AccountId: 011433970860
ContactId: 1da699b4-8efc-42e5-83c0-84a294fada8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 489760 ms
Total Talk Time (AGENT): 206380 ms
Total Talk Time (CUSTOMER): 76734 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/1da699b4-8efc-42e5-83c0-84a294fada8d_20250213T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just trying to set up my account.
[CUSTOMER][NEUTRAL] Online like register.
[CUSTOMER][NEUTRAL] So I can look at claims.
[AGENT][NEUTRAL] OK [PII] um let me see when you're trying to set it up online, is it giving you an error message? What's going on?
[CUSTOMER][NEUTRAL] Yeah, so it won't let me.
[CUSTOMER][NEUTRAL] So I know but you're saying it doesn't recognize my information.
[AGENT][NEUTRAL] OK. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] I don't. I was using my social security number.
[AGENT][NEUTRAL] OK, let's try that. Um, let's see.
[AGENT][NEUTRAL] What is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name is [PII], is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what city and state do you live in, [PII]?
[CUSTOMER][NEUTRAL] [PII] it's.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I just need to try and find the policy here. One second.
[AGENT][NEUTRAL] All right, [PII], I'm having a hard time finding it just by your name. If you don't mind giving me your social, I can try that way.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][POSITIVE] Whenever you're ready, yup.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I found your policy number here. Um, is the email address that we have on here is [PII]. Is that what you were using when you were trying to register?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, it has your social, everything there is right.
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] I know that it the information just has to match when you're signing up. Let me see.
[AGENT][NEUTRAL] And the zip code you're putting in is [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I could try with the policy number if you could send me that maybe then it would go through.
[CUSTOMER][NEUTRAL] Is there any dashes or anything in the social security number?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] No, so I think what it might be is your name because the way they have your name is [PII] and that's why I couldn't find it.
[CUSTOMER][NEUTRAL] It should just be
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So I think it's.
[CUSTOMER][NEUTRAL] Oh, we're in the middle of open enrollment right now too. I'm having the same issue, so I'm wondering if they're doing that.
[AGENT][NEUTRAL] Yeah, so I think it's the junior that was like throwing it off, um, and also I do know that you, they recommend doing it from like a desktop, not your mobile phone, it generally doesn't work off a mobile device.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, but I
[CUSTOMER][NEUTRAL] Yeah, I just have to do it at home because we can't access Gmail here but.
[AGENT][NEUTRAL] Yeah, I, OK, I would try it.
[CUSTOMER][NEUTRAL] I prefer the desktop anyway.
[AGENT][NEUTRAL] I would try it with your last name and then just do a space. You don't need to do a hyphen or any special character, and then just type [PII] for junior.
[CUSTOMER][NEUTRAL] OK, is it case sensitive or does it matter?
[AGENT][NEUTRAL] Mm mm no not case sensitive and everything else looks like matches. We have your date of birth, right? We have the address right, email's right, um, so that's the only thing that would be maybe different because it has to match exactly when you register.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can check on? Yeah, is there anything else I can do for you today, [PII]?
[CUSTOMER][NEUTRAL] I'll try that.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I think that's it and then once I register you would send me a card too because I never received a card.
[AGENT][NEUTRAL] Um, actually, if you need, I can email you cards right now, um, that way you have them.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] OK, yeah, I'll just send you an email but yes you can um request cards once you're in there and all of that as well file claims, check on claim status that's where you would do all of that.
[CUSTOMER][NEUTRAL] And then if I'm
[CUSTOMER][NEUTRAL] Like I already received physical therapy now, is it gonna be?
[CUSTOMER][NEGATIVE] The hassle for me to go back because I didn't provide that to him initially.
[CUSTOMER][NEUTRAL] Like we have to like send an explanation of benefits or something.
[AGENT][NEUTRAL] Yeah, so if you've gone to physical therapy and you didn't provide them this as your secondary, um, you could file the claim for the physical therapy yourself. You would just need an itemized bill from them, and then your explanation of benefits from your primary insurance showing what they paid and then what your, uh, what you were responsible for.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Alright, so, um, and the card's on its way to you, uh, so you should have that in about 5 minutes, OK?
[CUSTOMER][POSITIVE] OK great.
[AGENT][POSITIVE] All right, well, thank you for calling APL Brian. I hope you have, yeah, you're welcome. Have a good day.
[CUSTOMER][POSITIVE] Well, I appreciate the help.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.