AccountId: 011433970860
ContactId: 9bef51d8-0d62-4b0f-9fd9-6152a9d01926
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346640 ms
Total Talk Time (AGENT): 168566 ms
Total Talk Time (CUSTOMER): 137939 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9bef51d8-0d62-4b0f-9fd9-6152a9d01926_20250625T14:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from West Kendall Baptist Hospital, and I just have a general question. Since the web portal has been changed, I have not been able to re-register and I was told that that you guys were having issues with that. Has that been resolved because I still can't get in.
[AGENT][NEUTRAL] OK, let me see, let me take a look at it for you. It should be, um, some are still having issues I believe but um did you call and speak with the customer service rep that tried to walk you through the steps or have you not done that yet?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm, well, I did that a couple of weeks ago.
[AGENT][NEUTRAL] You did? OK, let's take a look.
[CUSTOMER][NEUTRAL] And then I was told, yeah, then I was told that you all were having issues with the new.
[CUSTOMER][NEGATIVE] Um, portal, so I tried again this morning both ways create an account and forgot password and still doesn't go through.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're still having the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Uh, have you tried it in like a, um, are you pulling it up like where you've already had it in your browser? Have you just tried to go in completely like through a new browser? I know they were having some of the um insurers do that and that was working.
[CUSTOMER][NEUTRAL] OK, let me try to do that because yes, I do have it linked.
[CUSTOMER][NEUTRAL] So let me try to do that, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You take it off of here.
[AGENT][NEUTRAL] And in the meantime, let me get your policy number so I can get you pulled up.
[CUSTOMER][NEUTRAL] Um, 02337085 ML 7.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's just see.
[CUSTOMER][NEUTRAL] Back into the online log in. OK, let's try.
[CUSTOMER][NEUTRAL] Provider.
[CUSTOMER][NEUTRAL] Next tax ID 5224.
[AGENT][NEGATIVE] Oh, so this is a provider issue, not an insured.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. OK. We, I did.
[CUSTOMER][NEGATIVE] Oh, it says page cannot be found.
[AGENT][NEUTRAL] OK. Uh, yeah, we did. I, I'm sorry, I thought you were, uh, one of the insureds. Um, I did get a call yesterday of a provider and I got him over to customer care. So, uh, let me get all your information and get you over to someone that can, um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Help you get logged in.
[CUSTOMER][NEUTRAL] It's giving that.
[CUSTOMER][NEGATIVE] Yeah it's giving me an error message on the page.
[AGENT][NEUTRAL] OK, could I get your name?
[CUSTOMER][NEGATIVE] I don't even let me get in.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the tax ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the provider?
[CUSTOMER][NEUTRAL] West Kendall Baptist Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold one moment, let me uh get you over to someone in customer care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] again in claims.
[CUSTOMER][POSITIVE] Hey how's it going?
[AGENT][NEUTRAL] Uh, I talked to you. It's going pretty OK, I guess. Uh, how did that provider call go yesterday?
[CUSTOMER][NEUTRAL] Yeah, so far
[CUSTOMER][NEUTRAL] It didn't, um, I don't think I'm trying to remember gosh yesterday feels like so long ago, um, I think it disconnected before I could get a call back.
[AGENT][NEUTRAL] Oh God.
[AGENT][NEUTRAL] Oh, OK. OK. So now I have another one.
[CUSTOMER][NEUTRAL] If I remember correctly.
[AGENT][NEUTRAL] Are y'all getting any information regarding providers not being able to get in?
[CUSTOMER][NEUTRAL] OK, OK, um.
[CUSTOMER][NEUTRAL] Not from what I understand, no, um, is this one the same?
[AGENT][NEUTRAL] OK. OK. I have another provider. No, it's a different provider.
[CUSTOMER][NEUTRAL] Um, what's, what's going on with this one?
[AGENT][NEGATIVE] Uh, once again, um, they're going in, they're getting an error message that they can't register. Uh, I had to go through a different browser, uh, while we were on the phone and that still isn't working. That was kind of the situation yesterday. The provider is not able to re-register.
[CUSTOMER][NEUTRAL] Interesting. OK, OK, um, uh, again I'm not quite sure what I'm able to do, but, um, you go ahead and send them over. Oh, what is their name? I'm sorry.
[AGENT][NEUTRAL] That's OK. Her name is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All righty. And did you
[CUSTOMER][NEUTRAL] And was this in regard to.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Uh, no, I was gonna ask, uh, did you need to, yesterday, I provided the tax ID number. I didn't know if you needed that.
[CUSTOMER][POSITIVE] That would be great, yes, if you don't mind.
[AGENT][NEUTRAL] OK. OK. It's [PII] for West Kendall Baptist Hospital.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, cool. Alrighty, thank you so much you could go ahead and send this over.
[AGENT][POSITIVE] OK. Here she comes. Thank you.
[CUSTOMER][NEUTRAL] All right