AccountId: 011433970860
ContactId: 3d2cbdfd-3bcb-45c1-87c2-5922a748402c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1338459 ms
Total Talk Time (AGENT): 428175 ms
Total Talk Time (CUSTOMER): 733298 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/3d2cbdfd-3bcb-45c1-87c2-5922a748402c_20250624T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hey, [PII], how are you? My name is [PII]. I'm on the um your website, um.
[CUSTOMER][NEGATIVE] I'm a provider. Oh [PII], I then got out of everything. I hate all this, um.
[CUSTOMER][NEUTRAL] I'm a group so I was calling to, we have two accounts and the lady gave it to me but I didn't write it down um I and I can call the broker to get him on the line, but we have two accounts and I set up for both accounts but I no for one account but I really was only supposed to be just for.
[CUSTOMER][NEUTRAL] Harmony Center and I did Harmony Behavioral Health. So I don't need to be on harmony Behavioral Health. Can you look it up or should I call him and get the um group number?
[AGENT][NEUTRAL] Um, I can, uh, help you with that, [PII]. Uh, first, could you please provide me with, uh, do you have the group number at all?
[CUSTOMER][NEUTRAL] No, that's why I was gonna call him. I think it's 23 something it's.
[AGENT][NEUTRAL] OK, let me look it up by name um [PII].
[CUSTOMER][NEUTRAL] Center, but she gave me harmony behavior health unless there's two accounts under that. I'm not sure. I don't think it is.
[AGENT][NEUTRAL] OK, OK, the group name is Harmony Center.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And is the number that you're calling from a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Please, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm not seeing a harmony center, um, in our
[AGENT][NEUTRAL] In our database, uh, could it be?
[CUSTOMER][NEUTRAL] OK, let me, let me just call him. Hold on, don't hang up, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Mr. [PII]. Yes, ma'am. OK, um, [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, listen, Mr. [PII], she's telling me that she don't see Harmony Center. She only see Harmony Behavior Health, Harmony Behavior Hospital. Oh no, Harmony Center is the main one. That's the, that's the biggest one. Let me see.
[CUSTOMER][NEUTRAL] And Harmony Behavior Hospital only have 15 people? Yes, Harmony rest is a small, that's the small one. Harmony, the the Harmony Center is gonna be the big one.
[AGENT][NEUTRAL] What's that group number?
[AGENT][NEUTRAL] What's the group number for Harmony Center?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Good question. Let me see if I can find it. Um, let me find my APL log in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Now Mr. [PII], am I, um, an authorized rep for harmony behavior help too? Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, because the lady that I was previously talking to, she told me that I had to set up in order to add other users. Yeah, you've got to get in there first I believe from what I'm understanding and then uh then you can you you know you can say hey I want so and so can be on there with me or you know however that goes. OK, alright.
[CUSTOMER][NEUTRAL] Let me see, I'm ver I'm getting my verification right now. I'm gonna log in and see if I have different, uh. Now I did set up for Harmony Behavior uh Hospital. I set up for that, but I, you know, I wanted to get Harmony Center because I think they needing to make the deductions.
[CUSTOMER][NEUTRAL] And um I don't know, I may have missed that email.
[AGENT][NEUTRAL] [PII], I do wanna let you know that um in our new system, if you register um under another group with your email address, it won't let you register on another group with your same email address. So we either have to get your email address disconnected um from the other one through a support, the support desk will have to do that, um, or you'd have to use a different email address for Harmony Center.
[CUSTOMER][POSITIVE] Yeah, that's that that just popped up on another one of my groups that needs to be. I have a lot of groups like that and that need that has to be. I know they're trying to get it done from what I gathering, but that has to be something that can be done. I have a guy who has 4. Well, I really wanna.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, they're, they're I know they're working on it because we do have a lot of groups that have are having that issue.
[CUSTOMER][NEUTRAL] Yeah that's OK, so I really wanna log in for Harmony Center so I would have to go to uh your support.
[AGENT][NEUTRAL] I'll do it for you, um, cause we have to submit the ticket. Um, so I have to submit a support desk ticket um for them to disconnect that, um, your email from that group.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's just not
[AGENT][NEUTRAL] And then you'll be you'll be able to register. Yeah.
[CUSTOMER][NEUTRAL] From Harmony Behavior Hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APL website now.
[AGENT][NEUTRAL] And it shouldn't be, I think I'm logged into it right now.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm into it right now too. I got you.
[AGENT][POSITIVE] Yeah, I'm in it right now. It's not down.
