AccountId: 011433970860
ContactId: 6bd03fb4-ae72-49e1-8081-a00d195aa7d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 646239 ms
Total Talk Time (AGENT): 145880 ms
Total Talk Time (CUSTOMER): 295513 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6bd03fb4-ae72-49e1-8081-a00d195aa7d6_20250624T21:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling [PII]. speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, is this the right option for help with my password?
[AGENT][NEUTRAL] Are you trying to set up on the online service center?
[CUSTOMER][NEGATIVE] So I had a, I have a login and I have a username, but when I'm, but when I go to to like log in it's asking me for my email not my username.
[AGENT][NEUTRAL] Uh, yes, ma'am. Our online service center has been updated, so you have to create a new account.
[CUSTOMER][NEUTRAL] And I don't know what happened.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How do I create a new account? Oh, create your OSC account? I have to go there?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] And I'm assuming you are insured, so you would select insured and then they'll ask for your name.
[CUSTOMER][NEUTRAL] We're a group, OK.
[AGENT][NEUTRAL] Are you calling from a group? Are you call uh select group.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm the group manager.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I'm the group manager, yeah.
[CUSTOMER][NEUTRAL] Uh, OK, so I just fill in all the information that's on here.
[AGENT][NEUTRAL] Uh, yes ma'am. Once you fill in the information, hit next, I think, and then it'll let you know you're almost complete, and from there it'll send a um verification code to your email that you would enter and then you'll be able to set up your password.
[CUSTOMER][NEUTRAL] OK, I'm gonna I have to find my, I have to find my, my group number. OK, hold on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Does it matter? Um, well, I have to put the exact same information you guys had on file. I really don't remember.
[AGENT][NEUTRAL] Yes, ma'am. I.
[CUSTOMER][NEUTRAL] The phone number you we have a lot of phone numbers for the office um.
[AGENT][NEUTRAL] Uh, what's your name and that group number? I'm gonna pull it up.
[CUSTOMER][NEUTRAL] the group number, the group number, it's 21356.
[AGENT][NEUTRAL] 6. OK, thank you, ma'am, and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And Ms. [PII], verify the group name, address, your email, and the phone number. Oh, you say you have several phone numbers.
[CUSTOMER][NEUTRAL] Um, yeah, we do. Um, it's Hellstone Primary Care Partners LLC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is it you ask me? The address?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, we have a couple of a few offices. I don't know which one you guys have on the main one, but, um, the main one is [PII].
[AGENT][NEUTRAL] OK, and your email address, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, and the number I show, it shows uh the first three digit 954.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's our area code, yeah.
[AGENT][NEUTRAL] You said you had several numbers. I was just giving you the area code just to start off.
[CUSTOMER][NEUTRAL] We do, but
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, they're all 954, uh huh.
[AGENT][NEUTRAL] But I think on the online service center I don't believe necessarily you have to enter the phone number just where the asterisks are, which I believe is the group number and the email address.
[CUSTOMER][NEUTRAL] Let me try, yeah.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, I think it only has the asterisk on the group number and email. OK, hold on.
[CUSTOMER][NEUTRAL] Let me see if it lets me 21356. OK now it says complete your account set up.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK, so he's gonna send me a code.
[AGENT][NEUTRAL] Yes, ma'am. And I'll say check your spam or just give it a couple of moments because sometimes it takes a minute to get to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it. Let's see.
[CUSTOMER][NEUTRAL] OK, and now I can put it. I can make a password.
[CUSTOMER][NEUTRAL] Oh that's house.
[CUSTOMER][NEUTRAL] Alright, let's see, I think it's on me because I have to make a payment.
[CUSTOMER][NEUTRAL] Your account has been created, it says.
[AGENT][NEUTRAL] Yes ma'am, and just to let you know each time that you log in it's gonna send a verification code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine to my email to the email on file.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I got it. uh, let's see.
[CUSTOMER][NEUTRAL] not one.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oops, what's going on here? Let me see.
[CUSTOMER][NEUTRAL] You can now continue, OK.
[CUSTOMER][NEUTRAL] OK, now I'm on the dashboard.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, OK, so this is the new.
[CUSTOMER][POSITIVE] Website and I can make um taking a little bit of load but I can make payments and stuff here right and see my invoice and do all that.
[AGENT][NEUTRAL] Yes, ma'am. I will say check your profile. It'll be to the right. It's a little blue button may have letters. Um, check your profile if you're gonna make a payment online, uh, on the site to make sure your banking information is there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] There was an error processing your request. Oh, I can't see my invoice yet.
[CUSTOMER][NEUTRAL] It says something about invoice that I can't see due to schedule maintenance, the ability to download invoices unavailable. OK, let me check my banking info and profile. No, that's OK, uh.
[AGENT][POSITIVE] Oh yes I forgot I'm sorry.
[CUSTOMER][NEUTRAL] So I see, oh yeah, I see, I see the account number, yeah, the, the banking information is there.
[AGENT][POSITIVE] OK good.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Alright, so I guess for the invoice because I, I, it won't let me add it to pay, do I just um try again later? I I have until the end of the month to pay, but I just try later?
[AGENT][NEUTRAL] You can or if you like I can email you the invoice and you can submit a payment in the mail.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh that would be great. I have the invoice, the invoice numbers here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's uh 6639-1767.
[CUSTOMER][NEUTRAL] I think that's the one I gotta pay. Let's do.
[CUSTOMER][NEUTRAL] As of now.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Uh, that's for June.
[CUSTOMER][NEUTRAL] Yes, the June.
[AGENT][NEUTRAL] Is it allowing you to make a payment or no?
[CUSTOMER][NEUTRAL] No, because usually, so usually I go to invoicing and and then I select the invoice and I submit them and then I can do a payment.
[CUSTOMER][NEGATIVE] But this time it's not letting me get to that. I see my bank information is saved, but as soon as I click on the invoice, it gives me an error.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me see action required. Oh wait, wait, wait, I did something. OK, hold on. It's now it open and all it says action required after reviewing. Please submit the invoice to complete the process. OK, hold on.
[AGENT][NEUTRAL] Oh, OK, it could be still working.
[CUSTOMER][NEUTRAL] I may be able to, OK.
[CUSTOMER][NEUTRAL] Yeah, but I, I think it's gonna let me select payment day. Let's see, I clicked on the 61 invoice and then it's telling me select a payment date if I wanna do ACH.
[CUSTOMER][NEUTRAL] OK, make sure that's the account.
[CUSTOMER][NEUTRAL] Uh, payment day, yeah.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Invoice submitted. OK, now let me go back, how do I.
[CUSTOMER][NEUTRAL] I think I submit a payment.
[CUSTOMER][NEUTRAL] Uh, yeah, it says schedule pay date [PII], which is today.
[CUSTOMER][NEUTRAL] So I think I got it. Uh, OK.
[CUSTOMER][POSITIVE] Yeah, I think we got it.
[CUSTOMER][NEUTRAL] I don't see the the actual invoice, but I, but I was able to to pay it, but I don't see the breakdown, you know what I mean? Like the employees that are listed.
[CUSTOMER][NEUTRAL] But um but at least I was able to submit payment, you're able to send me that invoice?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?