AccountId: 011433970860
ContactId: e8f41e7c-83bc-4bb9-a567-77ad4ea1659e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 783619 ms
Total Talk Time (AGENT): 219684 ms
Total Talk Time (CUSTOMER): 393140 ms
Interruptions: 23
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/e8f41e7c-83bc-4bb9-a567-77ad4ea1659e_20250506T18:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Not.
[CUSTOMER][NEUTRAL] No, or is it a is it [PII].
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEGATIVE] Yeah, hi, I'm calling because I'm trying to set up my, my user online and it's not allowing me I think because it's not on finding my information. I'm doing a new user.
[AGENT][POSITIVE] OK, I can help you with.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with the online service center. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. My number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Uh, is it the payer ID or is it the group number?
[AGENT][NEUTRAL] It it's going to be, it might say inpatient or outpatient certificate number.
[CUSTOMER][NEUTRAL] OK, I have, I have, I have both. I have in hospitals benefit certificate and outpatient benefit certificate. OK, 02563208 M as in Mary, L as in Larry, the number 7.
[AGENT][NEUTRAL] Either one is fine.
[AGENT][POSITIVE] OK, thank you so much. Let me look you up.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on file for you, ma'am?
[CUSTOMER][NEUTRAL] Or a normal at all or in such.
[CUSTOMER][NEUTRAL] OK, my address is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my email is [PII] unless they have my work email.
[AGENT][NEUTRAL] OK, no, I don't have an email for you which is probably why you couldn't get into the online service center so I will need to add that if you can spell out your email address for me.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] You go.
[CUSTOMER][NEUTRAL] Sure. It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. Let me add that in real quick.
[CUSTOMER][NEUTRAL] Correct. How long do you have a screening visit? You a screening?
[CUSTOMER][NEUTRAL] So yeah my screening on expansion code EAIT.
[CUSTOMER][NEUTRAL] Or like a
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] It's gonna be just a minute while I get this in the system.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] But what is.
[CUSTOMER][NEUTRAL] In patient medicine.
[CUSTOMER][NEUTRAL] Co
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] think you see in your.
[CUSTOMER][NEUTRAL] get.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] You know and then no.
[CUSTOMER][NEUTRAL] Do you guys have an app that I can install on my phone or no?
[AGENT][NEGATIVE] No, it doesn't work with telephones. You'll have to use um a tablet, a laptop or a computer, yes ma'am, computer and Chrome.
[CUSTOMER][NEUTRAL] A computer, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm having a hard time getting the, just a minute real quick.
[CUSTOMER][NEUTRAL] I can't.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] and also the tea.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. Sour cream?
[CUSTOMER][POSITIVE] OK. OK, perfect.
[CUSTOMER][NEUTRAL] OK. Did you feel I need to.
[CUSTOMER][NEUTRAL] It has all he does the screening.
[CUSTOMER][NEUTRAL] Alright, there is OK. There's only come in.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, I put it in. Let me go back and check and make sure it's stuck.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please, are, are you clearer than the safe, OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it's [PII], is that correct?
[CUSTOMER][NEUTRAL] It is on this patient.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] yes, yes, it's my name and my last name, well, abbreviation of my name [PII].
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] All right, good. All right.
[AGENT][NEUTRAL] Yes ma'am, I think I think I've got it correct now um can you get out of the online service center and try to go back in now that I've got the um demographics updated?
[CUSTOMER][NEUTRAL] You're the man that that will be assignment you the credit. I don't know.
[CUSTOMER][NEUTRAL] Sure, let me try this again. OK, new user. I'm an individual.
[CUSTOMER][NEUTRAL] My my last name.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I'll put my Social Security.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] the status.
[CUSTOMER][NEGATIVE] Now stop giving me oops, there seems to be a problem.
[CUSTOMER][NEUTRAL] I put my social security. Do you want me to put a put a member ID number?
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] No, let's uh verify your social security number. Let's make sure that's correct. Can you give it to me?
[CUSTOMER][NEUTRAL] I and I.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] 6600.
[CUSTOMER][NEUTRAL] We are 3.
[AGENT][NEUTRAL] 03 OK.
[AGENT][NEUTRAL] I'm back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So actually just
[AGENT][NEUTRAL] Let me get completely out of it and back in and make sure.
[CUSTOMER][NEUTRAL] Well the patient management.
[AGENT][NEUTRAL] Cause I've got the
[CUSTOMER][NEUTRAL] OK, you go and check in and check out.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, I just see I think.
[CUSTOMER][NEUTRAL] no.
[AGENT][NEUTRAL] And you spell your name [PII]
[AGENT][NEUTRAL] And last name [PII]
[CUSTOMER][NEUTRAL] No, no, I'm sorry, my last name.
[AGENT][NEUTRAL] Your last name is [PII]
[AGENT][NEUTRAL] First name is [PII]
[CUSTOMER][NEGATIVE] They are not.
[CUSTOMER][NEUTRAL] the patient management so matters but that.
[AGENT][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] I'm gonna go over the information. The address is [PII]. The phone number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I got.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now there is a screening this expansion for all the AIT this is.
[CUSTOMER][NEUTRAL] 4940.
[CUSTOMER][NEUTRAL] AIP stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get out of your policy and maybe that's why you're, if you can go completely all the way out again.
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] So like the.
[AGENT][NEGATIVE] I'm gonna get out of the policy.
[AGENT][NEUTRAL] And see if that helps any.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me know when I can try again.
[AGENT][NEUTRAL] OK, you can go ahead and try now. I'm out of the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] In.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, let me see if you've ever signed up for this policy before.
[CUSTOMER][NEUTRAL] Not that I know.
[CUSTOMER][NEUTRAL] it's.
[AGENT][NEUTRAL] I'll be just one moment, Ms. [PII].
[CUSTOMER][POSITIVE] Sure, no problem. In.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did I I came out of patient management.
[CUSTOMER][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, I know what's going on.
[AGENT][NEUTRAL] OK, Ms. [PII], this is [PII] back with you again.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] You're gonna have to, we're gonna have to let the um computer update the changes that we made overnight so it can process overnight. Can you try back again in the morning and if you have any troubles give us a call back.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, no problem, I'll try that.
[AGENT][NEUTRAL] OK, all right, but I've got all the information updated, just needs to process.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.