AccountId: 011433970860
ContactId: b9364e44-c958-4bf5-969e-79e5ff60bcfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405980 ms
Total Talk Time (AGENT): 153929 ms
Total Talk Time (CUSTOMER): 180389 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/b9364e44-c958-4bf5-969e-79e5ff60bcfc_20250103T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. Um, I was trying to file a claim and I was trying to get in as a new member through the, uh, the login, but it's telling me don't recognize what my ID is or anything, so I just wanted to verify coverage and see if I can make a claim.
[AGENT][NEUTRAL] OK, I can take a look at that. Can I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's the policy number?
[CUSTOMER][NEUTRAL] Um, that's what I don't have in front of me. It's through my workplace.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I can search by your social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, [PII], verify your address and date of birth.
[CUSTOMER][NEUTRAL] Sure, uh, date of birth is [PII], and the address is [PII].
[AGENT][NEUTRAL] Alright thank you and let's see, located a policy verify your email address.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, we have a different email address on file.
[CUSTOMER][NEUTRAL] I wonder if it's my work one, [PII].
[AGENT][NEUTRAL] Yeah, that's what we have on file and you're calling about the online portal logging in?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] Yeah, I wasn't able to log in and I tried all of the combinations that we just went over so I'm not sure why it's kicking me out.
[AGENT][NEGATIVE] OK, and the [PII] email address didn't work.
[CUSTOMER][NEUTRAL] Or saying you can't verify.
[CUSTOMER][NEUTRAL] Um, no, I just said if kept having problems to contact you, I can try it right now. So I put my last name, um, my social's the number what number I my social.
[CUSTOMER][NEUTRAL] The zip code I put is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] [PII] 0 now let me do it. Good grief.
[AGENT][NEUTRAL] Yeah, it's the email address uh so are you logged in now?
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] I believe so, yeah, it looks right. Am I able to put um a different, oh, no, I'll just use my work email. I didn't know if I wanted to use my work email. Um, I have a question though, how long after an event, um, would I be able to submit a claim?
[AGENT][NEUTRAL] Uh, there's no timely filing as long as the policy was active for the dates of service, then, um, you can file for that.
[CUSTOMER][NEGATIVE] OK, yeah, I had a stroke last February, but I'm going to rehab and everything for it. I didn't ever get around to doing this.
[AGENT][NEUTRAL] Yeah, so let's see, I show the policy effective date of [PII]. So yeah, as long as it was on or after that date, you can uh submit for benefits.
[CUSTOMER][NEUTRAL] Oh, did you say that, so this is showing the date was [PII], they're not covered yet?
[AGENT][NEUTRAL] Let me check to see if we have a different policy. The current policy, I show effective date [PII]. So give me a moment.
[CUSTOMER][NEUTRAL] Yeah, I renew it every year, so.
[AGENT][NEUTRAL] Yeah, I only show that policy with the effective date of [PII].
[CUSTOMER][NEUTRAL] Really strange. Um.
[CUSTOMER][NEUTRAL] Yeah, cause I renew it every year and I, I haven't gone a year without clicking it, so unless they changed um.
[CUSTOMER][NEUTRAL] The holders um.
[AGENT][NEUTRAL] And that is a possibility. Uh sometimes the carrier changes, um, but as of now, this policy, it's 9123, so it's possible that your employer had a different carrier prior to that date.
[CUSTOMER][NEUTRAL] OK, I see my policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, so, yeah, 9123.
[CUSTOMER][NEUTRAL] Dang, OK. Uh.
[CUSTOMER][NEUTRAL] I'm, I'm trying to make sure everything's taken care of. My, my daughter was diagnosed with something too. I know it's my policy, it said that, um, childhood, it showed multiple sclerosis. Um, my daughter was diagnosed with a neuro autoimmune disease similar to MS. Um, would that, would they just look over that?
[CUSTOMER][NEUTRAL] To see if it qualifies.
[AGENT][NEUTRAL] I'm sorry, I didn't hear the last part which was the question. Can you repeat that?
[CUSTOMER][NEUTRAL] Oh, well they just look over her diagnosis to see if it qualifies?
[CUSTOMER][NEUTRAL] Because it's similar to multiple sclerosis.
[AGENT][NEUTRAL] That would be um based on the information we received. So we would need the medical records um and test results of showing the diagnosis and um that would be reviewed and a claim decision will be made based on the information received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Also, I show.
[CUSTOMER][NEUTRAL] Something.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Because I only show yourself and spouse is covered on this policy.
[CUSTOMER][NEGATIVE] Oh, OK. Well, that's not good.
[AGENT][NEUTRAL] Yeah. So if uh you should, if your daughter should be there, I would strongly suggest reaching out to your benefits department or HR to have that uh corrected and as well as uh find out if there was a prior company during the dates for your claim.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK thank you so much.
[AGENT][POSITIVE] No problem [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] No, I appreciate you.
[AGENT][POSITIVE] OK, thank you, thanks for calling ATL and you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks bye bye.