AccountId: 011433970860
ContactId: 835bf7ef-fb5f-4fa7-8831-9aa049ec7f1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1628800 ms
Total Talk Time (AGENT): 633990 ms
Total Talk Time (CUSTOMER): 718886 ms
Interruptions: 43
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/835bf7ef-fb5f-4fa7-8831-9aa049ec7f1b_20250624T19:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. My name is [PII]. I'm calling from provider's office, checking on a claim status. Can you help me with that?
[AGENT][NEUTRAL] OK, and what was your first name?
[CUSTOMER][NEUTRAL] It's [PII]. It's spelled like [PII].
[AGENT][NEUTRAL] OK, [PII], and you're needing to check claim status, is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is um your callback number?
[CUSTOMER][NEUTRAL] Uh, your callback number. Yeah, that is [PII].
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you and what is and first off, how many claims do you have to check status on today?
[CUSTOMER][NEUTRAL] Just one claim.
[AGENT][NEUTRAL] OK, and what is that member's policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the member ID starts with 02389382.
[CUSTOMER][NEUTRAL] And the patient name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last name would spelled like.
[CUSTOMER][NEUTRAL] I, is that [PII]?
[AGENT][NEUTRAL] OK, one moment, [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII]. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the information that I do provide will be a verification of benefits and not a guarantee of payments. So again, the patient's name please and date of birth.
[CUSTOMER][NEUTRAL] Yup, the patient's first name is [PII] and the last name is spelled like, is it [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and total bill amount for her place?
[CUSTOMER][NEUTRAL] the mail on our place. Yeah, that's on.
[CUSTOMER][NEUTRAL] March I'm sorry, that's [PII].
[CUSTOMER][NEUTRAL] And the total bill amount is 6 I'm sorry, $616 even.
[AGENT][NEUTRAL] So again that data service is 333-2025 for $616 is that correct?
[CUSTOMER][NEUTRAL] That's 616.
[CUSTOMER][NEUTRAL] 33 2025.
[CUSTOMER][POSITIVE] That, that's right.
[AGENT][POSITIVE] OK, one moment. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and since so this claim was received on 3-31-2025.
[AGENT][NEUTRAL] It was processed and denied on 41-2025.
[CUSTOMER][NEUTRAL] I don't 2025. Mhm.
[AGENT][NEUTRAL] The claim number is 3583325.
[CUSTOMER][NEUTRAL] Claim number is 35.
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] And one of the denial reasons states office visits are not covered by the above numbered policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One of the denial regions and office visits are not covered. I can give that number to call.
[AGENT][NEGATIVE] And the other code is denied stating uh-huh.
[CUSTOMER][NEUTRAL] Uh, wait one second. Another is maybe.
[CUSTOMER][NEUTRAL] So, office, office visit, it's not covered under the patient plan, is that right?
[AGENT][POSITIVE] Correct.
[AGENT][NEGATIVE] And the other code was denied.
[AGENT][NEUTRAL] Also, and it states, please provide copies of your explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Provide cops.
[CUSTOMER][NEUTRAL] Of your explanation of benefits.
[CUSTOMER][NEUTRAL] The primary insurance carrier.
[AGENT][NEUTRAL] So on code 51798, we need the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] So code 51798 to be the primary insurance company's explanation of benefits.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And the 99204, it's been denied as office visit, it's not covered under the patient plan, right?
[AGENT][NEUTRAL] As I
[AGENT][NEUTRAL] Yes, sir, that is correct. And if you need a copy of that explanation of benefits, and so now that you have the claim number, you should be able to print that directly from our portal by going to secured. [PII].
[CUSTOMER][POSITIVE] That is correct
[CUSTOMER][NEUTRAL] The copy that explanation of benefits.
[CUSTOMER][NEUTRAL] He said now that you have the claim number you should be able to print that directly from our portal by going to the [PII]. Yeah. Yeah, actually, I just tried to check on that and it's stating me to log in and inside, but uh I couldn't able to get log in or create a portal for me. So whatever the tax ID which I'm putting, mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I want
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is the tax ID? Go ahead and verify the tax ID that we received on this claim.
