AccountId: 011433970860
ContactId: 81802c4d-ef60-4f20-9c7d-cc29a96a2a98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312420 ms
Total Talk Time (AGENT): 147603 ms
Total Talk Time (CUSTOMER): 80075 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/81802c4d-ef60-4f20-9c7d-cc29a96a2a98_20250612T18:17_UTC.wav
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[AGENT][NEUTRAL] I'm you. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] I'm actually I guess looking to register uh on the provider portal and it's giving me a problem when I enter my tax ID number.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, you're on, you're on our website right now. Is that am I saying that correctly?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's not letting you put in your tax number. Is that correct, sir?
[CUSTOMER][NEUTRAL] Yeah, I put it in without the uh hyphen.
[CUSTOMER][NEGATIVE] It doesn't like it and when I put it in with the hyphen after the first two digits it doesn't like it either.
[AGENT][NEUTRAL] And are you with um
[AGENT][NEUTRAL] Are you, uh, is this just for your own personal, um, you, uh, uh.
[AGENT][NEUTRAL] In insurance policy are you with?
[CUSTOMER][NEUTRAL] No, uh, as a provider, the provider.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me just check here.
[AGENT][NEUTRAL] And I'm sorry, sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] But.
[AGENT][NEUTRAL] [PII] calling looking that up like I'm having a little trouble with my phone, so if, uh, you don't mind giving me a callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So right now you're trying to put your name you're you're trying to submit a claim to us and it is not letting you put in your tax ID.
[AGENT][NEUTRAL] What is coming
[CUSTOMER][NEUTRAL] I'm actually trying to add EOB.
[CUSTOMER][NEUTRAL] From the portal I'm trying to register on the portal.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Actually registration.
[CUSTOMER][NEUTRAL] Should have 4 I think.
[AGENT][NEUTRAL] All right. If you don't mind backing out again to that, sir.
[AGENT][NEUTRAL] I'm backing out and I'm gonna try it again.
[AGENT][NEUTRAL] Yeah let's see what we can do. So we'll go in uh you're on our website and it says.
[AGENT][NEUTRAL] And we're going to do it as a name.
[AGENT][NEUTRAL] Uh, record because we had uh you where it says create your own account, um, we changed our uh records, uh, and, uh, you, you just have to start all over again and then you'll put, uh, the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I chose ther
[AGENT][NEUTRAL] And it still
[CUSTOMER][NEUTRAL] I can't.
[CUSTOMER][NEUTRAL] Yes, when it asks for the tax ID, that's the next step that people provided it. It asks for the tax ID.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] And and to fit it in.
[CUSTOMER][NEUTRAL] Yep, I answered that
[AGENT][NEGATIVE] And it's still not letting you do it.
[CUSTOMER][NEGATIVE] I mean, there's an error.
[AGENT][NEUTRAL] And what does the error say?
[CUSTOMER][NEUTRAL] No user was found user was found. Well, there isn't a user. I'm trying to create a new.
[CUSTOMER][NEUTRAL] Um, account.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yes, I do understand that.
[CUSTOMER][NEUTRAL] So that makes sense, but it's not like I'm going.
[CUSTOMER][NEUTRAL] It said I click on that link that says to create your OSC account.
[AGENT][NEUTRAL] And it's still not letting me. OK, is it possible for whenever we have something like this, we're going to actually have to research it ourselves, um, and is it possible, uh, [PII], for you to make a screenshot of that and send it to, uh, it's our care team that is, uh, that is going to be, you know, researching this.
[AGENT][NEUTRAL] Um, we are trying to work out some of the bugs as I mentioned before, uh, we just, um, uh, just create it or just, uh, revamp the site, and we are running into these, uh, problems, and we're we're trying to make it as smooth as possible, but every once in a while we'll have this where we would ask you to submit a, uh, a screenshot to us and let us know that you're having these issues so that we can resolve them first. So would it be possible for you to give us a screenshot and send it to.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Our care team at [PII].
[CUSTOMER][NEUTRAL] Yeah, me, I don't know.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Now, in the meantime, if
[CUSTOMER][POSITIVE] Shoot me now. Thanks a lot.
[AGENT][NEUTRAL] If you would like me to look up the, the uh EOB myself, I'd be glad to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, that'd be great. I, I have 3 of them, but anyway, um.
[AGENT][NEUTRAL] What is the policy?
[CUSTOMER][NEUTRAL] I can give you the check number.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Do you have a policy number for me?
[CUSTOMER][NEUTRAL] I only have the check numbers. I have checks with no EOB I'm looking to access.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, I do understand. OK, then I wouldn't be able to help you, [PII]. I am sorry, but if you don't mind sending that, uh, screenshot and then we'll see what we can do by getting it resolved.
[CUSTOMER][POSITIVE] OK dokey thanks a lot bye bye.