AccountId: 011433970860
ContactId: 3eebf3c8-cf44-4467-a1f1-6f57fcfe35c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402420 ms
Total Talk Time (AGENT): 128479 ms
Total Talk Time (CUSTOMER): 95744 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/3eebf3c8-cf44-4467-a1f1-6f57fcfe35c6_20250626T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from West Kendall Baptist Hospital.
[CUSTOMER][POSITIVE] And I'm calling because yesterday I was finally able to create my account on the web portal switching from the old web portal to the new.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And since yesterday, since yesterday, it's been, it's been giving me an error message as we are experiencing an issue retrieving your data. Please try again later or contact customer service.
[CUSTOMER][NEUTRAL] So this was happening all day yesterday so I said let me give it at least a day to see if it'll retrieve the old data but I'm going into it this morning and it's still.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The same.
[AGENT][NEUTRAL] OK. Um, all right. Can you do me a favor and back.
[AGENT][NEGATIVE] Up completely out of it.
[CUSTOMER][NEUTRAL] I'm sorry, you're cutting in and out?
[AGENT][NEUTRAL] And clear your browser and then reenter the [PII] public.
[AGENT][NEUTRAL] Can you uh back up completely out of the online service center?
[CUSTOMER][NEUTRAL] I'm sorry, you're cutting in and out?
[AGENT][POSITIVE] Oh goodness, OK.
[CUSTOMER][NEUTRAL] You mean close it out?
[AGENT][NEUTRAL] OK hold on let me see if I can fix that.
[AGENT][POSITIVE] Yes ma'am, if you can clout completely.
[AGENT][NEUTRAL] And type in
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then try to
[AGENT][NEUTRAL] Sign back in again.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] I gotta get the um verification code, one second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It takes a minute for it to send me the verification code here it is.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I have the same error message or not error message but message.
[AGENT][NEGATIVE] It's giving you a message again that it's having a hard time retrieving your data pulling it in from the old one to the new one.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, OK, so what I need to do is I'm going to uh send.
[AGENT][NEUTRAL] To our IT department, your error message.
[AGENT][NEUTRAL] That you're having, can I, Miss [PII], can I get your callback number just in case the call was dropped?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your tax ID number that's on the online service center?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna send this to the IT department to have them troubleshoot it and somebody will be calling you back to let you know once it's complete and you'll be able to go in and retrieve your data.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna, it's gonna be a brief hold, yes ma'am, I was gonna do that while we're on the phone together.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So it's gonna be a brief hold while I get that um ticket into the IT department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] for holding for me. The error message is coming up on the first screen once you get your.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Verification code?
[CUSTOMER][NEUTRAL] Um, the dashboard.
[AGENT][NEUTRAL] On the dashboard.
[CUSTOMER][NEUTRAL] It says dashboard, yes.
[AGENT][NEUTRAL] And it's saying an issue re recovering data.
[CUSTOMER][NEUTRAL] Right, it says we are experiencing an issue retrieving your data.
[AGENT][NEUTRAL] OK, I've got that ticket in and you should be getting a, a call back or from somebody as far as once they get that error cleared out so you can retrieve your data.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][POSITIVE] All right, thank you so much uh for calling APL. I'm sorry you're having issues with it, but we'll get it fixed.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][POSITIVE] All right. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.