AccountId: 011433970860
ContactId: 13353652-a7f4-43ad-b8e8-0a8cd97f9381
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198220 ms
Total Talk Time (AGENT): 70360 ms
Total Talk Time (CUSTOMER): 96012 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/13353652-a7f4-43ad-b8e8-0a8cd97f9381_20250620T21:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so how are you today?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Good thank you so so um I'm trying we're trying to log into the portal I guess you guys changed the portal.
[AGENT][NEUTRAL] Yes, we do. Mhm.
[CUSTOMER][NEUTRAL] Um, and we can't.
[CUSTOMER][NEUTRAL] Can you help us with that or can you allow my wife, my wife to have access because she's the one that really handles APA portal, not me.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. Let me go ahead and get your information pulled up, verify you, and then I can get her on the line, OK? May I have your name? You're welcome.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] My name is, my name is [PII] Last name is [PII], and I have a payer number if you want it.
[AGENT][NEUTRAL] OK, um, when you say payer number, you mean a group number or is it the policy number?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] It says payer ID and then I have also.
[CUSTOMER][NEUTRAL] The card number, I don't know. I have the card in front of me.
[AGENT][NEUTRAL] OK. OK. Let me have the numbers in the bottom where it says outpatient search.
[CUSTOMER][NEUTRAL] Outpatient
[CUSTOMER][NEUTRAL] In the back of the group number.
[AGENT][NEUTRAL] In the bottom of that card should be OPer number.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] I'm not sure. I have a payer ID number. I have any hospital benefits shirt numbers.
[AGENT][NEUTRAL] That's it. Go ahead.
[CUSTOMER][NEUTRAL] That's it 025.
[CUSTOMER][NEUTRAL] 982-57.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Louis, 7.
[AGENT][NEUTRAL] Thank you. And may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Address on file like like uh the business address or the home address?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mailing address, home address?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Mail home address, uh-huh.
[CUSTOMER][NEUTRAL] Home?
[CUSTOMER][NEUTRAL] Home address is [PII].
[AGENT][NEUTRAL] OK and the email address on file.
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] OK, thank you, and you're trying to get the online service center for your personal account, correct? for this account.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You're trying to get registered through the online service center for your personal account.
[CUSTOMER][NEUTRAL] One more time.
[CUSTOMER][NEUTRAL] Uh yeah, I guess to view our.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Our transactions, I mean it's a business account but our own personal account, yes, I guess that's true.
[AGENT][NEUTRAL] OK. All right. OK, I'm ready to speak to um Ms. [PII].
[CUSTOMER][NEUTRAL] [PII], we're on the line. Hold on a second. Let me call her. Let me plug her in.
[AGENT][NEUTRAL] Sure, yes, go ahead.