AccountId: 011433970860
ContactId: 99794eba-3372-4f2e-ba9b-ed5fcaf6c61c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216419 ms
Total Talk Time (AGENT): 94351 ms
Total Talk Time (CUSTOMER): 133178 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/99794eba-3372-4f2e-ba9b-ed5fcaf6c61c_20250108T14:22_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], um, I'm calling from the broker's office. It's more of like a general question about the, the member ID cards for APL, but I can give you, you know, like one of our group numbers uh or a member's information if you wanna bring it up just to get uh an example.
[AGENT][NEUTRAL] OK, so you said that you're calling from the broker's office and you have a question regarding the ID card for a group or a particular member?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Just, no, no, no, no, no, it's just, it's just regarding the formatting of the ID cards, right? It's basically um I have access to the portal, right, for APL, right? And so I can, I can bring up uh an electronic version of the ID card. The question is, do the ID cards, if, if an employee has employee and spouse coverage.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I think the ID card's only gonna list the name of the employee, right? Not, not the employee and the spouse or, and also the spouse doesn't get their own ID card, correct?
[AGENT][NEUTRAL] That's correct. Yes, sir, um, let me pull the group in I mean I can pull up uh this member's information or who am I speaking with first off?
[CUSTOMER][NEUTRAL] Oh OK right
[CUSTOMER][NEUTRAL] Well, my name is [PII]. That's [PII], and you know, [PII] at the end and uh I'll give you a group number, it's uh 17295.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Well, first, OK.
[AGENT][NEUTRAL] OK, thank you. What is your callback number, [PII] in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And which, uh, well, first off, just let me get the group's information pulled up please.
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] And what is the group name?
[CUSTOMER][NEUTRAL] The group name is uh Grove Bay Hospitality.
[AGENT][NEUTRAL] OK, wait just a minute. You said 17295?
[CUSTOMER][NEUTRAL] I'm sorry, I'm sorry, no, no, no, no, no, no, no, no, no, no, I'm sorry, I'm sorry, I, I got I got distracted. United National Close out stores.
[AGENT][NEUTRAL] OK, thank you. And the agent's name and email?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, the agent, the agent, I think, well, our agency is Century Risk Advisors or Century Advisory Services, and the agent, I think you have it as [PII] or you might have it as [PII], but if it's [PII], it's [PII] or if it's under.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then we'll, that's, that's, and then what is your email please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much. OK, so yes, sir, on this group, or, well, on any group, if the ID cards will show the employee's name and then the type of coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, another quick question just last question.
[AGENT][NEUTRAL] And they are sent, uh-huh. When ID cards are sent to them, they get 2.
[CUSTOMER][NEUTRAL] Mhm. No, no, yeah, that, that.
[CUSTOMER][NEUTRAL] OK, they get a pair got it. OK, now the next quick just very quick question is, uh, you guys provide a member portal like a website?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Um, but not there's, you guys don't provide a member app, right, at least not yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct, that is correct, yes. Uh-huh.
[CUSTOMER][POSITIVE] Done. Perfect, perfect. OK. All right, that's all I needed. Uh, no, thank you so much. I very greatly appreciate it.
[AGENT][POSITIVE] Oh, OK. Well, you are so, that was easy enough. If, if everything could be that easy today, [PII], that would be amazing.
[CUSTOMER][POSITIVE] That's right. OK, thank you so much.
[AGENT][POSITIVE] Well, you're welcome and if that's all I can help you with, thank you again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.