AccountId: 011433970860
ContactId: 9d767b38-bef2-4c52-9c86-26d34e0d306a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 564219 ms
Total Talk Time (AGENT): 238239 ms
Total Talk Time (CUSTOMER): 210750 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/9d767b38-bef2-4c52-9c86-26d34e0d306a_20250618T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team. I've got a broker on the line um that's been verified. I just went over claim status with her on several claims for a member, but she, I was gonna send her back your way because she said prior to the new website she was able to look at claim details for members that are her groups and now she can't see anything.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK, yeah, you can send her our way. What is her name and what is the group number?
[CUSTOMER][NEUTRAL] Um, so her name is [PII], and let me get the uh group number. Hold on just a second.
[AGENT][NEUTRAL] And is she the broker or is she like a admin for it?
[CUSTOMER][NEUTRAL] No, she's the broker, um, it's [PII] and the group number is 26309.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And do you want the policy number I was helping her with too just in case?
[AGENT][NEUTRAL] No, that's OK. I, I can't see any of the claims anyways.
[CUSTOMER][NEUTRAL] OK, so could they see claims before?
[AGENT][NEGATIVE] No, they couldn't.
[CUSTOMER][NEUTRAL] OK, because she insisted that she could, but I'm now I'm like, I don't know if she, if she really could.
[AGENT][NEUTRAL] No, unless she unless she was the one that was submitting it, um, then she could see it whoever submits the claim can see it, um.
[AGENT][NEUTRAL] But I don't know what access she had.
[AGENT][NEUTRAL] So, yeah.
[CUSTOMER][NEUTRAL] OK, OK, maybe that's what the confusion is. OK, um, if you don't mind though, I'm gonna transfer on through if that's OK. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely, yeah.
[CUSTOMER][NEUTRAL] OK, I'll introduce you and then release it, OK?
[AGENT][POSITIVE] Sounds good thank you.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] OK, and I've got [PII] on the line and she'll be able to assist you with your questions on what you can see on the site, OK?
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Hi
[CUSTOMER][POSITIVE] OK thank you have a great day.
[CUSTOMER][NEUTRAL] For you today
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hi [PII], so tell me, how can I look my information fast.
[CUSTOMER][NEUTRAL] Um, the current renewal date.
[AGENT][NEGATIVE] I'm so sorry, you seem to be breaking up.
[CUSTOMER][NEUTRAL] OK, I was telling you that I'm trying with a new system. How can I see information the previous years.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That you could previously see um so do you know what you've logged into like what um.
[AGENT][NEUTRAL] I guess what type of account you have created.
[CUSTOMER][NEUTRAL] I'm an online
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] It's, it's an online service center.
[AGENT][NEUTRAL] Yes, so did you create a brokerage account, an agency account, a group account? Do you know which one you created?
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] Um, broker, I think it was broker because I put in my number. uh-huh.
[AGENT][NEUTRAL] A broker.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so what are you not able to see on your brokerage account?
[CUSTOMER][NEUTRAL] Um, I'm not able to see past claims. Like I was looking for for this particular client that I was um asking the claims department to help me with, because I couldn't see it. Any, anything past.
[AGENT][NEUTRAL] The claims?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, 9124, I cannot see, which is the current year.
[AGENT][NEUTRAL] So you can't see past 924 for this group.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here. I thought you were looking for something, yes. If I cannot.
[AGENT][NEUTRAL] OK, 00, OK, so, so you can't see past, you can't see past 9 124 on anything in the group.
[CUSTOMER][POSITIVE] I was waiting for you, yeah.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, let me take a look.
[AGENT][NEUTRAL] And the group number you are calling about is 263-09, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like this group's original effective date was [PII], so you should be able to see this September. Um, let me take a look.
[AGENT][NEUTRAL] At this
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so are you just trying to see the invoices or or what particular are you trying to see because I, I am seeing that the invoices only go up to 627-2024, um, and if the original effective date was [PII], we should have that in there, um, so I'm gonna go ahead and submit a ticket to IT, but is there anything else that you aren't able to see?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I, OK, so, OK, so I, I never mentioned invoices. What I need to see is claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I'm not able to.
[AGENT][NEUTRAL] Do you know if previously if you had um a group access like if the group gave you access to their account?
[CUSTOMER][NEUTRAL] You know, I never go in and check for claims, so I honestly don't remember because normally I will call it in right, so I don't know if, if I'm able to, I mean, I was able to see if there's something filed, but, but not look into details, but I don't know, you guys changed the system, so I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I don't know. I honestly don't know.
[AGENT][NEUTRAL] Yeah yeah so I I guess I'm just trying to figure this out as well because previously you could only see the claim if you submitted the claim, um, so I and and that's what's kind of standing true today so I don't know what access you had prior to, um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] But you said you could see everyone's claims on there. Was it just for this specific group or for all your groups?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I'm not sure because I never looked at claims online. I would always call you guys to find out. I know that I will go online, I will see that there's a lot of information, but I never really clicked on it to see, because I would actually call ATL and get the information on the phone.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, OK, yeah, so then, um, you, you wouldn't be able to see the claim unless you submitted the claim for the insured, um, but if you ever wanna call us and, and get a status update or email us and get a status update, we can always help you with that.
[CUSTOMER][NEUTRAL] Right, I've always done that. I'm just wondering if with the new system I'm able to look at the claims and maybe run a claims report that I can tell the client is that something that I'm able to do?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, is that uh because of me or this is all the brokers in general?
[AGENT][NEUTRAL] All the brokers in general, no one can see a claim unless um they submit the claim.
[CUSTOMER][NEUTRAL] I see. OK, so I'm not able to run a report then, either?
[AGENT][NEUTRAL] Mm, um, no, the only, the only report you'd be able to um run is just like a group detail report that would just show you everyone who is included on the um the plan.
[CUSTOMER][NEUTRAL] Oh the what
[CUSTOMER][NEUTRAL] On a group, right, OK, so is that something that I can ask you guys to do for me to give me a a claims report for a specific member?
[AGENT][NEUTRAL] Um, you can, uh, if you send us an email, then we can, can ask for that. You'll just have to provide like the reasoning of, of why you are needing a claims report for that employee, and then, um, then we can submit that and see if we can get that for you.
[CUSTOMER][NEUTRAL] OK, what would be, would it be the care team at [PII]?
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] Or is there another
[AGENT][NEUTRAL] Yeah, they are the ones that ultimately um complete the task you can always send it to the Florida sales line um but we would just pass it along to the care team so I would go directly to them.
[CUSTOMER][NEUTRAL] Care team.
[CUSTOMER][POSITIVE] OK, OK, sounds good thank you I appreciate your help. All right, so I think that's all that I.
[AGENT][POSITIVE] Of course you have a great rest of your
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Yes, I'm sorry, I think I lost you for a moment. Yeah, no, that's it. That's all I need. Thank you so much for your help.
[AGENT][POSITIVE] Oh, no, you're good.
[AGENT][POSITIVE] Of course, you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Mm bye-bye.
[AGENT][NEUTRAL] Bye bye.