AccountId: 011433970860
ContactId: 8ec49d42-ca86-472c-b217-ba4d074c3773
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 649590 ms
Total Talk Time (AGENT): 198931 ms
Total Talk Time (CUSTOMER): 156264 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/8ec49d42-ca86-472c-b217-ba4d074c3773_20250505T21:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hello, good afternoon, um, I'm calling in regards to a claim, so I was looking online and I was trying to get um.
[CUSTOMER][NEGATIVE] Uh, registered so that I can like open my account and be able to claim, do a claim online. However, it's not allowing me to register.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with the online service center, ma'am. Can I please get your name and your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]. My phone number is um [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] My policy number, give me a second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so the policy number is.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, it's through my employer, so I'm not 100% sure if it's the group number you want or.
[CUSTOMER][NEUTRAL] The plan is meddling select group supplemental.
[AGENT][NEUTRAL] OK, can you give me either the inpatient or the outpatient certification number?
[CUSTOMER][NEUTRAL] OK, so it's 02507921. M as in mom, L 7.
[AGENT][NEUTRAL] Let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I'll need for you to verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and then my email, I'm not 100% sure it can be.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] So what are your rights?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that what you want your email address to be because we don't have one for you but you'll need to have one put in so that you can use the online service center.
[CUSTOMER][NEUTRAL] That'd be
[CUSTOMER][NEUTRAL] Oh, so I don't have one.
[CUSTOMER][NEUTRAL] I don't have an email address linked.
[AGENT][NEUTRAL] Right, so I need to add one in is this the one?
[AGENT][NEUTRAL] Right, that's why you're having trouble with it. So do you want it to be this [PII]?
[CUSTOMER][NEUTRAL] No, I would rather have a different one.
[AGENT][NEUTRAL] OK, what's, what's the one that you would like to have?
[CUSTOMER][NEUTRAL] So, the other one would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me add that in for you real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got your email added in there. Can you get all the way out of the online service center and then try to sign up for it again?
[CUSTOMER][NEUTRAL] Let me double check. Give me a second.
[CUSTOMER][NEGATIVE] No, it says no user was found.
[AGENT][NEUTRAL] OK, are you signing up as a new user?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And did you choose the option that you're an individual with an APL policy?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me verify your information one more time make sure that I got everything correct.
[AGENT][NEUTRAL] Your street address is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And there's there's no TH on the 57th, it's just [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The phone number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And let me, can you verify your uh zip code, I'm sorry, your social security number with me?
[AGENT][NEUTRAL] Can you give that to me? Make sure we've got that correct.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Aha, that's the problem.
[AGENT][NEUTRAL] Let me correct your social.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, the social was wrong, so let me go back and fix that now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We had a [PII] instead of a [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me get out of it and back in it.
[AGENT][NEUTRAL] OK, Ms. [PII], can you try, go ahead and get all the way back out and try to get back in again?
[AGENT][POSITIVE] I think I've got it corrected for you.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Now it did.
[AGENT][POSITIVE] Yay, good.
[CUSTOMER][NEUTRAL] So I can go from here now, correct?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, you can, yes ma'am.
[CUSTOMER][POSITIVE] OK, sounds good thank you very 01 more question what is.
[AGENT][NEUTRAL] All right, Ms. [PII]. Yes.
[CUSTOMER][NEUTRAL] What is my balance on my outpatient?
[CUSTOMER][NEUTRAL] A part of the insurance.
[AGENT][NEUTRAL] Let me check real quick.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Your balance on the outpatient. Uh let me see.
[AGENT][NEUTRAL] Uh, I'm not showing that anything has been used for the year of [PII].
[CUSTOMER][NEUTRAL] So does this mean that, uh, when do I restart? When, when does it restart?
[AGENT][NEUTRAL] [PII] it restarted.
[CUSTOMER][NEUTRAL] Oh, I did not know that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So it's every year, it's not when I applied, not when um I initially applied or got in.
[AGENT][NEUTRAL] Right, it's every year.
[CUSTOMER][NEUTRAL] Ah, OK. I didn't know that. They didn't tell me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Sounds good. Thank you very much.
[AGENT][NEUTRAL] OK. You're welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes, that would be it.
[AGENT][POSITIVE] All right, so you have a wonderful week and thank you for calling APL ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, bye-bye, Ms. [PII].