AccountId: 011433970860
ContactId: 0ab4f3ea-417c-416b-8e5e-83be911eb1f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 734309 ms
Total Talk Time (AGENT): 176014 ms
Total Talk Time (CUSTOMER): 365953 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0ab4f3ea-417c-416b-8e5e-83be911eb1f9_20250613T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. How are you doing? This is [PII] from games.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] How are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good thank you um [PII], I have a uh a group on the phone who is trying to set up the account online.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know what's going on because I try to, to, you know, I, I key in the information and it gives me the, the next step where I have to put the verification code and the password and everything.
[CUSTOMER][NEUTRAL] But when they try it,
[CUSTOMER][NEUTRAL] They get the error. I was wondering if you can assist him.
[CUSTOMER][NEUTRAL] The group number is 26604.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, 26604.
[AGENT][NEUTRAL] And this is the group on the line?
[CUSTOMER][NEUTRAL] That is, yes, that is a. The name of the person on the phone is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] That's for Health Genesis Corp.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can try to assist, yes.
[CUSTOMER][POSITIVE] Alright, she already knows she's gonna be transferred. Here she comes. Thank you very much.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII] with APL. Are you needing help setting up your account?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I already have an account and we have a user, uh, username and password, but now they are requesting to log in with an email address and we are using the email address we have on file, but the system doesn't recognize that email so we don't know how to proceed in this case. Our group number is 26026604.
[AGENT][NEUTRAL] OK, can you verify the address for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then um it looks like I've got, what was your first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it looks like we've got [PII].
[CUSTOMER][NEUTRAL] Yeah [PII]
[AGENT][NEUTRAL] Yeah, it looks like he is the group contact.
[CUSTOMER][NEUTRAL] And the email is different.
[CUSTOMER][NEUTRAL] No, that, that's a mistake, and we already changed that. We sent an email to.
[CUSTOMER][NEUTRAL] I will tell you now.
[CUSTOMER][NEUTRAL] In September last year, we sent an email and they said that was everything done, American public.
[CUSTOMER][NEUTRAL] We sent a care team at [PII].
[CUSTOMER][NEUTRAL] And in that opportunity they say that Finance was our username and we we every month log in with that username and also I have the password but now they are asking for um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email address. So when I add the [PII], it says that it doesn't recognize that information so I don't know what to do in this case.
[AGENT][NEUTRAL] OK, so you are entering the
[AGENT][NEUTRAL] [PII] information.
[AGENT][NEUTRAL] Or no.
[CUSTOMER][NEUTRAL] Yes, [PII]. Yes, [PII]. That is [PII]'s email, but in September last year, he sent an email from his email asking to add other uh person and also other emails as um um.
[CUSTOMER][NEUTRAL] The main email, not only his, because he's the CFO and he usually doesn't do the type of of uh of stuff for us.
[AGENT][NEUTRAL] OK, we did
[CUSTOMER][NEUTRAL] So I'm the one who is that.
[AGENT][NEUTRAL] OK, we did receive that email last year and the request that we had received was that to add contact names um so not to change it, but to add contact names. So we still have him as the group contact.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So in order to create the account, it has to match his information. So do you have
[CUSTOMER][NEUTRAL] OK, but then for I'm not in.
[CUSTOMER][NEUTRAL] And it says that it doesn't exist. I'm adding his email. I'm adding the group number 266-04 an email on record the [PII]. And when I click next, it says error no user was found.
[AGENT][NEUTRAL] OK, 26604 and then can you verify again the uh zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what phone number should we have on file?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm not sure which phone number you added in that moment, but it's not any information that that you need that you need right now. You need the email address and the email address is [PII]. You can send a code to the Bernardini. He's waiting to send me the code, but he, he has not received any code.
[AGENT][NEUTRAL] Well, so it should work with just those three pieces of information, but if it doesn't, we need to see if you can enter the rest of the information to see if it works with that.
[AGENT][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] OK, another phone [PII].
[AGENT][NEUTRAL] Um, I've got a [PII].
[CUSTOMER][NEUTRAL] I'm, I'm telling you his phone number. I don't know what you have on file.
[AGENT][NEUTRAL] That that's what we have on file.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry, could you repeat? Yes.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEGATIVE] No, in the same says error no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, and then you entered the city.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] And pay that's what we need to do today. We need to pay. That's why we are trying to log in.
[AGENT][NEUTRAL] Right, I understand. I just want to see if it will work with all the required information, uh, so if you put the.
[CUSTOMER][NEGATIVE] No, it doesn't doesn't work.
[AGENT][NEUTRAL] OK, so you put [PII] in and then you put the state as [PII]?
[CUSTOMER][NEUTRAL] Baby, yes, stay, stay.
[CUSTOMER][NEUTRAL] I didn't have the state or let me do it now so I'm adding group number too.
[AGENT][NEUTRAL] Because I'm getting
[CUSTOMER][NEUTRAL] 26604 ZIP code [PII] phone number [PII] CDD [PII] state [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I will click next and it says the same error. No user was found with the information that was entered. Please try again. If this error persists, please contact customer service at [PII].
[AGENT][NEUTRAL] OK, so it's, it's working on my end. So what browser are you using? Using Google Chrome or?
[CUSTOMER][NEGATIVE] The only, the only one that I am allowed to use, that is the, the Microsoft browser. I, I'm not able to download any browser in, in my computer.
[AGENT][NEUTRAL] OK, so Microsoft Edge.
[CUSTOMER][NEUTRAL] Yes, Microsoft.
[AGENT][NEUTRAL] OK. Do you know how to clear out the browser history?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, by going to the 3 dots in the top upper right hand corner and then going to settings.
[CUSTOMER][NEUTRAL] Yes, I'm
[AGENT][NEUTRAL] And then going to privacy.
[AGENT][NEUTRAL] And then clear browsing data.
[CUSTOMER][NEUTRAL] Yes, I, I just need it.
[AGENT][NEUTRAL] OK, and you did, did you do the time range all time?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And clear now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Browsing history, download history cookies and other side, uh data. What do you want me to remove all time?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. I just did it.
[CUSTOMER][NEUTRAL] Let me try again.
[CUSTOMER][NEUTRAL] Create your
[CUSTOMER][NEUTRAL] OST account as a group.
[CUSTOMER][NEUTRAL] Could you repeat the group number, please?
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] 26604.
[CUSTOMER][NEUTRAL] 26604 ZIP code [PII]. The phone number [PII], [PII].
[CUSTOMER][NEUTRAL] Female [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And state, [PII].
[CUSTOMER][NEUTRAL] OK, next error, the same.
[AGENT][NEUTRAL] OK, and what does the error say?
[CUSTOMER][NEGATIVE] The same. No user was found with information that was entered. Please try again. If this error proceeds, please contact customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I am going to get this logged with our IT department. Do you have a, what method of communication would you want us to call you back or do you want us to email you?
[CUSTOMER][POSITIVE] Email is fine.
[AGENT][NEUTRAL] OK, and is that the the [PII]?
[CUSTOMER][NEUTRAL] It's better if you send, send it directly to me, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You can copy [PII] if you want, not a problem.
[AGENT][NEUTRAL] And can you spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me get this.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I will get this logged and then we will give you a call back when we um and see what's going on.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK, tell me your name just in case I need to call again.
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]. OK. Thank you, [PII].
[AGENT][POSITIVE] OK, thank you, bye.
[CUSTOMER][NEUTRAL] Bye.