AccountId: 011433970860
ContactId: 6c56d83b-3237-47de-8d12-d40fbdb9af4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410609 ms
Total Talk Time (AGENT): 218893 ms
Total Talk Time (CUSTOMER): 150542 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/6c56d83b-3237-47de-8d12-d40fbdb9af4a_20250408T13:20_UTC.wav
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[CUSTOMER][NEUTRAL] uh huh 425.
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is
[CUSTOMER][NEUTRAL] I say hello?
[AGENT][POSITIVE] Hello, yes, thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Hillstone Primary Care Partners. How are you?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] Good good thank you. I need some help um I received our bill uh for our group we're an employer um and unfortunately the the person that used to be um in charge of going online and making payments, she's no longer with us, so I don't have access to the online account to be able to pay the bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I was trying to go under like new user on the website but it's the information that I'm putting I don't know if it's the phone number or the email on record but it says it can't find us because I have everything else.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, um, since I will believe that it's more administrative, um, account, it will require you to um sign in not as a new user, but, well, new user, but it depends on
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, it will be the employer group. Are you selecting that?
[CUSTOMER][NEUTRAL] Right, that's what we are we're the employer.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] All right. And I can definitely go ahead and
[AGENT][NEUTRAL] Let's see really quick.
[AGENT][NEUTRAL] And um let's
[AGENT][NEUTRAL] Kind of um reactivate the account so y'all can have access. Um, what is the group number?
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 21356.
[AGENT][NEUTRAL] 21356. All right. And just to verify um that all the information we have is correct. Um, who was or is the contact number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um, you probably had the person [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's probably who you had.
[AGENT][NEUTRAL] Alright, and the address?
[CUSTOMER][NEUTRAL] And has, uh, I don't, do you want the phone number? The address is 18, the [PII].
[AGENT][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I don't know if you had his cell phone or the office number, but um it could be either hold on let me take [PII] or that's the office number or [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, yes, we have that [PII].
[AGENT][NEUTRAL] [PII]. Um and the email address, I would assume it is his, the one that it is under there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, if he has his, yeah, it was probably [PII].
[AGENT][POSITIVE] Mhm. Yes. All right. Thank you very much for verifying, Miss. May I have your name, please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] Alright thank you very much [PII] alright um since.
[AGENT][NEUTRAL] It will be the contact name and the email address that we are gonna have to change. Unfortunately, I, I won't be able to um do do those changes for you, but I will go ahead and transfer you to the billing department so they can go ahead and assist you further. Um, I will provide um the information for the group and say you are verified so you don't have to repeat yourself, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh thank you so much yes thank you.
[AGENT][POSITIVE] All right, thank you and I hope you have a nice day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hello, good morning, [PII]. This is [PII] in customer service. I have Ms. [PII] with Hailton Primary Care Partners. Um, group number is 21.
[AGENT][NEUTRAL] 356.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and she's calling because the contact person is no longer, uh, working with them and she was, um, trying to get, um, the account information so they can set up their own and pay the bill for this month.
[CUSTOMER][NEUTRAL] OK. All that needs to be done in writing.
[AGENT][NEUTRAL] All right. Mhm. OK, um, and would that go to the care team or would it be to broker resources email?
[CUSTOMER][NEUTRAL] And an email.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, if it's just the group contact, it just needs to go to the care team and and then y'all do the request.
[AGENT][NEUTRAL] OK. All right, I got it.
[AGENT][POSITIVE] OK. Uh, I'll let her know that. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Thank you for being patient and holding, Ms. [PII]. Um, I was advised by um the billing department since the contact is going to change, um, we would need to have it in writing, um, providing the email that you would like us to use, um, the phone number if it needs changing and the full name for the person that will be um making those payments for you. Unfortunately, we can't do it by phone. I apologize for that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So and then where do I send that the the letter in writing?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that will be um that you can email it to us and we can go from there and just place a request and once it is done, we will notify you that it's completed. Um, the email, you can let me know whenever you're ready.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] It will be care team.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. OK, OK, perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right sounds good alright I'll send it.
[AGENT][POSITIVE] All right, thank you very much you have a nice day.
[CUSTOMER][POSITIVE] Thank you for your help alright bye bye.
[AGENT][POSITIVE] You're welcome, bye.
[CUSTOMER][POSITIVE] Thank you bye bye.