AccountId: 011433970860
ContactId: d7a5b231-8e46-4124-9e44-80a61185756b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1423800 ms
Total Talk Time (AGENT): 325663 ms
Total Talk Time (CUSTOMER): 429357 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/d7a5b231-8e46-4124-9e44-80a61185756b_20250505T14:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I have called your, um, office on Thursday, I believe, of last week, and the lady was so kind to give me the information to try to set up, um, the account online or um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] However, I went on there yesterday to try to set it up, so I
[CUSTOMER][NEUTRAL] I'm not looking at the, the site right now, but I went, uh something like to cares.
[CUSTOMER][NEUTRAL] AP something do whatever and then I, I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, pull it up and then she told me to go to user, is a user.
[CUSTOMER][NEUTRAL] Uh, new user.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] Uh, individual, I am, uh something about, yeah, OK. I, oh, so you click on that and then the, it changes screens to new user.
[AGENT][NEUTRAL] Mhm, mhm, mhm.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] So yeah, once you click you're an individual, then it would ask for um like your last name, social, date of birth, email, yeah.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah. OK, so I put all that information in and then it goes, oh, unable to create an account. So I'm like, I just verify that my policy is with y'all. So what, what, what's happening?
[AGENT][NEUTRAL] Let's take a look. Do you have the policy number? I can pull it up.
[CUSTOMER][NEUTRAL] Jesus, of course, I, I don't have that information with me. So is there any way that else that you could pull me up?
[AGENT][NEUTRAL] Yeah, I can look you up by name or social, whichever you prefer to give me.
[CUSTOMER][NEUTRAL] I, I can give you everything you need. I just don't have that uh policy number right now because I'm driving. OK, so uh first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII], if you need that. Uh my social is [PII].
[AGENT][POSITIVE] OK, thank you so much. Give me just a moment, let me do a search for that here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then if I remember, which was kind of strange, I think that she, I don't know, I was, uh, they find a lot of stuff, uh Thursday. Uh, I think that she asked me for my job email, so.
[CUSTOMER][NEUTRAL] But I wasn't too sure, but I mean, I have that too that we need to change that cause that's kind of strange for that to be up on these I work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email.
[AGENT][NEUTRAL] Right, let's see.
[AGENT][NEUTRAL] All right. So I believe I've got your policy up here. Uh, can I verify, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Give me just a second here. My.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] My system is kind of frozen here, but I've got your policy pulled up. Just give me a second to go back in here.
[CUSTOMER][NEUTRAL] That's fine. She had gave me that and I wrote it down, but when I keyed in, I put in, of course, my last name, [PII]. Uh, it asked for your social or member's number, and then in parenthesis it says not policies. I didn't have a member's number because they didn't give me that. OK, so I put in my social.
[AGENT][NEUTRAL] Right, the soc the social should, yeah, the social should work.
[CUSTOMER][NEUTRAL] And then that happened.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] It did nothing worked. It said oops, unable to create an account so and then it asked for an email. The email that I put in was my job email, so is that not correct or it has to be correct because.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's, yeah, that's what I'm trying to that's what I'm checking on here.
[CUSTOMER][NEUTRAL] She asked me for it too and uh I was just diagnosed with breast cancer so my brain wasn't quite working fastly, but I mean, I did verify it. Um, I gave you the right one.
[CUSTOMER][NEUTRAL] But um.
[CUSTOMER][NEUTRAL] I don't know. The system didn't allow me to, to do it, so I don't, I don't know, was your system down yesterday evening or?
[AGENT][NEUTRAL] OK, alright, so I've gotten into your policy. I do need to verify lastly please, your full address on file.
[CUSTOMER][NEUTRAL] Yeah, my address is [PII]. Uh, it could be [PII] or it could be [PII].
[CUSTOMER][NEUTRAL] Uh, I stay in a crossover, so some mail comes like that, and some mail comes in [PII], so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the policy that I show here was is cancer policy. Are you still employed with the Denton ISD school district?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, I am, I am. Yes. I'm at work right now.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So the policy number which I pulled up shows that it was effective until January.
[AGENT][NEUTRAL] So it's not showing active as of right now.
[AGENT][NEUTRAL] So that would be an issue and
[CUSTOMER][NEUTRAL] What do you mean?
[AGENT][NEUTRAL] It's not showing as an active policy. It shows that it ended in January of this year.
[CUSTOMER][NEUTRAL] How could that be?
[CUSTOMER][NEGATIVE] I'm paying on it.
[AGENT][NEUTRAL] So that would, that's the next thing that the employer.
[CUSTOMER][NEUTRAL] Oh my Lord [PII].
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] You have to have like a point of contact for like an HR person for your benefits or somethi[PII].
[AGENT][NEUTRAL] Um, I would be.
[CUSTOMER][NEUTRAL] Yeah, she just printed all that information out.
[AGENT][NEUTRAL] So I would double check with them because I don't show an active policy number and it's not gonna let you create a profile if it's not showing active.
[CUSTOMER][NEGATIVE] You gotta be kidding me.
[CUSTOMER][NEUTRAL] I just got diagnosed with with having breast cancer and I've been paying on this policy for it would be 10 years.
[AGENT][NEUTRAL] Yeah, I mean, I show that it originally started back in [PII], so I do, you know, I don't know why again the the date is till [PII] that would be a question for the employer.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] And it's coming out of my check every, every pay period?
