AccountId: 011433970860
ContactId: c1a38a15-560c-4512-bc63-56f4d91e4a74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253429 ms
Total Talk Time (AGENT): 76409 ms
Total Talk Time (CUSTOMER): 122275 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/c1a38a15-560c-4512-bc63-56f4d91e4a74_20250214T20:48_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have a broker on the phone and she is saying this group, um, like she received an email from Group admin and they, the whole apparently the whole group had not received cards. Do we, are we able to verify like a date on which they were sent?
[AGENT][NEUTRAL] Mhm. Um, do you have 11 of the policy numbers?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You have to ask me that question, GRP.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 24542.
[AGENT][NEUTRAL] 24542.
[CUSTOMER][NEUTRAL] And it's the newer cards because look like they switched uh benefits.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I have one policy number if you want it or you just.
[AGENT][NEUTRAL] That one was mailed on [PII]. Well, it says online hold on EMPL. What's that group number again?
[CUSTOMER][NEUTRAL] 24542.
[CUSTOMER][NEUTRAL] Don't car, are cars usually uh sent not long after they were entered in the system?
[AGENT][NEUTRAL] Yes, uh-huh, and, but this one says delivery type, oh, and that means online. So I don't know that they actually chose to have cards mailed.
[CUSTOMER][NEUTRAL] Let me.
[AGENT][NEUTRAL] Is there anything in little about?
[CUSTOMER][NEUTRAL] Um, delivery time, electronic. Well, it says ID card, yes. Oh,
[AGENT][NEUTRAL] But it does say delivery time. Oh, so it's confusing to me. I'm, I'm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, let me check one other thing.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Man
[CUSTOMER][NEUTRAL] What where is a hard, OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] If they want copies of everybody's sent to the group, uh, you would need to send a hub request for it because that we have to send it to IT or something like that. I'm not exactly sure where.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] But they're the ones that have to do all that.
[CUSTOMER][NEUTRAL] Oh, I know what to say, oh, ID card delivery type P.
[CUSTOMER][NEUTRAL] Is she type
[CUSTOMER][NEUTRAL] File.
[AGENT][NEUTRAL] OK, if it was mailed to P, that would be to the insured.
[CUSTOMER][NEUTRAL] Well it says delivery type. Oh, what does that mean?
[AGENT][NEUTRAL] Online.
[CUSTOMER][NEUTRAL] So, is that for the policies or for or is it like there in the group information is in?
[CUSTOMER][NEUTRAL] Because this one says like I'm looking at an example on um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, guru and it says issue type F, delivery type P, but it has cars are issued, so I'm assuming they are mailed, right?
[AGENT][NEUTRAL] I honestly do not know.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEGATIVE] I've always been told delivery type oh was that they wanted the cards online, but I could be wrong, so I don't.
[AGENT][NEUTRAL] Oh don't know.
[CUSTOMER][NEUTRAL] Maybe that's the reason why. All right. Well, I thank you and if I need to, I'll send a um.
[CUSTOMER][NEUTRAL] Oh, there's a screen, OK.
[CUSTOMER][NEUTRAL] Uh, first look at MPM and blah. OK, if they do offer cars step two, they don't so.
[CUSTOMER][NEUTRAL] We offer cars.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] I'll send um I'll probably have to send a request to have it mailed to the group. All right, I appreciate you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Mhm bye.