AccountId: 011433970860
ContactId: d14a1846-c4ab-4698-999f-1277e7a5d000
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545880 ms
Total Talk Time (AGENT): 279545 ms
Total Talk Time (CUSTOMER): 230522 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/d14a1846-c4ab-4698-999f-1277e7a5d000_20250117T19:29_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][POSITIVE] Hello, [PII]. Happy Friday and 3-day week, and
[AGENT][POSITIVE] Happy Friday to you. How are you?
[CUSTOMER][MIXED] I'm doing well, but I am struggling with something. Do you, I'm hoping you can help me.
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] You know, if I'm, it's gonna be something if I call you, huh?
[AGENT][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] What you got, girl?
[CUSTOMER][NEGATIVE] I know what you mean. I have an insured on the line. She's trying to register in in OSC, and she's having a trouble. She doesn't wanna use your social, which I'm just trying to locate her policy because she wants a card, and I can't find her, and she said that her group is.
[CUSTOMER][NEUTRAL] Bagheli, USA.
[AGENT][POSITIVE] Oh my goodness, that's that new group.
[AGENT][NEUTRAL] Yup. Hang on. Hang on, hang on, hang on.
[CUSTOMER][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.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's, I bet you it's [PII].
[CUSTOMER][NEUTRAL] Well, I put in [PII] and didn't come up with anything because she says [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] I don't know.
[AGENT][NEUTRAL] Be what now?
[CUSTOMER][NEUTRAL] I think she spelled it. I didn't write it down and of course, it goes away. I think she said it was [PII].
[AGENT][NEUTRAL] Hang on, let me pull up the master. I generally take stuff, but it's possible my eyeballs are tricking me.
[AGENT][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] No, I mean,
[CUSTOMER][NEUTRAL] How did you spell it?
[AGENT][NEUTRAL] We have [PII] and it's [PII], yeah.
[CUSTOMER][NEUTRAL] Oh, I bet it's [PII] instead of [PII]
[AGENT][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 a 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 Begelly.
[AGENT][NEUTRAL] USA, 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.
[AGENT][NEUTRAL] And I'm waiting on broker resources.
[AGENT][NEUTRAL] Um, if you want.
[CUSTOMER][NEUTRAL] What?
[AGENT][POSITIVE] I can take your name and then I'll call her right when we get an issue, but that's about all I can do.
[CUSTOMER][NEUTRAL] OK. Can I just get her on the line?
[AGENT][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.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][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.
[AGENT][NEUTRAL] Oh yeah, she has to or because it's not a, it's actually like a unique identifier for them.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] In the OSC, that's why they have.
[CUSTOMER][NEUTRAL] Yeah, she was, she was asking if there's um, you know, cause it says medical ID.
[AGENT][NEUTRAL] Yeah, that's for providers.
[CUSTOMER][NEGATIVE] Uh, I wish it wouldn't do that.
[AGENT][NEUTRAL] Yeah, it's OK. You can put her on. What's her name?
[CUSTOMER][NEUTRAL] [PII] and it was [PII] I forgot her last name.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I got [PII].
[CUSTOMER][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.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Miss [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, that's the only way to uh to create an account online. Mhm.
[CUSTOMER][NEUTRAL] As to be only with the social.
[CUSTOMER][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] But
[CUSTOMER][NEUTRAL] It is required to create an account.
[CUSTOMER][NEUTRAL] So you guys cannot find me with uh my name and I've got I've got Miss [PII] on the line in customer service and she's going to assist you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. Thank you for calling APO you have a lovely weekend.
[CUSTOMER][POSITIVE] You too. Thank you very much. Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Good and you?
[AGENT][POSITIVE] 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.
[AGENT][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?
[AGENT][NEUTRAL] No ma'am, um, we're in the process again I do apologize but we're in the process of getting the group issued once and it's in the.
[AGENT][NEUTRAL] In the right hands to get issue we're just waiting for it to be processed and once I get a verification I can provide you with the policy number and it will also be able to, I will also be able to provide you with a temporary card, which is the same thing that you'll be getting in the mail. It's just considered temporary because we're sending it to you before you receive your physical card.
[CUSTOMER][NEUTRAL] OK, so even if I do my, my Social Security right now, I cannot get it what you're saying.
[AGENT][NEUTRAL] You're not gonna be able to pull it right you're not gonna be able to pull up any in the system because what that system reads by is what's in our system and that's why it actually asked for the specific details that it asked for to verify that you are who you are um it does ask for social on an insured level that's part of the process for us to make sure you're setting up the account.
[CUSTOMER][NEUTRAL] OK, uh, do you have any idea when this is gonna be available?
[AGENT][NEUTRAL] I'm hoping today so if we get you guys in the system today you'll be able to do the online service center um I would say this afternoon or maybe tonight I definitely by tomorrow and then of course the cards will be administered overnight we will not be open Monday, but we will be open Tuesday, so they should go out Tuesday and I'm fixing a follow up as well on this to make sure that we get everything done accordingly.
[CUSTOMER][NEUTRAL] OK, OK, uh thank you very much, uh, [PII], uh, do you want my phone number or do you want my email?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I can get both if you'd like, Ms. [PII].
[CUSTOMER][NEUTRAL] What do you want?
[CUSTOMER][NEUTRAL] Oh OK, I'm gonna give you my email better?
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] OK, that would be my first name, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My middle name is [PII], that would be [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And will you spell [PII] for me just to make sure I have it right, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, ma'am. All right.
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] Uh, it would be [PII] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. So let me make sure I got this correct. That's [PII] [PII] [PII] [PII] [PII], [PII] [PII] [PII] [PII], [PII], was that, no, no, no. OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No, it's
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, and I did have that at first. It's just when you repeat it the second time, I didn't hear the A. OK, I got it now. I apologize for that, Ms. [PII], and that's [PII], correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Well, I'll definitely email you and confirm and included that email. I'll also attach the temporary card, Ms. [PII], and I do apologize for the inconvenience, but I am definitely gonna get this taken care of for you today. Is there anything else I can help you with before you go?
[CUSTOMER][NEGATIVE] No thank you very much, [PII].
[AGENT][POSITIVE] Thank you, Ms. Super for calling APL. You have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yeah.