AccountId: 011433970860
ContactId: 4e6d54d0-098a-4eaa-89c8-dfdbf2d5601b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267519 ms
Total Talk Time (AGENT): 144932 ms
Total Talk Time (CUSTOMER): 71613 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/4e6d54d0-098a-4eaa-89c8-dfdbf2d5601b_20250418T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I tried the other day to get into my, um, open a create an account to see my, uh, insurance ID cards and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I got blocked out. I mean, it wouldn't go through all the way and now I'm trying to figure out what I need to do. All right now.
[AGENT][NEUTRAL] Sure, um, so you're going to create, got you, OK, so you're going to create an account, um, is it giving you an error like saying user not found or something like that?
[CUSTOMER][NEUTRAL] To uh access my ID cards.
[CUSTOMER][NEGATIVE] It's not going all the way through. I was once I push, uh, next, it don't, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And don't go through.
[AGENT][NEUTRAL] To create an account correct?
[CUSTOMER][NEUTRAL] To go to search then it'll pop back to next.
[CUSTOMER][NEUTRAL] Yeah that's a new account.
[AGENT][NEUTRAL] OK, um, let's go ahead and get your uh policy pulled up so the information that you entered does have to match what we have in our system so we will go ahead and make sure that all of that is correct. Um, also, are you doing this on a desktop or a laptop computer or are you using a mobile device?
[CUSTOMER][NEUTRAL] My phone.
[AGENT][NEUTRAL] OK, that could be an issue as well. Our website really does not have much support for mobile devices at this time, so, um, especially if you're going to be uploading claim information or anything like that, uh, you're not going to get uh any errors if you use a desktop or a laptop, so that could definitely be a problem there, but we can go ahead and just make sure that what we have is correct. What was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and do you have uh your policy number?
[CUSTOMER][NEGATIVE] I don't, I don't have anything. I, I've been paying for this for like 2 months now and I haven't received anything.
[AGENT][NEUTRAL] That's OK. Sure.
[AGENT][NEUTRAL] OK, um, I can start using your social.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] Alright, just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII], is that correct?
[AGENT][NEUTRAL] Yes, that's exactly what we've got um and the last thing I need is the email address we've got on file for you uh looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, lowercase [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you so much. Thank you for verifying all of that, [PII]. OK, so this is most likely going to be the hiccup here. Uh, you don't have any active policies with us at this time. So you did have a dental critical illness and a hospital indemnity, which is a medical plan. Um, they were all terminated though in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So if your employer uh switched to a different provider or something like or a different carrier that's definitely possible I would get with them to find out who you currently have coverage with.
[CUSTOMER][NEUTRAL] Well this is the link that they sent me. I just talked to them last week and they sent me this link.
[CUSTOMER][NEUTRAL] Saying that this is what I have.
[AGENT][NEUTRAL] OK then I would have them, I would definitely have them give us a call then because at this time you don't have any active policies with us.
[CUSTOMER][NEGATIVE] Oh wow. So I've been paying money for nothing.
[AGENT][NEUTRAL] I wouldn't say that but if if they're still taking money out of your check, it's got most likely going somewhere that's why I think that that they might have just accidentally given you incorrect information as to who your coverage is currently with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, well, sorry there wasn't more I could do to help [PII]. Do you have any other questions for me?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] OK yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank