AccountId: 011433970860
ContactId: b4c8ac8c-72b5-4f72-b447-88407f6ef174
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183750 ms
Total Talk Time (AGENT): 73700 ms
Total Talk Time (CUSTOMER): 88119 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/b4c8ac8c-72b5-4f72-b447-88407f6ef174_20250416T17:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How's it going?
[AGENT][POSITIVE] it's good. How about you?
[CUSTOMER][NEGATIVE] I feel like I'm stalking you.
[AGENT][NEUTRAL] That's my job.
[AGENT][NEUTRAL] What can I do for you?
[CUSTOMER][NEUTRAL] Hey, I had a question
[CUSTOMER][NEUTRAL] Is there a way that we can find a member's history once they've terminated off the portal?
[AGENT][NEUTRAL] Um, I can probably look and see, like, you know, when their original effective date is, things like that.
[CUSTOMER][NEUTRAL] OK, well, so my question is because I recently integrated um the group with our navigator system, so group number 26121.
[AGENT][NEUTRAL] Later
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they have an employee who's terminated on [PII], so the coverage should run through the end of the month, but when I go into the portal to see if you know like the integration's working and but it's like his record is completely removed even though he his coverage should still run through the end of the month.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, what is his, what's their, what's his name?
[CUSTOMER][NEUTRAL] Last name is [PII], first name is [PII].
[AGENT][NEUTRAL] Um, it, it, how you doing.
[CUSTOMER][NEUTRAL] Or at least I can't find it, but yeah.
[AGENT][NEUTRAL] The notes
[CUSTOMER][NEUTRAL] Because I don't wanna make sure like.
[AGENT][NEUTRAL] Oh, he's covered, he's covered through the end of the month. We have what we call when uh termination is sent through, uh, we have a future lapse date in our system of [PII]. So even though you can't view him, he is still active until the end of the month.
[CUSTOMER][NEUTRAL] OK, so if something happened, you know, where if you were to call today and say, hey, can you send me my ID card so I can make sure to use my benefits until the end of the month, like how would.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Every day.
[AGENT][NEUTRAL] wait.
[CUSTOMER][NEUTRAL] How would we be able to see that he's still.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Covered
[AGENT][NEUTRAL] Like if he had a claim or anything like that, our claims team can see that he had coverage all the way through May so it shouldn't be an issue.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But as soon as that feed comes across with a term they get removed from the system completely on our end.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, on your end but not on ours.
[CUSTOMER][NEUTRAL] OK, so we are not able to see a history once they get.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Right, that's exactly right, yeah.
[CUSTOMER][NEUTRAL] Unless accept like prior bills or something like that, OK.
[AGENT][NEUTRAL] Right, but we're always here to investigate for you if there's something that comes up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, well, so, alright, well at least he won't appear on the next bill then.
[AGENT][NEUTRAL] Yeah, no, he shouldn't, so he, he, he's got coverage until the end of the month.
[CUSTOMER][POSITIVE] That's amazing
[CUSTOMER][POSITIVE] OK fantastic all right that's what I needed thank you.
[AGENT][POSITIVE] Thanks [PII]. You have a great day. You too.
[CUSTOMER][POSITIVE] Have a good one you too bye.