AccountId: 011433970860
ContactId: 176aaa5a-0d84-41da-ba1f-6ecc2c58ffaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131720 ms
Total Talk Time (AGENT): 59959 ms
Total Talk Time (CUSTOMER): 48001 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/176aaa5a-0d84-41da-ba1f-6ecc2c58ffaa_20250620T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is um [PII]. I'm with a broker and I was calling to, um,
[CUSTOMER][NEUTRAL] Find out how can I, um, do you have like an online system that a member can enroll and file claims through there or they need to like contact you directly?
[AGENT][POSITIVE] No, absolutely we do have an online service center that they can um sign up for and they can manage and file claims from there absolutely.
[CUSTOMER][NEUTRAL] OK, and what will be um the link for that?
[AGENT][NEUTRAL] So the web address that they would proceed to is [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you get to the website you'll see on the top right hand side there's a link there that says sign in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And from there they would just click create new OSC account.
[AGENT][NEUTRAL] And they're gonna register as an insured and they will uh use their email that's on file as their username.
[CUSTOMER][NEUTRAL] OK, email.
[CUSTOMER][NEUTRAL] On file.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't ask you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, I will go ahead and, and they need to provide like, um, in order once they, um, register you guys need, I'm assuming the invoice and the uh EOB.
[AGENT][POSITIVE] Yes, absolutely, so that would need to be submitted with the claim and then you can also tell them if they have any problems registering they can always call this number and we can help them as well.
[CUSTOMER][POSITIVE] OK, all right, perfect. I will go ahead and let them know.
[AGENT][POSITIVE] OK, sounds good, [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.