AccountId: 011433970860
ContactId: 1ca47d0a-d208-45c1-8b16-e4af2a08ff54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205059 ms
Total Talk Time (AGENT): 82224 ms
Total Talk Time (CUSTOMER): 103913 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/1ca47d0a-d208-45c1-8b16-e4af2a08ff54_20250616T18:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. How are you doing? This is [PII] from claims.
[AGENT][NEUTRAL] Hello. Hey, how are you doing?
[CUSTOMER][NEUTRAL] Good, and yourself?
[AGENT][POSITIVE] I'm doing good.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Happy Monday.
[AGENT][POSITIVE] Happy Monday to you too. How are you doing good?
[CUSTOMER][NEUTRAL] I'm doing well thank you very much um and I have, I have a group number 16429 on the line with problems trying to create the account online.
[AGENT][NEUTRAL] What's going on?
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they speak Spanish as well?
[CUSTOMER][NEUTRAL] They do.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so let me.
[CUSTOMER][NEUTRAL] Alright, here's the thing, uh, the person who's calling apparently she's the one in charge of making payments now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] However, apparently there was another person who used to do that and create the account before and she was trying to register.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] The person [PII] on file is the old person?
[CUSTOMER][NEUTRAL] I believe so. I believe so. Here's the thing, apparently this person is no longer in the company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they're trying to register a new email to make the payments.
[AGENT][NEUTRAL] So they're not gonna be able to, they need to send an email to care team.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With the new group, with the new group admin's name, email, and phone number?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Along with anyone else that needs to be updated that that needs to have access to the group. And then once we update the new group admin's email, that's the email address that they would use to create an account, but they're trying to create an account with the email that's not in the system yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's, that's what I told her that apparently, I mean of course if she's trying to use another email that is not the one that we have a record before it will be.
[CUSTOMER][NEGATIVE] Clearly impossible not to be able to, to register, you know.
[CUSTOMER][POSITIVE] So that's why I was calling you to see if there was something that we can do about it, but of course it's uh the email works perfectly. The information on the the new administrator and whoever they wanna put as well along with the administrators, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then we'll update the list and then once they get the confirmation that the email, the information has been updated, then they can go in and try to um create the account.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] To create the account. OK, OK, so we, we, we sent it back and then, um, well, we send another email saying that, OK, the information has been updated. You're more than welcome to go and make the account out, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It'll just say like the request has been completed and then they'll know to go in and they can um, you know, create it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you. All right, thank you very much, [PII].
[CUSTOMER][POSITIVE] Have a good weekend. I mean, good afternoon this weekend.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Have a good week.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Alright, bye bye.