AccountId: 011433970860
ContactId: ec98eb40-92dc-43cd-8473-b8be102b1c55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589219 ms
Total Talk Time (AGENT): 172821 ms
Total Talk Time (CUSTOMER): 167169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/ec98eb40-92dc-43cd-8473-b8be102b1c55_20250421T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm actually, um, our group's benefit administrator plus I'm also an employee, so I don't know which one you need to speak to us, but, um.
[CUSTOMER][NEUTRAL] Our group number is 24214.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, what's your first and last name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII], and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then what's your email address on file?
[CUSTOMER][NEUTRAL] My personal email or my work email?
[AGENT][NEUTRAL] Um, I believe it's your work email.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK. And then the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then what benefits were you looking for today?
[CUSTOMER][NEUTRAL] Um, it's, it's our, um, it's medical. It's our, regarding our policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so it looks like you guys have Medlink.
[CUSTOMER][NEUTRAL] Yes, we have Medley, and I believe our current card that we just got mailed out still say effective date for [PII]. I just wanna make sure that.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's the current card even though we because our plan did change a little bit this year.
[AGENT][NEUTRAL] Mhm. OK. Uh, let me see.
[CUSTOMER][NEUTRAL] I just wanna make sure it's the more more updated one.
[CUSTOMER][NEUTRAL] That our group got
[CUSTOMER][NEUTRAL] I'm sorry, 5124, not 41.
[CUSTOMER][NEUTRAL] It renews uh [PII] of this year.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Yeah, so I see renewal date [PII].
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 26 or 25?
[AGENT][NEUTRAL] It says [PII].
[CUSTOMER][POSITIVE] For the next one, yeah, we just renewed so it's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For 5125, so is our current card the one that says effective 5124?
[CUSTOMER][NEUTRAL] Like for the I, I don't mean for I mean I'm talking for next week when we renew.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] It says that your major medical plan period is 5-01-2025.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, let me put you on a brief hold.
[CUSTOMER][NEUTRAL] Uh, the, the current card? OK.
[AGENT][NEUTRAL] And ask one of my colleagues, OK?
[AGENT][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] OK perfect because I'm I the one I got is 24 still which is the same as last year and then I just looked online and it still says 24 and I've had a few of our employees asking.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I see. And you wanna know if they received the right um.
[CUSTOMER][NEUTRAL] We just got new ones in the mail, yeah, I'm just like we got a duplicate. It looks exactly the same as the one previous even though I know our plan changed a little bit, um.
[CUSTOMER][NEUTRAL] So I'm not really sure if that's if those were just sent out as a duplicate of the previous year or if that is just is just the same card that says 5124 still.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, I see. OK. um.
[CUSTOMER][NEUTRAL] And I'm even finding that online. I don't see anything that says 5125.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me put you on a brief hold and ask.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey
[AGENT][NEGATIVE] Hey sorry I think it's just too much for me to type.
[AGENT][NEUTRAL] Um, so I have.
[AGENT][NEUTRAL] A group admin on the phone and I'm in EMPL2 and she gave me the group number and I'm looking um at the renewal history and she said that her and her employees are receiving ID cards but the date is saying [PII] and she said it looks like it's just a duplicate but she.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the customer service?
[AGENT][NEUTRAL] So it's a it's an agent calling for her group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Um, it appears that they have received an ID card in the mail that has the wrong date on it.
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Offerring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] um from the care team. I have an agent on the line and she is saying that her and her group have received ID cards, but it has the wrong effective date on them.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh oh, we're on effective date. OK, and what's the group number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 24214.
[CUSTOMER][NEUTRAL] Let me pull that up. Give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Come on computer.
[CUSTOMER][NEUTRAL] for
[CUSTOMER][NEUTRAL] 242-14 on the self-free group LLC. I do that right?
[AGENT][NEUTRAL] Yes, correct. Her name is [PII]. Mhm.
[CUSTOMER][NEUTRAL] Are you there? OK. OK.
[CUSTOMER][NEUTRAL] [PII], OK, OK, you can send her over.
[AGENT][NEUTRAL] OK, I didn't let her know I was gonna transfer so I'll just um let her know really quick.
[CUSTOMER][NEUTRAL] Yeah, what I mean, what we'll, what we'll do is send a have a request asking for a new ID cards to be printed with the correct effective date, but yeah, I can talk to her.
[AGENT][NEUTRAL] Oh, OK, just a second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hey, [PII], I'm going to transfer you over to [PII] on the broker resources team, and she's going to take care of you today, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi [PII]e, this is