AccountId: 011433970860
ContactId: 03eb4159-d6dc-4fcb-b941-a86bf9e0a74a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 561830 ms
Total Talk Time (AGENT): 331059 ms
Total Talk Time (CUSTOMER): 220126 ms
Interruptions: 9
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/03eb4159-d6dc-4fcb-b941-a86bf9e0a74a_20250602T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you this afternoon?
[AGENT][NEUTRAL] Just fine. How are you?
[CUSTOMER][NEUTRAL] No [PII], I'm not doing well, but you know that's kind of nature of this business anymore um.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Sorry to hear that.
[CUSTOMER][NEUTRAL] Well, it's just, you know, we don't have a clue what customer service and I'm not picking on it's everybody it's just and and it's the hospitals and the doctors it's just.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I understand, yeah, I get it.
[CUSTOMER][NEGATIVE] You know, I, I wish somebody would shoot me quite honestly.
[AGENT][NEUTRAL] No, no, no, no, no, no, we will have to get through whatever you need. So who am I speaking with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Well this is [PII] and I went in over the weekend to terminate an employee and I guess there must be some kind of new website and I couldn't get in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yes, yes there is. I have been dealing with this all day. It's all good we'll get through this. Let me pull up your account real quick. Um, is it under, is it the agency account that you go under or is it just you as a broker?
[CUSTOMER][NEUTRAL] I think I've got it set up under both, but I'm assuming that I have to do the agency to be able to add some track employees.
[AGENT][NEUTRAL] Yeah, and you'll have to have two different email addresses to it too, which is a pain, so I apologize for that. So let me look at you first.
[CUSTOMER][NEUTRAL] Oh, well that that maybe that's why I couldn't register then.
[AGENT][NEUTRAL] Maybe OK so what tax ID number is under you know the tax ID number for your agency account?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's 27.
[CUSTOMER][NEUTRAL] Hang on just a second.
[AGENT][NEUTRAL] I'm fine. That way I won't get them confused because it gets confusing going back and forth.
[CUSTOMER][POSITIVE] Well, and, and quite honestly, if I can do it through my broker account I just do it there so let's not complicate this any more than we have to.
[AGENT][NEUTRAL] OK, OK, what's your um broker ID? Mhm.
[CUSTOMER][NEUTRAL] Um, because I was I was able.
[AGENT][NEUTRAL] Mhm I'm sorry, go ahead. I didn't mean to cut you off.
[CUSTOMER][NEUTRAL] Uh, um, I mean my broker ID, you ask me my broker ID is, that's funny, um.
[AGENT][NEUTRAL] No tax.
[CUSTOMER][NEUTRAL] I can give you my social.
[AGENT][NEUTRAL] OK, that's what I meant. That's probably usually what it is. What's what's the last four digits?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I see it. OK, hang on let me.
[AGENT][NEUTRAL] Let me get over to that account real quick. OK, Legacy innovative. Well, pull me into that one. Let me go over here. Hang on just a second, copy.
[AGENT][NEUTRAL] See if I can get it to come up over here.
[AGENT][NEUTRAL] [PII], there we go.
[AGENT][NEUTRAL] OK, [PII], here we go. OK, well, OK, [PII] which showing under Legacy Innovative Solutions [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so the email address I have in here is [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, um, zip code [PII], is that correct?
[CUSTOMER][NEUTRAL] Mhm yep.
[AGENT][NEUTRAL] OK, and uh let's see, date of birth.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That would be me.
[AGENT][NEUTRAL] OK, yeah, you're a Pisces like me, I guess. I do I I'm in February too, OK.
[AGENT][NEUTRAL] Let's see, OK, so when you go online, so you're gonna have to register brand new as a register register a brand new account with that email address.
[AGENT][NEUTRAL] Are you on the OSC now? OK, yeah.
[CUSTOMER][NEUTRAL] Alright, let me
[CUSTOMER][NEUTRAL] No, let me get to my.
[AGENT][NEUTRAL] Do it while I'm, yeah, do it while I'm on the phone so we can see what happens.
[CUSTOMER][NEUTRAL] Yeah, well, I got, I wanna also get to my American public, um.
[CUSTOMER][NEUTRAL] So I can update my credentials, um, what's the email? Is it still [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Gotcha.
[AGENT][POSITIVE] Yeah, you should still be able to go to that, yeah, mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, I think it
[CUSTOMER][NEUTRAL] Shoots me somewhere else but what do I know?
[AGENT][NEUTRAL] Or you can just go to [PII] that should take you there as well.
[CUSTOMER][NEUTRAL] Do I need to sign in and then it's gonna take me to another.
[AGENT][NEUTRAL] You'll need to go you'll you'll go to the sign in page and then you're gonna click create your OSC account mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And create your.
[CUSTOMER][NEUTRAL] So I'm gonna do agent or broker instead of agency correct?
[AGENT][NEUTRAL] Agent broker, correct, and then hit next, yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I'll put your last name, which we have is [PII]. There's nothing else attached to it.
[CUSTOMER][NEUTRAL] That would be correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do I need to put the hyphens in the social security number?
[AGENT][NEUTRAL] I don't think so. It doesn't say you have to. It doesn't, it doesn't give the lines in there, so I don't believe you have to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, we're gonna find out.
