AccountId: 011433970860
ContactId: 9bf2e3ad-c241-425e-9326-a66212b5985a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 583140 ms
Total Talk Time (AGENT): 237484 ms
Total Talk Time (CUSTOMER): 148005 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/9bf2e3ad-c241-425e-9326-a66212b5985a_20250619T15:36_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from.
[CUSTOMER][NEUTRAL] Cardiology and fitness medicine.
[CUSTOMER][NEUTRAL] I'm trying to do the new log in hold on let me close my door. I'm so sorry.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] So I'm trying to do a new log in.
[CUSTOMER][NEGATIVE] And it keeps telling me.
[CUSTOMER][NEGATIVE] Claim not verified email.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] It'll say do you wanna change the email?
[CUSTOMER][NEGATIVE] And I changed the email and it still doesn't work.
[AGENT][NEUTRAL] OK, let's look at your policy. Uh, [PII], what is your policy number, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm let me see do do do the policy number. Who is my policy number?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Had a group number.
[CUSTOMER][NEUTRAL] Where's the policy number on here?
[AGENT][NEUTRAL] You might begin with a 01 or 02.
[CUSTOMER][NEUTRAL] Oh, OK, because we have several, I'm just, I'll give you mine because I'm on the policy 021.
[CUSTOMER][NEUTRAL] 45,790
[AGENT][NEUTRAL] Thank you. If I could verify your um name, date of birth, and a phone number, please, while I look this up and and see what's going on.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]. My date of birth is [PII].
[CUSTOMER][NEUTRAL] And what else you need?
[AGENT][NEUTRAL] I just need your phone number please to verify that as well.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and um [PII], what is the uh email address that you're using to log into the system?
[CUSTOMER][NEUTRAL] Well, I'm using, I got to mail [PII].
[CUSTOMER][NEUTRAL] Or [PII] care [PII].
[AGENT][NEUTRAL] OK, are you doing this for, uh, are you doing this for your own, uh, policy, or are you doing it for someone else?
[CUSTOMER][NEUTRAL] It's for our group.
[AGENT][NEUTRAL] It's for your group. OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, OK, that's.
[AGENT][NEUTRAL] So what what ends up happening is we we updated the system.
[AGENT][NEUTRAL] We updated the online.
[CUSTOMER][NEUTRAL] Right, I know, I, I.
[CUSTOMER][NEUTRAL] That's what the young lady told me.
[AGENT][NEUTRAL] And you went into
[AGENT][NEUTRAL] That and you went in to create an account and it's still not letting you do it, is that correct?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK, let me just check here.
[AGENT][NEUTRAL] Because what we will probably end up having to do is have it we will probably need a screenshot.
[AGENT][NEUTRAL] Of the error message that you're getting and we probably and what we need to do is research it and find out what has happened um we're doing this uh we have a a couple of things that uh need to be worked out on the online service center for the most part it's great, but occasionally we have the, uh, where, where you're just not able to find your record and in this case what we do is, uh, if we can find out what your, um, uh, your group number is and you could also, uh, send a screenshot of the error message that you're getting, [PII].
[AGENT][NEUTRAL] And then that can be sent to our care team and what they're doing is they're researching those now. They're researching those to find out what is why it is that you're that you're not able to log into the system and then that way we can go ahead and work with you individually to get this, get this fixed, but that's what they're doing is they're going one by one.
[CUSTOMER][NEUTRAL] OK, and
[AGENT][NEUTRAL] So if you don't mind.
[CUSTOMER][NEUTRAL] OK alright I understand that right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so in the meantime I need to pay a bill.
[AGENT][POSITIVE] OK, you can, let's see what we can do.
[AGENT][NEUTRAL] I probably go ahead and have that. Let me have you talk to somebody in billing and we can probably get to.
[AGENT][NEUTRAL] OK, let's talk to somebody in our care team. Excuse me just a moment, please. I'll right back. Excuse me just one moment.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Yes [PII], this is [PII] in uh the claims department. I have a broker online, um, he's trying to get on to the to the OSC and I, and she's having trouble. I tried to help her, um she is going to send in a request to the care team to, to have her, uh, I think her email that we have a problem with that. The problem is is that she's wanting to pay a bill right now over the phone and um.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was the reason I was calling is I'm not sure whether I need to contact you, uh, your group as the ambassadors of the for the the OSC or um.
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] You do, uh, that's what I'm supposed to be doing.
[CUSTOMER][NEUTRAL] So here's the thing. So for the issues with online service center, she needs to go to Broker resources. If she wants to make a payment right now, that's group billing. I don't believe that Broker Resources can take payment, so I think she should, it depends on what she wants to do. Um, I mean, you can transfer her to me, but I'm just gonna send her to one of them because I can't, if there's anything broker broker resources, they told us. Unless it's a payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] uh
[AGENT][NEUTRAL] So that's good um I'm trying to find their uh do you have their um extension or actually I think I can find it. OK, that's great, [PII]. I'll just go ahead and try that.
[CUSTOMER][POSITIVE] You OK? All right, well have a good day.
[AGENT][POSITIVE] OK, thank you. Thanks a lot. I appreciate it.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Yes, [PII], this is [PII] in the claims department. I'm, I'm sorry, I'm having trouble with my phone. I hope you can hear me. I have a [PII] who is the uh representative of her group and she's trying to make a payment. Now, we're fixing her account so that she can do this online.
[AGENT][NEUTRAL] But we're she's wanting to make a payment right now and I was wondering if uh um I talked to the care team and they said that I might need to talk to you about transferring her so that she can make a payment for the group right this moment.
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] So the broker's trying to make a payment for the group?
[AGENT][NEUTRAL] Uh, that's, that is what she is saying, she is the representative of this group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the broker can't do it, but if it's the group contact they can make a payment but I, I can't take a payment would be the billing department.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] It be the billing department. OK, let me see if I can get in touch with them. Um, OK, thank you. I appreciate it, thanks.
[CUSTOMER][POSITIVE] Uh, you're welcome.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Yes, my name is [PII]. I'm in the claims department of ACL. I have a representative for a group online. Um, what she's wanting to do is, uh, we're, we're having to fix her records so that she can go on the OSC and make a payment, but she wants to make a payment right now, and I was wondering if I could transfer to you if you were able to accept your payment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For the group.
[CUSTOMER][NEUTRAL] Um, what group is she with?
[AGENT][NEUTRAL] It's 25213.
[CUSTOMER][NEUTRAL] 25213.
[AGENT][NEUTRAL] And I'm talking to a [PII] in a verifier.
[CUSTOMER][NEUTRAL] [PII], you said her name is?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, yeah, let me get that pulled up invoice pulled up really quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and her callback number, did you get a callback number from her?
[AGENT][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright thank you you can go ahead and send her over.
[AGENT][POSITIVE] OK, thank you very much. I