AccountId: 011433970860
ContactId: ef75e84e-e896-49ef-841a-92d647afcc22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452709 ms
Total Talk Time (AGENT): 152405 ms
Total Talk Time (CUSTOMER): 120276 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/ef75e84e-e896-49ef-841a-92d647afcc22_20250117T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How about you?
[CUSTOMER][NEUTRAL] I'm good thanks for asking. I was trying to create an online portal, but it keeps telling me that the user was not was.
[CUSTOMER][NEGATIVE] They that they can't find my information with the with my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what, what you're entering, yeah, it's OK. I can assist you with help with the OSC with the online service center. Um, may I have a callback number just in case we get disconnected with this you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] I have um.
[CUSTOMER][NEUTRAL] The inpatient or outpatient cert number?
[AGENT][NEUTRAL] Either or.
[CUSTOMER][NEUTRAL] OK, so 025.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] 030.
[CUSTOMER][NEUTRAL] 84 M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] Number 7.
[AGENT][NEUTRAL] OK, thank you. And may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And I need to verify the mailing address and email address on file.
[CUSTOMER][NEUTRAL] I don't know what email you have on file, but my mailing address is [PII]. If there's an email, it might be [PII] you don't have an email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have one.
[AGENT][NEUTRAL] Mm, no, and that's the reason you cannot get register. So what is the email you would like to use?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me put this in really quick one moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I went ahead and put that in. Do you want to try to register now while you got me on the line?
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Individual
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's still saying the same thing.
[AGENT][NEUTRAL] And did you go all the way out and in again?
[CUSTOMER][NEUTRAL] Let me do that. I'm all the way out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're put on the zip code [PII] um in your email which is [PII].
[CUSTOMER][NEUTRAL] Hold on, I'm doing it right now I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just opened up a whole another browser.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's up?
[CUSTOMER][NEUTRAL] The uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Do what they were asking for.
[AGENT][NEUTRAL] Um, are you putting your social?
[CUSTOMER][NEUTRAL] It seems like they want medical records.
[CUSTOMER][NEUTRAL] No, I'm putting in the policy number.
[AGENT][NEUTRAL] Oh, that's not the number that it's asking. It's gonna be the social.
[CUSTOMER][NEUTRAL] Look let me pop up. Let me look at it.
[CUSTOMER][NEUTRAL] Uh, for my social, let me see.
[CUSTOMER][NEUTRAL] Our member ID.
[CUSTOMER][NEGATIVE] It's still not working. I don't know.
[AGENT][NEUTRAL] OK, how do you spell your last name just to make sure we got it spelled correctly?
[CUSTOMER][NEUTRAL] [PII] It's spelled correctly because that's what it is on my card.
[AGENT][NEUTRAL] OK, and that is the last name?
[CUSTOMER][NEUTRAL] It looks like y'all put, I think y'all put my first name as my last name.
[AGENT][NEUTRAL] It looks like it, yeah, that's why I was asking. Um so [PII] is your first name?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] Yeah, we have it as the last name. OK. That will make a difference. Yeah.
[CUSTOMER][NEUTRAL] I see that cause I was able, cause I just got in.
[AGENT][NEUTRAL] OK, yeah. Mhm.
[CUSTOMER][NEUTRAL] Yeah, but we're gonna have to change that.
[AGENT][NEUTRAL] OK, let me go ahead and update that information for this up one moment.
[CUSTOMER][NEUTRAL] Because I got in I'm creating the profile now.
[AGENT][NEUTRAL] OK, while you do that, I'm gonna go ahead and switch this around. Um.
[AGENT][NEUTRAL] OK, uh.
[AGENT][POSITIVE] Great
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I was able to get in.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Make sure 2 kids.
[AGENT][NEUTRAL] Yes, I did change the name. Why? Because it was not correct.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and I'll also went ahead and changed the last name and first name to the correct um order, OK?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you today?
[CUSTOMER][POSITIVE] No, that'll be all. Have a good one.
[AGENT][POSITIVE] Thank you as well. Thank you for calling APR. Have a good day. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.