[CUSTOMER][NEUTRAL] I have it now let me see um.
[CUSTOMER][NEUTRAL] Let's see, where's Harmony at 2. I have Harmony there it is. OK, so the Harmony Center is 27093.
[CUSTOMER][NEUTRAL] Behavioral health is 95.
[AGENT][NEUTRAL] OK, I see that.
[AGENT][NEUTRAL] All right. And [PII], can you please verify the um address and email that we should have on file for this group?
[CUSTOMER][NEUTRAL] For who? For me? Mhm. Yeah, it'll be it's gonna be yours [PII].
[AGENT][NEUTRAL] Uh, yes, for the harmony Center.
[AGENT][NEUTRAL] OK, and the physical address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the last thing you need is the phone number that we should have on file.
[CUSTOMER][NEUTRAL] The what? Phone number. Phone number area code [PII].
[AGENT][NEUTRAL] The phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And all right, and um do you have the group number for the other group that um you would have that you registered under? I'll need that for the.
[CUSTOMER][NEUTRAL] Yes, it's 27095. That's right. 20 yep 270.
[AGENT][NEUTRAL] Please
[AGENT][NEUTRAL] 27095.
[CUSTOMER][NEGATIVE] So please disconnect me from that.
[AGENT][NEUTRAL] OK, I'll have them.
[AGENT][NEUTRAL] Disconnect
[CUSTOMER][POSITIVE] Yeah you need to do the main and then yeah that's I'm I'm I I agree with you you need to do that one first. Yeah, totally agree, yes.
[AGENT][NEUTRAL] 27095.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me see if
[CUSTOMER][NEUTRAL] So, um, when you disconnect me from that, should I get out of it and get back in to log in or you'll tell me when?
[AGENT][NEUTRAL] Actually, I wonder if it'll let you register because
[AGENT][NEGATIVE] The, the registration looks weird. It doesn't have your email on there.
[CUSTOMER][NEUTRAL] I'm looking at it right now for Harmony Behavior Hospital. I, I just registered, it's active. It has the telephone number, the contact name is [PII]. The email address is my email address that I just gave you, but that's for Harmony Behavior Hospital which has 13 insured uh members on it. That's not the one that I wanted when I asked her for it. I said Harmony Center, so she just looked at Harmony I'm assuming. Just put in that one, yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, because I'm looking at where it says um email it should say your email address, but it says unknown. So I wonder if maybe it'll let you register under the Harmony Center. Um, do you wanna try that real quick and see if it'll let you do it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what, what do I need to get out of this or something?
[AGENT][NEUTRAL] Yeah, so you'll log out of, of log out and um go to create a new account and we'll go through the steps for Harmony Center because I wanna see if they'll let you since it's not because it it since it's not showing your email on here it's showing unknown which I don't know if maybe they.
[AGENT][NEUTRAL] Already been working on it or?
[CUSTOMER][NEUTRAL] OK, I'm gonna put, I'm gonna put Harmony Center number 27093. Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, no, it's not letting me do it. We could not create a new account with this information. Reach out to group admin to be invited to the account. If this error persists, contact customer service and press option 4. Somebody.
[AGENT][NEUTRAL] Are you logged, are you logged out and did you go to create a new account like on the from the homepage, like on the login screen?
[CUSTOMER][NEUTRAL] I did. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I did. I logged out and everything. I went back to it and then it came back to welcome to OCSC. I said continued, then I said, create your OSC account.
[CUSTOMER][NEUTRAL] Because remember we were trying to do Harmony Center instead, so that's why I want to create. So I don't think it's letting me do it. So I have another Yahoo, I can use that one, maybe it might let me do it with Harmony Center.
[AGENT][NEUTRAL] Um, we'll have to, we would have to change your email in the system to that email. Do you want to do that?
[CUSTOMER][NEUTRAL] And maybe for one of the groups I.
[AGENT][NEUTRAL] Like we we have to change your contact email to that Yahoo email in order for it to let you register because it has to match what we have.
[CUSTOMER][NEUTRAL] Well, I can do it for this group here. Yes, I can do it for this one here for behavior health, the 27095, but the one for 27093 I wanna use SJ. That needs to be the.
[CUSTOMER][NEUTRAL] Would you be able to do that, Bree?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She can somehow.
