AccountId: 011433970860
ContactId: ae3ca2c2-c965-4da0-bd48-f4d1e8396062
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383940 ms
Total Talk Time (AGENT): 79571 ms
Total Talk Time (CUSTOMER): 128203 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ae3ca2c2-c965-4da0-bd48-f4d1e8396062_20250128T14:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I work with the broker any Solutions. I had a question on one of our groups. I don't know if you'll be able to help me, please.
[AGENT][NEUTRAL] Sure, I can certainly try and I'm sorry, what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Friendly, that's pretty.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, how can, uh, what's the group that you need help with?
[CUSTOMER][NEUTRAL] The group number is 26751. The Via [PII].
[AGENT][NEUTRAL] OK, and what do you need with this group?
[CUSTOMER][NEUTRAL] So there's an employee, her name is [PII], that she elected benefits with APO, but she's not reflecting in your system. So I don't know what the ADP connection if that information was ever sent to you guys or what you guys need from our end to be able to get her with the benefits she elected.
[AGENT][NEUTRAL] Do you happen to have her social?
[CUSTOMER][NEUTRAL] Yeah, give me one moment, let me look it for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And, um,
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK, let me see this one.
[CUSTOMER][NEUTRAL] Her social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I show that she has, looks like an accident policy with us.
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] And I've got her last name is [PII].
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, she is under the VEF sushi.
[AGENT][NEUTRAL] Billing.
[CUSTOMER][NEUTRAL] B E
[AGENT][NEUTRAL] V as in Victor, yeah, VEF and it's, the group number is 26819.
[CUSTOMER][NEUTRAL] Of sushi. Yeah.
[CUSTOMER][NEUTRAL] 426818.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, 21A because she's trying to put a claim in for her accident.
[CUSTOMER][NEUTRAL] But when she, when we're trying to put in the claim for her, it's saying.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Let me say that what you're saying, so I don't know.
[CUSTOMER][NEGATIVE] It's saying that they cannot find her, like, we can't find her in APR at all. So if I log into the APR portal, like, even when I logged into the portal and I couldn't find her at all.
[AGENT][NEUTRAL] Uh, let me
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Probably because their name is [PII].
[AGENT][NEUTRAL] Let's see if I can find her for you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] and giggles. I'm gonna try and put her in by social. Let's see if I can send her.
[AGENT][NEUTRAL] OK, so if you go into um need to file a claim via ID cards, finding a group search for a group it's a little blue section.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The online service center?
[CUSTOMER][NEUTRAL] Well, I'm going, I have to find, you said the good number is 26817, correct?
[AGENT][NEUTRAL] Yeah, but you can also search by name and social.
[CUSTOMER][NEUTRAL] And uh oh maybe.
[CUSTOMER][NEUTRAL] need to file a claim or so social. Let me look at it.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, OK, so I lost [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, never mind. And I just click your name. I select it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And she wasn't taking its loading. Oh, let us know. I did not know that.
[AGENT][POSITIVE] You learn something new.
[CUSTOMER][NEUTRAL] So in the morning.
[AGENT][NEUTRAL] OK, is that what you needed then?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, um, let me see because it's loading. I pressed I logged on her name and, OK, and then I just so yeah, that's it. Thank you so much for your help.
[AGENT][POSITIVE] You're quite welcome. Is there anything else I can do for you this morning?
[CUSTOMER][POSITIVE] No, ma'am. That is all. Thank you so much.
[AGENT][POSITIVE] Uh, alright, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Bye