[AGENT][NEUTRAL] You know, cause it's not, we don't.
[CUSTOMER][NEUTRAL] You know user is found with the information.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] See if I can
[AGENT][NEUTRAL] Well, did you, you already filter, you already filled everything else out?
[CUSTOMER][NEUTRAL] I'm gonna put the hyphens in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, everything else matched. I've got the 452-49 and my date of birth and the email that all matched so.
[AGENT][NEUTRAL] OK, [PII] an email email.
[CUSTOMER][NEUTRAL] And no user is found with this information. God bless.
[AGENT][NEUTRAL] Do you have, OK, OK, let's see, let me, let's just do some troubleshooting here so.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so this is under you. So and you, this is your first time doing the registration process. You haven't done it prior to this, correct?
[AGENT][NEUTRAL] You use this email address.
[CUSTOMER][NEUTRAL] Well, I tried to do it the other day, but I was using my my LLC and it wouldn't register me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you've tried to do it under both. OK. I'm just wondering if it's trying to try to do this, click, um, go back to the login screen. Let's see, go to, go back to login screen and click forgot password. Just click it and see where if you get something.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Click it, put your email address in there, yeah, send verification. I'm just curious to see if you get a pen. Some people are getting a flash with a 404 error and then it takes them to a weird screen.
[CUSTOMER][NEUTRAL] Put my email address please.
[CUSTOMER][NEUTRAL] Gave me a code [PII].
[AGENT][NEUTRAL] See what
[AGENT][NEUTRAL] Put it in there and see what happens. I'm just curious to see if it lets you get in or which it shouldn't because you haven't registered technically.
[CUSTOMER][NEUTRAL] Email address verified you can now continue.
[CUSTOMER][NEGATIVE] A user with specified credential could not be found.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's what I figured, OK.
[CUSTOMER][NEUTRAL] So I'm in a terminal loop somehow.
[AGENT][NEUTRAL] Yeah, yeah, it's OK, that's OK. Hang on just one second. I mean, do you have to take a screenshot of that? Can you take a screenshot of that?
[CUSTOMER][NEUTRAL] Oh, I already closed out of it. I'm sorry.
[AGENT][NEUTRAL] You did. Oh, no, that's OK. That's OK. That's OK. So you, it's, so it's, it basically when you got what was the error message that said that they couldn't find you I wouldn't let you go any further, is that what it said? OK.
[CUSTOMER][NEUTRAL] Yeah, you an account.
[CUSTOMER][NEUTRAL] With that his yeah.
[AGENT][NEUTRAL] Yeah, no, OK, can't locate the account. OK, OK, I need to report this to our IT team because apparently we're still having some issues because everything on we we verify that your credentials are correct, so there should be no reason why you can't get in. So obviously we're still having some problems. So let me report this to our IT team. I've got your email address so as soon as I hear back I will.
[AGENT][NEUTRAL] Um, if it's before I leave tonight, I'm here till [PII]. I will let you know, but I have a feeling it's probably, I'm, I'm assuming there's probably gonna have to be something done on the back end that's gonna have to run overnight because we've had back, I've had back to back calls on this, and I apologize. It's just we didn't, we didn't see these problems, but we will get back with you and let you know once it's been resolved.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, my name is [PII]. um I will get back with you. I'm gonna go ahead and send this over right now so they know. Oh, I know, I know.
[CUSTOMER][NEUTRAL] That's not your fault, [PII]. I mean.
[CUSTOMER][NEUTRAL] I mean it, it's just been one of, you know, it's it's just, it just never stops, it just keeps rolling and yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I know. I wish I was like [PII], I'm bewitched and can wiggle my nose and make it all make it all better.
[CUSTOMER][NEUTRAL] Well, no, that's, it's like, like I said, I mean, I don't know if you heard what happened in [PII], but one of the major hospitals they had there.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Their computer system hacked and it shut the whole hospital down they could do nothing.
[AGENT][NEGATIVE] No, no, I didn't hear about that. Oh my gosh, that's so scary.
[CUSTOMER][NEUTRAL] There were people being wheeled into the surgery and they had to be turned around and.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][MIXED] They were shut down. They just, they still can't do surgeries, but they're starting to get some of the doctor's offices back up and running. I think I saw today they were actually able to access medical records, so it's been a mess.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEGATIVE] That's scary.
[AGENT][NEGATIVE] That's scary. That's scary.
[CUSTOMER][NEUTRAL] But yeah I mean and and but anyhow um so I probably need to email my uh.
[CUSTOMER][NEGATIVE] Contacting for people to terminate this guy then right just to get it done.
[AGENT][NEUTRAL] Yeah, I'll go ahead and send that over and we'll take care of it for you since you can't, yeah, if there's anything that you need us to do, just go ahead and email it to our APL dash sales.
[CUSTOMER][NEUTRAL] Who do I, who do I eat?
[AGENT][NEUTRAL] Um, yeah, send it to [PII].
[CUSTOMER][NEUTRAL] Alright, [PII]
[CUSTOMER][NEUTRAL] OK, I will do it.
[AGENT][POSITIVE] And we'll take care of it. OK, perfect, and we'll get back with you as soon as this has been resolved, OK?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][POSITIVE] All right, you have a good day. You're most welcome bye bye.
[CUSTOMER][POSITIVE] All right thank you bye bye.