AccountId: 011433970860
ContactId: f87efc77-5d29-42c4-b9a8-967becfff4f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297440 ms
Total Talk Time (AGENT): 94219 ms
Total Talk Time (CUSTOMER): 117518 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/f87efc77-5d29-42c4-b9a8-967becfff4f6_20250325T17:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. My name is [PII]. I'm the director of HR for Coral Springs Improvement District. Um, I'm logged in. I just need your help with something. I'm trying to find, uh, I, I, I, oh my, my predecessor, um, he's, he retired and left, but I'm trying to find his old like card and information, um, from a previous claim that he had before he retired and was still active.
[CUSTOMER][NEUTRAL] Um, I can find, of course I, I see everyone that's active. Is there a way to go back in and find terminated employees and what their like the ID numbers were and group number and things like that on the website?
[AGENT][NEUTRAL] OK, uh, so you're calling from the group, is that correct, Mr. [PII]?
[CUSTOMER][POSITIVE] Yes, yes, yes, I'm the plan administrator, yes.
[AGENT][NEUTRAL] OK, so it's a group.
[AGENT][NEUTRAL] OK, um, let me have a callback number and let me have the group number and let me look at the group really quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh I got it hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let me pull an invoice up. Hold on, let me just open an invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, group number is 16577.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] All right. And may I have, um, may I have the group name and the mailing address for verification?
[CUSTOMER][NEUTRAL] Coral Springs Improvement District [PII].
[AGENT][NEUTRAL] OK, and I didn't get that phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so let me check and see if you're able to see terminated policies. Bear with me just a second.
[AGENT][NEUTRAL] And this is a claim you submitted for the member you said.
[CUSTOMER][NEUTRAL] Uh, it, it's something that he, he did, yeah, before he retired and everything, and so he got rid of his cars, not thinking it was an issue, but he's being billed for it, so I'm just trying to.
[AGENT][NEUTRAL] He did.
[CUSTOMER][NEUTRAL] Get him what his number was. I, I I can get the group number. I just don't know what his what his other number would be uh to give.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright alright I understand. OK, I can give that to you um it should be on the old invoices if you can open an old invoice you probably see him there um but let me go ahead and just get that for you and what is his name?
[CUSTOMER][NEUTRAL] Uh, let me, uh [PII]
[AGENT][NEUTRAL] That's the first name or last name?
[CUSTOMER][NEUTRAL] My last name
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the first name?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] All right. And the date of service because it looks like he had an old one before.
[CUSTOMER][NEUTRAL] You've got
[CUSTOMER][NEUTRAL] Do what?
[AGENT][NEUTRAL] What's the date of service for the claim he's trying to submit?
[CUSTOMER][NEUTRAL] But just
[CUSTOMER][NEUTRAL] Uh, it's back in January sometime.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Before you retire.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it's gonna be this one. I just had one prior to that one.
[CUSTOMER][NEUTRAL] So is it 191396?
[AGENT][POSITIVE] Yeah, 1914396. That is correct.
[CUSTOMER][NEUTRAL] That's his policy number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then the group number.
[AGENT][NEUTRAL] It's the same group, 16577.
[CUSTOMER][NEUTRAL] 16577.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today, Mr. [PII]? Any other questions or concerns?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] No, that's the thing.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] No, that's it thank you.