AccountId: 011433970860
ContactId: 9adef81f-0e76-46cf-94f1-6104457b505a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199190 ms
Total Talk Time (AGENT): 100705 ms
Total Talk Time (CUSTOMER): 69441 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/9adef81f-0e76-46cf-94f1-6104457b505a_20250604T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, I'm getting an error trying to pull ID cards online. I was hoping you could send me PDF versions and mail out hard copies to the members.
[AGENT][NEUTRAL] OK, are you with a group or are you an individual? You're the broker. OK, I'm gonna go ahead and get your name and number if you don't mind.
[CUSTOMER][NEUTRAL] Uh, broker.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. My name is [PII].
[AGENT][NEUTRAL] Your number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] OK, my name is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII] and what is the name of the brokerage that you're with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Employer benefits consulting.
[AGENT][NEUTRAL] OK, I'm gonna go ahead and transfer you on over to broker resources so that they can help you further as far as being able to get those ID cards for you, OK?
[CUSTOMER][NEGATIVE] Um, this, I mean this is the number that popped up on the website because I had already called broker resources and they were not able to send them to me.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Either.
[AGENT][NEUTRAL] OK, but you're with the.
[CUSTOMER][NEUTRAL] Like I called them first.
[AGENT][NEUTRAL] OK. You're with the brokerage firm though?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the group number you're trying to get the ID cards for?
[CUSTOMER][NEUTRAL] 26744.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and you, you said you're with Benefit Consultants, is that correct?
[CUSTOMER][NEUTRAL] Employer benefits consulting.
[AGENT][NEUTRAL] OK, yes ma'am if you're with the brokerage um with the broker I will have to transfer for you over to broker resources and I'll let them know why you're calling and that you're trying to get um cards for your employees.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Yeah, I mean they, they know that they asked me to send an email I need, I need the cards now, you know, and I'm getting an error online so I was hoping you guys could just send them to me immediately.
[AGENT][NEUTRAL] OK, right, we do have a new online service center.
[AGENT][NEUTRAL] And you will have to re-sign up for that under um.
[AGENT][NEUTRAL] Create
[AGENT][NEUTRAL] OSC the new crew.
[CUSTOMER][NEUTRAL] No, we did. I'm, I'm in, I'm in there. I'm, I'm in there, and like, uh-huh.
[AGENT][POSITIVE] You're in OK.
[AGENT][NEUTRAL] And there is an option in there to have um new ID cards on that first page if you click um ID cards.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know I am. I'm clicking. I'm in I'm getting an error message and it says to call this number.
[AGENT][NEUTRAL] OK, so I will need to transfer you to broker resources since that link is not working for you so that they can help you further.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It'll be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] Uh huh, OK, like I said, I already, I already talked to them, so, alright, thank you. I'm gonna reach out to the sales rep. Thank you, bye.
[AGENT][NEUTRAL] Mm.