AccountId: 011433970860
ContactId: 65f26faa-0acd-49d6-a1a4-af2c2c09ecc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 609429 ms
Total Talk Time (AGENT): 215750 ms
Total Talk Time (CUSTOMER): 201885 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/65f26faa-0acd-49d6-a1a4-af2c2c09ecc8_20250407T18:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes hi I was calling um to ask about a claim that I don't think that my provider submitted to you guys and I wanted to try to do it online but I couldn't get into my account.
[AGENT][POSITIVE] All right, I'd be happy to help you um getting into your account today. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] All right, Miss [PII]. And just in case we get disconnected today, what's a good phone number I can call you right back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I do. I think it is I have a group number.
[CUSTOMER][NEUTRAL] Which is 175997.
[AGENT][NEUTRAL] OK, I can find it that way.
[AGENT][NEUTRAL] 17.
[CUSTOMER][NEUTRAL] OK, sorry, I always get confused because it says like the benefit numbers are different.
[AGENT][NEUTRAL] OK, no problem. Let's see, give me just a moment. I'm gonna look it up by that group number.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Alright, Miss [PII], I was able to locate your policy. I just need to verify some information before we can continue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and your current address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and you already gave me your phone number, so the last thing I need to verify is your email.
[CUSTOMER][NEUTRAL] Sure, um [PII].
[AGENT][POSITIVE] Perfect. All right, thank you so much for verifying that information for me, Miss [PII]. Let me take a look at your um account online and we can figure out how to get you logged in today, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, so it looks like your username is your first and last name and the A is capitalized. Is that the username you're trying to use?
[CUSTOMER][NEUTRAL] Uh, tell me what that was again. My first and last name and the H is capitalized.
[AGENT][NEUTRAL] The [PII], A [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what I was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, just the [PII], not the H.
[AGENT][NEUTRAL] Yes, ma'am, just the A.
[CUSTOMER][NEUTRAL] Um, let me.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Yes, that is what I was trying to use.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Yeah, I just tried it again and it says invalid user name or password.
[AGENT][NEUTRAL] OK, so your password is going to probably be incorrect. Does it give you the option to reset your password?
[CUSTOMER][NEUTRAL] I did that before I tried calling you.
[AGENT][NEUTRAL] OK, so we'll need to let's see, did you have it sent the um link sent to your phone or your email?
[CUSTOMER][NEUTRAL] Um, well, I was actually calling you at the time, so it was sent to my phone and then you called me back so I was here. Let me see if I can do this. Um, I'll do it again, I guess.
[AGENT][NEUTRAL] OK, yeah, let's go ahead and go through that.
[CUSTOMER][NEUTRAL] OK, do it on my phone.
[AGENT][NEUTRAL] Because your user name is correct, it's your first and last name all together and only the [PII] and [PII] is capitalized. It is case sensitive.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh, it says password successful reset OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, I know what I did wrong sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That should work.
[CUSTOMER][NEUTRAL] That's the password, yes. OK.
[CUSTOMER][NEUTRAL] Um, all right.
[CUSTOMER][NEUTRAL] So I am seeing all these claims.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just wanna, I guess I could probably.
[CUSTOMER][NEUTRAL] See if they did submit it and it only goes back to.
[CUSTOMER][NEUTRAL] Yeah, I don't think they submitted it because it's um like a $12,000 from a Boca Medical Center for Reese Hinman and I don't see anything for that, so I just have to upload the claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then they'll review it if I do upload files right here.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Enter claim details.
[CUSTOMER][NEUTRAL] Says enter claim details it's not.
[AGENT][NEUTRAL] Now I do see you said it was from where?
[CUSTOMER][NEUTRAL] It is from West Oaka Medical Center.
[AGENT][NEUTRAL] OK, I don't see a claim for that, but I do see a claim for Reese, um, with the data service of 11-19-2024.
[CUSTOMER][NEUTRAL] Um, hold on one second.
[CUSTOMER][NEUTRAL] that yes, that.
[AGENT][NEUTRAL] OK, yeah, I do see that claim here um I'm not sure about how it went though. I don't usually uh deal with claims. Would you like to speak with somebody about this?
[CUSTOMER][NEGATIVE] Yeah, because this, this whole supplement is supposed to cover my deductible and now they've applied 4300 to my deductible which I thought you guys are supposed to be responsible for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEGATIVE] I don't know why it wouldn't have been paid.
[AGENT][NEUTRAL] Yeah, alright, Miss [PII], well, I will get you over to somebody in the claims and benefits department. Um, was there anything else I could do for you before I transfer you over?
[CUSTOMER][POSITIVE] Yep, that would be great if you can over.
[CUSTOMER][POSITIVE] No, I'm good thank you very much.
[AGENT][POSITIVE] No problem, Miss [PII], and thank you so much for calling APL today. I hope you have a wonderful day. Hold on just a moment for me, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] It's so weird calling the care team. Um, so.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] I've got somebody on the line that wants to talk to somebody about a claim, um, and I almost, I tried to call midlink and then I was like, oh wait, I'm supposed to send it to the care team um so let me.
[CUSTOMER][POSITIVE] Yeah, I can help with
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her policy is.
[CUSTOMER][NEUTRAL] What's their policy?
[AGENT][NEUTRAL] 137.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 2335.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and at 4.
[AGENT][NEUTRAL] The claim is for Reese Henman that's gonna be P4.
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] Reese number 4 and who's um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is [PII]?
[AGENT][NEUTRAL] The insured [PII], yes.
[CUSTOMER][NEUTRAL] OK. All right. OK, you can go ahead and send him through. uh-huh.
[AGENT][NEUTRAL] Um, she would, I can give you a little background of what we already did. Um, she could not get into her all OSC. I walked her through resetting the password, gave her her username. I have verified all information and her callback number is the number in the system.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, awesome. Thank you so much, [PII], and I'll help her with the claim.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you so much. Have a good day.
[CUSTOMER][POSITIVE] You're welcome. You're welcome. Bye bye.
[AGENT][NEUTRAL] Mhm bye bye.