AccountId: 011433970860
ContactId: 502eea38-343b-42a7-a9d5-2696c433a604
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 980119 ms
Total Talk Time (AGENT): 301909 ms
Total Talk Time (CUSTOMER): 520529 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/502eea38-343b-42a7-a9d5-2696c433a604_20250613T21:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And uh my name is [PII] and I am with Lindsey Municipal Hospital.
[CUSTOMER][NEUTRAL] Our group number is 21144.
[CUSTOMER][NEGATIVE] And I can't seem to get into the system to get a bill.
[AGENT][NEUTRAL] OK, um, well, I can definitely help you with the system and the bill, and [PII], um, can you verify?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, your group, address, phone number, and your email address?
[CUSTOMER][NEUTRAL] Um, yes, OK, so I'll start with my email address. It's [PII].
[CUSTOMER][NEUTRAL] The address that is on the billing is [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The um phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. Um, so we launched the new systems, the new, um, online service center about 3 weeks ago. Have you been on there since then or this will be the first time since then?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] This will be the first time, but I, I looked back through my emails to see if I like something like that had happened, but I don't recall getting any kind of notification or anything.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, I definitely do apologize on that you that the email wasn't received to you. Um, I can, I can help you set it up now though. Are you there now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, well, I am on.
[CUSTOMER][NEUTRAL] Yeah, like it says uh log in page but it's so do I create a new account?
[AGENT][NEUTRAL] Yes, create your OSC account and um select that your group.
[CUSTOMER][NEUTRAL] OK, I am there OK group OK.
[AGENT][NEUTRAL] And then follow those prompts.
[CUSTOMER][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] OK, our group number the same?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] email on record should be.
[CUSTOMER][NEUTRAL] Mine and state of [PII].
[CUSTOMER][NEUTRAL] OK. The next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says verification is necessary, please click.
[CUSTOMER][NEUTRAL] Send button so I gotta put my email.
[CUSTOMER][NEUTRAL] And and then it wants a code.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I'm waiting on that.
[CUSTOMER][NEUTRAL] OK, so that is [PII].
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] OK then it wants a password.
[CUSTOMER][NEUTRAL] Is there any specifics on the password?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Like you mean like characters or anything?
[CUSTOMER][NEUTRAL] Yeah, number it asks for a display name does that.
[AGENT][NEUTRAL] Um, usually we say for the display name, that will be the group name and then um I think it asks for like a given name, that'll be like your name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, give me one. OK, I'm just trying to write this down so.
[CUSTOMER][POSITIVE] I have it for future.
[CUSTOMER][NEUTRAL] OK, continue.
[CUSTOMER][POSITIVE] OK, I agree to the terms.
[CUSTOMER][NEUTRAL] And I agree to the privacy policy.
[CUSTOMER][NEUTRAL] Go to dashboard.
[CUSTOMER][NEUTRAL] Now I log in correct?
[AGENT][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] OK, it's OK, so it wants another verification code?
[AGENT][NEUTRAL] Yeah, so each time you log in, it'll give, it'll ask for the verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It asks for a code? OK, OK.
[CUSTOMER][NEUTRAL] Give that a second.
[CUSTOMER][POSITIVE] Appreciate your time.
[AGENT][POSITIVE] Oh, you're very welcome.
[CUSTOMER][NEUTRAL] OK, so there's the new code.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII] verify code continue.
[CUSTOMER][NEUTRAL] OK, so it's kind of walking me through I guess where things are.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm done.
[CUSTOMER][NEUTRAL] I am looking for.
[AGENT][NEUTRAL] You're looking for um.
[CUSTOMER][NEUTRAL] OK, I am looking invoices so.
[AGENT][NEUTRAL] You see it.
[CUSTOMER][NEUTRAL] Mm, is it under my?
[AGENT][NEUTRAL] Oh, I thought you were saying you saw it. I'm sorry. So you'll go to uh
[CUSTOMER][NEUTRAL] No, my great.
[CUSTOMER][NEUTRAL] No, no, we're
[AGENT][NEUTRAL] Um, hold on one moment.
[CUSTOMER][NEUTRAL] Oh, it kicked me out.
[AGENT][NEUTRAL] I kicked you out.
[CUSTOMER][NEUTRAL] Yeah, oh, OK, I'm back now. OK. Oh, it's like it.
