AccountId: 011433970860
ContactId: 9a6be47a-ac60-4f9e-8e4f-955fb7482d86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534109 ms
Total Talk Time (AGENT): 120084 ms
Total Talk Time (CUSTOMER): 283379 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/9a6be47a-ac60-4f9e-8e4f-955fb7482d86_20250604T21:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm trying to uh submit some additional documentation through the website that I was asked for but I'm unable to log in.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah it's uh.
[CUSTOMER][NEUTRAL] Let's see here. You, uh, I have a the card it says group number and payer ID. Are any of those it or no?
[AGENT][NEUTRAL] Um, or the certification number, should be a certification number.
[CUSTOMER][NEUTRAL] OK, there's an in the hospital and an outpatient, uh, I guess maybe the outpatient 1, 025.
[CUSTOMER][NEUTRAL] 929
[CUSTOMER][NEUTRAL] 92
[CUSTOMER][NEUTRAL] M like Mary, L like Larry, 8.
[AGENT][NEUTRAL] OK, can you verify your name and your date of birth, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] And my date of birth is [PII].
[AGENT][NEUTRAL] And then what is your address and your email address?
[CUSTOMER][NEUTRAL] [PII] and my email should be my work one [PII].
[AGENT][POSITIVE] OK, thank you. And a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Uh, this 1 [PII].
[AGENT][NEUTRAL] OK, thank you. OK, so we have upgraded our website, so you're gonna have to recreate the account.
[AGENT][NEUTRAL] Um, so if you go to secure. yeah, if you'll have to create the account over again, um, you would be an insured.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Um, and then,
[AGENT][NEUTRAL] First I just follow the prompts. It'll be your social security number, full social security number, no dashes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, quick question, it's saying here display name, given name and surname.
[CUSTOMER][NEUTRAL] Uh, given name would be always my first name, surname is my last name, correct?
[AGENT][NEUTRAL] Yes, and then, um, display names, whatever name you want it to appear when it, when you pull up your site like it'll say hello Avi whatever you want.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Alright, so here clean uh verification necessary some verification code.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's got like a two-factor authentication um requirement now.
[CUSTOMER][NEUTRAL] OK, hold on one second, sorry.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's gonna probably send it to my email, right? Let me check.
[AGENT][POSITIVE] Yes it will, yeah.
[CUSTOMER][NEUTRAL] OK, here we go. 96445.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] It's claim not not verified. Why not, um.
[CUSTOMER][NEUTRAL] See this is what keeps happening. It keeps saying that.
[CUSTOMER][NEUTRAL] Let me, let me put another email address on here.
[AGENT][NEUTRAL] Uh, yeah, the, the only email address you can put is the [PII] is it [PII]?
[CUSTOMER][NEUTRAL] It's [PII], is that maybe what's happening?
[AGENT][NEUTRAL] No, that's, that's what we have.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You have [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright, so I just press send verification code. Let's see what happens now, um.
[CUSTOMER][NEUTRAL] It's already done.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, just came in. Let's see 249.
[CUSTOMER][NEUTRAL] 966.
[CUSTOMER][NEUTRAL] Verify the code.
[CUSTOMER][NEUTRAL] Email address verified you can now continue. OK, great.
[CUSTOMER][NEUTRAL] Uh, see your password share.
[CUSTOMER][NEUTRAL] I agree to the terms I think I'm in now and just see if it takes me.
[CUSTOMER][NEUTRAL] Go to the dashboard it's making me log in again, uh.
[AGENT][NEUTRAL] Did you create your new password?
[CUSTOMER][NEUTRAL] Send verification code again.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, here's the latest one for [PII].
[CUSTOMER][NEUTRAL] Verify the code continue.
[CUSTOMER][POSITIVE] All right, I'm finally in.
[AGENT][POSITIVE] OK. Sorry about that, yeah.
[CUSTOMER][NEUTRAL] You may wanna
[CUSTOMER][MIXED] They wanna get some feedback to people that it's very not very user friendly but it's OK and then file a claim, but I've already filed a claim so I would just find the claim, right?
[AGENT][NEUTRAL] Yes, you'll find the claim and there should be an option to upload. Are you uploading additional documentation?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Whatever they
[CUSTOMER][NEUTRAL] So let me just see, hold on, just confirm.
[CUSTOMER][NEUTRAL] I don't know for some reason it's making me do something about my text messaging. OK, so I see here I'm in the dashboard, uh, resource center I imagine.
[CUSTOMER][NEUTRAL] Uh, products claims support.
[AGENT][NEUTRAL] Uh, so it should be, let me pull up.
[CUSTOMER][NEUTRAL] Actually, no, that's to get support and then go back to home.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Just, just see on your dashboard, um.
[CUSTOMER][POSITIVE] Take care, [PII].
[CUSTOMER][NEUTRAL] Uh, let me see, I'm gonna return to the OSC maybe that's what it is, return to the OSC.
[CUSTOMER][NEUTRAL] The things you're saying.
[CUSTOMER][NEUTRAL] Hold on, it's loading.
[CUSTOMER][NEUTRAL] Skip. Would you like to review the coverage details? No. Do you need access to your ID cards? No. Start your claim active, but where's because I filed one the other day, shouldn't it have somewhere where it shows me what I filed. Let me see my policy.
[AGENT][NEUTRAL] Yes, you I only show one claim on file.
[CUSTOMER][NEUTRAL] Uh, showing the policy.
[CUSTOMER][NEUTRAL] Oh, here it is. I, you have to go to my policy and then there's a second tab next to my details that says claims.
[CUSTOMER][NEUTRAL] Alright, I found it, so I guess what click there right let me see.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, where would I upload?
[CUSTOMER][NEUTRAL] Looks like something's loading still.
[CUSTOMER][NEUTRAL] Open
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Says pro processed.
[AGENT][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] But I'm on page 0 and then I just kinda, it just kind of loads and loads.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Does process mean that that's it, it's over or or?
[AGENT][NEUTRAL] Did it give you an option to upload a document?
[CUSTOMER][NEUTRAL] Not yet, it kinda keeps um, it keeps like uh there's like a little wheel that keeps going around like it's loading something else, but nothing comes up.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know I got also correspondence in the mail saying hey you can also mail it. I just prefer to do it here on the website it's kind of quicker, but.
[AGENT][NEUTRAL] No, you
[AGENT][NEUTRAL] Yeah you can do it on the website. Um, you can go to start new claim then traditional claim that that's where you can upload a document because we have it we see it all on your dashboard so we'll be able to connect the two if we're requesting additional information.
[CUSTOMER][NEUTRAL] OK, so just kind of.
[CUSTOMER][NEUTRAL] Uh, alright, so I'll, yeah, here we go, it's pointing. OK, so I'll do that and then.
[CUSTOMER][POSITIVE] Hopefully that works OK?
[AGENT][NEUTRAL] Yeah and then upload your file and then we'll um review it for additional processing.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][NEUTRAL] OK, anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it thanks you've been very helpful. Have a great, great rest of the day.
[AGENT][POSITIVE] OK, thanks for calling APL. You as well. Bye-bye.