AccountId: 011433970860
ContactId: a0da8f57-9dd8-4570-be75-9c27b6ee2097
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 561239 ms
Total Talk Time (AGENT): 246760 ms
Total Talk Time (CUSTOMER): 177294 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/a0da8f57-9dd8-4570-be75-9c27b6ee2097_20250325T18:49_UTC.wav
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[AGENT][NEUTRAL] We want to start this pesto.
[CUSTOMER][NEUTRAL] Do you speak English, please?
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes, good afternoon.
[CUSTOMER][NEUTRAL] OK, I don't know.
[AGENT][NEUTRAL] My name is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from a um an employer. Uh, our plan will be effective on [PII].
[AGENT][NEUTRAL] That's.
[AGENT][NEUTRAL] When would be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I am trying to register.
[CUSTOMER][NEUTRAL] And it tells me it doesn't know who my group number is. Do I have to register after 41?
[AGENT][POSITIVE] Mhm. That's a really good question. [PII], what is the group number that you have?
[CUSTOMER][NEUTRAL] The group number I was given was 26993.
[AGENT][NEUTRAL] Let me see if this group numbers already in the system, bear with me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] 26993.
[AGENT][NEUTRAL] What is the name of the um
[AGENT][NEUTRAL] The company.
[CUSTOMER][NEUTRAL] Orthopedic specialists in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], let me ask you this, are you, um, the contact that we have in the company?
[AGENT][NEUTRAL] To be able to um how this um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Handle this information. I'm sorry. OK, good.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], what is your last name if you don't mind?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see I found you here.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me one sec.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] This is interesting.
[AGENT][POSITIVE] All right. I'll send it, just give me one second on the phone. I'll be right back with you. Let me do a little more research about the situation. I'll be right back. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] [PII], good morning. Um, good afternoon. How are you doing? This is [PII] from Claims.
[CUSTOMER][POSITIVE] Hi [PII], I'm good. How are you?
[AGENT][POSITIVE] I'm very good, thank you for asking. [PII], I have a question for you. I have a um a group on the phone. Her name is [PII] from group number 26993.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I couldn't get the, the last time. She said, she gave me the last time, but the call was breaking out so um she said she's uh the contact we have in the company and the reason she's calling is because she was trying to register in our website, but um.
[AGENT][NEUTRAL] She was told that the policy will be effective beginning on [PII], um.
[AGENT][NEUTRAL] Is this the reason why she's not able to register yet or not? Or she should be able to do that?
[CUSTOMER][NEUTRAL] It could be because they're not active at this time. Hold on just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, I know. I forgot you guys handle the insurance.
[CUSTOMER][NEUTRAL] Yeah, we do the customer we don't usually deal with the, yeah.
[AGENT][NEUTRAL] Yeah, I know. I'm sorry. I always forget.
[AGENT][NEUTRAL] I forget, but I mean.
[CUSTOMER][POSITIVE] No, it's no problem. I can uh I can check on it real quick.
[AGENT][NEUTRAL] I, I, I'll call you guys to see if you if.
[AGENT][POSITIVE] Sure, thank you very much. I appreciate it.
[CUSTOMER][NEUTRAL] No problem, hold on just a second. Let me, uh, just shoot a message real quick to a friend.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's the thing, I always get confused when, when we get a call from, you know,
[AGENT][NEGATIVE] From a person with this kind of issues, I always go to the customer services either.
[AGENT][NEUTRAL] I always forget that when there's a group that has to go directly to the villa. Sorry for that.
[CUSTOMER][POSITIVE] Yeah, no, it's all right. I sent, I sent somebody in group bill in a message real quick and see if they can give us an answer so you don't have to call back into them and.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So we don't keep Miss [PII] on the phone for too long, hopefully.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] She has read it and I think she's responding. Hold on, let's see.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, she's saying that she thought that if they were set up in line already that they should be able to set up the OSC.
[CUSTOMER][NEUTRAL] Oh, so that doesn't help us right, [PII], yeah, go ahead and call over to group billing and uh hopefully somebody over there can help her out.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Awesome. Thank you. I appreciate it, [PII].
[CUSTOMER][POSITIVE] No problem. You're welcome. Bye.
[AGENT][POSITIVE] Have a good one.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], good afternoon. How are you doing? This is [PII] from Claims.
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][POSITIVE] Very good, thank you. [PII], I have a question for you. I have a um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] from group number 266 I'm 26993 on the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, apparently she is the, the contact that we have in the company and the reason she's calling today is because she was trying to register online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But every time she's, you know, she introduced the, the group number, the system says that that group does not exist.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and she was wondering why, I mean, actually she was wondering if the reason of, of that is because her policy or the policy for the whole group, it will start.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective effective date is on [PII]. Will that be the reason or not?
[CUSTOMER][NEUTRAL] Let me see, um, so that shouldn't affect them being able to set up the account um it could be that maybe something that she's entering in doesn't match what we have um for the group information um so I can verify that with her did you happen to verify any like of her address or email or phone or anything?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, not really. You know what, I, that's something I always either forgot or, or I never knew how to exactly do that, you know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's OK. Um.
[CUSTOMER][NEUTRAL] Yeah, that's OK that it could be that maybe some some of that information, um, maybe we have it different in the system and so it doesn't recognize it while she's trying to create that but I can verify that information with her and see if that could be the issue.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Excellent. All right. Let me just go back to her and let her know that she's gonna be transferred to you and you're gonna um take it from there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Give me just one second, [PII]. Don't hang up, please.
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Thank you very much for holding. I appreciate your patience. [PII], I'm gonna transfer your call to the uh billing department so they can help you uh setting up the account. Apparently, um, what they told me is that there is, there shouldn't be any issues for you to set up the account, so they just wanna verify some information with you if you don't mind.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that's great thank you I appreciate it.
[AGENT][POSITIVE] Yeah. No problem. All right. I'm gonna transfer you right away. Anything else I can do for you on my part?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I'm perfect thanks a lot.
[AGENT][POSITIVE] Thank you very much for calling APO. Please don't hang up.
[CUSTOMER][NEUTRAL] Let's see.