[CUSTOMER][NEUTRAL] Yeah, please go ahead.
[CUSTOMER][NEUTRAL] Yeah, give me one second. So, I'm just trying to create it as a provider.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the tax ID is.
[CUSTOMER][NEUTRAL] [PII], which I'm just putting here.
[AGENT][NEUTRAL] Mhm. Yes, sir.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And it says that error, no user was found with this information that was entered. Please try it again. This was popping up for me.
[AGENT][NEUTRAL] OK, let me see if I can set it up. Let me just see if I can get that forward to see what it's, it gives me the same error.
[CUSTOMER][NEUTRAL] See if I can set it up. Sure.
[CUSTOMER][NEUTRAL] At the
[CUSTOMER][NEUTRAL] Just there. Sure, yeah.
[AGENT][NEUTRAL] OK, so I'm not getting that error message. What browser are you using?
[CUSTOMER][NEGATIVE] That error.
[CUSTOMER][NEUTRAL] browser.
[CUSTOMER][NEUTRAL] Uh, Google Chrome.
[AGENT][NEUTRAL] OK, so go back to the very, so you may need to clear your cache or your browser history because I'm not getting that message.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Because I'm not getting that message.
[AGENT][NEUTRAL] So once you clear.
[CUSTOMER][NEUTRAL] Uh, give me one second, let me try another website.
[AGENT][NEUTRAL] Yeah, once you clear your browser history because Chrome is a preferred browser, go back to that very first screen where it says welcome to the online service center.
[CUSTOMER][NEUTRAL] Yeah, once you put the browser.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Simplify browser you can go back to that very 1st 3 for the problem to the online service center.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And you would click on OK, yeah, we're just gonna kinda walk through it together to see.
[CUSTOMER][NEUTRAL] Yeah, give me one second, let me go on there. Mhm.
[CUSTOMER][NEUTRAL] But it's gonna walk through it. Yeah, yeah.
[CUSTOMER][NEUTRAL] So it says it will come to the online service center. So, I just need to create your OSC account, right?
[AGENT][NEUTRAL] Mhm. So so select create OSC account, uh-huh, and then you're gonna select provider.
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And next,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when you enter the tax ID number, don't put any dashes or anything in there with it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Bear with us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And click next.
[CUSTOMER][NEUTRAL] So I'm just typing it as this so.
[AGENT][NEUTRAL] 57, yes, just what you said. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And it's still popping up like that and it says, please write again if there's error. Could I please contact customer service.
[AGENT][NEUTRAL] OK, so it has, so there has to be something internally within your system that's preventing it because I'm not getting that. It's asking me to complete your account set up.
[CUSTOMER][NEUTRAL] OK, so it has.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Has to be something internally within your system that's preventing it because I'm not getting that it's asking me to complete your account.
[AGENT][NEGATIVE] But I'm not gonna go that far. I'm not, no, sir, I can't. No, sir, I can't set up your.
[CUSTOMER][NEUTRAL] So, uh, if it is possible, can you set up for me an account. Mhm. Yes.
[AGENT][NEUTRAL] The provider's account.
[CUSTOMER][NEUTRAL] That that that I'm here.
[CUSTOMER][NEUTRAL] The provider's account.
[AGENT][NEUTRAL] So when you click.
[AGENT][NEUTRAL] When you click provider and then next and you enter just 570935917 next.
[CUSTOMER][NEUTRAL] So when you click. Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 591.
[CUSTOMER][NEGATIVE] And it's still showing as an error.
[CUSTOMER][NEGATIVE] Not sure why it's happening.
[CUSTOMER][NEUTRAL] You're gonna try it with the other Google.
[AGENT][NEGATIVE] Yes, sir, because I'm not getting that.
[CUSTOMER][NEUTRAL] With uh age.
[CUSTOMER][NEUTRAL] I'm not sure why it's happening.
