AccountId: 011433970860
ContactId: 2aba6605-b7f0-446e-9fcf-92ef1bf7ed4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 705109 ms
Total Talk Time (AGENT): 198881 ms
Total Talk Time (CUSTOMER): 226563 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/2aba6605-b7f0-446e-9fcf-92ef1bf7ed4e_20250618T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm calling from Homestead Hospital. I'm trying to sign up with the web portal as a provider, and when it asks for my tax ID it says no user was found.
[CUSTOMER][NEUTRAL] With the information.
[CUSTOMER][NEGATIVE] I used to have a log in on the old website but now it seems as if they've changed it. Are, are you aware of that? Can you help or no?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, um, about 2 weeks ago we changed portal providers, so you will need to create a new account.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um, as a provider.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So when you go into the OSC, um, is that what you're trying to do now?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Yes, and it says error, no user was found because it asks for the tax ID and I'm entering our tax ID and it says no user was found.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Do you have your tax ID with you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, let me see.
[AGENT][NEUTRAL] Oh,
[AGENT][NEGATIVE] Does it say it just says this no no user can be found or does it take you to a 404 message?
[CUSTOMER][NEUTRAL] Mm it just says error. Um, let me go back to it again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I picked out of it.
[CUSTOMER][NEUTRAL] I don't need it in edge or.
[CUSTOMER][NEUTRAL] OK, criteria I see account provider.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] 600.
[CUSTOMER][NEGATIVE] It says error no user was found with information that was entered. Please try again and if the error persists, please contact customer service.
[AGENT][NEUTRAL] OK. And do you have a claim that you're checking the status of?
[CUSTOMER][NEUTRAL] I am, uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I do actually, yeah.
[AGENT][NEUTRAL] Let me see what's going on.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] If I have to call you back.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, go ahead.
[AGENT][NEUTRAL] Oh OK I thought you said you'd have to call us back. OK, one moment.
[CUSTOMER][NEUTRAL] No, no, no, no, I just my daughter and my cell phone. I'm sorry.
[AGENT][NEUTRAL] Oh, OK, one moment, let me see.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, let me see what I can do about that. Um, do you have the policy number for the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 026 09676 M as in Mary, L 8.
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] Neha, you said 02609676, correct?
[CUSTOMER][NEUTRAL] Yes, uh-huh, yes.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Uh, the first name is spelled [PII] Last name [PII] and [PII] Date of birth [PII].
[AGENT][NEUTRAL] Right, and uh
[AGENT][NEUTRAL] You said that was for Homestead Hospital, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It does look like we paid that claim in the amount of $225.96.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And do you need the claim number as well?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK. The claim number is 361075-3.
[AGENT][NEUTRAL] I am seeing your tax ID here, so.
[CUSTOMER][NEUTRAL] I don't know, it's not taking it then. I mean, I tried putting it with the dash or without the dash after the first two numbers and it.
[CUSTOMER][NEUTRAL] They're taking it.
[CUSTOMER][NEUTRAL] Do we need to sign up with an administrator or can individual people?
[AGENT][NEUTRAL] Let me see, make sure I got it right here. I have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] OK, that is correct. Let me see what's going on here and see what we need to do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's try um
[AGENT][NEUTRAL] Clearing your uh browser history and see if that works. Um.
[AGENT][NEUTRAL] Do you know how to clear your browser history?
[CUSTOMER][NEUTRAL] Um, give me a second, I think, uh, one second, I see.
[AGENT][NEUTRAL] You can go up to the.
[CUSTOMER][NEUTRAL] Go to the figure that.
[AGENT][NEUTRAL] Yeah, the 3 little dots and then.
[AGENT][NEUTRAL] Click delete browser history.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just choose what you want to clean.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And should I put the cookies in another side data or which one I'm not sure.
[AGENT][NEUTRAL] Yes, I would go ahead and delete all of it, um, make sure that if you have any passwords saved so that you have them written down or you remember them.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh my goodness
[CUSTOMER][NEGATIVE] I don't want to.
[AGENT][NEUTRAL] Or if you want, there should be an option where you can save passwords.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, it looks like once I got on Google.
[CUSTOMER][NEUTRAL] And I don't want to mess with that because.
[AGENT][NEUTRAL] Yeah, it does look like though whenever I got onto Google Chrome, uh, which is a different browser for me, I did try your tax ID and it did work um so that looks like it could just be the that was the problem.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So if you don't wanna clear your browser history, if you don't wanna wait, you can always try another one, but if you'd like, I can stay on the phone while you uh try that.
[CUSTOMER][NEUTRAL] OK. Let me
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I, I don't really want to do that, um, maybe I could get someone in the office to help me because, like I said, I recently changed my computer.
[AGENT][NEUTRAL] Do you have another, do you have another browser?
[AGENT][NEUTRAL] That's OK. Do you have another browser to use?
[CUSTOMER][NEUTRAL] I could try um.
[CUSTOMER][NEGATIVE] I could try. I, I also tried it yesterday in um in Microsoft, um, with, with Google, but it also didn't work. Let me see if it will work today.
[CUSTOMER][NEUTRAL] Cause I recently changed my computer and
[CUSTOMER][NEUTRAL] Um, I lost all of my passwords and I was like for a long time.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, let me ask someone in the office to help me to clear my browser because I I said I don't wanna mess up my password, so, um, can you just give me the check number on, on that one, uh-huh, uh-huh.
[AGENT][NEUTRAL] That's OK, um, but I, I will say.
[AGENT][NEUTRAL] OK, I will say um once I, I uh went to a different browser because I'm on edge and so I went to Chrome. I don't use Chrome all that often, um, and I was able to go further with that tax ID. So it looks like you either need to clear your your browser history or you can go to a different, um, yeah, go to a different browser such as uh Chrome or or Safari.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, if you could give me the chat number on that one so that I could just send the notes.
[CUSTOMER][NEUTRAL] And then I'll try it later.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know whenever you're ready.
[CUSTOMER][NEUTRAL] I am mhm.
[AGENT][NEUTRAL] OK. The check number is 2048927.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when was it issued?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] It looks like we issued that check on [PII]. That check is currently outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][NEUTRAL] Bye.