AccountId: 011433970860
ContactId: 880d9fc3-ff36-494b-bb08-719c9e9eb75f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 666729 ms
Total Talk Time (AGENT): 294442 ms
Total Talk Time (CUSTOMER): 183942 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/880d9fc3-ff36-494b-bb08-719c9e9eb75f_20250404T16:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, [PII], good afternoon. This is [PII] calling from Sinai Medical Center. I am here at the provider's portal and my password has been expired, so I'm trying to renew the password, but it's not working.
[AGENT][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, [PII], so you're trying to reset your password on the provider side for the portal, but it's not allowing you. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, correct.
[AGENT][NEUTRAL] OK, so yes, ma'am, I can try and help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a pol the policy number for the member?
[CUSTOMER][NEUTRAL] Yes. That will be 01823108.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. Give me one moment, [PII], to get that information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I do provide would be a verification of benefits and not a guarantee of payment. I will need to just verify uh her name and date of birth please.
[CUSTOMER][NEUTRAL] Sure, it's for [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then on here [PII], what's the data service and total bill amount for your provider?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the bill amount is 12,981 47 cents.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] Let me see if I can locate the claim first off.
[AGENT][NEUTRAL] OK, [PII], so I do have the claim. Do you already have the claim number on this for this data service?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, so that claim number is 356.
[AGENT][NEUTRAL] 9802.
[CUSTOMER][NEUTRAL] 356.
[AGENT][NEUTRAL] 9802.
[CUSTOMER][NEUTRAL] 9802. OK.
[AGENT][NEUTRAL] Mhm. And what is the tax ID number for the provider?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me just pull this up.
[AGENT][NEUTRAL] OK, and then what is your username, [PII]?
[CUSTOMER][NEUTRAL] My username, it is [PII].
[AGENT][NEUTRAL] Alright, so just one moment.
[AGENT][NEUTRAL] OK. Now, I do not see under that tax ID.
[AGENT][NEUTRAL] Your username.
[AGENT][NEUTRAL] That's not one of the usernames under this tax ID number [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I just sort of like recently tried to log in with my old password, but it's not letting me because I needed to like recreate a new one.
[AGENT][NEUTRAL] Right, but I'm not, yes, I don't, and you did say [PII].
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's what I said. Mhm.
[AGENT][NEUTRAL] OK, so I don't.
[CUSTOMER][NEUTRAL] You are an [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now that username is not under this tax ID number for this provider.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Let me try something else. Give me just a moment.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] OK, so I've just
[CUSTOMER][NEUTRAL] It's asking me a pay.
[AGENT][NEUTRAL] 5906.
[AGENT][NEGATIVE] That is so strange why it did not pull that up. OK, so it says password expired.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so when you're doing the reset password.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK. So what is the phone number that you have associated with it, Genesis?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] The phone number, your phone number that you have associated with your profile. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] Oh no, that would be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you click forgot password or what exactly does it ask you? reset password?
[CUSTOMER][NEGATIVE] Yes, to reset the password, I reset it, try to do a new password, but it says error. That is not alone. Or.
[AGENT][NEUTRAL] OK, so it must.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] It could be, OK, so the password has to be a minimum of 8 total characters in length.
[CUSTOMER][NEGATIVE] Right. No, yes, it would have said, oh, it would have says um password incorrect or this and that, but it says an error that is not going through, or the page is done or something.
[AGENT][NEUTRAL] Upper
[AGENT][NEUTRAL] Now, I can try and reset it with a temporary password to see if I get the same error message, if you would like for me to try that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so just one moment.
[AGENT][NEUTRAL] OK, so the password, so it has let me reset it.
[AGENT][NEUTRAL] So I made the password, the temporary password that you would use. It's the word password with the [PII]. Everything else is lowercase.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then the number [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII]. OK.
[AGENT][NEUTRAL] Mhm. So password [PII].
[CUSTOMER][POSITIVE] OK, I got it, yes.
[CUSTOMER][NEUTRAL] Got it locked in.
[AGENT][NEUTRAL] Now, you would just need to do, you know, to try again with the passwords. It, it does sound like that there was something maybe this maybe a special character or something that it was not liking.
[AGENT][NEUTRAL] Um, because it did not give me that error that you were getting.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got you. Can you add the tax ID number under my account if that, if I don't have the account associated with the tax ID?
[AGENT][NEUTRAL] Well, it does show when I searched for just your username.
[AGENT][NEUTRAL] I was able to pull it up under that same tax ID number, but I was not able to see that on my other screen. So I don't, I'm not sure why that's.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's showing the same [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and what would be um
[CUSTOMER][NEUTRAL] Mm, can you please provide me with your name again? I did pull up the name [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[AGENT][NEUTRAL] [PII], uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. That was, so what would be the reference number?
[AGENT][NEUTRAL] Uh, the reference number is going to be my name along with today's date, and I can let me, I just wanna look at one more thing before so yes ma'am, I do see, um, I can see your username now in the list of users under this tax ID number, so yes, I would just try to reset that temporary password again.
[AGENT][NEUTRAL] I know that one of the special characters, Genesis, you can't use is the hashtag mark.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Um, data security.
[AGENT][NEUTRAL] So I don't know.
[CUSTOMER][POSITIVE] OK, thank you very much. That one.
[AGENT][POSITIVE] All right. Well, you're welcome. So again, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.