AccountId: 011433970860
ContactId: 8bdecdbc-b207-47d3-85d2-7ba5ed04bb65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 832359 ms
Total Talk Time (AGENT): 172991 ms
Total Talk Time (CUSTOMER): 159563 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/8bdecdbc-b207-47d3-85d2-7ba5ed04bb65_20250314T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, good afternoon. Uh, I am a provider. Let me try to set up an account, new account on the online service, service center.
[CUSTOMER][NEUTRAL] And I am having trouble. I was wondering if you could help me out.
[AGENT][NEUTRAL] All right. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Alright [PII], and just in case we get disconnected what's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] All right, what is your provider tax ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, [PII], give me just a second. I'll be right back, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No problem. Are you a medical or a dental provider?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, alright, give me just a second, I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right, you still with me, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 20282 um do you have the patient's account number?
[CUSTOMER][NEUTRAL] Yes, uh, they gave it two different numbers. Then the, um, the ID, the ID I had on the card is 024.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 651.
[CUSTOMER][NEUTRAL] 68
[CUSTOMER][NEUTRAL] M L L S.
[CUSTOMER][NEUTRAL] And uh they gave me a different number when I called you before.
[AGENT][NEUTRAL] OK, and what was the other number we gave you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the name of the patient?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see if I can figure out what's going on. Is it giving you an error message when you try it?
[CUSTOMER][NEUTRAL] Yeah, when I try to open the prompt, it says you need to put the tax ID, I put the tax ID and then ask me patient account number. It's uh, looks like it should be um.
[CUSTOMER][NEGATIVE] A previous bill that I have sent to you, that's the first time, so you're not gonna happen.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh if I put any other number, it's gonna say it was error, I should call you.
[AGENT][NEUTRAL] All right, [PII], I need to place you on another brief hold. Hold on just a moment for me, OK?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, last thing, can I get you to verify [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, it's.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you, hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Certainly no agents staffed. Goodbye.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm good. I have a provider on the line. He is calling because he's trying to uh log into the um or create an account in the OSC and he's not able to get through um.
[CUSTOMER][NEUTRAL] Is he blocked?
[AGENT][NEUTRAL] How would I know if he's blocked?
[CUSTOMER][NEUTRAL] I don't know, I, I guess by asking because if he is, he's gonna have to go through customer service. Is he saying what is not letting him go through?
[AGENT][NEUTRAL] Um, no, it's just saying when he tries it, it's popping up and saying no, um.
[AGENT][NEUTRAL] Member
[AGENT][POSITIVE] Was able to be located and to call customer service.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I don't know if that's the claim strength is no one is that not something you guys.
[AGENT][NEUTRAL] So I'm not sure.
[CUSTOMER][NEUTRAL] Doing customer service?
[AGENT][NEUTRAL] No, no, [PII] told me that I would transfer him to claims for troubleshooting.
[CUSTOMER][NEUTRAL] What's the number?
[AGENT][NEUTRAL] Um, the policy number that he's calling about or?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, 246-516-8.
[CUSTOMER][NEUTRAL] OK, this policy is no longer active.
[AGENT][NEUTRAL] And he's calling.
[AGENT][NEUTRAL] Well, maybe that's why he probably won't he can't submit through the OSC with the last policy.
[CUSTOMER][NEUTRAL] Yeah, I think
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's probably what it is yeah.
[CUSTOMER][NEUTRAL] Let me make sure there's not an active one before.
[CUSTOMER][NEUTRAL] OK, and what is the patient? Yeah, he needs to do it under that policy.
[AGENT][NEUTRAL] Oh there is one active.
[CUSTOMER][NEUTRAL] What is the, uh, he, who's the patient he's calling on?
[AGENT][NEUTRAL] It's the um.
[AGENT][NEUTRAL] [PII], I tried this this number too. I was trying to help him and I tried that number too uh uh under the patient account number in the OSC and it wouldn't work either.
[CUSTOMER][NEUTRAL] The patient account number or the, the policy?
[CUSTOMER][NEUTRAL] I'm not familiar
[AGENT][NEUTRAL] It's so
[AGENT][NEUTRAL] Um, when you go to sign up, it asks for his tax ID number and then the patient account number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So not the policy number.
[AGENT][NEUTRAL] No it says patient account number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean you can send them over. I have no idea but you can send them over.
[AGENT][NEUTRAL] OK, um, do you want his callback number?
[CUSTOMER][NEUTRAL] No, you can go ahead and send him over. What is his name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, you can send him over.
[AGENT][NEUTRAL] I2. Let me try one more thing real quick cause I think I had the wrong.
[AGENT][NEUTRAL] I think he gave me the wrong number. [PII].
[AGENT][NEUTRAL] And then his tax ID [PII].
[AGENT][NEUTRAL] No no user was found. OK, here he comes.
[CUSTOMER][NEUTRAL] OK, I'm just gonna tell them to mail it in. OK, thank you.
[AGENT][POSITIVE] All right thank you.
[CUSTOMER][POSITIVE] Thank you for calling American Public Life this is.