AccountId: 011433970860
ContactId: ea17b2d1-a2a9-4e40-af1b-8949d55d2db8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507500 ms
Total Talk Time (AGENT): 206083 ms
Total Talk Time (CUSTOMER): 229718 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/ea17b2d1-a2a9-4e40-af1b-8949d55d2db8_20250107T14:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], good morning. How are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Good, thanks for asking. Um, my name is [PII] and I'm calling from the, um, insurance agency's office, um, for a member who has not received his ID card and he tried going online to set up his account and put his Social Security and, you know, he had all sorts of problems and didn't have any success. Um, if I give you a group policy number and the member's name and date of birth.
[CUSTOMER][NEUTRAL] Would you an address, would you be able to just confirm that he is enrolled and, you know, maybe what the, I'm trying to see what the issue could be.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, um, I can help you with the insured, um, and his cards and, and the online service and your sign up. Um, [PII], you said you're calling from the agent office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's the um group?
[CUSTOMER][NEUTRAL] Some digits
[CUSTOMER][NEUTRAL] Yeah, from, it's from digital insurance. The group policy number is 17387.
[AGENT][NEUTRAL] What's
[AGENT][NEUTRAL] OK, may I have a good contact? Go ahead.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the member's first and last name?
[CUSTOMER][NEUTRAL] Yeah, the first name is, um, I spell it, it's A [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] I did, wait, so did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the name of the group?
[CUSTOMER][NEUTRAL] Media Pro US.
[AGENT][NEUTRAL] OK, so I'm in the right group. I just want to make sure I was in the right place. Hold on one second.
[CUSTOMER][NEUTRAL] He does have a second, like with Hispanic people, sometimes they have like a second last name.
[AGENT][NEUTRAL] What's the second one?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The second one is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let's do this first. Let me go ahead and and verify so that I can uh give the information. So you already gave me your name, um, what's your email address and then the, the company that you're calling from?
[CUSTOMER][NEUTRAL] Yes, of course. It's my email address is [PII]
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] One [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. And thank you
[CUSTOMER][NEUTRAL] The agency.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The agency is Digital Insurance.
[CUSTOMER][NEUTRAL] I am the um assigned agent to this group.
[AGENT][NEUTRAL] OK. So thank you for verifying. So let me tell you what I see. I don't see a policy for the insured, um,
[AGENT][NEUTRAL] I looked under the group, but I don't see anyone with that name.
[AGENT][NEUTRAL] Um, I can try to look it up with the social just to be on the safe side if you'd like.
[AGENT][NEUTRAL] If something might be spelled differently or?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, no, we don't keep socials and I do have his date of birth, but yeah, I imagine you're looking up like a list and you probably can't find him.
[AGENT][NEUTRAL] Right, I'm under the group and I'm just looking at all the employees that are enrolled under the group, but I don't see.
[AGENT][NEUTRAL] I don't see him at all.
[AGENT][NEUTRAL] Um, when was he supposed to be enrolled?
[CUSTOMER][NEUTRAL] Um, they did the enrollments to be effective [PII].
[AGENT][NEUTRAL] So I would send an email to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I would um let them know that you're needing to enroll this this member um and that he should have been enrolled [PII]. Um, that email address is the email you'll use, any changes, if you want to add someone to be the contact, anything that's what that's the email that you would use, and then they'll go ahead and send that over to new business to get him enrolled.
[CUSTOMER][NEUTRAL] OK, so there's like even when you do a search for last names [PII], he doesn't populate, right?
[AGENT][NEUTRAL] Right. The last I did Romero and the Viva. Um, let me go back to the group. Hold on one second.
[AGENT][NEUTRAL] So there's no um insured with Viva as the last name or Romero, I see Romano, but not Romero, um.
[CUSTOMER][NEUTRAL] Romano, but not first name [PII], right? [PII]?
[AGENT][NEUTRAL] Right, it's not the same. Their name starts with a [PII]
[CUSTOMER][NEUTRAL] OK, so yeah, no, that's a different, yeah, I'm just wondering if sometimes things are manually entered somebody could have like done a typo with the name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Then there's a few
[CUSTOMER][NEUTRAL] Are you, do you have the ability to, to search by date of birth too, or no? Just.
[AGENT][NEUTRAL] No, I, I would have, I would have offered that, but no, we, we can't see the date of birth until we're in the policy.
[CUSTOMER][NEUTRAL] I see. OK.
[AGENT][NEUTRAL] Um, we can search by like the full social, their first and last name, or the group name or number.
[CUSTOMER][NEUTRAL] Huh, OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yeah, I don't see that member under your group.
[CUSTOMER][NEUTRAL] So [PII] AM public.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. And anytime you have any um anything for the group, um, if you don't wanna use, of course, you have the online service center, but the care team email is also a good go to if you, you know, terminations, enrollments.
[AGENT][NEUTRAL] Um, claim status, everything goes through, can go through that email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, and, uh, thank you for verifying that. I'm gonna have to then send an email to, um, another curiosity for ID cards, is that something that we can request if the member was enrolled through you guys, or would that be also through the [PII] AM [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh no, that could be through the, uh, either or, um, the ID cards for the group is listed as online only, so that's even if he had a policy, he wouldn't have received like a physical card. um, but that's why he can't get on to the.
[CUSTOMER][NEUTRAL] OK, so there's no physical.
[AGENT][NEUTRAL] Right, but that's why he can't get on to the online service and he was having trouble logging on online because there wasn't a policy.
[CUSTOMER][NEUTRAL] Not for him, OK. Um, OK, very good. Thank you, and I appreciate you taking the time and checking this for you. Um, do you provide reference numbers for the call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK. Well, thank you so much, Ms. [PII]. Um, have a great rest of your day.
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][POSITIVE] You also, and thanks for calling APL. I hope you have a great weekend and happy [PII].
[CUSTOMER][POSITIVE] Happy New [PII]. Bye.
[AGENT][NEUTRAL] Bye bye.