AccountId: 011433970860
ContactId: 379eebd9-68c0-4946-9004-9fbbcdb00c64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449519 ms
Total Talk Time (AGENT): 137635 ms
Total Talk Time (CUSTOMER): 97310 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/379eebd9-68c0-4946-9004-9fbbcdb00c64_20250529T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yeah, I was trying to uh create my member log in online and it's saying there was an error.
[AGENT][NEUTRAL] OK, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, phone number is [PII].
[AGENT][NEUTRAL] And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, 02621965.
[AGENT][NEUTRAL] Alright, one moment while I look that up and then we can see what's going on with your OSC account.
[AGENT][NEUTRAL] Hi [PII], can I get you to verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and the address that we have on file?
[CUSTOMER][NEUTRAL] I don't know. Do you have residential mailing?
[AGENT][NEUTRAL] Mailing.
[CUSTOMER][NEUTRAL] Which one do you want? You want mailing [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Give me just a moment while I look up what's going on.
[AGENT][NEUTRAL] Let me see what's going on.
[AGENT][NEUTRAL] I think I see what's going on. Um, it looks like we have your birthday, the, the year incorrect. So let me go ahead and update that, um, and let's see if that, if that works.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, there we go.
[AGENT][NEUTRAL] Let me make sure that it's saved.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you wanna go ahead and try it now and see if it worked or if we need to do anything further?
[CUSTOMER][NEUTRAL] Oh, OK. I'm on my phone trying to.
[CUSTOMER][NEUTRAL] So the zip code, the residential zip code, are you wanting the mailing zip code or residential?
[AGENT][NEUTRAL] The one that's tied to the PO box because that's what we have on file.
[CUSTOMER][NEUTRAL] OK, it still says oops there is a problem.
[AGENT][NEUTRAL] Still showing there's a problem? OK.
[CUSTOMER][NEUTRAL] So let me do I enter when it says member ID what number is that?
[AGENT][NEUTRAL] Um, it shouldn't say member ID. Let me check.
[CUSTOMER][NEUTRAL] One last name, social or member ID, residential zip, email, and date of birth.
[AGENT][NEUTRAL] Oh, it's a social or social or the member ID, so I would put your social security number in there.
[CUSTOMER][NEUTRAL] To create a
[CUSTOMER][NEUTRAL] OK, does, does it require dashes?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] And then it should be the email that we have on file. Let me check.
[CUSTOMER][NEUTRAL] OK, it finally went through. OK, yeah, I needed to know which zip you're using and all that, so, OK.
[AGENT][NEUTRAL] It went through?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We're good now.
[AGENT][POSITIVE] Alright, is there anything else I can help you with? Yeah.
[CUSTOMER][NEUTRAL] Um, while I have you on the phone.
[CUSTOMER][NEUTRAL] Yeah, well, while I have you on the phone, can you tell me that last claim, the status on it?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Oh, give me just a moment.
[AGENT][NEUTRAL] The one that you, did you submit it on the [PII]?
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] I show a a um.
[AGENT][NEUTRAL] Claim that was submitted on the [PII].
[CUSTOMER][NEUTRAL] That was yesterday.
[CUSTOMER][NEUTRAL] No, I, I emailed him a month ago on that.
[CUSTOMER][NEUTRAL] So it's just not getting submitted?
[AGENT][NEUTRAL] Yeah it looks like I have to submitted through the OSC one on the.
[AGENT][NEUTRAL] [PII] and it looks like one submitted on the [PII].
[CUSTOMER][NEUTRAL] OK, I've only made one claim, so is it the same thing?
[AGENT][NEUTRAL] OK, so it
[AGENT][NEGATIVE] It looks like it could be the denial they needed more information and they could have just sent in more information.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, I'm not showing anything other than it was sent in.
[CUSTOMER][NEUTRAL] OK, well, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll get logged in here and look at it and see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And um I will say if you need, you will be able to check claim status and also you should be able to file claims on your own behalf as well through the OSC if you would like um that's something to think about too and you will be able to check your claim status on those.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you get that account set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll do it.
[AGENT][POSITIVE] Right, thank you so much for calling APL. If there's nothing else, I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] Bye bye.