AccountId: 011433970860
ContactId: 74edba0b-68f2-43b1-b167-9867951fbed4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 621969 ms
Total Talk Time (AGENT): 181272 ms
Total Talk Time (CUSTOMER): 283551 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/74edba0b-68f2-43b1-b167-9867951fbed4_20250603T18:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Personal Pediatrics, and I was wondering if you could help me with our account. I have two issues.
[AGENT][NEUTRAL] OK, um, do you have your group number?
[CUSTOMER][NEUTRAL] Yeah, 18766.
[AGENT][NEUTRAL] OK, are you trying to log into the new portal?
[CUSTOMER][NEGATIVE] I did. I, I got in. Um, I went to go, well, let me go first with, I went to go pay this recent one that's the bill date was [PII], and after I did it, it came up saying error. I did it again, it said error and then it said to call.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK, um, let me see. I know I've been having some issues. We're working really hard to get these worked out fast. Um, let me see what we got going on.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me see. OK, so this is for the May invoice, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify the address of the group and your number?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, check one area first.
[AGENT][NEUTRAL] OK, looks like the last process date. OK, I got that paid.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, I'll have to send over a request to have this looked at. OK, what error does it give you?
[CUSTOMER][NEUTRAL] Uh, hold on, I don't know. I'd have to do it again, let's say.
[CUSTOMER][NEUTRAL] Submit invoice to do the ACH today.
[CUSTOMER][NEUTRAL] And it says
[CUSTOMER][NEUTRAL] ACH payment date. The, the amount, the payment date is [PII], the account number, the routing number, well, you know, Xed out except for the last four, and I go to hit submit and then.
[CUSTOMER][NEUTRAL] Hold on it's submitting.
[CUSTOMER][NEUTRAL] Watch now it goes through, but no, I don't know yet. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Error. There was an error processing your request. If this ever persists, please contact customer service and option 4, which is what I did.
[AGENT][NEUTRAL] Can you check, um,
[AGENT][NEUTRAL] Does it have a place to look for submitted invoices?
[AGENT][NEUTRAL] On your screen.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, let's see, so now when I go back because I know I spoke with somebody before she saw it and then it changed as well. Hold on.
[CUSTOMER][NEUTRAL] So now it shows that the invoice was submitted.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But in about 2 minutes, it's gonna go back to it being not submitted. That's what happened before.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it, we're having an issue.
[CUSTOMER][NEUTRAL] Like right now I guess if you look you'll see it's submitted.
[AGENT][NEUTRAL] Yes, so we're we're having an issue where it's showing that on your end that it's not submitted, but it actually is.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, great. So I paid 3 times.
[AGENT][NEUTRAL] No, it should, it should only go through once, but let me, let me make sure, um, I'm gonna put in a request for this anyway.
[CUSTOMER][NEGATIVE] I hope not.
[CUSTOMER][NEUTRAL] But then
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Then the submitted goes back to
[CUSTOMER][NEUTRAL] You know, back to the regular invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the best way to contact you? Is it, would you prefer email or uh telephone?
[CUSTOMER][NEUTRAL] Um, it doesn't matter. I could give you my direct phone number though. That one I gave you was the main one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's your address?
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] [PII] but you could also email the PCP billing and I'll get that as well.
[AGENT][NEUTRAL] I'll put those options on there, OK, um, and then what browser are you using? using like Chrome or Edge or?
[CUSTOMER][NEUTRAL] I am using Microsoft.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, this Chrome. I don't know which one it is.
[AGENT][NEUTRAL] OK, Microsoft is edge, OK.
[AGENT][NEUTRAL] OK and then did you say you had another issue?
[CUSTOMER][NEUTRAL] Yeah, I think so.
[CUSTOMER][NEGATIVE] I did so now my other issue is the invoice 63899974.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, one of our employees is on there 4 times.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, 55 times.
[AGENT][NEUTRAL] And that's
[CUSTOMER][NEUTRAL] So I kind of know why and I think this gets confusing, it's part wrong.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I just kind of went through all the other invoices but it's hard to see them. I don't know why but.
[CUSTOMER][NEUTRAL] Um january.
[CUSTOMER][NEUTRAL] In January, can you hold on one second?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so in January they took her off the policy.
