AccountId: 011433970860
ContactId: bc2003c3-6839-4614-9b17-156b14d9d99e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263929 ms
Total Talk Time (AGENT): 130408 ms
Total Talk Time (CUSTOMER): 97613 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/bc2003c3-6839-4614-9b17-156b14d9d99e_20250624T20:25_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was trying to uh get some assistance with registering to the uh provider portal.
[CUSTOMER][NEGATIVE] Oh it's not recognized in the tax ID.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] You said this is the provider portal?
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] OK, let's see, hold one moment.
[AGENT][NEUTRAL] Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Callback number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII], and what is your tax ID for the provider?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for what is the provider full information?
[CUSTOMER][NEUTRAL] Baptist.
[AGENT][NEUTRAL] For OK. Baptist Hospital.
[CUSTOMER][NEUTRAL] Baptist Hospital.
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All righty. And so what uh what the, what uh error are you receiving?
[CUSTOMER][NEUTRAL] Well, it says it doesn't recognize the tax ID.
[AGENT][NEGATIVE] Doesn't recognize tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Oh.
[CUSTOMER][NEUTRAL] Uh, it says error no user was found with that information. Please try again then it says the call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold one moment. Let me get you over to our care team and they can assist you with getting that uh signed up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Good afternoon. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in the claims department.
[AGENT][NEGATIVE] And I have a provider that keeps getting an error regarding trying to set up the provider portal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Oh, you said a provider? OK.
[AGENT][NEUTRAL] It's a provider, yeah.
[CUSTOMER][POSITIVE] Oh, this is my first provider. Oh my goodness, OK.
[AGENT][NEUTRAL] I'm there, yeah, I didn't even know how to even gather the information cause I'm like, I, this is my first call for.
[CUSTOMER][NEUTRAL] OK, uh, OK, yeah, and this is my first too. I'm so used to the group or the concern.
[AGENT][NEUTRAL] A provider.
[AGENT][NEUTRAL] Yeah, I didn't even know. I'm like, wait.
[CUSTOMER][NEUTRAL] OK, and what's her name? I know.
[AGENT][NEUTRAL] Her name is her name is [PII]. I believe she just said [PII] or [PII]. I wrote down [PII].
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, and what's her callback number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] All right, let me see. [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][POSITIVE] [PII]. OK dokey. I'm ready for [PII]. You can help her.
[AGENT][NEUTRAL] OK. And do you, do you need the tax ID number? She did provide that.
[AGENT][NEUTRAL] I asked for it. I, I didn't know if it would be. OK, tax ID is 4, I'm sorry, [PII]. 0 my gosh, [PII], get it together, [PII]. OK. [PII] and it's for Baptist Hospital.
[CUSTOMER][NEUTRAL] Um, yeah, go ahead. Mhm.
[CUSTOMER][NEUTRAL] OK, we're almost done for today, almost.
[AGENT][POSITIVE] Almost there, almost there. We're gonna make, we're gonna make it. OK. Are you ready for it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] We are, we are, yeah, I'm ready for her. Thank you.
[AGENT][POSITIVE] OK, here she goes. Thank you.