AccountId: 011433970860
ContactId: 0379d89a-af6e-42be-ac70-13c60087e2af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425679 ms
Total Talk Time (AGENT): 117831 ms
Total Talk Time (CUSTOMER): 107876 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/0379d89a-af6e-42be-ac70-13c60087e2af_20250620T19:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey [PII], I don't know what happened to your system. Did you guys change the system? I've been trying to pay the bill for like already a week and I still can't register. It says it doesn't find me and I'm so confused.
[AGENT][POSITIVE] OK, um, I'm definitely sorry for all the confusion. Yes, we did launch a new, our new website, um, so I'll be more than happy to assist you and see, um,
[AGENT][NEUTRAL] How far I can um get you hopefully we can get to the invoices. May I have your name and group number?
[CUSTOMER][NEUTRAL] My name is [PII] and the group number is um 166559.
[AGENT][NEUTRAL] 166559.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the group name, mailing address, and your email address?
[CUSTOMER][NEUTRAL] My email is [PII] and I don't know the address must be the [PII].
[AGENT][NEUTRAL] Yes, and then the phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and all the information provided is a verification of benefits, not a guarantee of payment. For the phone number, is there any other phone number we're showing a different phone number on file?
[CUSTOMER][NEUTRAL] Unless it's my cell phone, [PII].
[AGENT][NEUTRAL] No, I don't see that either.
[CUSTOMER][NEUTRAL] But I don't think my phone number right now.
[AGENT][NEUTRAL] I don't think the phone number is required on here. Hold on one moment, let me get to the online service center.
[AGENT][NEUTRAL] But just for the call, all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment.
[AGENT][NEUTRAL] OK, are you on the online service center now?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, um, we can
[AGENT][NEUTRAL] We really could just start from the beginning. Um, can you click out of the tab that you're on or open up a new tab and um go to our main website, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm in, and then it says create your OCS account.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Do I log in with my old one or we're doing a new one?
[AGENT][NEUTRAL] Create your OSC account?
[CUSTOMER][NEUTRAL] So I do what group?
[AGENT][NEUTRAL] Yes, you're a group. Mhm.
[CUSTOMER][NEUTRAL] OK. Then I put the number which is the 16559, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] The zip code is [PII]. The number [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, don't put the phone number. Just hold on, hold on, hold on. Just the ones with the asterisk next to it.
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] OK, I think it's working now, cause I was like, what the heck is going on here?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What's the explaining? Do I gotta do all that?
[AGENT][NEUTRAL] Um, the display name is the group name, and you don't have the given name is your name and then you don't have to fill out any other.
[CUSTOMER][NEUTRAL] So the display name is QMG?
[AGENT][NEUTRAL] Yes, however you want it to show up when it goes to your dashboard like welcome, quality care, welcome [PII], whatever you want to say.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Can claim not verified email verification is not, I'm putting in my email and it's not, I'll send verification code. Hold on.
[CUSTOMER][NEUTRAL] Let me see him now. I got the call.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, so now it's gonna send a verification code every time we log in.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK, so let me look at the dashboard.
[CUSTOMER][NEUTRAL] OK, so, [PII] 680.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now it says that unable to find invoice. Why is that?
[AGENT][NEUTRAL] Um, because you just created the account, it's gonna take a minute for everything to sync from the old, um, the old.
[CUSTOMER][NEUTRAL] OK, so then I'll wait. OK, no problem.
[AGENT][NEUTRAL] Network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.