AccountId: 011433970860
ContactId: 10ea6b6c-3fac-4f86-b1fd-cc39e2685d83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534770 ms
Total Talk Time (AGENT): 130450 ms
Total Talk Time (CUSTOMER): 213964 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/10ea6b6c-3fac-4f86-b1fd-cc39e2685d83_20250619T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hey there I am trying to log in so that I can pay my invoice but the y'all must have done an update or something to your online and it's it's not letting me in now it's asking for an email address instead of a user name and I don't I've used both email addresses that I think it would be associated with and neither works so I'm not sure exactly what to do.
[AGENT][POSITIVE] OK, yeah, I'll be happy to help you with that. And can I get your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] All right. And uh do you have your group number?
[CUSTOMER][NEUTRAL] Group number I don't even know. I don't know what the group number is wait, I might have a paper bill from you guys too.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEGATIVE] I don't even keep the paper bills because I go online and do it.
[CUSTOMER][NEGATIVE] Dang, I may have shred them all.
[CUSTOMER][NEUTRAL] Wait, hold on, let me see if I can find it in QuickBooks.
[CUSTOMER][NEUTRAL] Hold on, sorry.
[CUSTOMER][POSITIVE] Oh good, I got it. OK, so.
[CUSTOMER][NEUTRAL] Group number is 25435.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] And uh that's the doctor's advantage.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and could you please verify the um address that we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and I see that's the number you're calling from. Is that also a good callback number for you in case we get disconnected?
[CUSTOMER][POSITIVE] Yes, that's a good number.
[AGENT][NEUTRAL] All right. So, um, we did, uh, launch a new, um, we revamped the website. Um, so you have to, on this new website, you have to register um with an email address. So that will just be the email address that you have on file. Um, so you could go to um the log, like the, the home screen, and if you, where you see create a new account, you'll click on that and then we'll go through those steps.
[CUSTOMER][NEUTRAL] Oh, OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] All right. And uh the information?
[CUSTOMER][NEUTRAL] So I'm clicking on group?
[AGENT][POSITIVE] Yes, you're on a quick group.
[CUSTOMER][NEUTRAL] Group number what was that number I just gave you? I got out of the document 254 or something.
[AGENT][NEUTRAL] 25435.
[CUSTOMER][NEUTRAL] I can look it up
[CUSTOMER][NEUTRAL] 25435 OK zip code [PII].
[CUSTOMER][NEUTRAL] Phone number oh she's.
[CUSTOMER][NEUTRAL] [PII] City [PII]. I don't what is the email on record?
[AGENT][NEUTRAL] Um, it's, we have your email address.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] error no user was found with the information that was entered. Please try again if you error persists call.
[CUSTOMER][NEUTRAL] OK, what, what might be the problem?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All right, so you entered in, it asked you for the address, you entered that in [PII]. You entered the phone number is [PII].
[AGENT][NEUTRAL] And your email address, LNG.
[CUSTOMER][NEUTRAL] I did, but I, I mistyped the phone number. Give me a second. I might, that was the problem, sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now email address again.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Advantage OK.
[CUSTOMER][NEUTRAL] New password choose my own.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Confirm.
[CUSTOMER][NEUTRAL] Display name.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] And then given name surname.
[CUSTOMER][NEUTRAL] Why am I doing all that? Give names.
[AGENT][NEUTRAL] Um, you don't have to put the given name, I don't think, and, and if it doesn't, if it doesn't have an aisk, you don't have to enter it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, claim not verified email address [PII]
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Some verification code claim not verified.
[CUSTOMER][NEUTRAL] I, I don't know what to do.
[AGENT][NEUTRAL] Claim not verified?
[CUSTOMER][NEGATIVE] It just says claim not verified email address like my email address is not correct.
[CUSTOMER][NEUTRAL] That's the only one I got.
[AGENT][NEUTRAL] Do you see something that says send verification code?
[CUSTOMER][NEUTRAL] Technically, it's not the only one I have.
[CUSTOMER][NEGATIVE] I said send verification code but it won't let it won't do it because it says the claim is not verified the email address is a problem.
[AGENT][NEUTRAL] 2.
[AGENT][NEUTRAL] 254
[CUSTOMER][NEUTRAL] But you confirmed that it's [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Show me what your account is.
[AGENT][NEUTRAL] Pending
[AGENT][NEGATIVE] But I don't know why it would be saying claim on there cause it shouldn't.
[AGENT][NEUTRAL] And you were at the home screen, like you didn't click on the claims tab or anything like that, right?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] No, I, no, I'm still in the setup.
[CUSTOMER][NEUTRAL] You want me to cancel?
[AGENT][NEUTRAL] Can you check your email and see if it's, if it did send you a verification code just in case.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, actually I did get one, it's weird.
[CUSTOMER][NEUTRAL] [PII]. Good job. OK, verify code.
[CUSTOMER][NEUTRAL] It still keeps saying claim I found email address but let me see if I can continue.
[CUSTOMER][NEUTRAL] OK, that was weird.
[CUSTOMER][POSITIVE] I agree to terms of use. I agree to privacy policy, continue.
[CUSTOMER][POSITIVE] Your account has been successfully completed, get a dashboard.
[CUSTOMER][NEUTRAL] Oh, log in.
[CUSTOMER][NEUTRAL] Let's see, send verification code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] My code continue.
[CUSTOMER][NEUTRAL] I'm not sure
[CUSTOMER][NEUTRAL] That's done
[CUSTOMER][NEUTRAL] OK, looks like I'm in.
[AGENT][NEUTRAL] Alright, and then to view your invoices you'll just go to where it says my group and then you should see a tab that says invoicing.
[CUSTOMER][POSITIVE] Yep, got it.
[AGENT][POSITIVE] All right. Awesome is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thanks so much.
[AGENT][POSITIVE] No problem. It's a pleasure. Thank you for calling ATL. Hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.