AccountId: 011433970860
ContactId: 2a071c35-7e88-41bb-b909-f7a801581ce2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93269 ms
Total Talk Time (AGENT): 37157 ms
Total Talk Time (CUSTOMER): 45990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2a071c35-7e88-41bb-b909-f7a801581ce2_20250611T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Good afternoon [PII]. My name is [PII] with Benefits in a card. I don't have any access to the portal for the benefit cards. I keep getting an error message and they had a window telling me to contact this phone number if the error persisted and it has been 10 minutes of it ongoing.
[AGENT][NEUTRAL] OK. Give me just one moment.
[AGENT][NEUTRAL] And is it in regards to um you as a provider?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Never mind, I'll just have the office contact you then. I don't know how to answer that question. We're administrators for health insurance. You guys are the carriers for some of the ones that we offer.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yeah, let me see real quick um how we can set that up. OK, did you try um and you said you did try uh creating a new account?
[CUSTOMER][NEUTRAL] That is OK.
[CUSTOMER][NEUTRAL] No, ma'am, but that's fine. We'll just have the front office for a ticket.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, yeah, because uh we just got a new portal provider as of Monday last week, so uh we've been asking people to make a new uh account mhm yeah and if it's still not working, yeah, you can go ahead and put in the ticket for that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, we did that already. We lost access to the portal for a whole week last week and we did create new accounts, but the new account is the one that has me lagged out of, which is fine, love, don't worry about it, we'll just have the front office put in the ticket. Thank you for your time.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, thank you, bye.