AccountId: 011433970860
ContactId: 079d4053-7a27-4b6b-bb99-bb4563746cd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390820 ms
Total Talk Time (AGENT): 124120 ms
Total Talk Time (CUSTOMER): 229033 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/079d4053-7a27-4b6b-bb99-bb4563746cd5_20250407T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yeah, I would like to obtain uh some information. First of all, uh, I need to request an insurance, uh, uh, you know, a gap insurance card that I don't have one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I don't have my member ID. I only have, uh, my social security number, you know, my name and my address. Do you think that's enough to find me in the system?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we can look by your social. What's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a second, let me do a search.
[AGENT][NEUTRAL] And what's your first and last name?
[CUSTOMER][NEUTRAL] My first name is [PII]. My last name is [PII], [PII]
[AGENT][NEUTRAL] All right, thank you. And do you have a good callback number just in case if we get disconnected?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] All right, thank you, [PII]. And then I just need to verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] Yeah, I was born [PII]. My, uh, my current address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. I live in [PII].
[CUSTOMER][NEUTRAL] [PII] is my ZIP code.
[AGENT][NEUTRAL] Alright, thank you for that. And then, um, email address on file, it looks like it's a work address. It's [PII]. Is that still a good?
[CUSTOMER][NEUTRAL] [PII], yeah, but I, yeah, but I prefer to use my personal because that one, I don't, I just changed my phone number and I have to, IT has to install it, you know, it's very complicated. So, you can send it to [PII], yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, we can update it.
[AGENT][NEUTRAL] So is it [PII]?
[CUSTOMER][POSITIVE] Mhm. Yeah, that's perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I can email you a card so you have one immediately, but I can also put in a request to have.
[CUSTOMER][NEGATIVE] Yeah, I need, no, no, no, no.
[CUSTOMER][POSITIVE] No, it's fine. Electronic is better. You know what I'm saying? Don't worry about sending nothing over the mail.
[CUSTOMER][NEUTRAL] I just wanted an electronic so I can keep on my phone.
[AGENT][NEUTRAL] OK, uh, card is on its way. Did you want to take down the policy number? Did you need anything else?
[CUSTOMER][NEUTRAL] Yes, I have a couple of more questions. So I have a, a company um that since when I do have, since when do we have a have insurance with you guys?
[AGENT][NEUTRAL] Uh, your policy has been effective since [PII].
[CUSTOMER][NEGATIVE] Yeah, because I have um a company that I give them your your um information, they say that you guys never, never address any of the, the bill.
[CUSTOMER][NEUTRAL] And honestly, the reason why I'm calling is because I only have one day off, and I tell this to every single person in my life. That day off is to do 1000, 1000 things and um I know this is priority, but, you know, being on the phone for 45 minutes, 3 hours from operator to operator, and if, if you press the wrong button, you miss the 3 hours, that's it.
[CUSTOMER][NEUTRAL] You know? So it's uh the the name of the clinic is Mayo Clinic.
[CUSTOMER][NEGATIVE] And I was there in [PII]. And they, I, I have given them back then, you know, because I lost my, my, my gap insurance, and they say no, that they, they said that, you know, that I don't have gap insurance. I said this is the correct information. I don't know what else you guys want. And um so I don't know how can you get in in touch with them and clarify that.
[CUSTOMER][POSITIVE] That outstanding.
[AGENT][NEUTRAL] Well, I'm looking at your policy, I don't see that anybody has ever filed a claim, so we've never gotten anything from anybody.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Mhm. That's, that's exactly what I, you know, I don't know if the information that I had was wrong, but it's a major clinic, um.
[CUSTOMER][NEGATIVE] So do you think that I can still call them and they can um clarify that information because they said they've been sending tons of paperwork to APL with my Social Security, my and everything and nobody's replying to them.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Well they may not, yeah, I mean if they're submitting the claims to the address on file, um, on the card, but you don't have a card and there's a fax number um.
[CUSTOMER][NEUTRAL] Since then,
[AGENT][NEUTRAL] So, yeah, I mean, I would just let them know that there's not been any claims submitted to the secondary and they can call the [PII] number to verify the coverage and the date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I'm gonna call them again today. Um, can you send me all that information? It's, it's in the email, right?
[AGENT][NEUTRAL] So yeah, on the card that you're getting you're gonna see that there's a claims mailing address and a fax number so if you call them, I would just verify where they're sending the information to because if they're sending it, they must be sending it to the wrong place.
[CUSTOMER][NEUTRAL] They have to be, yeah.
[CUSTOMER][POSITIVE] The same thing happened to my, my normal um signal insurance before. I had um a doctor that was sending it to a complete different place until somebody noticed there was a glitch there. So I think this is the problem with this company, yeah. OK, I'm gonna address that. Thank you so much for your time, OK?
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good rest of your day.
[CUSTOMER][POSITIVE] You too, sweetie. Bye-bye.
[AGENT][NEUTRAL] Bye bye.