[AGENT][NEUTRAL] I'm trying to
[AGENT][NEUTRAL] Uh, so since you're already registered with [PII] at [PII] on the old one, we would still have to change it. So you'd still have to send an email to the care team, um, because we have to receive that information in writing if you want to change your email. And then
[AGENT][NEUTRAL] I think that the support desk will still have to
[CUSTOMER][NEUTRAL] I'm not a pro at this, but I think the way it's probably gonna work is she sent something in because she registered because they sent her [PII] by mistake. She says something saying, hey, I need to take off [PII] on this account and add, you know, whatever it is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then um in that same email I said please have the support reach out to me on the [PII] to get that set up [PII]. And we, we, and this is time sensitive because we need to take the deductions out of the employees check. Yeah, correct. So that's why I was asking [PII].
[AGENT][NEUTRAL] OK. Yeah, we already have.
[AGENT][NEUTRAL] Yeah, I was gonna say we already have [PII] for for both of them, um, but what I'm wondering is how since you've already registered in the OSC um with that email under the other one under the [PII], I'm not sure how that would work, but either way, um, we would need an email sent to the care team um about it, like with the email change and everything.
[AGENT][NEUTRAL] Um, but I think it might still have to go through the support desk, um.
[AGENT][NEGATIVE] Even if, even if that email is changed, I think the support desk might still have to do something to disconnect it.
[AGENT][NEUTRAL] This this new system is.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] To see if I can hear the day program or something.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So send an email you want me to send an email to the support?
[AGENT][NEUTRAL] Uh, to [PII].
[CUSTOMER][NEUTRAL] OK, wait, hold up, I'm doing it on my phone because I'm not, I'm working out of town care team at what?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm putting um change of email address.
[AGENT][NEUTRAL] Yes, and put also that you're um like OSC registration issue so it'll tag it for that team because they'll need to work on it as well.
[CUSTOMER][NEGATIVE] Change of email address. I'm doing all this on my phone because they don't have good Wi Fi here.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] In the body of it, I'm requesting.
[CUSTOMER][NEUTRAL] A change of email address for Harmony Behavior Health to Harmony Center and I'm gonna put each um in that I'm gonna put the group number. Would that suffice?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And make sure that you include that you need.
[CUSTOMER][NEUTRAL] Should, should, can I CC? I'm gonna CC you, Mr. [PII], I think. Please do Miss [PII]. Mhm.
[AGENT][NEUTRAL] And uh make sure that you put that you um need how you need to register in the online service center um so it can get tagged to that group because if you just send the way like if you just send the email change they're just gonna change the email.
[AGENT][NEUTRAL] And then mark it complete so make sure that you put the on the OSC registration issue that you're having so they know to send it to the support desk.
[CUSTOMER][NEUTRAL] OK, I, I wanna be clear. I'm sending it to the care team at [PII]. I'm asking them to change the email, but should I send you saying send it to.
[CUSTOMER][NEUTRAL] Something else I can't, I, I forgot just that quick.
[AGENT][NEUTRAL] No, I'm saying just include um that you need your email address for the online service center. You need your email address um to be the [PII] one for the 20795 group and you want to.
[CUSTOMER][NEUTRAL] But you know what, but you know what, Bree? Oh, cause so I can't.
[CUSTOMER][NEUTRAL] Really, to be honest with you, I would like to delete myself from the harmony behavior help period. Can I do that or can you do that on your end? And if not, then I would have to use the [PII], which I didn't want to do because our biggest account is Harmony Center.
[AGENT][NEUTRAL] OK, so then you can just, instead of the change your email then you can just put that you need your email address, which is the [PII] to be disconnected from the OSC for 20795 so that you can register it with 20793.
[CUSTOMER][NEUTRAL] OK, and Mr. [PII], if there's any way, can you send me the bill so that I can send it to.
[CUSTOMER][NEUTRAL] [PII] so they can begin and I can send it to high flyer. I, I can't get the bill right now because of going through this. Is there any way you can send the bill to me?
[CUSTOMER][NEUTRAL] Well, the bill's gonna be, the bill hasn't been generated yet because it just started in uh.
[CUSTOMER][NEUTRAL] So there's no deductions that we have to take out. no deductions came out in June in June. That's what I sent. That's what I sent to you and the high flyer people in June. They started deducting in June. You're good on that. OK, well and that's what I was worried about that. So now we're just trying to pay the bill maybe I just set up an online account. They started deduct and now they're setting up the online account. OK, so [PII] already has it and it's been taken out already. Yes ma'am. I talked to her. I've talked to her a couple times.