[CUSTOMER][NEUTRAL] But she actually, she was still on it. She was supposed to be on, she's supposed to be on it with no, no lapse in coverage, right?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] January she was on.
[CUSTOMER][NEUTRAL] They took her off the [PII], they put her back on the [PII], they took her off the [PII] and they took her off the [PII] and they put her on the [PII].
[CUSTOMER][NEUTRAL] At least that's what I see if you go through them all, so that should only be February, April and May should be [PII] plus June should be [PII].
[CUSTOMER][NEUTRAL] And I see her 5 times.
[CUSTOMER][NEUTRAL] Unless I'm doing it wrong, but I went through every single one, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And same thing for that, uh, the contact number, your telephone or your email would be good to.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, same thing. Mhm.
[AGENT][NEUTRAL] OK, [PII], let me get a request put in for these issues and um work on getting those resolutions and then we will contact you back when we got it resolved.
[CUSTOMER][POSITIVE] Perfect. Yeah. So for her, she's not supposed to have a lapse in coverage, which
[AGENT][NEGATIVE] Elaps at all. OK.
[CUSTOMER][POSITIVE] Like I said, right, which I think that they did, which they, you know, made us pay for it all in this month coming up, but I think they added an extra one in.
[AGENT][NEUTRAL] OK, makes sense. OK.
[CUSTOMER][NEUTRAL] That's what I'm seeing.
[AGENT][NEUTRAL] OK, OK, I will, uh, I'll put that in and I'm like.
[CUSTOMER][NEUTRAL] Cause I saw the December, I saw, I mean, I saw the January, the February, the March and I went through them all and I wrote them down, so I think that's the problem. So I think it's just one over.
[AGENT][NEUTRAL] OK, one over. OK.
[CUSTOMER][NEUTRAL] My next.
[AGENT][POSITIVE] OK. All right. We will get looking into that and get that resolved and then call you when we've got it resolved.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh, can I ask you one more question?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] I do have another question. Could two different people have a log on to this, or, or do I have to share the log on with the other administrator?
[AGENT][NEUTRAL] No, 2 people can, um, they, yes, that's you can have as many users as you want, um, we just need.
[AGENT][NEUTRAL] Let me see. So is there an, we've got 2 users for your group. Is there a third one that you're looking to add?
[CUSTOMER][NEUTRAL] Um, who do you have, [PII] and me?
[AGENT][POSITIVE] Yes, yes, that's correct.
[CUSTOMER][NEUTRAL] And you said 3.
[AGENT][NEUTRAL] No, are you looking to add a 3rd?
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Or just you you too.
[CUSTOMER][NEUTRAL] Uh, maybe, yeah.
[CUSTOMER][NEUTRAL] Well, or just her, I guess I just just, yeah, she doesn't use it that much. I'm trying to figure it out just.
[AGENT][NEUTRAL] Yeah, we've
[AGENT][POSITIVE] Yeah, we've got she'd be fine to set up the account, totally fine, yep.
[CUSTOMER][NEUTRAL] OK, so because my question is, so I'm using the PCP billing email if she doesn't have access to that email and she has a different one because you always send a code before you, you know, make you log in.
[AGENT][NEUTRAL] So add her under.
[CUSTOMER][NEUTRAL] Can she use her own email?
[AGENT][NEUTRAL] She can. What you'll need to do is add her under manage users and add her to the user under that.
[AGENT][NEUTRAL] So there should be an area to manage the users of your group.
[AGENT][NEUTRAL] Um, and you should be able to.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Add her there and then she'll have access.
[CUSTOMER][NEUTRAL] And she could add her own email.
[AGENT][POSITIVE] Right, correct.
[CUSTOMER][NEUTRAL] OK, so I go to add a new user, type in the name, even if it's whoever else I wanna do it, right?
[AGENT][NEUTRAL] That's correct, whoever you choose, since because you're the administrator, so.
[CUSTOMER][NEUTRAL] OK. And then put
[CUSTOMER][POSITIVE] OK, and then put her email. Got it. OK. And then add the user and then she'll be able to go on because some reason we are always, uh, passwords are getting confused here and it's driving me crazy. Alright, perfect. Thank you so much for all your help.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you for calling APL. We'll work on that and get back with you as soon as possible.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you, bye bye.