AccountId: 011433970860
ContactId: 1625267b-c89d-4fe9-b1aa-22fc8f76baf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 768340 ms
Total Talk Time (AGENT): 274963 ms
Total Talk Time (CUSTOMER): 222374 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/1625267b-c89d-4fe9-b1aa-22fc8f76baf5_20250616T15:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good. [PII], I called last week. I spoke with [PII], and she was checking on why we my our group wasn't able to create, create a new OSC account. It's, it keeps popping up with an error when we put in our information, um, to create a log in, and she said she was reaching out to the tech department and would call me back, but I never received a call back so I was just wondering if I could get maybe an update.
[CUSTOMER][NEUTRAL] Um, I can give you the group number.
[AGENT][POSITIVE] OK, yeah, let's start there.
[CUSTOMER][NEUTRAL] OK. It's 23379 Medical Brokerage Association.
[AGENT][NEUTRAL] Alrighty, can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] OK, the zip code we have for that billing address is [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK, OK, um, and then the contact name that we should have on file?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] OK, and um,
[CUSTOMER][NEUTRAL] [PII] uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, sorry I I interrupted you. I'm sorry.
[AGENT][NEUTRAL] No, you're fine. No, you're fine. Is that a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] No, no, my number is [PII].
[AGENT][NEUTRAL] And I do apologize. Did you say you're [PII]?
[CUSTOMER][NEUTRAL] No, I'm [PII]. I'm their daughter, but I can get [PII] on the phone if you need, yes.
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Um, let's see. All right, so the contact email that we have is [PII].
[AGENT][NEUTRAL] So he would be the one that would need to create that account.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right, and I did we've been putting in the [PII] Medical group benefits email. I put in his number [PII], and I put in the zip code [PII] because that's what [PII] said was on file, not [PII].
[AGENT][NEUTRAL] Um, no, that's probably why you're.
[CUSTOMER][NEUTRAL] Should I try [PII]?
[AGENT][NEUTRAL] Yeah, that's probably why you're getting an error message just because we've got 7000 too.
[CUSTOMER][NEUTRAL] Oh sure. OK, that's strange.
[CUSTOMER][NEUTRAL] OK, well let me try with that then. No, it's still is giving me an error code.
[AGENT][NEUTRAL] All right, let me.
[CUSTOMER][NEUTRAL] And um she tried it on her end when I was on the phone with her and she was like she said she would contact the tech department um and call us back but I just wanted to you know check and see because we have to pay our uh premium.
[AGENT][NEUTRAL] Yes, ma'am. Hang on one second, let me, let me just try doing it on my end. I know that she tried, but let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 25049048 N E T A I R I E.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] This is [PII].
[AGENT][NEGATIVE] We cannot create a new account this information hm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] Well, that is the problem.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, let's
[AGENT][NEUTRAL] Well, OK.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] I haven't had a, I haven't had a group with that issue before. Um.
[CUSTOMER][NEGATIVE] I wanna say she even tried to do it as agent or broker instead of group as well and it wouldn't work that way either.
[CUSTOMER][NEUTRAL] So I'm not sure.
[AGENT][NEGATIVE] Customer callback I think is made unsuccessful follow up email to customers and contact.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Email is a
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] It looks like on the [PII] someone attempted to call back but did not get anybody and then sent an email to [PII].
[CUSTOMER][NEUTRAL] Oh, so an email was sent. OK, let me check on that really quick.
[CUSTOMER][NEUTRAL] And you know they may have called the the number on file and that's possible that he did not answer.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK, yeah, so I see, I see the email but it doesn't really.
[CUSTOMER][NEUTRAL] Um, say anything about what the issue is. It just said that they tried to reach out.
[CUSTOMER][NEUTRAL] Via phone
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And if you are still experiencing difficulties to reach out.
[CUSTOMER][NEUTRAL] Should I email the care team back or?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I would, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, let, let me see if I can get.
[AGENT][NEUTRAL] Ma
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, let me ask another question.
[AGENT][NEUTRAL] All right, bear with me, let me see if.
[AGENT][NEUTRAL] If anything has been followed up with.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me. I'm trying to get all the
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Things and see what's going on.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][POSITIVE] Absolutely, take your time.
[AGENT][NEUTRAL] It's really strange that it won't let me.
[AGENT][NEUTRAL] Um, do it either.
[CUSTOMER][NEUTRAL] It is strange. Have you guys been receiving, um, have you guys been having problems like this?
[AGENT][NEUTRAL] Um, this particular, this particular error message, I have not had an, I have not had one come up like this, um.
[CUSTOMER][NEUTRAL] With other groups?
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] So that 504-339-204. OK. [PII]. OK. Yeah, this error message I have not seen before. Um.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Waiting for
[AGENT][NEUTRAL] Want to let me know something.
[AGENT][NEUTRAL] All right, no, I've not heard anything about this. OK, well that doesn't.
[AGENT][NEUTRAL] Yeah, what's wrong with that.
[AGENT][NEGATIVE] With this, because it's not even showing.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Like your group's information, so.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'm not sure on this one.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] She'll take me back and let me know something. Let's see.
[AGENT][NEUTRAL] Um, so if we were not able to get your online service center account, um, registered today, would y'all, um, y'all can pay over the phone with a debit card or credit card.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] That is another option.
[CUSTOMER][NEUTRAL] Let me check with [PII] because I don't know uh let me check with [PII] first he's actually in an appointment right now so I'll just when he's finished, I'll check with him because he's, you know, particular on the way he likes to do things.
[AGENT][NEUTRAL] Yeah, I, I understand.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] If um if he agrees to that, I'll call back with the credit card and I'll just do it that way.
[AGENT][POSITIVE] Yes, ma'am. And hopefully, in the meantime,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] We'll have, uh, some kind of update on why, yeah, on why this is not working. And I have your callback number and your name and the group name. And, um, yeah, find out from [PII] and if that is an option, yeah, just give us a call back and you can pay for it over the phone. Um, anybody in the group billing department can take your call and take that payment. Um.
[CUSTOMER][NEUTRAL] An answer
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Perfect, perfect.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And, um, yeah, hopefully, in the meantime, I'll be able to figure out something. And if I am able to get it figured out, I will give you a call back myself.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome, OK, and I'm also just gonna respond back to the care team, um, just do you think I should do that or are you think it'll be handled via you?
[AGENT][NEUTRAL] Um, either way, um, I mean you can respond back to them and they may know something that I don't know, um, and they may have an update that, um, I don't have, um, so yeah, that, yeah, more than welcome to do that as well and hopefully by um.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But the time things can cross over, we've got it figured out.
[CUSTOMER][POSITIVE] OK, perfect. Well, I appreciate your help, [PII]. Thank you so much.
[AGENT][POSITIVE] No problem, [PII], and uh is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] Alrighty well thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, bye.