[AGENT][NEUTRAL] OK, so click on my group.
[CUSTOMER][NEUTRAL] OK, well, it went to a home thing.
[CUSTOMER][NEUTRAL] And my group is no longer there.
[CUSTOMER][NEUTRAL] But I see billing.
[AGENT][NEUTRAL] Your group is no longer there. OK, what does it say for?
[CUSTOMER][NEUTRAL] OK, wait, let me, let me.
[AGENT][NEUTRAL] You wanna go out?
[CUSTOMER][NEUTRAL] Let me go back home, yeah, let me see, let me go out and log back in, sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK, ABL.
[CUSTOMER][NEUTRAL] Oh, it left me up. OK, now there's welcome to our online service center, OK.
[CUSTOMER][NEUTRAL] OK, OK, so go to my group.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And OK.
[CUSTOMER][NEUTRAL] Invoicing I see that tab.
[AGENT][NEUTRAL] And it
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] And then you're looking for the open invoices.
[CUSTOMER][NEUTRAL] Please review and
[CUSTOMER][NEUTRAL] Yes, OK, and so there was an error in processing your request.
[AGENT][NEUTRAL] That that's what it says there was an error in processing your request.
[CUSTOMER][NEUTRAL] Uh huh yeah.
[AGENT][NEUTRAL] When you clicked on.
[CUSTOMER][NEUTRAL] You want me to go back to
[CUSTOMER][NEUTRAL] I went to my group, I went to invoicing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and it's loading it's taking a minute. OK, so and then I clicked on the invoice number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and let's see if it does it this time it's syn.
[CUSTOMER][NEUTRAL] Oh action required.
[CUSTOMER][NEUTRAL] OK, submit. OK, is there no way for me to, oh yeah, I see it, yeah, I can review it.
[AGENT][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] But then I submit the invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, shooting up next.
[CUSTOMER][NEUTRAL] OK, I'm gonna submit that.
[CUSTOMER][NEUTRAL] And then is it gonna give me a uh PDF of?
[CUSTOMER][NEUTRAL] That I can print
[AGENT][NEUTRAL] Um, you're gonna receive a confirmation email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the payment, um, once you're, that's what you're asking for because you just made the payment, right?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, she likes to do checks, so I have to actually send which I, I'm, I marked that we're doing it by check. I just need, I could, but I need to be able to print. OK, here's a coupon.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] You see the, yeah, mhm.
[CUSTOMER][NEUTRAL] But does it have like yeah I don't, I guess my computer's taken I don't know billing invoice coupon OK is there a way for me to print out um like um.
[CUSTOMER][NEUTRAL] The billing details like who all is charged what?
[AGENT][NEUTRAL] Like your invoice?
[CUSTOMER][NEUTRAL] Yeah, that, I mean, I, let me print out the coupon, but I want the entire thing where it shows the billing details of like who was on there and what they were charged.
[AGENT][NEUTRAL] Yes, that's the invoice itself. Um, so when you click on the blue link, what hap it didn't, is that when it gave you the error?
[CUSTOMER][NEUTRAL] Yeah, how do I get that?
[CUSTOMER][NEUTRAL] It just printed it only printed a coupon which is the first page.
[CUSTOMER][NEGATIVE] It doesn't do a detailed.
[AGENT][NEUTRAL] Oh, OK. So hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said it's only one page?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm going back to the invoicing part.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Mhm. I'm looking at the um
[CUSTOMER][NEUTRAL] OK, I submitted it. I'm.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] I'm seeing if I open it no it just has a print coupon.
[CUSTOMER][NEUTRAL] Yeah I'm trying to figure out how I could put.
[AGENT][POSITIVE] That is supposed to be well.
[AGENT][NEUTRAL] But the print coupon isn't, I'm, I'm just looking at this uh user guy here, the print coupon isn't.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] The actual invoice like with all the employees and what dollar, you know, what amount that policy is, that's what you're looking for, right? And when you click on the blue link, it gave you the error.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, yeah, yeah, that is, yeah.
[CUSTOMER][NEUTRAL] Well, it did in the beginning and then it let me go in and I submitted it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And it shows submitted that the only thing that it's allowing me to print is the print is the coupon and not the entire in like not the uh detailed.
[AGENT][NEUTRAL] The actual invoice details, right, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] No, that's OK, that's OK.
