AccountId: 011433970860
ContactId: c3f141db-2f6e-4aa7-9478-c705d4137b00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1181680 ms
Total Talk Time (AGENT): 148260 ms
Total Talk Time (CUSTOMER): 148079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/c3f141db-2f6e-4aa7-9478-c705d4137b00_20250620T14:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], good morning. I've been having an issue for a couple of days. I've been working on this with [PII]. She told me to call back today and ask for her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, may I have your name?
[CUSTOMER][NEUTRAL] [PII]. I'm calling for a group.
[AGENT][NEUTRAL] OK, and [PII], may I have your group number?
[CUSTOMER][NEUTRAL] 17021.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, now I have you here, Ms. [PII], can you verify your group name, number, and email, your email address?
[CUSTOMER][NEUTRAL] Our name is South Miami inpatient physicians. The group number 17021. My email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so [PII] is actually out today. She's been out for a few days. Um, is there something I can help you with or she'll be back on Monday? OK, I can help you.
[CUSTOMER][NEUTRAL] Yes, uh, no, no, it was just a way of continuing with the same person, but I've had an issue. You guys made some changes to the.
[CUSTOMER][NEGATIVE] To the site and I have not been able to create a new OSC account even with [PII]'s help. I always get to the same thing where it doesn't recognize my email and I have not been able to pay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm looking at the notes here too.
[CUSTOMER][NEGATIVE] We tried it with creating a new OSC account, but I don't get once I put the account number, my email address and I go next, uh, I get a message saying that uh that email is not recognized.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let me read up on her notes because she has a lot of notes here. So let me read up and see what she's done and what she's um saying to do so I know where she left off and then I can pick up and help, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem, no problem.
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so the first thing I'm gonna do is see if I can try to do it.
[AGENT][NEUTRAL] Think about it.
[AGENT][NEUTRAL] When my child.
[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][NEGATIVE] You are on hold.
[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][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, I'm here. I was just checking um with you on the other, um, from the other line. I'm speaking with my team lead and
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Yeah, me too. I had so many calls that I had to put you on hold for a second, yes.
[AGENT][POSITIVE] There's no problem at all. I'm just checking on you. I'm speaking with my team leads, OK?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thanks again for holding. I'm sorry for that wait. This is what I'm going to do since [PII] is not here, she has um representatives in like her place to work on the errors. I'm trying to figure out who those people are, but I don't want you to be holding while I do that. Can I send, are you OK if I send her, um, the team that she's working with like an urgent request to give you a call back, so whoever it is can give you, you know, reach out to you?
[CUSTOMER][NEUTRAL] Yes, um, they can give me a call, uh, I, I leave today at [PII] if not Monday, but I just wanna make sure is that APL is OK that we haven't been able to process our payment because we can't create an online account.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You know, I don't want us to be on the on the red side of the account.
[AGENT][NEUTRAL] OK, and um did you, are you open to payments over the phone? I'm just trying to think of options. You should, you would be OK because
[CUSTOMER][NEUTRAL] Uh, the thing is that I have all the information in the account. I don't have the banking information with me. I always just go ahead, look at it, process, and that's it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And that's it. OK. Um, so,
[CUSTOMER][NEUTRAL] If they call me Monday, I will have access uh to the account information in the other because I'm working out of uh uh Homestead office today but I will be in [PII] on Monday. So if we need to do that Monday, I can give you the bank information because I have the, the checking account, the business checking account there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I believe over the phone it's card, but I'm gonna put that um in the, in what I send over to them and let them know that you're concerned because you haven't been able to make a payment because you can't get online. But I don't, you, I'm pretty sure you're not going to be penalized for an error that's not yours.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII]. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, thank you very much. Have a great weekend and be safe.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Who, what is your name so that I know who I talked to?
[AGENT][NEUTRAL] Oh, my name is [PII].
[CUSTOMER][POSITIVE] [PII], thank you very much in case they ask me, because, you know, sometimes people don't really believe you're trying to get this done.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, yes, ma'am, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] You're welcome. Have a great weekend. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.