[AGENT][NEUTRAL] Yeah I mean it shows on our side that it's a payroll deduction. I don't have any way to verify whether or not it's been coming out of your paycheck, but if you see that it's being deducted from your paycheck, then yeah again I would be contacting them. They need to let us know that it should still be active and that they've made a mistake on their side.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It has.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm sorry for the confusion on this, but you'll need to firstly go to your employer and speak to somebody in your benefits department to get that reconciled.
[CUSTOMER][NEUTRAL] OK, so, OK.
[CUSTOMER][NEUTRAL] Alright, uh, I'm confused because the young lady just verified on Thursday that it was active, so.
[CUSTOMER][NEUTRAL] Now you're telling me that
[CUSTOMER][NEUTRAL] OK, uh, uh, OK, OK, is there a number that, uh, my HR department needs to call you directly or can we do it through a call with, with you or no?
[AGENT][NEUTRAL] Um, you can contact the [PII] number back for a customer service agent. Um, do you have a number? I don't have a contact number for your group in HR. Do you have somebody that you can contact?
[CUSTOMER][NEUTRAL] Yeah, I mean, yeah, I have her number. You gonna call the number?
[AGENT][POSITIVE] Yeah, you can go ahead and call the number I can stay on the line.
[CUSTOMER][NEUTRAL] Lord, um, hm.
[AGENT][NEUTRAL] Or I can call you back. Do you want me to call you back in like 20 minutes or?
[CUSTOMER][NEUTRAL] OK, you, um.
[CUSTOMER][NEUTRAL] Alright, let me see, hold on, um.
[CUSTOMER][NEUTRAL] same
[CUSTOMER][NEUTRAL] Yeah, of course. OK, let me see if I can do this. I'm trying to.
[CUSTOMER][NEUTRAL] OK, hold on, cause, uh, oh yeah, I'm gonna put you. Oh, hold on.
[CUSTOMER][NEUTRAL] Hello, ma'am?
[AGENT][NEUTRAL] I'm still here.
[CUSTOMER][NEUTRAL] Hello are you there?
[CUSTOMER][NEUTRAL] OK, so, uh, I have HR on the phone.
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Denton ISD, um, Benefits. Um, Miss [PII] has the our grandfathered, um, cancer plan, and she's had it for, for a while, so I'm not quite sure why you're showing she's not covered.
[AGENT][NEUTRAL] Um, yeah, it was just not showing an active date, so I apologize. What was your first name again?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Thank you, [PII]. um, OK, so you guys are still showing that it should be active on your side, correct?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Absolutely yes ma'am.
[AGENT][NEUTRAL] OK, um, so what I can do then is reach out to a contact that I have and see what we need to reconcile this. Do you have a point of contact that I can reach you directly if we need some documentation?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Absolutely, um, you can reach me uh my main direct line to my desk is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and if I'm not available if you get my voicemail please do leave a message I do return all my voicemails.
[AGENT][NEUTRAL] Alright [PII], just to confirm [PII] correct?
[CUSTOMER][POSITIVE] Absolutely, yes ma'am.
[AGENT][NEUTRAL] Alright, I will reach out to my point of contact and then call you directly if I need anything else from you, OK?
[CUSTOMER][POSITIVE] OK sounds perfect thank you so much uh huh bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII], I need to reach out to a point of contact. Do you want me to call you back once I complete that and we get this squared away?
[AGENT][NEUTRAL] Or do you want
[CUSTOMER][POSITIVE] Yes, because I need to start. I need, uh, huh? Or what? Or what?
[AGENT][NEUTRAL] I just didn't know if you want to stay on hold or if you wanted me to call you back, that's all.
[CUSTOMER][NEUTRAL] A what?
[CUSTOMER][NEUTRAL] I will hold. I, yeah, yeah, because I, I gotta activate my account.
[AGENT][POSITIVE] OK, I'm happy to do that for you. Give me just one moment, OK?
[CUSTOMER][NEUTRAL] OK, thanks. You are on hold.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I can't just track this lady to air.
[AGENT][NEUTRAL] Where does the HR person send the email?
[AGENT][NEUTRAL] I'm doing my best to help the insured because she was just diagnosed with cancer and she's very frustrated.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So after the HR person sends the email to the care team, how long does it take for us to change it to be active?
[AGENT][NEUTRAL] God
[AGENT][POSITIVE] Thank you for patiently waiting [PII]. I need to call [PII] back and get her to send us an email, so I'm gonna need to call you back at this number so I can call [PII] and get her to send an email to us confirming the coverage, and then I'll call you right back.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Do you want me to try to call her again?
[AGENT][NEUTRAL] I've got the number here um so let me um call her directly and then I can call you right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, OK, OK, that's fine. Um, if I can't answer, huh?
[AGENT][NEUTRAL] Do you want my phone number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Go ahead, go ahead. Say what you.
[CUSTOMER][NEUTRAL] No, I'm, I had to come to our clinic for uh a random. So, uh, I'm gonna try to answer the phone, but if I don't, can you leave me a detailed message if everything is OK or?
[CUSTOMER][NEUTRAL] 00 what do I need to do from here?
[AGENT][POSITIVE] Yeah, absolutely, and then I'll leave you my callback number to um if you know, um, so yeah, I'll definitely call you back I promise that I'll leave you as many details as I can, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome.