AccountId: 011433970860
ContactId: 30b61f62-1e61-4f01-aeec-c3ca8de6bfde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96959 ms
Total Talk Time (AGENT): 33289 ms
Total Talk Time (CUSTOMER): 38988 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/30b61f62-1e61-4f01-aeec-c3ca8de6bfde_20250228T22:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] from Family Focused Care billing department. Uh, I'm just calling in to get an assistance regarding creating an account, uh, on the portal. I'm having an issue saying, uh, oops, there seems to be a problem. No user was found with the information that was entered. I entered our tax ID number and a patient account number and it's not letting me create an account.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so you're trying to create um an account for the group, is that correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, um, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so typically when that message pops up, um, saying that no user was found, um, the information that you entered does have to match what we have in our system, um, so we can go through all of that information and make sure that is correct, um, [PII], are you the admin for the group?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, actually, no, uh, I'm just the biller. Um, do you, do we have to, uh, have this requested by, uh, the admin?
[AGENT][NEUTRAL] Yes, um, so in order to, well, I would have to, uh, verify all of that information is.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hm.