AccountId: 011433970860
ContactId: 4b34e1a6-3bb6-4a95-bf89-d6aa84e2aaf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 686429 ms
Total Talk Time (AGENT): 319848 ms
Total Talk Time (CUSTOMER): 237332 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/4b34e1a6-3bb6-4a95-bf89-d6aa84e2aaf6_20250625T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] again in claims.
[AGENT][POSITIVE] Hey how's it going?
[CUSTOMER][NEUTRAL] Uh, I talked to you. It's going pretty OK, I guess. Uh, how did that provider call go yesterday?
[AGENT][NEUTRAL] Yeah, so far.
[AGENT][NEGATIVE] It didn't, um, I don't think I'm trying to remember. Gosh, yesterday feels like so long ago. Um, I think it disconnected before I could get a call back.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so now I have another one.
[AGENT][NEUTRAL] If I remember correctly.
[AGENT][NEUTRAL] OK, OK, um.
[CUSTOMER][NEUTRAL] Are y'all getting any information regarding providers not being able to get in?
[AGENT][NEUTRAL] Not from what I understand, no, um, is this one the same?
[CUSTOMER][NEUTRAL] OK. OK. I have another provider. No, it's a different provider.
[AGENT][NEUTRAL] Um, what's, what's going on with this one?
[CUSTOMER][NEGATIVE] Uh, once again, um, they're going in, they're getting an error message that they can't register. Uh, I had to go through a different browser, uh, while we were on the phone, and that still isn't working. That was kind of the situation yesterday. The provider is not able to re-register.
[AGENT][NEUTRAL] Interesting. OK, OK, um, uh, again I'm not quite sure what I'm able to do, but, um, you could go ahead and send them over. Oh, what is their name? I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. Her name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And was this in regard to.
[CUSTOMER][NEUTRAL] Alrighty, and did you
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Uh, no, I was gonna ask, uh, did you need to, yesterday I provided the tax ID number. I didn't know if you needed that.
[AGENT][POSITIVE] That would be great, yes, if you don't mind.
[CUSTOMER][NEUTRAL] OK. OK. It's [PII] for West Kendall Baptist Hospital.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK cool alrighty thank you so much [PII] you could go ahead and send the over.
[CUSTOMER][POSITIVE] OK. Here she comes. Thank you.
[AGENT][POSITIVE] All right thanks bye bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] Bye have a good day. Hi, my name, hi, how are you?
[AGENT][NEUTRAL] Hi [PII].
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEGATIVE] I'm OK, trying to get logged in and I still can't.
[AGENT][NEUTRAL] I understand apparently you are not alone in this, um.
[AGENT][NEUTRAL] Give me just a moment now and it is [PII] correct?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, so let's take a look here um I've got it pulled up as well this is just because again you're not alone with these errors so I'll try to go through um and do them on my end as well just to make sure you know it could be something um with the uh computer that you're using or something like that so give me just a moment I'm going to go ahead and try on my end and just to verify I've got that tax ID as [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so when you go into the provider section, enter that tax ID and hit next is that when it's giving you an error or is it allowing you to go further than that?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] No, it's telling me it doesn't recognize the tax ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I just put it in my end and it is going it's proceeding to the next step so um just to verify I know these kinds of things sound silly um there's no spaces or anything like that or dashes it's just the digits that you're entering correct?
[CUSTOMER][NEUTRAL] No, I have.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, let's do this. Let's see. I don't know if it's gonna let me.
[AGENT][NEUTRAL] Continue after.
[AGENT][NEUTRAL] Because I'll enter that hit next and then it'll proceed to the next step saying complete your account set up so you're not getting to that screen then right?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let me ask you this, [PII], are you currently at your, um, place of work? Are you at the provider's office right now?
[CUSTOMER][NEUTRAL] Well, we work from home.
[AGENT][NEUTRAL] Oh I see OK, but you're using um like a work computer?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, so this is again it's going to sound funny, but I've dealt with a lot of people that have had these problems. I can tell you what it is exactly. Do you have um an iPhone by chance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if you would um try to do it on your iPhone, um, open up, uh, um, I know people have used Safari I know Safari works if you do it through the browser that way.
