AccountId: 011433970860
ContactId: 6755232c-3554-4a50-8621-6e57a384df72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371179 ms
Total Talk Time (AGENT): 134972 ms
Total Talk Time (CUSTOMER): 154734 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6755232c-3554-4a50-8621-6e57a384df72_20250210T19:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You want me to 1 2nd.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Health Bridge Medical. How are you?
[AGENT][NEUTRAL] I'm fine. I'm so sorry that I could barely hear you. Uh, who am I speaking with?
[CUSTOMER][NEUTRAL] Sure. Uh, my name is [PII].
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] Um, [PII], I'm calling because I need some assistance setting up my access, um, for log in online. Um, I received notification.
[CUSTOMER][NEUTRAL] Thea uh via I um phone call earlier that I finally got added to the list of an admin, but when I go to follow the instructions that were provided for me, I, I can't seem to get past, um.
[CUSTOMER][NEGATIVE] It just keeps saying that oops there was a problem that's all it keeps telling me oops there was a problem with the information that we have so I'm not quite sure what's.
[AGENT][NEUTRAL] OK, [PII], so you're the group administrator and you're calling to set up your profile as the administrator for a group in the online service center?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, so yes, I'm trying to get on the online service and I'm trying to access it, but I have no use. I like I'm not aware of any user name that I have or anything like that. There was a group user guide that I received, and I'm trying to follow the instructions, but I've done everything that you, but it keeps saying that oops, I've tried multiple different variations, so I don't, I don't know what what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Well, I can help you. And [PII], um, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the group number?
[CUSTOMER][NEUTRAL] Uh, sure, uh, the group number is.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] 688 5.
[AGENT][NEUTRAL] OK, thank you. So let's see, one moment please, and what I'll need to do is to pull up the group's information, then I will have to verify several pieces of information related to the group for security purposes first.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], so first off, if you could please verify the name of the group and the address.
[CUSTOMER][NEUTRAL] Sure, it's Health Bridge Medical [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And then,
[AGENT][NEUTRAL] What is your last name, [PII]?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] OK. And the phone number, the primary phone number for the group?
[CUSTOMER][NEUTRAL] Yeah, so that might be where we're where there might be some issues, but um, I, I prefer to use the [PII].
[AGENT][NEUTRAL] OK, so that's not what we have on file for the group.
[CUSTOMER][NEUTRAL] Oh, OK, then the only other one that it would be, which I, by the way, I tried to use both of these, either one of these, um, would be um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, say that 11 more time for me, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, that is not the one that's on file either.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, does it start with an [PII]?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It ends in a [PII].
[CUSTOMER][NEUTRAL] I wonder
[CUSTOMER][NEUTRAL] It ends in 70 so like all the other numbers are the same because that's [PII].
[CUSTOMER][NEUTRAL] [PII] is our main number but let me give, let me take a look at something and see if maybe they used.
[AGENT][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No that's that number either.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That ends in the [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't know. I mean, I'm, I'm not and it's so it's not 8, so it's not 813 hold on.
[CUSTOMER][NEUTRAL] So [PII] so it's not so [PII]?
[AGENT][NEUTRAL] No, that one's not it either.
[CUSTOMER][NEUTRAL] I then I have no idea what's 7. I don't, sorry, go ahead.
[AGENT][NEUTRAL] OK. So since you are list, yeah, I don't, I mean, I can, I can't obviously know what this phone number is. I just know that what you've given me this far doesn't match. So, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do, do you already have the email? Right. Do you, do you, do you have the care team email to send in?
[CUSTOMER][NEUTRAL] I mean I've looked at like every possible.
[AGENT][NEUTRAL] Emails to as far as to update the information.
[CUSTOMER][NEUTRAL] Well, if I'm an administrator, what I'm like I don't understand.
[AGENT][NEUTRAL] Right, but, right, we can't update any group information over the phone without receiving a request for security purposes.
[AGENT][NEUTRAL] So the phone number, if the phone number needs to be any of those that you've given me, [PII], we will have to receive that in writing for us to be able to change it. That's gonna be the part of the problem why you're not able to set up the profile.
[AGENT][NEGATIVE] I it's not matching what we have for security.
[AGENT][NEUTRAL] Go ahead and verify your email address too.
[AGENT][POSITIVE] To make sure that's correct.
[CUSTOMER][NEUTRAL] Yeah, it should be [PII].
[AGENT][NEUTRAL] And how do you spell [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, all right.