AccountId: 011433970860
ContactId: c10eeea1-c537-43b2-bc20-c63505afe186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 583880 ms
Total Talk Time (AGENT): 196560 ms
Total Talk Time (CUSTOMER): 262193 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c10eeea1-c537-43b2-bc20-c63505afe186_20250117T19:25_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from the [PII]. Um, we just, um, enrolled in January Trinet, and, uh, some of us, some of us have, um, gap insurance with one of our Aetna plans, and we're trying to, uh, get a copy of the, uh, ID card, um, and I'm a new user and I'm trying to, uh, enter my information, but I am not comfortable entering my social security number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And one of the options says to enter my member ID. I don't have a member ID, so how can I enter my new user information without my social?
[AGENT][NEUTRAL] OK. I can check. Let's see, do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] What policy? Can I give you my Aetna policy number?
[AGENT][NEUTRAL] No, ma'am, I'll need the APL policy number.
[AGENT][NEUTRAL] I can look it up by name. What is your last name?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] And who's your employer?
[CUSTOMER][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] They go to [PII].
[AGENT][NEUTRAL] Do you mind spelling [PII], please?
[CUSTOMER][NEUTRAL] Yes, I, I will. One second here.
[CUSTOMER][NEUTRAL] Alright, let me just get up and.
[CUSTOMER][NEUTRAL] That would be BE.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You another word, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you said that you've enrolled in the Medlink policy?
[AGENT][NEUTRAL] Midlink gap
[CUSTOMER][NEUTRAL] They, uh, well.
[CUSTOMER][NEUTRAL] Yes, uh it's, it's with uh with [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am not familiar with uh with that but it's through the insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking a couple of things. Bear with me just one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I, yeah, I think it's yeah, the Medlink 9. Insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm trying to locate
[AGENT][NEUTRAL] Um, that information, do you mind holding just one moment please, ma'am.
[CUSTOMER][POSITIVE] Yes, thank you very much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] And thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][POSITIVE] Hello, [PII]. Happy Friday and 3-day week, and
[CUSTOMER][POSITIVE] Happy Friday to you. How are you?
[AGENT][MIXED] I'm doing well, but I am struggling with something. Do you, I'm hoping you can help me.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] You know, if I'm, it's gonna be something if I call you, huh?
[CUSTOMER][NEGATIVE] Girl, here lately I've been, I've been, I've been to where I can't help myself. That's why I said that.
[AGENT][NEUTRAL] I know what you mean. I have an insured on the line. She's trying to register in, in [PII] and she's having a trouble. She doesn't want to use your social, which I'm just trying to locate her policy cause she wants a card and I can't find her, and she said that her group is.
[CUSTOMER][NEUTRAL] What you got, girl?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh my goodness, that's that new group.
[CUSTOMER][NEUTRAL] Yeah, hang on, hang on, hang on, hang on.
[AGENT][NEUTRAL] I was trying to see if I could get a card and just email it to her so she didn't have to do that.
[CUSTOMER][NEUTRAL] It's, I bet you it's [PII].
[AGENT][NEUTRAL] Well, I put in [PII] and didn't come up with anything cause she says [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] The what now?
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] I think she spelled it. I didn't write it down and of course, it goes away. I think she said it's [PII] [PII].
[CUSTOMER][NEUTRAL] Hang on, let me pull up the master. I generally take stuff, but it's possible my iPhones are tricking me. Hang on.
[AGENT][NEUTRAL] No, I mean,
[AGENT][NEUTRAL] How did you spell it?
[CUSTOMER][NEUTRAL] We have [PII] and it's BET, yeah.
[AGENT][NEUTRAL] Oh, I bet it's B E G H instead of B [PII] E [PII]
[CUSTOMER][NEGATIVE] And here's the problem. Here's the problem. The thing is, is I sent it to get issued because it was supposed to be immediate, but we ran across the hiccup. Sales didn't tell me it was supposed to have divisions. And I'm thinking one of those divisions is supposed to be the [PII].
[CUSTOMER][NEUTRAL] [PII], but I can't make an assumption like that. I have to be told what division should it be. So right now, it's not even processed yet because of that.
[CUSTOMER][NEUTRAL] And I'm waiting for the resources.
[CUSTOMER][NEUTRAL] Um, if you want.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] I can take your name and number and call her back when we get an issue, but that's about all I can do.
[AGENT][NEUTRAL] OK. Can I just get her on the line?
[CUSTOMER][NEUTRAL] Yeah and I'll just have to let her know that we are in the process of processing the group and once we get the information available we'll be able to provide her with the car, but that's why she can't register she's not out there.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK, I'm gonna get her on the line. I do want to reiterate to her that she will need to use your social to set up an account.
[CUSTOMER][NEUTRAL] Oh yeah, she has to or because it's not a it's actually like a unique identifier for them.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] And the OSC, that's why they have.
[AGENT][NEUTRAL] Yeah, she was, she was asking if there's um, you know, cause it says medical ID.
[AGENT][NEGATIVE] Uh, I wish it wouldn't do that.
[CUSTOMER][NEUTRAL] Yeah, that's the providers.
[CUSTOMER][NEUTRAL] Yeah, it's OK. You can put her on. What's her name?
[AGENT][NEUTRAL] [PII] and it was [PII] I forgot her last name.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's OK, I got [PII].
[AGENT][MIXED] That's a bad thing when you start typing it goes away when you look for something, but anyway, let me get Miss [PII] on the line. Thank you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Ms. [PII], thank you for your patience. I do have [PII] in customer service on the line with us, and she is, um, will assist you further. Now I do want to reiterate when creating an account in the online service center it is required to use your social that is a unique identifier for your account and that's why it's requested.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, that's the only way to uh.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] To create an account online. Mhm.
[CUSTOMER][NEUTRAL] Has to be only with the social.
[AGENT][NEUTRAL] You would have to use that.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] You, you would have to um enter in that social security number and that's for your protection too to make sure that you are who you are. Now, that is a secured site.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] It is required to create an account.
[CUSTOMER][NEUTRAL] So you guys cannot find me with uh my name and my.
[AGENT][POSITIVE] Well, I've got, I've got Ms. [PII] on the line in customer service and she's going to assist you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And thank you for calling APO. You have a lovely weekend.
[CUSTOMER][POSITIVE] You too. Thank you very much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good and you? I'm doing well, thanks for asking. So, um, Ms. [PII] was transferring you to me because I informed her that your employer group By [PII] is actually still being processed. Um, we did receive the group information and we're working on getting the enrollments done.
[CUSTOMER][POSITIVE] What I can do is take your contact information and once we get it, I'm hoping it's gonna be today um once we get this done we'll be able to call you and provide you with a temporary ID card as well.
[CUSTOMER][NEUTRAL] OK. uh, so you don't have yet my member ID number? No, ma'am, um, we're in the process again I do apologize but we're in the process of getting the group.