AccountId: 011433970860
ContactId: 7a6d8aa3-0360-4b39-a224-d0fe4e2b5cad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343200 ms
Total Talk Time (AGENT): 156676 ms
Total Talk Time (CUSTOMER): 155333 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/7a6d8aa3-0360-4b39-a224-d0fe4e2b5cad_20250509T17:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK, um, I was talking to somebody a minute ago, and I guess they lost connection, but my name is [PII] and I'm in [PII]. My wife was filing some claims for my, uh, to get paid on some of my wellness visits, but, uh, they wouldn't, they wouldn't allow her to do that. So I need to call and add her email and her and authorize her to be able to do that for me.
[AGENT][NEUTRAL] OK, so, um, Mr. [PII], do you want a one-time authorization thing or you want uh to just get her authorized on the account for any future?
[CUSTOMER][POSITIVE] Yeah, for yeah, she can be on there for any future stuff.
[AGENT][NEUTRAL] OK. So, um, it cannot be done over the phone, but I can go ahead and get the paperwork you're gonna need for that. OK, Mr. [PII]? Um, may I have a callback number just in case?
[CUSTOMER][NEUTRAL] Can you do a one time?
[AGENT][POSITIVE] I can do it one time today, yeah.
[CUSTOMER][NEUTRAL] Can you do a one time visit over the phone and then we can, we can do that after that, right? OK, let's do that and then next week, uh, you're gonna mail me the information to fill out? How is that gonna work? OK, let's, let's do the.
[AGENT][POSITIVE] Yes, I can.
[AGENT][NEUTRAL] Sure. Yes. OK.
[AGENT][NEUTRAL] Yes, I.
[AGENT][NEUTRAL] I can either email it or I can fax it or mail it in.
[CUSTOMER][NEUTRAL] Yeah, let's do the one time deal and then you can mail me the information in the mail and she can she can take care of that.
[AGENT][NEUTRAL] Yeah, OK. Let me have um a callback number just in case we get disconnected and the policy number.
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My policy number is 00425102.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Someone said that maybe my she we needed to reset the portal if you understand what that means.
[AGENT][NEUTRAL] Mhm. Yes, yes. OK. And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] All right, so my date of birth is [PII]. My mailing address is [PII]. My email address, mine is [PII].
[AGENT][NEUTRAL] OK, so it's [PII], it's not [PII].
[CUSTOMER][NEUTRAL] No, it's, it's my name, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me update that. All right.
[AGENT][NEUTRAL] OK, here we go. And let's see. And um you said that you needed to get uh updated on the OSC um have you already registered or you're trying to register?
[CUSTOMER][NEGATIVE] I'm not sure. She just said she called this number to file those claims to get reimbursement for the for our for my wellness checks, and they wouldn't let her, uh she since her name or wasn't on my account, they, they wouldn't give her access. They said I needed to call and authorize her to be able to use this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I'm gonna just go put an authorization for her to create the account online on your behalf. That's, I think that's what she's trying to do because I don't see an account created, OK?
[AGENT][NEUTRAL] So let me see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so we have it as [PII]. Is that OK?
[CUSTOMER][POSITIVE] [PII], yeah, that's correct.
[AGENT][NEUTRAL] OK. All right. OK. Um, so, yes, I'll go ahead and make a note. So when she calls back, we know that we can go ahead and help her with that. Um, and again, this is just gonna be a one-time authorization and I'll go ahead and send the paperwork for authorization if you wanna just add her to the policy to get additional information or make any changes. Um, do you want me to send the paperwork by mail or you want me to email the paperwork?
[CUSTOMER][NEUTRAL] I want you to I want you to email it to her. I'm gonna give you her email address.
[AGENT][NEUTRAL] You know.
[AGENT][NEUTRAL] To her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To her yeah her. All right, it's [PII]. So it's [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and that was [PII], and you said CO.
[AGENT][NEUTRAL] The letters [PII]
[CUSTOMER][NEUTRAL] Yes, like the, the two letters [PII], [PII] [PII]. That's not a zero, it's a, it's a letter.
[AGENT][NEUTRAL] OK. OK, so I'll go ahead and send the paperwork over to her, uh, for the authorization.
[AGENT][NEUTRAL] And then I'll go ahead and make a note so when she calls again, she can go ahead and create that account online to uh submit the wellness. Is there anything else I'm gonna help you with today? Any other information, any?
[CUSTOMER][NEUTRAL] I don't think so. I think that's it, and I, uh, can you tell me when that policy was issued?
[AGENT][NEUTRAL] Any other questions?
[AGENT][NEUTRAL] All right. So this one was issued on [PII].
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day and weekend.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.