AccountId: 011433970860
ContactId: 291fb3a2-4b60-4123-a7c5-73c5474c3572
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 636440 ms
Total Talk Time (AGENT): 96641 ms
Total Talk Time (CUSTOMER): 268791 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/291fb3a2-4b60-4123-a7c5-73c5474c3572_20250611T16:15_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Nova Health Urgent Care. I was trying to see if I could get an account set up for pro for the providers like I once had, but I am having trouble. Is there anyone that can assist me with that?
[AGENT][POSITIVE] OK, I'll be happy to assist and.
[AGENT][NEUTRAL] So you're on the website and which option did you choose?
[CUSTOMER][NEUTRAL] Well, I did have an account set up under doctor's care, but we were purchased and now we're in Novant Health urgent care. So I was trying to get it set up under that tax ID and NPI, but as soon as I put the NPI in, it says um that the provider is not found.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so click on create.
[AGENT][NEUTRAL] OK, and you chose the provider role. Let me see provider.
[CUSTOMER][NEUTRAL] Naual provider, yes, and it says next and then I put the tax ID in.
[CUSTOMER][NEGATIVE] And then when I try to hit next it says nothing found for that provider.
[AGENT][NEUTRAL] Let me see if we have that. What's what's the tax ID that you put in?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Yeah, we have that in our system. NoventHealth urgent care.
[CUSTOMER][POSITIVE] Right, exactly.
[AGENT][NEUTRAL] OK, give me one moment let me see if someone in customer service can help.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Fferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in claims. I have um a provider on my back line who was trying to register with the OSC, but her tax ID is not showing.
[AGENT][NEUTRAL] And she keeps getting the error.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Let me tell her.
[AGENT][NEUTRAL] But her tax ID is in lion.
[CUSTOMER][NEUTRAL] OK, I'm not sure how to handle the provider um request. I, I, I think if they're getting an error, um, then we would have to get a screenshot of what error they're getting, um, and the process for that that I know of right now is to send any of those screenshots with the errors to the care team so that we can.
[CUSTOMER][NEUTRAL] Um, report that if needed.
[AGENT][POSITIVE] Oh, OK. OK, good, that's what I needed to know. Thank you so much.
[CUSTOMER][POSITIVE] Mm, yeah, no problem.
[AGENT][NEUTRAL] Alright bye bye.
[AGENT][POSITIVE] Thank you so much for your patience.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, can you try again?
[AGENT][NEUTRAL] For me.
[CUSTOMER][NEUTRAL] OK, so do, do I need to just go backwards and come back in or?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Try putting the tax ID number in?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see, OK, so hit the provider, go next, OK, then the tax ID.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now it says complete your account set up and hit the continue.
[CUSTOMER][NEUTRAL] I don't know what was done, but I thank you so then I just have to follow everything like passwords.
[CUSTOMER][NEUTRAL] Now
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Display name, what does that mean? I'm sorry.
[CUSTOMER][NEUTRAL] It says new password confirm password.
[AGENT][NEUTRAL] Is that, is that what they're they're wanting you to create, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] It says OK so it says to um first OK now well.
[CUSTOMER][NEUTRAL] It has two things on it. It says email then send verification code. That's what I originally did in the beginning. So do I need to do that again before I do the password thing? because I'm confused which one to do.
[AGENT][NEUTRAL] So you got this far before.
[CUSTOMER][NEUTRAL] No, I didn't get it. I didn't, I didn't get quite this far to be able to set up a passport. This one says, OK, verification is necessary. Please click send button, so I have to do my email and it's OK. Let me just do my email and send. Let's see what happens. OK, we'll do my email and then send a code there with what kind of code that I'm gonna get for that. Let's see.
[AGENT][NEUTRAL] With that
[CUSTOMER][NEUTRAL] Just wait a moment and then I guess once I get the code, then it'll let me do I guess the rest of the stuff, I hope.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I hope. OK.
[CUSTOMER][NEUTRAL] Alright, so, but I was just quite my question was it says uh new password confirmed password and it says display name.
[CUSTOMER][NEUTRAL] And then given name and then surname.
[CUSTOMER][NEUTRAL] I'm not for sure what those mean.
[CUSTOMER][NEUTRAL] OK, so let's see, I got a code here, so let's copy and paste that, OK.
[CUSTOMER][NEUTRAL] Let's go back over here alright so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] All right, so OK.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now where it says display name, is that for Novant Health urgent care or?
[CUSTOMER][NEUTRAL] My name, I'm not for sure.
[AGENT][NEUTRAL] OK, that I have the.
[AGENT][NEUTRAL] I have the instructions for the insured.
[AGENT][NEUTRAL] So for the insured it would be their name so then this would be the company name, the Novant Health Urgent Care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so, and do I have to give a given name or a surname? I just know about health urgent care?
[AGENT][NEGATIVE] I don't know what it means by surname because it doesn't even.
[AGENT][NEGATIVE] That's not even an option.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, it says my account has been successfully created. Go to dashboard, so let's see what just took place, OK.
[CUSTOMER][NEUTRAL] I am not for sure, but we're going to see because I said that. Let's see and then log in. Let's think I can log in. OK, so.
[CUSTOMER][NEUTRAL] Oh, it's, well, OK, hold on, maybe because I need to.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] OK, it's gonna send it's gonna make me do another verification code again.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] Alright, it's waiting for another verification code again.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Ok, let's see this and then put this one in here.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, thank you. I am finally in.
[AGENT][NEUTRAL] OK, you got in? OK, so that and it's showing.
[CUSTOMER][POSITIVE] Thank you very, yes, I'm finally.
[AGENT][NEUTRAL] OK. All right. Was there anything else?
[CUSTOMER][NEUTRAL] It's showing me it's showing me claim status yep, that's it. So, well, let me just ask you one other quick question though it says claims details, so will you be able to check eligibility on this site also?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, just claims.
[CUSTOMER][NEUTRAL] Oh, so we would never be able to see if a patient is already eligible with you all?
[AGENT][NEUTRAL] No, they don't have that set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you so very much. I appreciate it.
[AGENT][POSITIVE] Mhm thank you for calling APO you have a good day.