AccountId: 011433970860
ContactId: 7ef502f1-5ce2-4f33-b249-eb55bec5fd81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393500 ms
Total Talk Time (AGENT): 165551 ms
Total Talk Time (CUSTOMER): 152269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/7ef502f1-5ce2-4f33-b249-eb55bec5fd81_20250605T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Um, yes, I am trying to make a payment online and every time I log in it switches me and it just sits there and turns, so I'm trying to make a group payment for um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We're the provider we're the.
[CUSTOMER][NEUTRAL] Um, oh my gosh, can't think employee, employer, I guess I should say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] Sorry, I'm all confused, um, the company name that it's under or my name?
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] My name my name is [PII].
[AGENT][NEUTRAL] Alright, and do you know your and is the the number that you're calling from the [PII] a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It is and you want the group number?
[AGENT][NEUTRAL] All right, yes, please.
[CUSTOMER][NEUTRAL] 26,090
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] And that's for Ogeechee Area Hospice.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] All right, and could you please just verify the address that we should have on file?
[CUSTOMER][NEUTRAL] Um, the physical address, let's see if that's where you're sending it, yeah, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Oh yeah, it's actually on the bill you have [PII] that's incorrect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] is our post office box.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So I see, let's see if you are already set up in the new system, have you already gone through the process to um create a new account um in our new online service center?
[CUSTOMER][NEUTRAL] I, um, think, uh, um, I did yes yesterday day before yesterday I went on and created a.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OSC account or something it says here.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] And I did it under provider.
[CUSTOMER][NEUTRAL] Not provider under our group I think is what I did it under.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and uh when you are you on the login screen right now?
[CUSTOMER][NEUTRAL] No, but I can be one second, I'll go back.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah I am.
[AGENT][NEUTRAL] All right, and
[CUSTOMER][NEUTRAL] So when I go to log in, go ahead.
[AGENT][NEUTRAL] Oh, I was just gonna say, um, can you try to log in and, uh, with the email address we have on file, which I believe is your email we have [PII].
[CUSTOMER][NEUTRAL] Correct, mhm, so I log in, I try to and then it tells me to send verification code.
[CUSTOMER][NEGATIVE] So this is where it always oops this is where it always messes up when I.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so it's send verification code. Let me get that and after I put the code in.
[CUSTOMER][NEGATIVE] It switches to back to the login information but it's turning it's like it's trying to log in but it won't let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 91
[CUSTOMER][NEUTRAL] Make sure that's the right log them right.
[CUSTOMER][NEUTRAL] The 1 more 3.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK, so see it's already switched over and went to.
[CUSTOMER][NEGATIVE] It says welcome to our online service and then it's just turning it says log in again and it just turns like it's I mean if I click on log in again it won't do anything.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It just turns
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It sounds like.
[AGENT][NEUTRAL] I don't have any other groups that have are having this issue so it may be something with your account um if you could, could you please email um our care team, uh, do you know how to take a screenshot of that screen that you're seeing?
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[AGENT][NEUTRAL] Yeah, can you take a screenshot and send it to our care team and they will open um an IT ticket for you and our IT department will follow up with you to get that resolved because it has to be probably something going on with your account specifically because this isn't something that had happened with um any of the other groups uh when they try to log in where it's just been and won't do anything so we wanna try to get that resolved for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, now what do I do about paying this bill?
[AGENT][NEUTRAL] Um, if you are.
[CUSTOMER][NEUTRAL] That's what I'm trying to do is pay this invoice.
[AGENT][NEUTRAL] Yeah, if you're wanting to pay it um like if you're wanting to pay it today.
[CUSTOMER][NEUTRAL] Uh, actually it's not due to the [PII].
[CUSTOMER][NEUTRAL] Yeah, I just saw it's not due until the [PII].
[AGENT][NEUTRAL] Yeah, if you want
[AGENT][NEUTRAL] Yeah, it's, it's not due till the [PII] and then um it's even if you were to pay after that, your group wouldn't be in danger of lapsing or anything like that, but we can always take a payment over the phone with a credit card or a debit card or you can send in a check, um, if you want to do either of those, um, but I think it should, your issue should be resolved before, well before the [PII], um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you send in that email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh we'll do that then I'll I'll send it in now.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK do you have the care team email address or did you need me to give it to you?
[CUSTOMER][NEUTRAL] No, I have it it's up here on the screen.
[AGENT][NEUTRAL] OK, all right, good, yeah, um, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] Alright, well, um, let us know if you have any, um, other issues that, uh, you need assistance with, and, uh, they should get back to you within well before, um, the [PII] to get that resolved, all right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] You're welcome. You have a great day.
[CUSTOMER][NEUTRAL] Uh huh you too.