AccountId: 011433970860
ContactId: 02a446b4-81f3-4a99-987f-084952ea984e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 739650 ms
Total Talk Time (AGENT): 305625 ms
Total Talk Time (CUSTOMER): 249485 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/02a446b4-81f3-4a99-987f-084952ea984e_20250624T20:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in the claims department.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I have a provider that keeps getting an error regarding trying to set up the provider portal.
[AGENT][NEUTRAL] Oh, you said a provider?
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's a provider, yeah.
[AGENT][POSITIVE] Oh, this is my first provider. Oh my goodness, OK.
[CUSTOMER][NEUTRAL] I'm, yeah, I didn't even know how to even gather the information cause I'm like, I, this is my first call for.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, uh, OK, yeah, and this is my first too. I'm so used to the group or the 3rd.
[CUSTOMER][NEUTRAL] A provider.
[AGENT][NEUTRAL] OK, and what's her name?
[CUSTOMER][NEUTRAL] Yeah, I didn't even know. I'm like, wait.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Her name is her name is [PII]. I believe she just said [PII] or [PII]. I wrote down [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's her callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] All right, let me see [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][POSITIVE] [PII]. OK dokey. I'm ready for [PII]. I can help her.
[CUSTOMER][NEUTRAL] OK. And do you, do you need the tax ID number? She did provide that.
[AGENT][NEUTRAL] Um, yeah, go ahead. Mhm.
[CUSTOMER][NEUTRAL] I asked for it. I, I didn't know if it would be. OK. Tax ID is [PII] I'm sorry, [PII]. [PII] my gosh, Lord, get it together, [PII]. OK. [PII] and it's for Baptist Hospital.
[AGENT][NEUTRAL] OK, we're almost done for today, almost.
[CUSTOMER][POSITIVE] Almost there, almost there. We're gonna make, we're gonna make it. OK. Are you ready for it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] We are, we are, yeah, I'm ready for her, thank you.
[CUSTOMER][POSITIVE] OK. Here she goes. Thank you.
[AGENT][POSITIVE] You're welcome. Good afternoon. Good afternoon, Ms. [PII]. This is so in the care team. You was transferred over to us from um [PII] to assist you.
[AGENT][NEUTRAL] Hello? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, can you hear me? Yeah.
[AGENT][NEUTRAL] Yes, I can, and she did provided me that uh you're calling from Baptist and she did provided me with the um tax ID number and she said you're needing help with the OSC with the online service center.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, alright, and so when you go into our website to our portal and you click on create OSC account or are you trying to go and log in? What are you trying to do? I'm sorry.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, I, I click create and uh go into the provider part.
[AGENT][NEUTRAL] OK, when you put the tax ID, what are you getting?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] It says error. um, no user was found with the information that was entered.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and can you provide that tax ID to me?
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[AGENT][NEUTRAL] OK. All right. And OK, so you're putting that those numbers exactly as you're giving it to me without dashs, without nothing.
[CUSTOMER][POSITIVE] Right, correct.
[AGENT][NEUTRAL] OK. All right. So I did try it in my end and it did go through she did provide me with that information. So, um, more than likely, how many times have you tried?
[CUSTOMER][NEUTRAL] Uh, a few.
[AGENT][NEGATIVE] OK, so more than likely you're stuck. So in order to get this um unstuck.
[AGENT][NEUTRAL] Uh, we just need to clear cache and we need to clear history and or cookies or just anything just in case. Um, so if you wanna do that, go ahead and before you do that, close any open tabs you have from us. Anything that you have open for APL, go ahead and close it before you clear cash, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And you're using a computer and is it Chrome Safari, or Edge?
[CUSTOMER][NEUTRAL] Um, I, uh, I'm a computer, it's a laptop, but, uh, uh, edge. I'm on edge.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, do you have access to Chrome?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] I think so, yes, yes, I do.
[AGENT][POSITIVE] Try Chrome. Chrome works a little bit faster than it just yeah.
[AGENT][NEUTRAL] For me it does. I'm not sure if for everybody it's the same, but for me it looks like it is going a little bit faster.
[CUSTOMER][NEUTRAL] OK. OK. Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't have like the browser.
[CUSTOMER][NEUTRAL] Go on to right now, so it's just age, I think, yeah, I have Chrome on my laptop.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you don't have Chrome it's OK.
[CUSTOMER][NEUTRAL] Would you want me to uh like go to.
[AGENT][POSITIVE] It's fine and we can try with Edge. I mean it works with edge. It's just it takes a little bit longer than Chrome, but it does work. So if you have clear all cash, and we can go ahead and try it again. Just go to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01 2nd, let me, uh, clear.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right. Well, I did it for the last hour, but I probably need to do it.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Oh. No, if the time range, I, I need to do all time. It's the all time. I don't know.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] 75
[CUSTOMER][POSITIVE] And it's secure.
[AGENT][NEUTRAL] Secure. [PII].
[CUSTOMER][NEUTRAL] That idea
[CUSTOMER][NEUTRAL] American public.
[AGENT][NEUTRAL] AM Public, but yeah, it's American Public Life, yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] I do have the site saved.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I got them back in.
[AGENT][NEUTRAL] I think so you can click on the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I logged out of my other stuff.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right, so just go in like to create your account and click on provider and put the tax ID without that just for nothing, just put the tax ID in.
[AGENT][NEUTRAL] And click on next
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] I know, still gave me an error.
[CUSTOMER][NEUTRAL] Is it secure like S E C U? Sorry.
[AGENT][NEUTRAL] If you
[CUSTOMER][NEUTRAL] Sorry, what was that?
[AGENT][POSITIVE] Uh no, I'm so sorry. What error are you getting?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] But it's like a big red X and it says error, no user was found with that information.
[CUSTOMER][NEUTRAL] Is it uh Secure [PII] or no D?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] With the D.
[CUSTOMER][NEUTRAL] With the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Oh, it's still not working.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Um, and you said it's a lap um.
[AGENT][NEUTRAL] Yeah, um, yeah.
[AGENT][NEUTRAL] Do do you have another form of computer like a regular computer or anything else that you can any, any other computer that you can use or that's the only thing you have?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, yeah, not for work. No, this is, uh, this is my work laptop.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have, you said that the only option you have is E Edge and you don't have Safari or Chrome.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, what I can do is go ahead and report it. um.
[AGENT][NEUTRAL] To see what else can we do because, yeah, usually, we need to do is just clear the cache and do all that and it usually works after that, but if it doesn't, then we will just go ahead and have to report it, um, and let them know exactly what, what are you, what are we doing like, you know, that it's a laptop, that is edge, um.
[AGENT][NEUTRAL] That we have tried to clear cash and everything is still not working and I'll go ahead and report it and have somebody call you to see if we can do a reboot or something like that. um, now in the meanwhile, do you need any information about a member about an insured?
[CUSTOMER][NEUTRAL] Uh, I did, but, um, my, uh, computer is acting up now, so I'm about to have to reboot, so I will just wait when I get up, when you guys call me back and go from there.
[AGENT][NEUTRAL] OK, so I'll go ahead and report this and your name is [PII] or [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] No, no, it's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. I'm so sorry I've been saying it wrong all this time. OK, thank you, Ms. [PII]. OK, and the [PII] is the correct callback number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK. OK, so I'll go ahead and report this and I do apologize for any inconvenience. Is, is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you. I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too. Thanks. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.