTRAL] Even though [PII], I got a Valentine's but my baby, which is fine.
[CUSTOMER][POSITIVE] Yeah, that's fun.
[AGENT][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.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That's sweet
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That's where our kids, I don't know if it's just little boys, they're just so freaking funny.
[CUSTOMER][NEUTRAL] Yes. Yup.
[AGENT][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?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see what's the group number?
[AGENT][NEUTRAL] 24542.
[CUSTOMER][NEUTRAL] Let me see because I'm not 100% sure.
[AGENT][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.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, sometimes it might say on the group new business notes let me see real quick it says uh.
[CUSTOMER][NEUTRAL] So I think they're supposed to be mailed. Um, one of the notes further back says um mailed to insured, um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Where on the screen or where can you find that? I don't even know if I have permission.
[CUSTOMER][NEUTRAL] So I just I looked on the like on the notes tab um and then I clicked group new business.
[AGENT][NEUTRAL] Oh, the notes.
[CUSTOMER][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.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Drop
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I think this would might I mean somebody in new business would probably be able to answer this a little bit.
[CUSTOMER][MIXED] Better than I would because I'm not I'm not really sure we don't we don't do anything with the cards um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][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.
[AGENT][NEUTRAL] Yeah, because the only person, well, I know [PII] and I know [PII], so.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][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?
[AGENT][NEUTRAL] Uh, sent to the people, to the insurance cause, cause, um,
[CUSTOMER][NEUTRAL] The insured, OK.
[AGENT][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 are getting bombarded with people saying they haven't received their cards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] ID card request and it says why there but.
[CUSTOMER][NEUTRAL] Yeah, I see the delivery type.
[CUSTOMER][NEUTRAL] I don't know exactly if that's referring to cards though um.
[CUSTOMER][NEUTRAL] If it does, the O might mean online.
[AGENT][NEUTRAL] OK. I'm
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Awesome, thank you so much. Um, hopefully I just sent it, hopefully I get an answer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][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.
[AGENT][NEGATIVE] Oh yeah, because 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 want to check to, and I hope, I'm hoping all of them show that they were male.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Do they all show the O there?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][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.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, I would just have to send a hub request.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] But it showed well.
[AGENT][NEGATIVE] Come on y'all, hurry up and answer.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] And if it's, oh, and it, well, I guess if they want it changed to where they get a physical card instead of online, then probably have to send an email or something.
[CUSTOMER][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Somebody answer, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Hopefully they will. Um, I hate to keep, I hate to keep somebody waiting.
[AGENT][POSITIVE] Oh no, me too, and she's super sweet too. She's funny.
[CUSTOMER][POSITIVE] OK, good. OK, good.
[AGENT][POSITIVE] It's always good when you have those type of calls, you know.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Definitely.
[AGENT][NEUTRAL] And she's patient, you know, some might not be, so she, it's always a big deal when they are.
[CUSTOMER][POSITIVE] Good. I know.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Somebody answer.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Alright, I'm about to be a smart butt and say hello, start typing out Adele lyrics.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Usually, they're pretty quick.
[AGENT][NEUTRAL] Usually, yeah.
[AGENT][NEUTRAL] Oh, are they in a meeting? No.
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] I think just [PII] is, everybody else is available.
[AGENT][NEUTRAL] Hello.
[AGENT][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.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] You'll be fine.
[AGENT][NEUTRAL] Oh, come on. There you go.
[CUSTOMER][NEUTRAL] OK, well, [PII], who's OK, they're checking. OK, good, they're checking.
[AGENT][POSITIVE] Oh, how cute.
[AGENT][NEUTRAL] Hello family.
[AGENT][NEUTRAL] Alright, I don't know what's going on with me yesterday. I just kept singing [PII] songs, like people type something or lady call and her name was [PII] and automatically my brain went to that. My name is not [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And now today you're on the dole.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, today on [PII], before that it was [PII]. It's like, I just got a Rolodex of songs in my brain.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, alright. Well, I thank you.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, well, uh, no problem. I'm gonna pay attention in the chat though so that I can know next time this comes up too.
[AGENT][NEUTRAL] And [PII], she's a new business or customer service.
[CUSTOMER][POSITIVE] She's a new business, so she's, she's a good one to, to be checking into that.
[AGENT][POSITIVE] Oh, good deal.
[AGENT][POSITIVE] OK, good deal.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. Well, you have a great weekend.
[CUSTOMER][POSITIVE] All righty. Well, thank you, [PII], you too.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Ms. [PII], I'm so sorry for the wait. I'm waiting for.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEGATIVE] Big mess P means mail to the insured team means group and so I guess oh it's online. Oh, I hope not.
[AGENT][NEUTRAL] They're looking. I've got a team of people looking.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, because the whole online thing just doesn't make any sense because they need a card, not a.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, she, I have someone in new business look and they said that ID cards are mail, but the certificates are online, the policy starts are online. So,
[CUSTOMER][NEUTRAL] Uh, OK, yeah. OK, OK.
[AGENT][NEUTRAL] Uh, can you tell?
[AGENT][NEUTRAL] Let's see if she can tell when they were mailed, because usually, like I say, usually when the policies are um completed in the system, um usually it's sent out within 3 to 5 business days or so.
[AGENT][NEUTRAL] But looks like they were mailed. Um, if they, like I said, if they hadn't received them, then I can send a request to have it mailed to the group admin.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, yeah, because it says po[PII] sent on these was [PII] because it looks like that's when [PII] sent the renewal back in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it was
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And then yeah.
[AGENT][NEUTRAL] Alright, well, we got one thing down. I know they were male, but just you know when because maybe.
[CUSTOMER][NEUTRAL] OK, they, they were OK, they.
[AGENT][NEUTRAL] Yeah, she said the ID cards were mailed.
[CUSTOMER][NEUTRAL] I OK they so they were definitely mailed. OK, that's the most important thing so OK and that makes sense because the electronic thing that didn't, yeah, um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, because people need their cars, they will kind of really like know, hey, you have a new card for your new, uh, policy.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, because we were making sure that they knew that they had to throw away their old card um since their benefit changed. So, OK, well, I will let them know that. And yes, it's, I'm trying to think, well, if you say that cards were mailed, then I will just tell her that.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] We'll see who all's missing and then and we'll figure out we'll go from there instead of having all new cards mailed out because that to me sounds like a waste of time until.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I mean, if they have a list of people.
[CUSTOMER][NEUTRAL] And we'll just go do it one at a time.
[AGENT][NEUTRAL] Yeah, they want to give the name and um I don't know if they will have the policy number, then we can definitely send it that way, or request or our customer service in mail.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I'll just have her like give me a list of who she's who all missing and then I can email that in for the people who need a new card who seem to be missing one. I think that's the best way to go about it instead of sending one for every everyone because there's like 180 of them, so yeah.
[AGENT][POSITIVE] OK, awesome. Uh, thank you.
[CUSTOMER][POSITIVE] OK, well, I appreciate all your help, so thank you so much.
[AGENT][POSITIVE] You are welcome.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] All right, have a good rest of your day. Alrighty, bye bye.
[AGENT][POSITIVE] You too. Thanks for calling APL. Bye.