AccountId: 011433970860
ContactId: 2a9413f5-ad10-4403-a04b-c75fdbbba43d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294929 ms
Total Talk Time (AGENT): 135660 ms
Total Talk Time (CUSTOMER): 128191 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/2a9413f5-ad10-4403-a04b-c75fdbbba43d_20250227T21:16_UTC.wav
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[AGENT][NEUTRAL] Call BPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hi, um, I just received my insurance card today, um, from the 10 pages I'm through, but it won't let me, um, register it online. It said to call the number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that. What's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII], OK. What's your policy number of the card?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] 02596292.
[AGENT][POSITIVE] Thank you and what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your date of birth, your mailing address and email?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. Mailing address is [PII] uh what is it [PII]? Yeah, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]. And what else did you ask me? I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Here email address.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, thanks for verifying that and you're trying to create an online account and you're saying that it's not allowing you to. Are you getting like an oops error or something like that?
[CUSTOMER][NEUTRAL] Um, I'll tell you exactly what it says. It says, oops, there seems to be a problem. No user was found with the information that was entered. Please try again, which I did, and then it says if the error pers persists to call customer service.
[AGENT][NEUTRAL] OK, so when you clicked on the new user tab because this is your first time creating the account and you did you selected which role best describes you, was it an individual with ATL policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, and then you entered your last name. Um was it [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And, uh, did you enter your social security number?
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] OK, and so I am showing that to be [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then your residential zip code you entered [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you entered [PII]?
[CUSTOMER][NEUTRAL] For the email, it gave me the option to hide my email so that it's just forward it to my email.
[AGENT][NEUTRAL] But is that the one you entered [PII]?
[CUSTOMER][NEUTRAL] No, the my phone automatically did one of those security things and do a different email so that it goes through so that they don't have my actual email.
[AGENT][NEUTRAL] OK, that's then that's why you're not able to load it because what you enter on this security screen and it's just verifying it's a security measure and what you enter here has to match what we have just to verify that it is you that's trying to to create an account so you'll have to use the that email address on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's a secured site, so.
[CUSTOMER][POSITIVE] Mm, OK, there we go. I got it.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um, I did have a question. Like the phone number that the temp agency tried to give me to call you guys before kept saying that it was KanCare. Is this affiliated under KanCare or is this something separate?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What number did you dial?
[CUSTOMER][NEUTRAL] Uh, the one today was the one that the website gave me, but this was some other one I don't even remember now.
[CUSTOMER][NEGATIVE] I've been fighting with them for over a month now to even get information.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Oh, wow.
[AGENT][NEUTRAL] Yeah, I don't, I don't know what the other number who that may have been. I mean, you know what company that may have been.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But the 800.
[CUSTOMER][NEGATIVE] Yeah, it's just been frustrating because I, I paid for a month and haven't been able to use it.
[AGENT][NEUTRAL] OK, so it looks like you became effective what, uh, [PII] of this year?
[CUSTOMER][NEUTRAL] Uh, no, it was before that.
[CUSTOMER][NEUTRAL] It's been a month now.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] They should have submitted it before that because they've been taking it for 4 weeks.
[AGENT][NEUTRAL] Well, you've been in, yeah, so, so if you're a new hire, they, they may have a waiting period, um, that you have to satisfy and then it'll match up with your effective date which is [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's interesting because they also told me when they were trying to argue with me is that you guys had a 60 day waiting period that I had to pay for it.
[AGENT][NEUTRAL] And that's what I'm saying and so you have to have been employee been there 60 days and then your policy will take effect.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] After your sixty-day waiting period.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So that, so that's correct.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And let's see.