[CUSTOMER][NEUTRAL] So by any chance, can you fax me the copy of an ERP?
[AGENT][NEUTRAL] Yes sir and you may want to reach out to your technical support team to see because again it's not.
[AGENT][NEUTRAL] It's, it's letting me move on through, so it sounds like there may be something potentially on your end that's preventing me from doing that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Letting me move on so it sounds like there may be something potentially on your end that's preventing me from doing that.
[AGENT][NEUTRAL] So give me just a moment to pull that explanation of benefits up. [PII] and I'll send that to you, but it's gonna take just a second to get that pulled up, OK?
[CUSTOMER][POSITIVE] Got you, yeah, I'll write it. Pull that explanation of benefits up [PII] and I'll send that to you, but it's gonna take just a second to get that pulled up, OK? Sure, yeah, take your time.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And before that, I just have one quick question for you. Uh,
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Oh, can I just get the patient plan name and the type? Yeah.
[AGENT][NEUTRAL] This is a supplemental meddling policy.
[CUSTOMER][NEUTRAL] A supplemental mele policy.
[AGENT][NEUTRAL] This is not major medical insurance.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Major medical insurance. Mhm.
[CUSTOMER][POSITIVE] All right. Yeah. Thank you so much.
[AGENT][NEUTRAL] And will it need to be the, the, excuse me, do I need to send this fax to your attention?
[CUSTOMER][NEUTRAL] And will it need to be do I need to send this back to your attention.
[AGENT][NEUTRAL] Does your name need to be on it? OK.
[AGENT][NEUTRAL] OK, and handsome, what is, um, uh, hold on one second.
[CUSTOMER][NEUTRAL] I um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] And what is your fax number please [PII]?
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] What is your fax number please? Yeah, that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 2174.
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back to make sure I heard you correctly. [PII].
[CUSTOMER][NEUTRAL] Repeat that back. I'm sure I heard you correctly. [PII]. That's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], um, let me just ask you a couple of other questions about the online portal since I'm able to get as far as I could without getting that error message.
[CUSTOMER][NEUTRAL] Um, let me just ask you a couple of other questions about the online portal because I'm able to get as far as I could without getting an error message.
[AGENT][NEUTRAL] I want to look at just a couple of additional things.
[CUSTOMER][NEUTRAL] Want to look at a couple of additional things. Sure. And before that, uh, so you, so that the other code need a primary explanation of benefit. So, uh, the mailing address to send that, it's [PII]. Is that right?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct. Mhm.
[AGENT][NEUTRAL] And it may also be faxed to our claims department.
[CUSTOMER][NEUTRAL] And uh is there any time refilling limit for that?
[CUSTOMER][NEUTRAL] Our claims department.
[AGENT][NEUTRAL] No, there is not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And can you help me with the fax number?
[AGENT][NEUTRAL] Yes, our claims fax number is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Fax number is
[CUSTOMER][NEUTRAL] 365 [PII].
[CUSTOMER][NEUTRAL] 23
[AGENT][NEUTRAL] And put to attention claims department.
[CUSTOMER][NEUTRAL] And can I get the uh electronic payer ID as well? Mhm.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, let's see just a moment.
[CUSTOMER][NEUTRAL] All right. That's all I needed. So, mhm.
[AGENT][NEUTRAL] OK, I just wanna look at one more thing on that tax ID number because I'm just, I'm not understanding.
[CUSTOMER][NEUTRAL] look at one more.
[CUSTOMER][NEGATIVE] because I'm just I'm not understanding.
[AGENT][NEGATIVE] Why I'm not getting that message and you are.
[CUSTOMER][NEGATIVE] Why I'm not getting that message anymore.
[CUSTOMER][NEUTRAL] Sure, yeah.
[CUSTOMER][NEUTRAL] So what should I do now with this portal?
[AGENT][NEUTRAL] OK, so just wait, just some, yes, OK, wait just a.
[CUSTOMER][NEUTRAL] So, uh, I was trying to.
[AGENT][NEUTRAL] Mhm. No, go ahead.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What were you gonna ask me?
