AccountId: 011433970860
ContactId: e513447f-7625-4d77-8e8f-75a3f05b4545
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325579 ms
Total Talk Time (AGENT): 115419 ms
Total Talk Time (CUSTOMER): 94305 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/e513447f-7625-4d77-8e8f-75a3f05b4545_20250429T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, good good morning. My name is [PII]. I'm calling from the broker associated financial consultants, and I need some, um, cards mailed out for one of the members.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so like a um an ID card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It is 269-993.
[CUSTOMER][NEUTRAL] I'm in the portal. I was trying to do it myself, but I could only, um, pull a PDF. I can't like request it to be mailed out.
[AGENT][NEUTRAL] No, yeah, you can only do a paper one. is there multiple people that you need for?
[CUSTOMER][NEUTRAL] Yeah, I guess if you everybody gets their own card, is that how it works?
[AGENT][NEUTRAL] Yeah, so you need it for the whole group?
[CUSTOMER][NEUTRAL] Yeah, uh, no, no, no, no, no, just for one person, um, but everybody like that member and all the dependents need a card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And they have a lot of dependents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the uh group name?
[CUSTOMER][NEUTRAL] Orthopedic specialists in [PII].
[AGENT][NEUTRAL] OK, um, I'm assuming all the dependents get a card as well. I've never
[AGENT][NEUTRAL] I've never actually asked our customer service team.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or is it like the member on the card and then list all the dependents maybe as long as like a couple cards get mailed out.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't know, I've always just requested. I've never, we're not the ones that actually like.
[AGENT][NEUTRAL] Um, mail them or see them, so I've never been on the other side of knowing what our cards actually look like.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Mhm no problem.
[AGENT][NEUTRAL] Can definitely find out though 2693.
[CUSTOMER][NEUTRAL] I mean when I do the PDF it only shows the member and then it says shows coverage with family it doesn't have like individual's name. I just don't know if it's different when you mail them out.
[AGENT][NEUTRAL] Mm, no, that's probably what it's gonna look like then. Um, yeah.
[CUSTOMER][NEUTRAL] OK, is it possible to mail out a couple since it's him and his wife, and then they have 4 dependents.
[AGENT][NEUTRAL] Um, I can
[AGENT][POSITIVE] OK, I can definitely request that, um.
[AGENT][NEUTRAL] I honestly don't know the answer to like having multiple cards sent out. I know that obviously each individual that is covered by APL gets one like as far as like the main person I don't know about dependents, but I can ask for sure.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, who's the, uh, insured?
[CUSTOMER][NEUTRAL] The last name is [PII], first name [PII].
[AGENT][NEUTRAL] And then what's the first name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So 5 in total.
[AGENT][NEUTRAL] Right, you said there's 12, and then 4 or 4 or 6 people?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 66 yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know it's a lot.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me, let me see something.
[AGENT][NEUTRAL] OK, I have requested it so we'll see what they come back with um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I mean if it if it works now to send them, you know, a PDF from your portal that you're looking at and then the.
[AGENT][NEUTRAL] Um, card should be in the mail.
[CUSTOMER][NEUTRAL] Yeah, we did last week already, but they want um physical cards.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, yeah, so I, I sent the request so hopefully.
[AGENT][POSITIVE] They will get them soon.
[CUSTOMER][POSITIVE] Perfect thank you so much that's all I needed for today.
[AGENT][NEUTRAL] Yeah, of course, I
[AGENT][POSITIVE] OK, I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks bye.