AccountId: 011433970860
ContactId: e77e123b-13a2-43ad-93f4-02abf78cf86e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504250 ms
Total Talk Time (AGENT): 182264 ms
Total Talk Time (CUSTOMER): 213768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/e77e123b-13a2-43ad-93f4-02abf78cf86e_20250123T19:25_UTC.wav
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[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good, good afternoon. How are you doing? My name is [PII].
[CUSTOMER][NEUTRAL] Um, my ID.
[CUSTOMER][NEUTRAL] What do you need? ID group or ID?
[CUSTOMER][NEUTRAL] Oh, where is the
[AGENT][NEUTRAL] I'm, I'm so sorry. Did you say your name was uh [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], OK.
[CUSTOMER][NEUTRAL] I need to have some information about my.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII], um, program.
[CUSTOMER][NEUTRAL] And um I have some tests to do and I would like to know if that will be covered.
[CUSTOMER][NEUTRAL] My last one.
[AGENT][NEUTRAL] OK, so you're having a procedure on this year and you're just wanting to see if it's going to be covered?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I could definitely help with that. um, [PII], can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then if you've got your, are you looking at your card, your ID card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, do you see anything on there that says member ID or in the hospital or outpatient certification number?
[CUSTOMER][NEUTRAL] It's uh, let me read it [PII] individual.
[CUSTOMER][NEUTRAL] Coverage individual, it's a group.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][POSITIVE] Effective.
[CUSTOMER][NEUTRAL] And select the group medical insurance whereas benefits claim 35 number?
[CUSTOMER][NEUTRAL] Could be.
[AGENT][NEUTRAL] Uh, yes, yes, please.
[CUSTOMER][NEUTRAL] 01
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A 6
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] M as in Mary, L as in Louis, 7.
[AGENT][NEUTRAL] OK, thank you for that [PII]. All right, I'm just gonna verify some information really quick um can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address we've got on file for you. uh, looks like it is through an organization.
[CUSTOMER][NEUTRAL] Yeah, so that one is, um, I'm not in the organization, but um I'm in Cobra from the same.
[CUSTOMER][NEUTRAL] Um, is.
[CUSTOMER][NEUTRAL] But I would like if you could change that email.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah, uh, can you verify the email we currently have?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, [PII], sorry.
[AGENT][NEUTRAL] And what would you like that email to be?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I will get that updated and I appreciate you verifying all of that information, [PII]. OK, let's take a look here. Give me just a moment.
[AGENT][NEUTRAL] Alright, so I am actually showing [PII] that this policy is no longer active. I am showing that it terminated [PII].
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] I was in the company for 20 they said that I was in the company and the same.
[CUSTOMER][NEUTRAL] Uh, program.
[CUSTOMER][NEUTRAL] When they disconnect um uh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Since August it's gonna be the [PII].
[CUSTOMER][NEUTRAL] I was what?
[AGENT][NEUTRAL] OK, so you are no longer with uh Food for the Poor Incorporated?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Mm, I'm, I'm not in the office, but I'm with Cobra for the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's why I'm showing that this policy had terminated um if you'll give me one moment, [PII], I'm gonna put you on a brief hold just to kind of get some clarification. I'll get right back with you, OK?
[CUSTOMER][NEGATIVE] Because I wasn't, um, on November, I was, uh, contact them, and they, they said that it was been affected, that's when I get surprised now with you're gonna tell me that it was not.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Effected, but I'll go ahead, go do what you have to do.
[AGENT][NEUTRAL] OK, I'm sorry, just so I understand you called us and they said that uh this policy wouldn't be affected.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK. Just I want to make sure that we're all on the same page. I just want to make sure I understand. um, so let me try to get to the bottom of it, OK? I'll be right back with you.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] But that
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing good how about yourself?
[AGENT][NEUTRAL] Doing all right. Um, I have a member on the line. She had a Medlink policy with us and it's showing that it terminated [PII] last year. Um, she said that she, she's no longer with that employer, I guess, um, has a bit of an accent it's kind of hard to understand, but she did say that she called us and was assured that her policy would remain active, um, so I'm, I'm not quite sure. I tried looking in the notes and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's your policy number?
[AGENT][NEUTRAL] It is 186-7116.
[AGENT][NEUTRAL] I see a couple of notes saying rate correction.
[AGENT][NEUTRAL] And then some other um
[AGENT][NEUTRAL] Like Cigna and Aetna, and I see the future lapse date.
[CUSTOMER][NEGATIVE] If they're not paying for her Cobra, that's why it's not active.
[CUSTOMER][NEGATIVE] I'm gonna have to get with [PII] on this. I don't know what the heck is going on.
[AGENT][NEUTRAL] OK, I thought it was just me.
[CUSTOMER][NEUTRAL] No, um, it looks like she should be on Cobra.
[CUSTOMER][NEUTRAL] But I wonder if she's making cobra payments and that may be part of the dilemma here. If you want, you can transfer. I'll have to take a message and do an escalation with the supervisor.
[AGENT][NEUTRAL] OK, OK, you do wanna go ahead and talk to her though?
[CUSTOMER][NEUTRAL] Yeah, just to let her know that it's gonna have to escalate and we're gonna have to call her back.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK all right I appreciate your help thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.