AccountId: 011433970860
ContactId: b7172d3d-7022-49a5-a2ac-755d02419cd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 948039 ms
Total Talk Time (AGENT): 215795 ms
Total Talk Time (CUSTOMER): 191649 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/b7172d3d-7022-49a5-a2ac-755d02419cd9_20250620T16:03_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. Can you hear me? Sorry.
[AGENT][POSITIVE] I hear you now. How can I assist you today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Hey, yes, I am calling. I used to have access to the website, but I think you guys have changed and it won't let me register. I don't know if I'm doing something wrong.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] What's your policy number? I can walk you through it.
[CUSTOMER][NEUTRAL] Oh, yeah, I don't even know. Hold on.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Oh, I'm a provider. I'm sorry.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Does that matter?
[AGENT][NEUTRAL] Is it a particular policy that you're calling about?
[CUSTOMER][NEUTRAL] It was uh.
[AGENT][NEUTRAL] Or just the walk through of the um login.
[CUSTOMER][NEUTRAL] It was, I walked through the login. I had called prior and then I forgot. I was like, oh, well, let me go online while I was holding with her.
[CUSTOMER][NEGATIVE] And that's when I was trying to register, but I wasn't able to and I had got off the phone with her.
[AGENT][NEUTRAL] OK. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. It's [PII]
[AGENT][NEGATIVE] Your 4 broke up all her.
[AGENT][NEUTRAL] I only heard 864.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 6956257.
[AGENT][POSITIVE] Thank you. And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. You say you're a provider?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so are you on the website?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK, so let me see.
[AGENT][NEUTRAL] We did, we did improve our website, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Pulling up the instructions, OK.
[AGENT][NEUTRAL] On the website, you will go to
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And then you have to create one first.
[AGENT][NEUTRAL] So you go to the website, then you're gonna go to log in when you go to log in you're gonna set up a set up an account.
[CUSTOMER][NEUTRAL] So do I do create your OSC account?
[AGENT][NEUTRAL] Um, what, what else is it asking you?
[CUSTOMER][NEUTRAL] Uh, it's log in or create your OSC account or forget password.
[AGENT][NEUTRAL] Create your OSC account.
[CUSTOMER][NEUTRAL] And I would click provider correct because my choices are agency, agent or broker OK.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And then when I put in my tax ID number.
[CUSTOMER][NEGATIVE] It's giving me an error. This is a different error. Hold on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Well, not the same page can't be found, but prior to that, it was telling me that I couldn't register that tax ID number couldn't be found or I couldn't be found or something like that. But now it's giving me a 404 error.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I was saying this page cannot be found.
[CUSTOMER][NEUTRAL] Uh, hold on, let me, let me close out and go back in. Hold on one second.
[AGENT][NEUTRAL] OK which one provider next.
[CUSTOMER][NEUTRAL] APO
[AGENT][NEUTRAL] in
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and your email you take Iing your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a
[AGENT][NEUTRAL] So did you enter your tax ID your tax identification number and your email?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it says no user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] Is that your personal work email or is it the?
[CUSTOMER][NEUTRAL] It's my work email.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] Well, they won't even let me get that far to put in my email. It won't even take my tax ID number.
[AGENT][NEUTRAL] I'm trying to see what I want.
[AGENT][NEUTRAL] OK, tax ID number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm trying to read, they gave us instructions to walk you through it, but if it's not, then you move forward.
[AGENT][NEUTRAL] So let me see what department I need to transfer you over to because this is the claims department so let me find, see if I can get someone to assist you. What was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] Hold one moment. OK, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Currently no agent staff. Goodbye.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Thank you for holding [PII]. I'm, I haven't forgotten about you. I'm still waiting on someone to answer the phone in that department, so may I place you on a brief hold a little longer?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm. You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Maybe yeah at work.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, I see.
[AGENT][NEUTRAL] Black or white?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I do apologize. I've reached out to several different departments to try to.
[AGENT][NEUTRAL] Get someone to assist us with this online account?
[AGENT][NEUTRAL] However, I'm not able, I haven't been successful so I can get your number well use your callback number that you provided and someone will give you a call back, but I did follow the steps on the website.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All of the stuff that they, that were provided to us to
[AGENT][NEUTRAL] Walk you through registering however you say that it's not working for you, the tax ID number, the em[PII], so do you have like a corporate email address without your personal corporate email address, your work email address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just have the work email address. Even when, but [PII]hat's weird is when I typed in like forget passwords, I was like, well, did I sign up for it? So when I put my email in there for to retrieve a passcode, I put the, and I got an email with the passcode. So then when I put the passcode in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, put that in there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It didn't work.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEGATIVE] It, it's still, yeah, it wouldn't work.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] I know, right? [PII].
[AGENT][NEUTRAL] That's crazy. Do you want to check the status of a claim? Cause I can help you with that over the phone.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I already did, but I was just calling while I was waiting when I had called prior. I was like, well, it's just [PII]. Let me go online and see if I can find it myself before the rep got on the phone, but it wouldn't, it wouldn't let me sign in or nothing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I don't know, but I'll just wait for them to give me a call, I guess.
[AGENT][NEUTRAL] I have your callback number is [PII] and it is [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what is the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Prisma health.
[AGENT][NEUTRAL] you said Prisma.
[CUSTOMER][NEUTRAL] Mhm. P R I S M A.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna put this in for someone from tech support to give you a call back. I do apologize, but I was trying to assist you with it.
[CUSTOMER][POSITIVE] I know. Well, thank you for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks, bye.