AccountId: 011433970860
ContactId: 2e825605-de58-459e-b2a6-817a116a9d5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345209 ms
Total Talk Time (AGENT): 133936 ms
Total Talk Time (CUSTOMER): 168948 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/2e825605-de58-459e-b2a6-817a116a9d5e_20250624T15:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII]. I'm calling, um, from the brand for the group Food for the Poor.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I'm just trying to assist, um, the group's, um, total rewards manager [PII], um, he's having issues logging in and um accessing his account. Um, I get he was provided, um.
[CUSTOMER][NEUTRAL] Like information to help like create a new password or create a new account um she's having issues with the group number we provided the 2414.
[CUSTOMER][NEGATIVE] Number 24141 number and um it's not working.
[CUSTOMER][NEUTRAL] Um, do you have like another number that we should be providing?
[AGENT][NEUTRAL] OK, let me see if they have, let me pull that you said it was 24141 is what you gave him?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] No, that is.
[AGENT][NEUTRAL] That's the number.
[CUSTOMER][NEUTRAL] OK, hm.
[AGENT][NEUTRAL] And it's not recognizing the group number?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, what email address is he putting in?
[CUSTOMER][NEUTRAL] So, uh, uh,
[CUSTOMER][NEUTRAL] Um, he was putting in, he had a screenshot. Um, so it's [PII].
[AGENT][POSITIVE] OK, that's correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He was, um, so pretty much he reached out because his um employer admin portal um wasn't accepting his credentials, um, like he was essentially logged out.
[CUSTOMER][NEUTRAL] Um, and loss admin access, but
[CUSTOMER][NEUTRAL] Um, I guess the care team responded that um it doesn't accept the original credentials, um.
[CUSTOMER][NEUTRAL] Let me see, and then they try to get him to
[CUSTOMER][NEUTRAL] Uh, you know, regain access, but the
[CUSTOMER][NEGATIVE] Email and group number are giving him issues.
[AGENT][NEUTRAL] And is that all he's putting in is just the group number and the email address nothing else?
[CUSTOMER][NEUTRAL] Um, I think so. Is there another option?
[AGENT][NEUTRAL] Well, it, it asks for a zip code, phone number, city, but right now we're just asking that everything with an asterisk and there's only 2 for him it would be a group number and the email on on record. Those are the only two items he needs to be filling out.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and those are the only two items he he like put it in bold. He asked for that if we can confirm the group number and the email that he should be using, um.
[CUSTOMER][NEUTRAL] Is that the email you guys have on file for him, [PII]?
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um, OK, and then are there like zeros you should be entering before or after that group number?
[AGENT][NEUTRAL] No, what I would suggest is have him clear his cash.
[CUSTOMER][NEUTRAL] OK. Let me see.
[AGENT][NEUTRAL] Have him clear his cash and then try that and see if that works um if not he can certainly reach out to the care team um.
[AGENT][NEUTRAL] I really don't have a whole lot of access for groups. I deal primarily with the brokers, but I would have him clear as cash first.
[AGENT][NEUTRAL] And then if that doesn't work, you know, you can call me back and I can try and help you as much as I can, but really at this point, I don't have a whole lot of access to help you.
[AGENT][NEUTRAL] On the group side.
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, OK, is there someone else that like because he did email the care team directly and CC, um, the broker team on it, so I guess he's still having issues. That's why I'm trying to reach out to see if I can help that, um, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there someone like a direct number that I should reach out for reach out to for something like this instead?
[AGENT][NEUTRAL] Um, I, I would say the care team, but I just went into our admin and it looks like it's pending, so it looks like it may just be stuck. I'm gonna email our IT. I'm gonna do a screenshot of this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And send it to our um IT department and see.
[AGENT][NEUTRAL] If they can tell what the issue is.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the meantime, go ahead and have him clear his cash, just put in those two items and see if it pushes through that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, but anything, mhm.
[AGENT][NEUTRAL] Yeah, I can see he's tried to create an account and it's showing pending right now.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, sort of saying kicks and giggles, kicks and giggles. Let's try and clear the cache first and um.
[CUSTOMER][POSITIVE] Fair. OK. All right.
[AGENT][NEUTRAL] Do those two things and if that absolutely does not work, just call me back and, and I'll get with IT.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, all right, I appreciate it and your name was?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] To be honest.
[CUSTOMER][POSITIVE] [PII], OK, thanks so much. All right, well, we'll try that first, fingers crossed that works. If not, I'll give you a call back.
[AGENT][NEUTRAL] Your
[AGENT][POSITIVE] All right sounds great thank you so much.
[CUSTOMER][POSITIVE] All right, thanks. You too, bye.
[AGENT][NEUTRAL] Bye.