[CUSTOMER][POSITIVE] Yeah, I'm so sorry, go ahead.
[CUSTOMER][NEUTRAL] No, no, no, no. I'm just sorry.
[AGENT][NEUTRAL] OK, so you did not hit a backer.
[AGENT][NEUTRAL] You did not try to back out of it or anything, did you?
[CUSTOMER][NEUTRAL] Go to back out of it or anything that you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] So, I'm just trying for to log in in this website since a long time. Actually, I, I, I had to log in with this website already, but suddenly, you guys have, mhm.
[AGENT][NEUTRAL] Hey there, well, there has.
[AGENT][NEUTRAL] There is a new portal, right, but it's been updated, so you're having to set up a new profile.
[CUSTOMER][NEUTRAL] There is a new portal right, but it's just updated because you're having to set up a new profile.
[AGENT][NEUTRAL] You can't use your previously used credentials you're having to, to create a whole new login. So have you created your profile since?
[CUSTOMER][NEUTRAL] And you use your previously credentials you're having to create a whole new log. So have you created your profile?
[AGENT][NEUTRAL] Since the new update was done just a few weeks ago.
[CUSTOMER][NEUTRAL] No, after that, I'm trying to created it, so this.
[CUSTOMER][NEGATIVE] Yeah, I'm trying to do that but this is the error I'm just getting.
[CUSTOMER][NEGATIVE] From the long time. Whenever I'm trying to, you know, create the credential, this was the error. I'm just kidding. I tried with all the uh tax ID which I uh the all the tax ID is saying the same error.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so just a second.
[AGENT][NEUTRAL] OK, so when you, I need for you to, can you send an can you send an email to us with a screenshot of the error message that you're getting?
[CUSTOMER][NEUTRAL] OK, so when you
[CUSTOMER][NEUTRAL] I need for you to
[CUSTOMER][NEUTRAL] Send an email to us with a screenshot of the error message that you're getting. Yeah, sure, definitely. So, is that going to be [PII]? That's what mailing address?
[AGENT][NEUTRAL] Yes, sir. Yes, sir. So if you could reference and um the
[CUSTOMER][NEUTRAL] Yes sir, yes sir, so if you can reference um the
[AGENT][NEUTRAL] Policy or the tax ID number that you're trying to set that up for make sure that there's valid contact information for you, [PII] because someone will be in touch, should be in touch with you rather about this.
[CUSTOMER][NEUTRAL] or the tax ID number that you're trying to set that up for make sure that there's valid contact information. Mhm mhm. And because someone will be in touch and be in touch with your mother about this. Mhm.
[AGENT][NEUTRAL] So the error message that you're getting.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEGATIVE] It just says an error occurred.
[CUSTOMER][NEGATIVE] It just says an error occurred.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEGATIVE] Yeah. No user was found with the information. Yeah, it said that no user was found with the information that was entered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] OK, so let me.
[AGENT][NEUTRAL] Again, I'm just trying to.
[CUSTOMER][POSITIVE] Mhm. Sure, yeah, no problem. Take your time.
[AGENT][NEUTRAL] OK, an error occurred, no user was found with the information entered. That's your error message, is that correct?
[CUSTOMER][NEUTRAL] Error message is that correct? That's right.
[AGENT][NEUTRAL] Saying us you're not found, is that right?
[AGENT][NEUTRAL] A user with sound.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We have some specific questions [PII] to go over when we're looking into these issues to determine, try to determine um what may be going on with the portal.
[CUSTOMER][NEUTRAL] We have some specific questions.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Determine how to determine what that's going on with people.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So you guys have updated this portal very recently, right? Upgraded it?
[AGENT][NEUTRAL] Within, yes, about 3 weeks ago. Mhm. There were updates made, yes. And so any of the, these types of issues that we're running into?
[CUSTOMER][NEUTRAL] Oh, OK. Mhm.
[AGENT][NEUTRAL] We're having to log specific information so that they can look into that, OK?
