AccountId: 011433970860
ContactId: a7931315-a402-448e-9d43-d158f5c7c212
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 654229 ms
Total Talk Time (AGENT): 218736 ms
Total Talk Time (CUSTOMER): 248896 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/a7931315-a402-448e-9d43-d158f5c7c212_20250212T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I'm calling because I'm trying to register online. However, I keep getting, uh, notification, um, saying.
[CUSTOMER][NEGATIVE] That there seems to be a problem. No user was found, uh, with the information that was entered. Please try again. If error persists, please contact customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with the online service center. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, the group number is 19145.
[AGENT][NEUTRAL] OK, and what on your [PII], are you with, are you the contact person for the group or are you an individual with the policy?
[CUSTOMER][NEUTRAL] No, I'm
[CUSTOMER][POSITIVE] Correct, I'm the individual.
[AGENT][NEUTRAL] OK, what is your policy number?
[CUSTOMER][NEUTRAL] Is that the payer ID?
[AGENT][NEUTRAL] No ma'am, it might say inpatient or outpatient certification number or member number.
[CUSTOMER][NEUTRAL] Um, so it says my name, coverage, group number, effective date, uh, plan, then inhospital benefit c cert number, outpatient benefit cert number, and then payer ID.
[AGENT][NEUTRAL] OK, give me
[AGENT][NEUTRAL] OK, your inpatient or your outpatient benefit certification number is your policy number. Can I have one of those numbers please?
[CUSTOMER][NEUTRAL] Oh, OK. 023-26720. M as in Mike, L as in Lima, the number 8.
[AGENT][NEUTRAL] OK, alright, let me look your policy up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], for security reasons and to verify to make sure that we've got everything correct in our computer system, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mm [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, your phone number, and your email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] [PII]. And the email address, uh I'm not sure, um but maybe it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am, it looks like I have a work email address, a [PII].
[CUSTOMER][NEUTRAL] OK, so it would be [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information. Let me get in the online service center so that I can help you.
[CUSTOMER][NEUTRAL] Do I already have an account um open like an online account?
[AGENT][NEUTRAL] That's what I'm gonna check for you to see if you do and if you do I can give you your username and then you can just reset your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you've never signed up for it, um, so you'll need to go in and sign up as a new user and then you'll need to check the option that you're an individual with a policy, you'll need to use the address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, uh, even my Social Security.
[AGENT][NEUTRAL] OK. Your email address that you'll use is the one that we have on file for you. Every single thing that we have has to match perfectly to what you put in the online service center. Do you want to verify your social security number to make sure we have it correct in the system?
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, because the email address I put was the one I gave you, not the work one. for the member ID, I should use the outpatient benefit cert number that I gave you.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes, you're gonna use the number 23.
[AGENT][NEUTRAL] 26,720.
[CUSTOMER][NEUTRAL] OK, no letters.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. And is there a way to change my email address?
[AGENT][POSITIVE] Yes, I can change it um let's let me get to the correct screen so I can do that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what do you want your email address to be?
[CUSTOMER][NEUTRAL] So my name backwards, which is [PII]
[CUSTOMER][NEUTRAL] And then the word [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me update that real quick.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] I got 4.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me see if it took.
[AGENT][NEUTRAL] If it held it for me, I gotta check it.
[AGENT][NEUTRAL] Yes, you can use that email I've just updated in our system.
[CUSTOMER][NEUTRAL] Yeah, same time.
[CUSTOMER][POSITIVE] OK, so I'm about to hit next. Hopefully it works.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK, get all the way out and go back in since I just updated this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna get out of your policy to make sure it takes.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] And then the residential zip code is my home, [PII], correct?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] We have [PII] as your residential zip code. What and can you verify your apartment number for me one more time, make sure we have that correct.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][NEUTRAL] OK, so under the member ID I'm typing 2,326,720, correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK and the email is the new one I just gave you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, let's see next.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Close that, reopen it.
[CUSTOMER][NEUTRAL] Try again.
[CUSTOMER][NEUTRAL] OK. Mm, I had refreshed it, but it didn't work, so now I'm.
[CUSTOMER][NEUTRAL] I closed it and opening it up again.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] I keep getting the same error.
[AGENT][NEUTRAL] OK, let's verify your social security number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Can you get, yes, ma'am?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Yeah, that's correct, um.
[CUSTOMER][NEUTRAL] So should I try to take that number in instead of the.
[CUSTOMER][NEUTRAL] The member ID.
[AGENT][NEUTRAL] Yes, try to do your social security number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, there we go. I took it.
[AGENT][NEUTRAL] You got it?
[AGENT][POSITIVE] Yay!
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] And that's on the cell phone's not funny.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Do you guys have um an app?
[AGENT][NEUTRAL] An app, no ma'am, just the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Hopefully we'll get that one day, that would be awesome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Miss [PII], do you need me to help you any further? Did you wanna go ahead and go through the whole process or?
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEGATIVE] Yeah, I'm trying to at least get it to create an account before I let you go because I would hate to have to call back.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Yes ma'am, I understand.
[CUSTOMER][POSITIVE] OK, successfully created. All right. All right.
[AGENT][POSITIVE] Good deal.
[CUSTOMER][POSITIVE] All right, well thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] Same to you. Thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.