AccountId: 011433970860
ContactId: 17a5bd36-ca94-4d51-8086-074270118d7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1097030 ms
Total Talk Time (AGENT): 446312 ms
Total Talk Time (CUSTOMER): 268788 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/17a5bd36-ca94-4d51-8086-074270118d7a_20250620T19:59_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] with North Lake Gastroenterology. Um, I'm having some trouble. Uh, I just got a notice about us being behind on payment, and I, for some reason, I cannot get into, I keep getting into a loop when I try to log into the website.
[AGENT][NEUTRAL] OK. Do you have your group number?
[CUSTOMER][NEUTRAL] Sure, let's see. It is um
[CUSTOMER][NEUTRAL] On this one notice it has.
[CUSTOMER][NEUTRAL] 26948
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then, um, [PII], what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then can you verify the address for your group?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And then what is the email address for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I think we have looks like we've spelled [PII] wrong. That's the problem. OK, um, let's see.
[AGENT][NEUTRAL] Let's see, I don't think I can change it.
[AGENT][NEUTRAL] Um, can I put you on a brief hold?
[CUSTOMER][POSITIVE] Oh absolutely.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm so sorry about that. OK, yes, so we've got the email. We've got it as [PII] instead of manager. That's the problem. You won't be able to log in because it'll.
[AGENT][NEUTRAL] Um, I, so we got two options here. I, you can email [PII] to correct the spelling of that. Um, it may take them 24 to 48 hours or
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I don't know if you can change your
[AGENT][NEUTRAL] I'm trying to think if you can, oh wait, hold on, let me see if I can change this.
[AGENT][POSITIVE] I thought I couldn't, but maybe I can. I'm so sorry.
[CUSTOMER][NEUTRAL] Because it'll let me get the I get a code.
[AGENT][NEUTRAL] Oh, it, it does give you a code.
[CUSTOMER][NEUTRAL] Yeah, and then when I do that, then it says it doesn't, let me see.
[CUSTOMER][NEUTRAL] So I did the secure. Let me just do it again real quick and.
[CUSTOMER][NEGATIVE] OK, never mind. now it says it can't find my account.
[AGENT][NEUTRAL] OK, yeah, um, let's see.
[AGENT][NEUTRAL] OK, yes, um, yeah, so, unfortunately, you'll have to email [PII]. If you'll ask them to correct the spelling of your email address to manager instead of manger.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What we
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Once we get that corrected, you'll be able to, you, you should, you won't get in a loop it'll because it has to match exactly what we have in our system or else.
[AGENT][NEUTRAL] Um, it won't go through. It'll send you in a loop, um.
[AGENT][NEUTRAL] So, and I, I don't want you to have to change the changing the email address to can be um you know, like once you establish your account, I don't want you to set it up with the incorrect email address so.
[AGENT][NEUTRAL] Um, so if you can email them, ask for a change of spelling for that, a correction of spelling, once they've confirmed that they've done that, you should be able to just enter the group number, the corrected email address, and then it should complete all the steps, so.
[CUSTOMER][NEUTRAL] OK, so, um, so because it show now I do have 2 apparently I have 2 different accounts.
[CUSTOMER][NEUTRAL] So would it, is it, would I have to register for both of them?
[AGENT][NEUTRAL] So do you, are you the?
[CUSTOMER][NEUTRAL] Like I, I did notice.
[AGENT][NEUTRAL] Are you the admin?
[CUSTOMER][NEUTRAL] I'm sorry, yeah.
[AGENT][NEUTRAL] Are you the admin for two different groups, or are you um referring to your own personal account and then this account?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, like I have two different.
[CUSTOMER][NEUTRAL] I don't, I'm assuming these were account numbers like one of the 26948 and one is the 26956.
[AGENT][NEUTRAL] OK, let me see what that, let's see.
[CUSTOMER][NEUTRAL] Unless those are invoices maybe.
[AGENT][NEUTRAL] Oh, that sounds like another group number. Um, let me look that up.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Uh, could you give me that second number again? Sorry about that. I write it down.
