AccountId: 011433970860
ContactId: 728bc424-7e0f-4d4f-aee6-b3a27f1a256e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444559 ms
Total Talk Time (AGENT): 170057 ms
Total Talk Time (CUSTOMER): 163349 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/728bc424-7e0f-4d4f-aee6-b3a27f1a256e_20250605T18:58_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] Yes, hello. I'm trying to create a login for my OSC.
[CUSTOMER][NEGATIVE] User account and I got an error.
[AGENT][NEUTRAL] Saying no user found.
[CUSTOMER][NEUTRAL] And it didn't let me.
[CUSTOMER][NEGATIVE] Well, it didn't tell me anything, it just says please contact customer service, error occurred.
[AGENT][NEUTRAL] OK, and are you calling as the insured or you're with a group or provider?
[CUSTOMER][NEUTRAL] I'm the group. I'm the administrator, one of the administrators.
[AGENT][NEUTRAL] OK, and may I have your name and group number?
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] 165.
[CUSTOMER][NEUTRAL] 165,350
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Um, that's too long for a group number. Um.
[CUSTOMER][NEUTRAL] Um, let me see, hold on, let me get her invoice. Hold on. Oh, it's near Horizon Health Center.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] New Horizon Health Center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Brown Brownsville Community Health Center. I'm trying to find the invoice. I'm sorry.
[CUSTOMER][NEUTRAL] Hi how are you?
[AGENT][NEUTRAL] Yeah, I'm not showing anything with the Brownville either.
[AGENT][NEUTRAL] Um, but we are having some issues with the online service center, um, since the new launch on Friday, so that may be what's giving you the error. Um, were you trying to use your username and password when logging in or the email?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I was trying to set up the account, so I haven't even done anything like that yet.
[AGENT][NEUTRAL] OK, so you've never had an account. OK, so this is your first time setting up a group account?
[CUSTOMER][NEUTRAL] No, I mean, I, I've had an, I've had an account. We have an account. It's just like trying, we're having to set up the new username.
[CUSTOMER][NEUTRAL] On the new system,
[AGENT][NEUTRAL] Right, so that's why I'm asking you that.
[CUSTOMER][NEUTRAL] And I'm trying to set up.
[AGENT][NEUTRAL] So when you were logging in, did you enter a username and password or did you enter an email? Or are you under the actual create a group profile?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I am, I received an email that says welcome to APL's online service account. Brownsville Community Health Center has added you as the authorized user. Please follow the instructions below. The username for your OSC account under Brownsville Community Health Center is your email address. So I entered my email address, requested the code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got the code.
[AGENT][NEUTRAL] What email address are you entering?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so for, well, let me do this first. Let me go ahead and verify and then we can um I can tell you what I see. Um, can you verify because I found the group, um, can you verify the mailing address and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the mailing address is [PII].
[AGENT][POSITIVE] Thank you and the phone number, um just in case we're disconnected?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. That's my direct line.
[AGENT][NEUTRAL] OK, and thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the email address that's listed for Brownsville Community Health is [PII].
[CUSTOMER][NEUTRAL] Yes, so she sent she set me up to be a user on the account.
[AGENT][NEUTRAL] Right, but
[CUSTOMER][NEUTRAL] And that's what I'm trying to do.
[CUSTOMER][NEUTRAL] I'm not her.
[AGENT][NEUTRAL] You're OK, wait a minute, so.
[CUSTOMER][NEUTRAL] That's not my email address.
[AGENT][NEUTRAL] OK, so that's new information. So you're not the group admin, you're trying to set up an account as a user. OK, so hold on one second.
[CUSTOMER][NEUTRAL] I'm a user.
[CUSTOMER][NEUTRAL] Yes, that's what I'm saying.
[AGENT][NEUTRAL] And you're entering your email and it's not letting you. OK. Um, my apologies, I you, you said you were with the group. I was thinking a group admin. Um, so this is what I'll do. What type of browser are you on?
[CUSTOMER][NEUTRAL] I'm on
[CUSTOMER][NEUTRAL] I am on
[CUSTOMER][NEUTRAL] I'm telling me I can verify you hold on ver code.
[CUSTOMER][NEUTRAL] OK, it says it can't verify my my email address now.
[AGENT][NEUTRAL] OK, so the like, so we are experiencing the issue, so if it's giving you these errors, I just wanted to
[AGENT][NEUTRAL] To see if you were trying to use the email and create a profile or if you were using the username or password. So these errors they are aware of, um, and we do apologize for the inconvenience. I will go ahead and send this over to IT that you've tried to create the new account with your email and it's still giving you errors. There's not anything that you're doing.
[CUSTOMER][POSITIVE] OK. OK. Thank you.
[AGENT][NEUTRAL] You're welcome. May I have your email address?
[AGENT][NEUTRAL] Um, just so that I can put it in the form.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] So I'll go ahead and send this over now and was there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[AGENT][NEUTRAL] Bye bye.