[CUSTOMER][NEUTRAL] We're having to do all specific information so that they can look into that OK? Yeah, I got you.
[AGENT][NEGATIVE] And well, it won't even let you get to the part where you can enter a patient account number. You're getting an error before that, correct?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] It won't even let you get to the part where you can enter a patient account number you're getting an error before that. Yes, that's right.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] And is it better to contact you [PII] via phone or via email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, uh, you can contact by either.
[AGENT][NEUTRAL] Which is the best way for us to reach out to you via phone or email?
[CUSTOMER][NEUTRAL] So, uh, the best way to reach out is email and also let me provide you the contact number as well as.
[AGENT][NEUTRAL] OK, go ahead with your email first.
[CUSTOMER][NEUTRAL] Just in case.
[CUSTOMER][NEUTRAL] Yeah. So the email address it's uh
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's uh [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] [PII], wait, oops, hold on. So [PII] and then [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, no. That's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] There's no in between that.
[AGENT][NEUTRAL] OK, so [PII]
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] What's the rest of it? What's after the app?
[CUSTOMER][NEUTRAL] Yeah, yeah, it's [PII]
[AGENT][NEGATIVE] [PII], we've got a little bit of a disconnect. Can you hear me? because, oh, I'm so sorry, but your voice is cutting out on me, so I'm not.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] on
[CUSTOMER][NEUTRAL] Yeah, uh
[CUSTOMER][NEUTRAL] [PII],
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]. That's [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So [PII]. Is that correct?
[CUSTOMER][NEUTRAL] So that's and.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your phone number that you gave me a while ago, is that the best contact number to reach you on?
[CUSTOMER][NEUTRAL] Is that the best contact number to reach you on? Yeah, uh, and I do have an individual phone number that's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], OK, I know there's a [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, so is that the phone number that we would call you back on if we were to call you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, you can call this number so that I can directly reach you.
[AGENT][NEUTRAL] Alright, and again, [PII] is your email.
[CUSTOMER][NEUTRAL] S.
[AGENT][NEUTRAL] And you said that you were using Chrome as your browser.
[CUSTOMER][NEUTRAL] Sure email. Mhm.
[CUSTOMER][NEUTRAL] And you said that you were using Chrome as your browser. Mhm.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEGATIVE] And the OSC issue is it was giving you the message user not found, right? An error occurred no user was found.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] I know, I was she.
[CUSTOMER][NEUTRAL] These are not found. That's fine.
[CUSTOMER][NEUTRAL] With the information that you entered.
[AGENT][NEUTRAL] With the information that that was entered, OK.
[CUSTOMER][NEUTRAL] Which means the tax ID.
[CUSTOMER][NEUTRAL] The tax ID, yeah.
[AGENT][NEUTRAL] OK, [PII]. So I have logged this um for our IT support, but uh the fax, I did fax you that explanation of benefits, so you should have that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The fax, I did fax you that I.
[AGENT][NEUTRAL] By now, and if not, within just very soon.
[CUSTOMER][NEUTRAL] Not that.
[CUSTOMER][POSITIVE] Yeah, I got you.
[AGENT][NEUTRAL] Cause I did receive notification that it says it was delivered successfully. The fax did go through.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, then that's
[CUSTOMER][NEUTRAL] The fact is sent through.
[CUSTOMER][NEUTRAL] Got you. Yeah, let me look on that. So that's all I needed from you today. Um, can I just get the call reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, you would use my name along with today's date.
[AGENT][NEUTRAL] [PII], I mean, goodness, I'm sorry.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm, OK. So is there any
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] No problem. I'll wait for that, that's all I needed, sir.
[AGENT][POSITIVE] OK, well, we will um hopefully get this issue resolved so that you can get your portal set up.
[AGENT][POSITIVE] Um, but in the meantime, it was my pleasure in speaking to you today, and I hope you have a very nice rest of your day, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too, [PII]. Thank you. Bye for now.
[AGENT][POSITIVE] Uh, you're welcome. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Thank you. Bye bye.