AccountId: 011433970860
ContactId: 4364f1fb-c58a-4a68-a706-f27cfac78723
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 557559 ms
Total Talk Time (AGENT): 177648 ms
Total Talk Time (CUSTOMER): 264006 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/4364f1fb-c58a-4a68-a706-f27cfac78723_20250602T12:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling because I was trying to check the status of my claim, but apparently you guys have a new website.
[CUSTOMER][NEGATIVE] That I'm having difficulty logging into because it's asking for an email.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I've always used the user ID so I don't know what email the email I've been using isn't working so I and I try to um.
[CUSTOMER][NEUTRAL] Except forgot password and
[CUSTOMER][NEGATIVE] Ask me for my email to send the code. I gave my email to send me a code and it says the email is not found, so I, I don't really understand what's going on.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] I, I can know, I don't, I can't get in. I don't know what it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we can look it up by your name. What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell it for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So you're not the only one that's been having a hard time trying to register so everybody's gonna have with the new website you're gonna have to re-register with your email um but for some people it's not recognizing it so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you mind giving me your social?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] So I know that they're working on resolving that because all of this just launched.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, talking about don't exist.
[CUSTOMER][NEGATIVE] So I can't even follow.
[CUSTOMER][NEUTRAL] My place.
[CUSTOMER][NEUTRAL] Or submit one for that matter.
[AGENT][NEUTRAL] Apologize my system was taking a minute here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright. Can I please verify your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And what's the physical address we should have on here?
[CUSTOMER][NEUTRAL] Uh, yeah, probably have the [PII].
[CUSTOMER][NEUTRAL] No, it's either [PII] yeah.
[AGENT][NEUTRAL] No, we haven't done.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] We have the [PII].
[CUSTOMER][NEUTRAL] [PII] yes, the [PII]. OK, goodness, that did get changed. [PII].
[AGENT][NEUTRAL] OK, so the email that's on here right now is your [PII]. Do you wanna leave that or do you wanna change it?
[CUSTOMER][NEUTRAL] Yeah, we believe it. It's just not recognizing it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Cause that's where the code went to, and I'm like, how you don't have it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Yeah, no, I, I hear you. OK. Let me.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me just pull up. Was the claim under your name or was it under your spouse?
[CUSTOMER][NEUTRAL] It's under my husband, my husband's name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the recent one that was looks like reported, it's showing 527.
[AGENT][NEUTRAL] That one is still showing in progress it doesn't look like anything has been updated as far as the decision yet.
[CUSTOMER][NEUTRAL] OK, so, um, and I
[CUSTOMER][NEGATIVE] I don't mean it any disrespectfully towards you because it's not you that I'm frustrated with, but every time I put in a a um claim, it gets denied. The last two have been denied saying I don't have coverage, which I find to be completely ridiculous considering the fact that I submitted the claim, so if I didn't have coverage, I wouldn't have an account. So because I can't see it.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I, how do I know if he's denied because each time it's denied, I have to call back and and say something or to get re-evaluated to get approved.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, if it's in progress, can I speak to the person that's working on it to make sure that there is no issue with the documentation? I'm not looking for a decision. I want to make sure that they have the documentation instead of come back. Like, for example, with the last one. They said I didn't have an EOB, but when I called back, I said, can you look at the documents again? Oh, there is the EOB. Really? I have to do this?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] And the time before that you don't have any coverage. I have an active account. So it's, it's like petty things that I feel like that happens every single time I put in a claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And since the claim gets paid, then clearly they're valid claims. So why does it take for me to have to call back after it denied for someone to do their job correctly?
[CUSTOMER][NEGATIVE] And now, like I say, now with the now with the situation where I can't even see it, cause I know when it's been denied.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I can't even see it right now.
[AGENT][NEUTRAL] Uh, we're
[AGENT][NEUTRAL] Yeah, I mean we're hoping that the online service center issue will be resolved um sometime hopefully this morning if you'd like um we can call you back and once we get like an update on that as far as to see if we can like help troubleshoot um and get you logged back in the online service center being down is a temporary um and I understand it's an inconvenience but it's not something that's permanent.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] I mean, I understand that. I know it's not your fault. I mean it's updates things of that nature. It's just for me, my concern is more so I can't see it because of previous things that happened, not because you guys have decided to change your system. I that's fine and understandable. It's just like I said, I can't see it, so I don't know when is it denied.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I just want to see if I could speak to the person that's working on it to ensure, you know, that there's no issues or I don't have to.
[AGENT][NEGATIVE] Well, right now, right now there's not even a claim number assigned to it like it's just awaiting somebody to work it like I, there's nobody assigned to it, there's not a claim number. I can just.
[CUSTOMER][NEUTRAL] Call back.
[CUSTOMER][NEUTRAL] Oh, so it's still been receipt.
[AGENT][NEUTRAL] Right, it's just like I can see that we've received it, but there's nobody that I would be able to transfer you to right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Now at this point.
[CUSTOMER][NEUTRAL] Got you. OK, OK. I thought you were saying it was in progress. That's why, you know, so I know that it goes like received in progress process. So if it was in progress, I knew somebody was working it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, nobody yet.
[CUSTOMER][NEUTRAL] When it is to see.
[CUSTOMER][NEUTRAL] Do you know what date they're on that they're working on claims?
[AGENT][NEUTRAL] No, I'm not aware of what date they're on. I'm sorry.
[CUSTOMER][NEUTRAL] OK. All right, well, I hope it gets cleared out so I can see later on.
[AGENT][POSITIVE] Yeah, hopefully, hopefully it'll be fixed um sometime today. They're working on it. I, I, it's a top priority area, so.
[CUSTOMER][POSITIVE] OK. All right, well thank you so much. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Uh-huh. Take care.
[CUSTOMER][NEUTRAL] You too