AccountId: 011433970860
ContactId: bcfd89c5-e48c-4c13-a1a1-f381691e0d4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335640 ms
Total Talk Time (AGENT): 175393 ms
Total Talk Time (CUSTOMER): 144539 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/bcfd89c5-e48c-4c13-a1a1-f381691e0d4c_20250228T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hey [PII], um, I'm trying to log into your website and it's not as a new user and it's not recognizing any of my credentials and asked me to give you guys a call.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, so the information you enter does have to match what we have in our system so we can go through and verify that all of that is correct um what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do, um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So it is I have a group group number is that the same thing?
[AGENT][NEUTRAL] Now, are you looking at your card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you see anything that says member ID or outpatient hospital or outpatient uh in inhospital certification number, something like that?
[CUSTOMER][NEUTRAL] Oh, I do, yeah, I have an in hospital outpatient. I also have a ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so either one of those the inpatient or outpatient uh certification number, either one of those.
[CUSTOMER][NEUTRAL] Oh OK you know what? that's probably what it was because I wasn't using those numbers online.
[AGENT][NEUTRAL] Um, so are the spot where it asks for a member ID or your social, you mean?
[CUSTOMER][NEUTRAL] As
[CUSTOMER][NEUTRAL] Yeah, cause I was putting in my post.
[AGENT][NEUTRAL] So that it is different, right, so and that's what you're supposed to do so your member ID is different than the policy certification number, so you are supposed to put in uh the your social, um, most of the time, [PII], the issue is going to be with the email address that you enter because again it does have to be the same one we have, um, and we'll go through and make sure that all of that's right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. OK, so the inhospital certification number is 0147.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9969
[CUSTOMER][NEUTRAL] M as in Mary. L as in Larry 7.
[AGENT][NEUTRAL] OK, thank you and I'm just gonna verify some information really quick uh can I get your date of birth please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. OK, last thing I need is the email address we have on file for you and it looks like it might be through an employer or organization.
[CUSTOMER][NEUTRAL] Oh, OK, so, um.
[CUSTOMER][NEUTRAL] It might be my old email address then can [PII].
[AGENT][NEUTRAL] Um, I've got [PII].
[CUSTOMER][POSITIVE] OK, OK, that's our new one, yes, that's correct.
[AGENT][NEUTRAL] OK, is that the uh email that you were entering when creating the account?
[CUSTOMER][NEUTRAL] I tried that one as well.
[AGENT][NEUTRAL] OK, um let's see. Only other thing, um, just to make sure that we have your last name spelled correctly, that is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So in the member.
[AGENT][NEUTRAL] And then the only
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, the member ID I was using my payer ID.
[AGENT][NEUTRAL] OK, so the you in that spot, you would enter in your social.
[CUSTOMER][NEUTRAL] OK, I did try that as well, um, but you know, I I have used it in conjunction with
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The email
[CUSTOMER][NEUTRAL] Uh, yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can verify that we do have this uh correct social um in our system as well um I've got [PII].
[CUSTOMER][NEUTRAL] Let, let me
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] OK, it looks like it's working now. I, I must have just, you know, was trying different variations, but
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Tried a bunch of different combinations, yes.
[CUSTOMER][NEGATIVE] Yeah, but not the right combination.
[AGENT][POSITIVE] Well that's OK you I didn't know what we had, so that is perfectly fine, um, and if you ever forget your uh user name um it's very easy for us to recover that so you can give us a call um did you have any other uh questions for me? Anything else I can help you with?
[CUSTOMER][NEUTRAL] No, I think that's um I think that's it, um, possibly one last question I'm gonna file some claims online.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it's for an out of network uh chiropractor that I used.
[CUSTOMER][NEGATIVE] I don't know how that works because you guys are gap. Do I need to file the claim through primary first?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so this policy is very dependent on your primary insurance. So if they don't pay, this policy cannot and so we do have to have that primary EOB showing that they contributed before this policy can pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh I see so the primary always has to pay a portion.
[AGENT][NEUTRAL] Right, you can, yeah, this policy can't be used like instead of your primary, it's to help um with co-pay, deductible and co-insurance after your primary pays.
[CUSTOMER][POSITIVE] I see. OK, all right, great. Well, thank you so much, [PII], did you say? OK, thank you, [PII]. I appreciate your help.
[AGENT][POSITIVE] Yeah, you're very welcome, yes.
[AGENT][POSITIVE] Absolutely, yeah, I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Thanks. You too. All right.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] If