AccountId: 011433970860
ContactId: a51fc425-15a8-4a42-acfb-f4d649cb238c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 837780 ms
Total Talk Time (AGENT): 367409 ms
Total Talk Time (CUSTOMER): 284450 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/a51fc425-15a8-4a42-acfb-f4d649cb238c_20250610T22:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi. I just got a card in the mail. I guess we're supposed to hook.
[CUSTOMER][NEGATIVE] Get them established, but the thing of it is is I can't even get on it. Every, it's like all my information is wrong or something.
[AGENT][NEUTRAL] OK, all right. Can I please get your name and your callback number and I'll be able to verify the information with you.
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is your policy number that's on the card?
[CUSTOMER][NEUTRAL] It's 02638462.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [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] I just gave you the phone number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] It should be under Lehman pipe.
[AGENT][NEUTRAL] OK. And what is your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, let me look.
[AGENT][NEUTRAL] Yes, I am showing that this policy was issued under Lehman Pipe and Plumbing Supply. The employer number or group number is 27,090.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So why isn't it letting me get online to register it?
[AGENT][NEUTRAL] OK, so when you go into the online service center the first time you're gonna set up a new account under insured.
[CUSTOMER][NEGATIVE] That's what I did and it's telling me error no user found.
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] OK, let me look and see.
[AGENT][NEUTRAL] I'm gonna go in there myself.
[AGENT][NEUTRAL] And see if I can't help you.
[CUSTOMER][NEGATIVE] So the member number is supposed to be what? Because I put in my social, it doesn't even go by that.
[CUSTOMER][NEUTRAL] So it says last name, social security number, member number.
[CUSTOMER][NEUTRAL] And then it says my zip code, my email, and then my date of birth.
[AGENT][NEUTRAL] OK. So, let's verify the spelling of your last name. Can you spell it for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's correct. Can you verify your social for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's the full social so we make sure we have it correctly in our system.
[CUSTOMER][NEGATIVE] I don't like that.
[CUSTOMER][NEGATIVE] I'm sorry, I just don't like that. Like, I don't know who you guys are. I know that we were switching and then I get the cards in the mail. And I mean, you have everything but that. So I don't understand like why it's not working.
[AGENT][NEUTRAL] OK, would you like from
[AGENT][NEUTRAL] Would you like for me to give you the social that we have?
[CUSTOMER][NEUTRAL] And um my date of birth.
[AGENT][NEUTRAL] Uh huh yes ma'am. What is your date of birth?
[CUSTOMER][NEUTRAL] I is my date of birth correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have [PII]
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[AGENT][NEUTRAL] And the social that we have is [PII], is that correct?
[CUSTOMER][NEUTRAL] What was the last one, the last one you broke up?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yes, you have my social.
[AGENT][NEUTRAL] OK, and let's see, I'm gonna put your zip code is [PII].
[AGENT][NEUTRAL] And you did verify your email address for me, so let me just copy and paste that in there.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I hope it doesn't do this to all my guys at work because I take care of everybody's insurance in my branch.
[CUSTOMER][NEGATIVE] In our [PII] branch and if I can't get on then there there's gonna be an issue.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I want you to reactivate it like they did. Do you guys also have an app for this like to get on it?
[AGENT][NEUTRAL] We don't have an app for the phones yet. We're working on that. We're hoping to build that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we just have the online service center where you have to go in.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Through the [PII] website that you went to?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] I'm having issues getting in also, so what I'm going to do is I'm.
[CUSTOMER][NEUTRAL] Oh man.
[AGENT][NEUTRAL] I'm going to send a request to the IT department to look at your policy.
[AGENT][NEUTRAL] So that we can um make sure that there's nothing that you or I are missing both of us put the same information in and then I even tried to do it with just the asterisk um.
[AGENT][NEGATIVE] Information that's required and not the other information and it still did not give me um clearance to go through.
[AGENT][NEUTRAL] So this just opened up on on the new online.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you, can you see my account?
[CUSTOMER][NEUTRAL] On your end, do you see my account?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I see you. Yes ma'am. Yes, ma'am. Um.
[CUSTOMER][NEUTRAL] You do?
[CUSTOMER][NEUTRAL] OK, so you guys are just now taking over all of [PII].
[AGENT][NEUTRAL] Yes ma'am, they're a new group for us and this and this.
[CUSTOMER][NEUTRAL] For, for.
[AGENT][NEUTRAL] And this online service center is a
[CUSTOMER][NEUTRAL] Yes, because we had a mirror, uh-huh.
[AGENT][NEUTRAL] Is a brand new platform that just opened up on Monday.
[AGENT][POSITIVE] So we are working through some kinks on it, yes ma'am, it's a brand new platform.