[CUSTOMER][NEUTRAL] Oh sure, 269-56.
[AGENT][NEUTRAL] 6956, let's see.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Well, do you all have two different groups?
[AGENT][NEUTRAL] It, it's all the same, right? I mean, do you have
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, and that, uh, no, typically not. It's odd one says North Lake Gastroenterology and the other one is North Lake Gastro Associates, but it's the same address.
[AGENT][NEUTRAL] Um, are the invoices the same amount?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Yeah, so I don't know if it's like two different.
[CUSTOMER][NEUTRAL] Types of coverage?
[AGENT][NEUTRAL] No, we typically bill it all together, um, if you have like multiple products with us, we bill your.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] We build everything together, yeah, because they're all voluntary products, so I don't.
[CUSTOMER][POSITIVE] Yeah, that makes sense.
[AGENT][NEUTRAL] Hm, that's strange. Um, let me see, maybe.
[AGENT][NEUTRAL] No, this was set up.
[CUSTOMER][NEUTRAL] That's why I thought, oh well, maybe um.
[CUSTOMER][NEUTRAL] Maybe I could just create one.
[AGENT][NEUTRAL] OK, but you are just
[CUSTOMER][NEUTRAL] If I've if I've only got it on one.
[AGENT][NEUTRAL] You're just one entity, correct? You're just one entity, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, OK, can I place you on a brief hold? Let me get uh billing on the line and see if maybe they can help. Um, do you mind holding one more time?
[CUSTOMER][POSITIVE] No, no, that's great. I appreciate your help. Sure, thank you.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Ferring.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[AGENT][NEUTRAL] Hello, this is [PII] again in care team. Um, OK, this one's really weird. Uh, I've got 22 different group numbers here and but I, I, I don't know if I should contact you or who I should contact. Exact same group, same address, they're only one entity, so I don't know if one of these was set up in error.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No we don't set up the groups um.
[CUSTOMER][NEUTRAL] But there might have been a reason for that. I don't know, but what you got.
[AGENT][NEUTRAL] It's so strange. I don't know why there would be two. It's the same tax ID. Um, there's, we've got a 269. I'm curious if you can see on the invoice side, do they have two different invoices um 26 26948.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] 269-56.
[AGENT][NEUTRAL] Those are the group numbers.
[AGENT][NEUTRAL] Like everything is the exact same. I know.
[AGENT][NEUTRAL] Agents are the same group contacts the same.
[AGENT][NEUTRAL] Um, maybe you can see on the invoicing side is it two different invoices for I thought we build all the same products on the same invoice or group.
[CUSTOMER][NEUTRAL] Uh, not necessarily. There are some groups that, right, there are some groups that have different divisions, so, um, that could be the case. Let me see.
[AGENT][NEUTRAL] Oh, OK
[CUSTOMER][NEUTRAL] Uh, you said 269-56.
[CUSTOMER][NEUTRAL] And let me pull the other one up.
[CUSTOMER][NEUTRAL] Well that is a good question. Um, like I said, it could possibly be that they wanted that set up. Um, let me check the not EMPNT to see why.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the group questioning this?
[AGENT][NEUTRAL] Yeah, he said he got 2 invoices and he, yeah, so I don't know and I'm like, well you're just one group, correct? And
[AGENT][NEUTRAL] So I wonder if I'll just have them email care team and then they can kind of take it from there because I don't know.
[AGENT][NEUTRAL] I don't know what the
[CUSTOMER][POSITIVE] Yes, that would probably be the best bet to do that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. OK.
[CUSTOMER][POSITIVE] That better safe than sorry that way we've got a tracking record and everything.
[AGENT][POSITIVE] Absolutely. OK, thank you so much. I appreciate you.
[CUSTOMER][POSITIVE] You're so welcome, [PII]. Thank you and you have a good day.
[AGENT][NEUTRAL] Yeah, bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] OK, sorry about that. Um, yes, um, so kind of back to square one again. If you can email care team at [PII], if you'll provide them the two different group numbers.
