AccountId: 011433970860
ContactId: 4853da40-8939-43c8-b7a1-d467c9a58e14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 550260 ms
Total Talk Time (AGENT): 80016 ms
Total Talk Time (CUSTOMER): 128688 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/4853da40-8939-43c8-b7a1-d467c9a58e14_20250619T21:27_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. Um, I'm calling from Paramount Consulting and Engineering, and our group number is 17886.
[CUSTOMER][NEUTRAL] Um, my manager was trying to add me to the uh account and she says she cannot add me because a record already exists.
[CUSTOMER][NEGATIVE] Uh, but, but when I go through the process of, uh, logging in, um, it, it doesn't allow me to make my, uh, I don't know if I'm doing something wrong.
[CUSTOMER][NEGATIVE] Because I'm the one who does the, the payments and um and that's what I use the account for to make the payments and I'm unable to do it now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's something you can verify with me?
[AGENT][NEUTRAL] Uh yes, let me pull up your uh group number. Uh let me see.
[AGENT][NEUTRAL] OK, and then, so it looks like, let me see.
[AGENT][NEUTRAL] OK, so she adds you as you.
[CUSTOMER][NEUTRAL] I mean, I try to sign up
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, yes, go ahead. I'm sorry.
[AGENT][NEUTRAL] Um, she added you as a user, is that what you said?
[CUSTOMER][NEUTRAL] She, yes, and uh apparently as she attempted to add me, it already exists because I come from the old signing.
[CUSTOMER][NEUTRAL] And then when I go through the process of uh registering it to the, what is it, what do they call it OSC OSC uh
[CUSTOMER][NEUTRAL] I try to, I try to create group.
[CUSTOMER][NEUTRAL] I click next.
[CUSTOMER][NEUTRAL] I entered the information required for the employer group account.
[CUSTOMER][NEGATIVE] And then I get an error. No user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] OK, um, give me just a moment. Let me pull up the guide.
[AGENT][NEUTRAL] OK, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so sorry about that. And what was your first and last name?
[CUSTOMER][NEUTRAL] [PII] Last [PII]
[AGENT][NEUTRAL] And then so she went into the system and added your first and last name and then your email address because that's what she has to OK, what's your email address?
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Let me get a little help getting in our health chat real quick if you'll just wait with me just one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so when you're at the, I'm wondering if, let me see, let me check else real quick, um.
[CUSTOMER][NEUTRAL] How, how about the uh selecting a role.
[AGENT][NEUTRAL] OK, and then you picked group.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And then when you enter the group number.
[CUSTOMER][NEUTRAL] Then I enter the group number.
[AGENT][NEUTRAL] And then just your email um what do you, what happens next?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Is is that the only thing that's required group and.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEGATIVE] Error. No user was found with the information that was entered. Please try again.
[CUSTOMER][NEUTRAL] 17886 and my email address, email on record.
[AGENT][NEUTRAL] Um, [PII], what's your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Would you be calling me today or because here it's time basically to go um.
[CUSTOMER][NEUTRAL] Should I call back tomorrow morning?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, yes, um, uh, I can call you back tomorrow morning. What's a good time tomorrow morning?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see, uh, I will say after we're on Eastern time.
[CUSTOMER][NEUTRAL] Around [PII] if that is OK with you?
[AGENT][NEUTRAL] OK, [PII] Eastern. OK.
[CUSTOMER][NEUTRAL] [PII] my time?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll find out what the next steps are and then I'll give you a call back, OK?
[CUSTOMER][POSITIVE] OK, perfect. Thank you for your assistance. Bye bye now.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye bye.