AccountId: 011433970860
ContactId: d1b1e1e8-6a97-40ad-9c9e-1d3c82b8bcc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239000 ms
Total Talk Time (AGENT): 47814 ms
Total Talk Time (CUSTOMER): 95745 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d1b1e1e8-6a97-40ad-9c9e-1d3c82b8bcc9_20250603T16:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Personal Care Pediatrics. I'm just trying to log into the portal to pay, and did you guys change the portal or anything because I can't get it.
[AGENT][NEUTRAL] Uh, yes, we've, uh, we've updated our portal, so you'll have to re-verify and re-register your account, um, with the email address.
[CUSTOMER][NEUTRAL] OK, so I
[CUSTOMER][NEGATIVE] I did do that and it goes to next and it says error, no user was found.
[AGENT][NEUTRAL] OK, let me, uh, let me get it pulled up real quick.
[CUSTOMER][NEUTRAL] Oh, it said press option 4. I think I pressed 30 well.
[AGENT][NEUTRAL] OK, what's your group number?
[CUSTOMER][NEUTRAL] 18766
[AGENT][NEUTRAL] OK, and what was your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify the address, [PII], for your group?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Perfect. And then what's the uh the telephone number for the group?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see what we got here.
[AGENT][NEUTRAL] OK, so you're on you uh clicked on group.
[CUSTOMER][NEUTRAL] Yep, says group number. I put in 18766 zip code I put in [PII] phone number which I gave you city is Margate, email on record PCP billing FL South. Oh.
[CUSTOMER][POSITIVE] I think that's exactly what it is. [PII] instead of that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Yeah, that was so stupid of me, OK.
[AGENT][POSITIVE] Totally, it's OK.
[CUSTOMER][NEUTRAL] I, I, you know, I'm reading everything right. I forget they're, they're [PII], not [PII]
[AGENT][NEUTRAL] OK. Did it work now?
[CUSTOMER][NEUTRAL] Yeah, it's one of those days.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Um, yeah, I guess so because now I'm setting up to the next steps.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, so it looks like I should be good to go. Thank you so much and sorry about that.
[AGENT][POSITIVE] Oh, no worries, no worries. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, I'm just waiting for the new code, but I don't see it.
[CUSTOMER][NEUTRAL] Alright, let me do.
[AGENT][NEUTRAL] It can take up to about 60 seconds, um.
[CUSTOMER][NEGATIVE] Still don't see it.
[CUSTOMER][NEUTRAL] Let me get out of here and go back to PCP.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Try it again.
[CUSTOMER][NEUTRAL] Maybe reed.
[CUSTOMER][NEUTRAL] OK, PCP billing at [PII]. OK, making sure that that was it.
[AGENT][NEUTRAL] Yes, that's what we have.
[CUSTOMER][POSITIVE] Yeah, I'm doing send and receive again. I closed down. I went back on. Hold on maybe, got it. OK, I got it. I'm good thank you.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, perfect. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.