[AGENT][NEUTRAL] Under, um, well, before I do that, under submitted invoices, do you see click, um, do you see paid invoices?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, let me get just a moment. I'm going back to there. I see the paid one, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And when you,
[CUSTOMER][NEUTRAL] But uh yeah and I see the one I just submitted and then I see paid invoices.
[AGENT][NEUTRAL] So click on that.
[CUSTOMER][NEUTRAL] On the which one? paid or the submitted?
[AGENT][NEUTRAL] The invoice number of the one you paid.
[CUSTOMER][NEUTRAL] Of the pay, OK, let me look at it.
[CUSTOMER][NEGATIVE] There's not a printing option on the page ones.
[AGENT][NEUTRAL] Do you, well, OK, but do you see, is that what you're looking for though?
[CUSTOMER][NEUTRAL] Well, uh, not on the paid ones I'm looking at the one I just submitted.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I want, I wanna know how to print that in detail.
[CUSTOMER][NEUTRAL] Cause all it gave me was the coupon.
[AGENT][NEUTRAL] Right, but when you click on paid invoices,
[AGENT][NEUTRAL] And you clicked on the invoice number. I'm asking because the directions here say that should be where you go to view past invoices. Did you, did you not, did you see the invoices there?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I can see.
[CUSTOMER][NEGATIVE] Well, I do see them there and when I go but there's no way to print them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But did you
[CUSTOMER][NEGATIVE] Like it does not give me a print option.
[AGENT][NEUTRAL] Right, so I'm just trying to see if you can get to the image and then I can know how to print it. So when you see the list of numbers, did you click on the number, the invoice number?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yes, yes, and it takes me to it takes me to another page.
[AGENT][NEUTRAL] And what came up? That's where the coupon was?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That shows me the invoice number the bill amount, the amount due and the bill date, and then on the bottom it shows me like the a list of it shows.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Well, I can choose if it shows 1224, 48, but there's like 8 pages, but there's no layer to just like print it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So when, when it populates there and you have all the pages, can you um right click on the mouse?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then do you have the print?
[CUSTOMER][NEUTRAL] If, but if I print it.
[CUSTOMER][NEGATIVE] But if I print it, isn't it only gonna it's only it's not gonna print it's only printing that page it it's not printing in the whole invoice.
[AGENT][NEGATIVE] So when you right click, it doesn't give you the option to have all pages or select what pages you want to print.
[CUSTOMER][NEUTRAL] OK, OK, well let me try it again.
[AGENT][POSITIVE] You can also save, you can also right click and save it as a PDF and then print it if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me bring that back up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm right clicking.
[CUSTOMER][NEUTRAL] It says print.
[CUSTOMER][NEUTRAL] But it's what it brings up is not is only page one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It doesn't show me the other 8 pages.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then when I go to let's say I try.
[CUSTOMER][NEUTRAL] I'm trying to see um.
[CUSTOMER][NEUTRAL] Add pages to I don't know.
[CUSTOMER][NEUTRAL] Page sauce and that.
[CUSTOMER][NEUTRAL] And even if I say that, let me see if I say that and what it will save, if it saves the whole thing or just.
[AGENT][NEUTRAL] The first pay.
[CUSTOMER][NEGATIVE] Oh, that made an error.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's all it does.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah, I'm not sure yeah.
[AGENT][NEUTRAL] So I'm gonna go ahead and send this over to the um the IT department because since the launch we have had a lot of difficulties. I don't know if I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't know if this is a part of it because we can't get, um, we can't get to what it says. So I'm gonna go ahead and have them reach out to you now, most likely it'll be Monday. Um, would you, would you prefer?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, oh, I'm out of the office Monday. Could, could you not take that, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, you want to call, you want a call or email on Tuesday?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Yeah, that'd be great. Mhm, mhm.
[AGENT][NEUTRAL] OK, um, and which one did you prefer, a call or an email?
[CUSTOMER][NEUTRAL] Um, why don't we email in case I'm in the, I don't, I know I have several meetings so that way I, I know that I can reach out.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will go ahead and note this for you and send it over and I do apologize for that inconvenience. Um, did you want me in the meantime to email you a copy of the invoice?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, that would be awesome, thank you, yeah.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, so I'll go ahead and send it to the [PII] email address.
[CUSTOMER][POSITIVE] That's awesome. Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's all, [PII], thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL [PII]. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too. Mm bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.