AccountId: 011433970860
ContactId: 8dd65c3b-1730-47bd-be4d-c20cc1b26bf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367299 ms
Total Talk Time (AGENT): 148404 ms
Total Talk Time (CUSTOMER): 146962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/8dd65c3b-1730-47bd-be4d-c20cc1b26bf0_20250320T15:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] and customer service.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thank you for calling uh APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I'm trying to log in as a new user on your website, um, and it's saying there seems to be a problem. No user was found with the information entered and to call the customer service number.
[AGENT][NEUTRAL] All right, Ms. [PII], I'd be happy to help you get logged into your uh service center today. Are you calling about a group, um, or your, your policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My individual policy.
[AGENT][POSITIVE] Perfect. Alright, just in case we get disconnected, what's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have your policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 02559266
[AGENT][NEUTRAL] All right, Miss [PII], give me just a moment. Let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Miss [PII] was able to pull up your policy. I just need to verify a little bit of information from you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is your email address?
[CUSTOMER][NEUTRAL] [PII]. It's [PII]
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Is that what you have? Or no?
[AGENT][NEGATIVE] No, it's not. That may be why um it's not working. This is a, it's a
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. AM.
[AGENT][NEUTRAL] Let's see [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Oh, that's my work. Yeah, that's my work. [PII] at Team postop.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So that's the email we have on file. Would you like to change it to your personal?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, yeah, if we could because I have a log in already because I'm also the administrator under my work, so I don't want it to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand. All right. What, uh, can you spell out that, that personal email for me again?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah, actually, let's go ahead with it's [PII].
[CUSTOMER][NEUTRAL] [PII] again.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright, so, uh, I've got that updated, um, Miss [PII], so if you wanna go ahead and try um to continue with creating that new log in and see if it gives you the same error.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I'm using, OK, and I'm using the member ID of 883697. Is that correct?
[AGENT][NEUTRAL] So that ID is um you're gonna need to use your social.
[CUSTOMER][NEUTRAL] Because it's
[CUSTOMER][NEUTRAL] OK, OK, I wasn't sure because that's the, that's the ID that's on the, the invoice, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, let's see. Oh yes, it's working it worked.
[AGENT][POSITIVE] Yes ma'am, most of the time, uh, if you get that error, it's either, you know, the email or uh the social and so if the email didn't work then I was gonna get you to verify your social for me um but yeah so alright well I'm glad I was able to help you. Is there anything else I could do for you today?
[CUSTOMER][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Awesome.
[CUSTOMER][NEUTRAL] Um, no, that's it. I mean, I don't know if you know, um, I don't know, um, so I have a couple of, um, physical therapy, um, visits that they're sending me an invoice. So do I pay those and then file the claim or if they don't file the claim, or how does that work? This is new for us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, no problem, um, so if they accept the Medlink then they would file the claim, but if they tell you that they don't accept it, then you would go ahead and pay for the service and then file a claim with us yourself, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And then 5. OK. OK. All right, perfect. Thank you so much.
[AGENT][NEUTRAL] No problem, Ms. [PII]. You sure there's nothing else?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right well thank you so much for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.