AccountId: 011433970860
ContactId: 1c1f2283-cfd0-4658-9ec8-b56d2b6f8a36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 689710 ms
Total Talk Time (AGENT): 178152 ms
Total Talk Time (CUSTOMER): 220465 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/1c1f2283-cfd0-4658-9ec8-b56d2b6f8a36_20250625T16:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, hi, um, I wrote an email to let me see.
[CUSTOMER][NEUTRAL] What is it to care team at um I cannot log in to your account to get my invoice or paid.
[CUSTOMER][NEGATIVE] Um, since you guys changed to the new portal, it keeps saying that my email is not registered and we've been with your account for a lot of years already.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I can assist you with that over the phone. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], may I have the group number?
[CUSTOMER][NEUTRAL] Yes, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me look it.
[CUSTOMER][NEUTRAL] 14925.
[AGENT][NEUTRAL] OK, and may I have um.
[AGENT][NEUTRAL] The name of the group, the mailing address and the email address on file, Miss [PII].
[CUSTOMER][NEUTRAL] South Florida Behavioral Health Network [PII].
[AGENT][NEUTRAL] OK, and the email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, thank you. All right, so, uh, we send an email back in the end of May indicating that uh our OSC platform, the online service center was changing and that we need all accounts to be recreated. So, uh, all we need to do is recreate the account and I'm just gonna go ahead and follow up with you on uh.
[CUSTOMER][NEUTRAL] Mm, I think I did try to do that last time and it also told me that it was already registered, so hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we put group, right?
[AGENT][NEUTRAL] Mm, yeah, and then when you get there, do not put all that information because it's gonna kick you out only group number and email.
[CUSTOMER][NEUTRAL] OK, so 14925, that's probably why.
[CUSTOMER][NEUTRAL] That explains.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then next,
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so now I put the email address and then.
[CUSTOMER][NEUTRAL] Send a verification or create a password.
[AGENT][NEUTRAL] Mhm. Go ahead and send the verification and um confirm that verification and then continue with the rest.
[CUSTOMER][NEUTRAL] So do I send verification and put the password or no?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Go ahead and send verification and verify the email and then you can continue with the password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The display name has to be like the company?
[AGENT][NEUTRAL] Yeah, you can put the display name as the company name and then the rest information is gonna be your first and last name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright, let you know the go.
[CUSTOMER][NEUTRAL] Alright, and I think we're back to normal. on to the starter you create, must create a new account. OK, we already did that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, send a verification code again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, now I finally got back on the dashboard.
[AGENT][NEUTRAL] OK, perfect. So if you need to pay the invoice, you go to my group and then invoicing.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, hold on for this like doing the whole set. OK, done. Alright, so my group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's loaded.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Does it show on your system that last month got paid because we ended up sending a check because I couldn't access.
[AGENT][NEUTRAL] Uh, I can check on that. Let's see.
[CUSTOMER][NEUTRAL] And Ming.
[AGENT][NEUTRAL] Um, yes, you already paid June and we received a check or we receive the payment on June 10th.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK perfect so please review and submit the invoice so.
[CUSTOMER][POSITIVE] Bill 871, so that would be for this one awesome.
[CUSTOMER][NEGATIVE] There was an error processing your request of this error persists, please call customer care option 4.
[AGENT][NEUTRAL] It's OK, just wait. It is.
[CUSTOMER][NEUTRAL] So that's when I go to
[CUSTOMER][NEUTRAL] Invoicing
[AGENT][NEUTRAL] It should still be able to let you send it in or submit it.
[CUSTOMER][NEUTRAL] So, yeah, but if I'm clicking.
[CUSTOMER][NEUTRAL] I'm clicking the invoice for July to download it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For records and then, OK, now it did it actually required after reviewing.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Wait, but I'm not able to.
[CUSTOMER][NEUTRAL] Submit invoice is what I'm supposed to do in order to get access to the invoice.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] To pay, to pay, to pay it, yeah, I'm sorry, to make the payment, yes. I do apologize.
[CUSTOMER][NEUTRAL] But what if I wanna access like a copy of the invoice?
[AGENT][NEUTRAL] OK, if you just need a copy of the invoice, um, right now it's not gonna let you get it because they're working on that. Um, I can go ahead and send you one by email if you need one by email so you have a PDF, um, but right now it's just not gonna let you, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, because the accounting department needs the back up for when I make a payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean, once I submit the payment because it's gonna be my first time paying in the new system, I could print like the backup, but we always um accounting always needs me to save the invoice somewhere.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Oh, well, if, if you're just looking for like a receipt or when you say backup, you're talking about the invoice like the usual image of the invoice or you're saying about the payment confirmation?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The papers saying who's on the policy and the details.
[AGENT][NEUTRAL] OK, yeah, um, yeah, that's the copy of the invoice. Yeah, I can send the copy of the invoice to you, to your email. So let me just go ahead and get that and one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm gonna log out and save this to a new thing.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK here.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Confidentiality form that you got sent me to for Doctor Doctor [PII] needs to sign that. Is that why you sent it to me?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] Now I send it to you and not him? Yes, so I'm gonna forward it to him.
[CUSTOMER][NEUTRAL] I did. Wow. Yeah. Why did I send it to you, see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh my God, yeah, ha ha.
[CUSTOMER][NEUTRAL] My apologies.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm waiting on the system, OK.
[CUSTOMER][POSITIVE] No worries, thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And OK.
[AGENT][NEUTRAL] Just send it, let me know when you receive it.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Got it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you?
[CUSTOMER][NEUTRAL] So you think that um, no, that'll be all. So hopefully by August it should be showing.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] On the system, right? Just like as a print PDF?
[AGENT][NEUTRAL] Yeah, you should be able to print it out in the system, yes, mhm, by then.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.