[AGENT][NEUTRAL] Um, one problem we'll run into is where you're gonna have to change, you're gonna have to use two different email addresses. OK, have you paid two invoices in the past? Let me back up a little bit.
[CUSTOMER][NEUTRAL] Yeah, I was able that's why I'm confused. I was actually able to get on the site previously.
[AGENT][NEUTRAL] And you always pay two different invoices?
[CUSTOMER][NEUTRAL] I I believe so. I honestly, I don't remember, but I think so.
[AGENT][NEUTRAL] OK. Yeah, so for some reason, for whatever reason when the group was set up, it was, it, it does have two separate invoices so the problem with the new system is that you can't use an email address as a sign on more than once, so you will have to change your email address for one of these accounts.
[AGENT][NEUTRAL] To a different email address.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] So if you'll make a decision on like which one, so I, I would keep the so the [PII] is the one that's spelled correctly we've got manager at North Lake Gastro so I I'd keep that and then the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the one we we have spelled incorrectly, and if you can come up with a different, um provide a different email address, we can get that updated.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] Sorry, it's so difficult.
[CUSTOMER][NEGATIVE] Uh, no, I know, I'm like jeez [PII], and the guy who set this up, I'm like, come on, he should have just combined, it just be simple to combine them both, OK.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yeah, right.
[CUSTOMER][POSITIVE] Got it though, right, is what it is, OK.
[CUSTOMER][NEUTRAL] Um, all right.
[CUSTOMER][NEUTRAL] So yeah, so is that so how do I need to go about paying this, so that's the most important thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, once we get that worked out, which typically just takes 24 to 48 hours, did you try setting up the account? Let me see. So with the 269-56 group number, um, are you on the site by chance?
[CUSTOMER][NEUTRAL] Yeah, I was actually trying to register now. The group number 26956.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just enter the email on record.
[CUSTOMER][NEUTRAL] And then put
[AGENT][NEUTRAL] Uh, you don't have to enter anything else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] It should take you to
[CUSTOMER][NEUTRAL] OK, so it says complete your account set up. OK.
[AGENT][NEUTRAL] Yeah, from there, um, you'll enter that email address again. It'll send a verification do the send verification code, click that.
[CUSTOMER][NEUTRAL] Just asking
[AGENT][NEUTRAL] Um, get that verification code, enter it, you'll create your new password, then you'll have to log in again. It'll ask to send another verification code. Once that's complete, you're in the system and you can pay your invoicing under your, under your dashboard. So, but the other group number, the [PII].
[AGENT][NEUTRAL] That's the one you'll have to provide us with a change in the email address before that account can be set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that takes 24 to 48 hours once you email our care team and then once they confirm back with you, you can go online and pay it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Does that all makes sense.
[CUSTOMER][NEUTRAL] All right, I will.
[CUSTOMER][NEUTRAL] It, it does.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It does, yeah. So I will work on that. Um, I just didn't wanna get in trouble for not paying, didn't realize I hadn't paid, so I was like, oh Lord.
[AGENT][NEUTRAL] Yeah, it, we, we've been having some, um, you know, bugs to work out with the new system, so it's fine if it's, you know, we allow more time we understand what's happening so.
[CUSTOMER][NEUTRAL] Yeah, I got it. OK, yeah, this one I think, uh, well, let's see, it says go to dashboard it brought me back to log in.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I see what you're saying, then put the email address in, you'll get another code.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I think I'm on my way here with it hopefully, at least this one.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And then um I'll try to get the other one fixed, OK?
[AGENT][NEUTRAL] OK, and then just to confirm, that's care team at [PII], um, provide that group number 26948 and um just um change it to whatever email address you'd like to change it to.
[CUSTOMER][NEUTRAL] OK, yeah, now I'm, I'm in, um.
[CUSTOMER][POSITIVE] On this other one I'm in so I can.
[CUSTOMER][POSITIVE] Uh, hopefully get that where I can get that one paid, OK.
[AGENT][NEUTRAL] OK, is there anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] That's it. Thanks. Thanks for trying to figure this out.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Right