AccountId: 011433970860
ContactId: 1a6ee37e-ccc6-4a7c-a3e5-2f5ed3b1bdfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351220 ms
Total Talk Time (AGENT): 116021 ms
Total Talk Time (CUSTOMER): 66524 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/1a6ee37e-ccc6-4a7c-a3e5-2f5ed3b1bdfc_20250618T16:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi [PII], I'm trying to get on to the new website to enroll a person, and it's not allowing me to. It keeps looping. I try to log in with my current email and password, and it's saying, um, it gives me, it, it sends me a verification code and then I try to verify it I verify the code and then it it just loops me around of um sending more codes out, so I don't know what's going on.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Um what is your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII] you said?
[AGENT][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Sorry? Can you hear me?
[AGENT][NEUTRAL] Did, yes, um, did you say [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, [PII] [PII]
[AGENT][NEUTRAL] OK, um, let me put you on a brief hold, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] It was sending multiple verification codes, yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, so it looks like this might be an issue that um we have been experiencing for some members if you could send me an email with the verification code that you received like have them as attachments, um, and then just your, I'm, I'm guessing the email that you'll be sending it to will be the email that you're using for your login is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I have a user ID too so from the old system and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, the user, yeah, the, the user ID is unfortunately null and void, so it's no longer effective, but if you could send those multiple emails that you received in an email, I'm gonna pass that along to IT and see if we can get that resolved for you. But in the meantime if there's anything that you need to get done, whether it's adding an employee, terminating employee, getting an ID card, OK, yeah, um, what, what do you need and we can help you with that and send it to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I need to enroll. Do I just, do you want me to just fill out the Excel spreadsheet and send it in?
[AGENT][POSITIVE] Yeah, that would be great and we can get that taken care of for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. Um thank you so much.
[AGENT][NEUTRAL] Absolutely and if you send um those error messages that you're or the verification codes um to me personally I can send that to IT and that way we can get completed um my email is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it. I'll be sending it over to you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK awesome thank you [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.