[AGENT][NEUTRAL] Um, I had someone just the other day and we were going through different browsers and what I think it was was a, uh, some sort of firewall that's on these particular like uh work computers that's preventing that, um, but when they did it on their phone it works just fine so if you would go ahead and give that a shot for me.
[CUSTOMER][NEUTRAL] I'm entering it now. 1 2nd.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Also, it's nobody's ever said anything, but I cannot apologize enough for all the confusion.
[CUSTOMER][NEUTRAL] OK, I'm there.
[CUSTOMER][NEUTRAL] So do I create OSC account?
[AGENT][POSITIVE] Correct, yes, and then you would select of course a provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's letting me go through.
[AGENT][NEUTRAL] Did it work? OK, yeah, so again I'm not quite sure it might be something um I my guess is you know because a lot of these work computers and stuff have those like softwares, firewalls and such. I think that's what's causing the issue, but I'm not 100% either way, um, this is a workaround so after creating it you shouldn't have any problems logging in through your work computer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, hold on, I'm trying to complete registration.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's asking me for a security codes. I'm putting in my work.
[AGENT][NEUTRAL] Oh, yes, through an email.
[CUSTOMER][NEUTRAL] My work email.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Let's see if I get that email.
[AGENT][POSITIVE] I am so sorry for the mess. I'm just grateful for some of these people that are able to figure out these little workarounds.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 3742.
[CUSTOMER][NEUTRAL] Email has been verified continue.
[CUSTOMER][NEUTRAL] I need to add a password OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Terms, I agree, I agree.
[CUSTOMER][POSITIVE] Your account has been successfully created, OK, so.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Let me try to get let me log out of here.
[AGENT][NEUTRAL] Yes, and then uh yeah you can log in um through the computer.
[CUSTOMER][NEUTRAL] Oh, it's telling
[CUSTOMER][NEUTRAL] Let me see if it'll work.
[CUSTOMER][POSITIVE] Hopefully it does.
[CUSTOMER][NEUTRAL] Log in
[CUSTOMER][NEUTRAL] Something's happening, something different.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Hope it's a good something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, update your password, OK.
[CUSTOMER][NEUTRAL] Oh send security code again.
[AGENT][NEUTRAL] Uh, it will do that every login.
[CUSTOMER][POSITIVE] Oh, that's just wonderful.
[AGENT][NEUTRAL] Just setting that expectation, I know.
[CUSTOMER][NEUTRAL] OK, hold on, I'm waiting for the verification code.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, because most of the time I use the web portal, it's a lot faster for us so we don't have to be making phone calls.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely well and with this you know the the website underwent this huge change just a couple of weeks ago and with it it's making everyone had to make a new account and it's should be especially for providers should be a lot easier for y'all to use um of course I think these little bugs are obviously because it's new it just rolled out um so hopefully after a bit of time it will be faster and easier for y'all.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, well, I just got a message that we are experiencing an issue retrieving your data. Please try again later or contact customer service.
[AGENT][NEUTRAL] Oh my gosh, wait, that's when you're uh logging in?
[CUSTOMER][NEUTRAL] Uh huh, yeah, it's giving me the dashboard and it's giving me a little.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Picture here I need to file a claim which we usually don't like well we do if it's not on file. Let me go look at the profile just to see what information is in the profile.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] And it's having a hard time loading.
[AGENT][NEUTRAL] I, I will say from what I've seen myself, um, it can and will take a while for it to load, especially for specific claim information um I've seen it take upwards to about, you know, sometimes 5 to 10 minutes, um, because it's retrieving all of that I guess, um, in the meantime I guess I should have asked, um, but, uh, were you looking for a specific claim status or were you just trying to get this set up?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] I was just trying to get it set up. I already had the claim status.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah and I was just trying to get set up because like I said I use this a lot.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Right, absolutely, yeah, I just wanted to make sure.
[CUSTOMER][POSITIVE] Yeah, no, I'm good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, well, I'll just wait for everything to load and if I have any other issues, I'll call back.
[AGENT][POSITIVE] Definitely, definitely. Again, I cannot apologize enough, Ms. [PII], but I hope, hopefully it works well for you and I sure hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you so much. You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.