[CUSTOMER][NEUTRAL] OK, perfect, perfect, that's the APL right? Uh-huh. OK, great. I'm I'm that's what I was like worried about so all the other people need to do is just set up an online account. Yeah, so what they did was Miss [PII], they let's let you know, they sent, so they sent an email to Miss [PII], they sent an email to Miss [PII].
[CUSTOMER][POSITIVE] Both of them to set up an online account and pay theirs and like I said you have always been the you've always been a contact on the behavioral hospital where you were but [PII] is the one that paid the bill. If you need to go ahead somehow we gotta get that changed over to uh to [PII] yeah, I might can do that on my end free. I may talk to my rep and have them do it and make that a whole lot easier. Miss [PII], do you know [PII]'s email address off top of your head?
[CUSTOMER][NEUTRAL] If I know who's email address you know [PII]'s email address? Uh-huh. [PII].
[AGENT][NEUTRAL] So for this um [PII], then it needs to be [PII]'s email on there?
[CUSTOMER][NEUTRAL] Yeah, it needs to be hers on both of them, but I'm really the, the administrator for um Harmony Center.
[AGENT][POSITIVE] OK, because that makes it a lot easier if it needs to be [PII]'s email, we can just change it to [PII]'s email and she'll be able to register and log in to this 20793 group.
[CUSTOMER][NEUTRAL] No 273.
[CUSTOMER][NEUTRAL] I'm sorry, yeah go ahead. I'm, I'm talking over you. I'm sorry. 2727093, that's the main location with 100 employees enrolled. Miss [PII] needs, that's the one she wants to do. Harmony Behavioral Hospital is a smaller group that needs to go to Ms. [PII].
[AGENT][NEUTRAL] OK, so then you can just send an email um for uh for 20795 to have it changed to [PII]'s email and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So Mr. [PII], can you do that with your rep? Maybe? Can I do that with my rep? he sends it to the right people. That's usually what happens. Is that Bree, is that doable? I'm, I'm texting him right now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] While we're on the phone.
[AGENT][NEUTRAL] Yeah, as long as he sends it to the care team um because they're the ones that handle that, um, they'll they'll change it and then they'll send an email confirming that it's been changed.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I said, you said [PII] was [PII]. No, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, that's what I thought you said. [PII]. Yes. And that needs to be for the [PII] and then what we'll do, Miss [PII], once we have it settled and we get the bills in.
[CUSTOMER][NEUTRAL] At that time we can if we need to put you know you can put other users on there and stuff like that like if um.
[CUSTOMER][NEUTRAL] If and when it has changed over, I'm gonna add [PII] to Harmony Center. Once it's exactly, once it's changed over, yeah, let's let it, let's let it get straight, you get yours, she gets hers, and then once we get it going for a month, we can change it over. Is that OK? Right, right. And I think, I think the, the lady that I previously spoke with got it mixed up by it being Harmony. Yeah, and that's what it was.
[CUSTOMER][NEUTRAL] As soon as I was cleared, it said harmony behavior help and I'm like, no, we got 2 accounts which prompted me to call you. OK, that's fine.
[CUSTOMER][POSITIVE] I think we're good. I'm texting my rep right now what I need.
[CUSTOMER][NEUTRAL] And you get that.
[CUSTOMER][NEGATIVE] Put.
[CUSTOMER][NEUTRAL] Put that
[CUSTOMER][NEUTRAL] contact
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] Uh, they'll still need to, um, your rep, or can you have them, um, include that they need, um, the [PII] disconnected from the OSC account for 27095.
[CUSTOMER][NEUTRAL] So that's
[CUSTOMER][NEUTRAL] That's what I'm telling her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I would have to um um create another online account for 2793.
[AGENT][NEUTRAL] Yeah, as soon as whenever this gets resolved, um.
[CUSTOMER][POSITIVE] Yeah. So I'm gonna send you another email, Miss [PII]. OK, great. I'm gonna tell him to send you another email when that gets resolved and then you can get on there and hopefully, you know, it'll be taken off of there. OK. OK. All right, well thank you [PII] and thank you Mr. [PII]. Yes ma'am thanks Miss [PII]. Just let me just email me uh CC me on something if you send anything Miss [PII]. I wanna keep up to date, OK?
[CUSTOMER][POSITIVE] Yeah, if I'm not gonna send anything now because I don't wanna confuse nobody. No you don't have to now I'm gonna get I'm gonna handle on my end, OK? OK, thank you. Thank you all right bye bye.
[AGENT][POSITIVE] All right. Thank you. Bye.
[CUSTOMER][POSITIVE] Thank you.