[CUSTOMER][POSITIVE] Oh great.
[AGENT][NEUTRAL] So what I'm gonna do is I'm gonna send that request to the mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Everything carried over.
[CUSTOMER][NEUTRAL] To that account?
[AGENT][NEUTRAL] Yes ma'am, it is supposed to carry everything from the old online service center over to the new online service center.
[CUSTOMER][NEUTRAL] And what was the old?
[AGENT][NEUTRAL] It was the same um address.
[AGENT][NEUTRAL] The [PII]. It's just this platform is using the same address, it's just a new platform.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it should show you like balances and all of that?
[AGENT][NEUTRAL] Uh, for your group?
[CUSTOMER][NEUTRAL] Yes, no, for me, for individual.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Your balances as far as um any claims that have been sent in.
[AGENT][NEUTRAL] Like what your balance is for the calendar year?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can check that for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for the year of [PII].
[AGENT][NEUTRAL] I'm not showing that you have used anything for the year of [PII]. There's been no claims sent in for this year.
[CUSTOMER][NEUTRAL] Because we, I think we just switched over um our insurance.
[CUSTOMER][NEUTRAL] Like literally on [PII].
[AGENT][NEUTRAL] OK, so this is not.
[CUSTOMER][NEUTRAL] But it shows you what you get, what gets taken out of my check every single week.
[AGENT][NEUTRAL] Your premium for this insurance is $28.15.
[AGENT][NEUTRAL] This is the secondary insurance. We're not the major medical insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, because you, we had um another another person doing it.
[AGENT][POSITIVE] OK, so this one, this one helps with deductible, co-pay and co-insurance. And like when you use your major medical, you hand them this card too.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He's on the phone with.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEGATIVE] Not dental correct.
[AGENT][NEUTRAL] Let me see if you have a dental policy with us.
[CUSTOMER][NEUTRAL] I don't think, because um I'm trying to think.
[AGENT][NEUTRAL] No, ma'am. You don't have a dental with, with us.
[CUSTOMER][NEUTRAL] No, um,
[CUSTOMER][NEUTRAL] I didn't think so. I'm trying to find the other card.
[CUSTOMER][NEUTRAL] Um, so you said it, it goes for, um, co-pay?
[AGENT][NEUTRAL] Yeah, it helps with deductible, co-pay or co-insurance. This is just to verify your benefits. It's not a guarantee of payment, so you have an inpatient maximum amount of $1500 per calendar year.
[AGENT][NEUTRAL] If you stay in the hospital for 18 hours or more, that helps pay for your deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] And then you also have an outpatient calendar year maximum of $750.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] That also helps with deductible co-pay or co-insurance uh in a covered facility.
[CUSTOMER][NEUTRAL] OK, this is take it um because I had [PII], so that's where you guys are coming in because they did tell us that we had TransAmerica but you guys were coming into doing it now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the $28 is every paycheck weekly or biweekly or monthly?
[AGENT][NEUTRAL] Let me look what you're set up as the $28.15 is monthly.
[CUSTOMER][NEUTRAL] Cause I see it.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's monthly? OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, because I don't even think you guys started taking it out yet.
[CUSTOMER][NEUTRAL] I don't know, I could be wrong.
[CUSTOMER][NEGATIVE] Um, I just hope they fix it because in a lot of our, our people that are in our shop, they're, they're, um, Hispanic, so they come to me to get them set up. So it's like hard.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Like, um,
[AGENT][NEUTRAL] Yes ma'am, I understand.
[CUSTOMER][NEUTRAL] So if I can't get on, I know that there's there's gonna be an issue there.
[CUSTOMER][NEUTRAL] I just feel bad for y'all tomorrow because if I got we're all gonna be getting our cards and we have 3 locations about to be 4 in [PII].
[AGENT][NEUTRAL] When
[CUSTOMER][NEUTRAL] So everyone's gonna be getting this card. I hope they fix it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] When you tried to go into the online service center, were you able to get in at all? Did it send you a confirmation to your email?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] No, I got the cards in the mail.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So that's why I got on to try to do it because I know that that's what's gonna happen with a lot of people today.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Right, OK. OK, well, we can just help them one at a time. We'll make sure that we get them help though for sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK. So should I try to log back on tomorrow?
[AGENT][NEUTRAL] I'm gonna send uh a ticket to IT so that they know that you're not able to get in and let them um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Work something out with it, give it a couple of days and if you are still having the same issue if you're trying to get in to set up your new online service center and it's not letting you in, please call us back and let us know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][POSITIVE] Oh, you're so welcome. You're so welcome, Ms. [PII]. I hope you have a blessed night tonight. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. You too. You too. Bye-bye.
[AGENT][POSITIVE] Thank