AccountId: 011433970860
ContactId: 2667dcb2-d50b-4d6e-b083-efe2efa4f90b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 660750 ms
Total Talk Time (AGENT): 248579 ms
Total Talk Time (CUSTOMER): 285100 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/2667dcb2-d50b-4d6e-b083-efe2efa4f90b_20250612T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi good afternoon I was calling for for some assistance with accessing the um online service account. I cannot um get logged in.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, and I do apologize for the confusion regarding that so our website did undergo quite a big change as of last week um and with that change all users are now having to create new logins so you would go to create a new account, uh, be all the same information the only difference would be that uh there would be no user name you would just sign in with the email after creating the new log in.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, when it asked to create, I, I did figure I'm like, well, let me try doing that so I decided to go ahead and try putting in the information. Um, we're a group, so I, I have a group number also, but it wasn't sending the link or I mean it wasn't sending over the um confirmation so give me one moment. I can do that right now really quick 86.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, uh, you weren't getting an error or anything though, were you like it went it.
[CUSTOMER][NEGATIVE] I was getting an error, yeah, and an error occurred. If this error persists, please contact customer service.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, in that case this is going to sound really funny um but somebody figured out, um, if you only fill out the fields that have the asterisk and leave the other fields blank so I believe that would just be the group number and the email associated with the group.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK all right so let me remove those then, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I know that sounds funny but that's been working for a lot of people.
[CUSTOMER][NEUTRAL] OK, all right, let's try this, um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I got you.
[CUSTOMER][NEUTRAL] Alright, let me go in.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, so let's do group.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so then it sends me to send verification code um it doesn't, I mean I'm clicking on it but it doesn't let me it doesn't say that the verification code has been sent, it's just.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] I have my cursor over it. I click on it and nothing else happens.
[AGENT][NEUTRAL] OK, so you did, uh, again enter the email and, uh, email address into that top box, OK, um, so that's fine, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just the email address I did put in oh you know what, maybe I hold on, I probably.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Create group.
[CUSTOMER][NEUTRAL] OK, no, the group number is does have the um asterisk next to it, so that is a required field and I thought maybe that wasn't a required, but it is. 13286.
[CUSTOMER][NEUTRAL] OK, continue.
[CUSTOMER][NEUTRAL] All right, so yeah, so I'm still, um, now it takes me to the um send verification code uh again I put my cursor over it. I click but nothing else happens.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, um, when you are, did you, OK, and I'm sorry, so you are going to stay on that screen. You are completely good with the rest. You don't have to fill any of that other stuff out that top box you would put that email address back in there, um, and then click the send and you did that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Did you check the inbox to see if anything has been received?
[CUSTOMER][NEUTRAL] Yes, yep, I've checked my inbox on it and um I don't haven't received anything now there were multiple users on the account so let me try I'll try to create it with the generic HR one maybe that was used, but normally when I reconcile I use my email.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Sure, so I will say um whatever information you entered whatever email address you entered to get you this far is the correct information um if you had, yeah, if you entered anything else that's when it would have given you that error um because it does have to match what we have in our system so let's do this um I'm going to go ahead and get the that information pulled up and see if I can't do it along with you, see if we can figure it out um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what was that group number please?
[CUSTOMER][NEUTRAL] It's 13286.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is uh Desoto Memorial Hospital.
[CUSTOMER][POSITIVE] Yes, that's correct mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty there you are um are you able to verify the address for the business please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Awesome thank you for that. OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, so it is your email, your first initial last name [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Complete account set up. Let's see, give me just a moment.
[AGENT][NEUTRAL] OK, [PII]o now go ahead and check so it might be the browser that you're using [PII] because I did enter that um and then a box pops up asking for the verification code now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] So it very well might be the browser.
[CUSTOMER][NEUTRAL] OK, so I'm using Microsoft, so I did receive, did you just send that code over to me?
[AGENT][NEUTRAL] I did yes I just wanted to see if it would work and I guess it did um so let's see I can continue getting this set up for you if you'd like um or if you wanted to try I will say um Google Chrome uh is going to be the best browser to use with this if you're able to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I can do that. I'd have to get onto a different desktop in order to do so because the one I'm on, it's been deactivated, um, because we normally now use Microsoft, so, um, let me see.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Do you want to stay on the line while I attempt to do that or do you think it's going to, I do you think I should be OK? OK, um, give me one moment let me transfer you over to a different extension so I can jump on a different desktop. Thank you.
[AGENT][NEUTRAL] We can yeah, whatever you prefer.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] No worries, of course.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK, so I'm in Chrome now, um, so I'm gonna go ahead and do I need to go ahead and set up uh like create an account again?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, so let me check that out.
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] OK, so it's still doing the same thing and I'm on the Chrome browser now.
[AGENT][NEUTRAL] That's odd. Um, it's so when you go to click, uh, send, you're not getting another box pop up for the verification code?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] No, nope, nope, it's just um it takes me to uh the screen that says send the verification code and I'm clicking on it but nothing else happens and normally I mean you can tell if it's you know if it the verification has been sent but I don't I don't receive anything and it just doesn't look like the it's accepting the the click.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] That is so strange.
[AGENT][NEUTRAL] I wonder if uh are you currently at your workplace? I wonder if it's like a firewall or something that they have set up that's preventing that.
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Um, it's a possibility we do have a pretty, um, secure firewall, so that might be something that, um, it, it may be enabling it.
[AGENT][NEUTRAL] Maybe because I don't, but like I got that so I don't see any reason why you shouldn't um OK so from this point you have a couple of different options um you can wait and try setting this up, of course, you know, maybe outside of the facility on a different network to see if it will work that way.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, um, actually I do, yeah, OK.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I think I I should be able to. I have a one I have another laptop here that we use for um that gives me a bit more access, so let me see.
[AGENT][NEUTRAL] You know, you can also um do you have an iPhone by chance?
[CUSTOMER][NEUTRAL] I do. Oh, and I could, yeah, do it that way, OK.
[AGENT][NEUTRAL] OK, you can try it on there um we've noticed with um I think really the biggest hiccups we have with mobile devices is with actual claim submission um however I think with setting up if you use Safari um it should work and maybe just use your phone's uh data instead of the Wi Fi.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I will try that. I will try doing that and if there's any, if I can't get in, then I will call back. Oh no, that's OK. No, that's all right. OK, well thank you so much for your help. Yeah, OK, you too bye bye.
[AGENT][NEUTRAL] OK, I'm sure sorry you're having trouble.
[AGENT][POSITIVE] Yes definitely alright well thanks for giving us a call of course have a great rest of your day.
[AGENT][POSITIVE] Thanks bye bye.