AccountId: 011433970860
ContactId: 59329c44-fbe8-4940-a434-4146340e24ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 634940 ms
Total Talk Time (AGENT): 188326 ms
Total Talk Time (CUSTOMER): 246128 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/59329c44-fbe8-4940-a434-4146340e24ef_20250306T20:24_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] Um, my name is [PII]. I'm with [PII], um, and I'm trying to log in.
[CUSTOMER][NEUTRAL] I guess I don't know if it's for the first time or if I did create an account and now I can't get into it um I don't I think I have COVID brain but um I, I need to.
[AGENT][POSITIVE] Oh bless your heart.
[CUSTOMER][NEUTRAL] I think I need to log into my account.
[AGENT][NEUTRAL] I had COVID a couple of weeks ago too, so I understand.
[CUSTOMER][NEUTRAL] It's, it's been crazy, um.
[AGENT][NEUTRAL] Um, the
[AGENT][NEGATIVE] This last time I mean it knocked me down.
[CUSTOMER][NEGATIVE] Yes, everybody's been saying this, like, I have a co-worker who had it 6 times. And she has it again, and she, like, it was never like this for her. She really just knocked her out and she was out of commission. So I guess it's like different for everybody each time.
[AGENT][NEGATIVE] I reckon so. The first time I had it, you know, during the COVID pandemic or whatever, it was like, you know, I was sick a couple of days, but wasn't that, I mean, I didn't feel good, of course, but, you know, but this time it's like if I sat down, there was no way I was getting back up.
[CUSTOMER][NEUTRAL] That's like that's how she was.
[AGENT][NEGATIVE] Just couldn't do it.
[CUSTOMER][NEGATIVE] I had it back when it first came out, and I lost my taste buds for 3 years and my sense of smell.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] 3 years. Oh my goodness.
[CUSTOMER][NEUTRAL] 3 years.
[AGENT][NEGATIVE] Hm. Oh, that's misery.
[CUSTOMER][NEUTRAL] Yeah, so it's
[CUSTOMER][NEUTRAL] Oh yeah. Yeah, yeah. Cause you think you'd lose weight, but actually you keep trying everything to try to be able to see if you could taste it.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I would too.
[CUSTOMER][NEUTRAL] That if you're already a chunky, you know.
[AGENT][POSITIVE] I'm right there with you.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, I have a group number, um, if, if that'll help 26764.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, my computer 26764.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what's the name of the group?
[CUSTOMER][NEUTRAL] Um, I don't know what Dean services.
[AGENT][NEUTRAL] Thank you. And do you have their address? Can we verify that, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right, thank you. And what did you say your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I thought so. And what is a good callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then if you don't mind just verifying that email address that you have with the group.
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][POSITIVE] Perfect
[AGENT][NEUTRAL] Alright, let me get that so you're trying to log into the portal.
[AGENT][NEUTRAL] So there has not been an account set up yet.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so I wanna say that when I did it, um, so I'm, I'm choosing, I'm an employer or a group who offers blah blah blah, um, right, and so when I, I wanna say when I did it 267, I'm gonna do it right now while you're on the phone, it it wasn't taking it and I think it has something to do with the zip code, but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it [PII].
[AGENT][NEUTRAL] When you get to the zip code, we have [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, that's why I put OK email and record.
[CUSTOMER][NEUTRAL] It be me.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, it says every when I hit all the information it says oops seems to be a problem. No user was found with the information. um, please contact, so OK, I'm trying to create a new log in.
[AGENT][NEUTRAL] And [PII]
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I wonder if it's picking up your.
[AGENT][NEUTRAL] Try the physical address zip code.
[AGENT][NEUTRAL] Because we have the [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, let me try that [PII], yes, she [PII]. Give me just a 2nd. [PII] is what you said and could the phone number be a reason?
[AGENT][NEUTRAL] We have the [PII]. I'm sorry, [PII] try that one and which we've got the [PII] let me try that again. I'm sorry [PII].
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] OK, is that gonna make a difference because the phone number that we that at our location is different.
[AGENT][NEUTRAL] That's just the one we have for the group.
[CUSTOMER][NEUTRAL] OK, let me see what it is.
[AGENT][NEUTRAL] Hang on just a second, let me see if I can see what's going on.
[CUSTOMER][NEUTRAL] There's no user was found. OK, let me try 504.
[CUSTOMER][NEUTRAL] What was the, the rest?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 3,673,100.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No user was found, but I'm in the in the section to create a user coming back from.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In there somewhere. Yeah, in the truck. Yeah.
[CUSTOMER][NEUTRAL] I mean, I say yeah, but [PII] is usually is the one that.
[CUSTOMER][NEUTRAL] Yep, if he's not here I say yeah.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, you are fine. I'm just seeing if.
[AGENT][NEUTRAL] And you are in [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm trying to hang up.
[CUSTOMER][NEUTRAL] And you know we're talking about COVID. My, my good friend's grandbaby just got airlifted. She had COVID and RSV at the same time and they can't get her oxygen up. It's just crazy with these little ones.
[AGENT][NEGATIVE] Oh, that is so sad.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, check, check your email for an APL service center verification code.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not yet.
[AGENT][NEGATIVE] That's so sad.
[AGENT][NEGATIVE] I shouldn't, maybe shouldn't get sick.
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][NEUTRAL] You haven't received it yet?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And what, what, um, browser are you using? Google Chrome, Edge, Safari?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I use Chrome and Safari.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you cleared out your um browsing history?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, where do I go to do that browsing that daily browsing.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Hey hun.
[CUSTOMER][NEUTRAL] 797-07 I'm gonna try the 5043 was it 371,000.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Yes, 504-367. 0, wait.
[AGENT][NEUTRAL] 5,043,673,100
[CUSTOMER][NEUTRAL] I think I'd know that by heart, but.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and you do have our city is being missing.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Did you get that verification code?
[CUSTOMER][NEUTRAL] Not yet.
[CUSTOMER][NEUTRAL] What's the state to [PII].
[CUSTOMER][NEUTRAL] So user phone. I'm trying to create a new user. I'm not trying to.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It was saying that the information is not found. Sounds like there's an issue. You know what I'm gonna do if it's all right with you, Miss [PII], I can send an email to our IT department.
[AGENT][NEUTRAL] Um, to our support department and they can give you a call back and.
[CUSTOMER][POSITIVE] OK, that'll be good.
[AGENT][NEUTRAL] And I'll just ask him to call you back ASAP. How about that?
[CUSTOMER][POSITIVE] OK. That'll be good.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] No, ma'am, I appreciate your help.
[AGENT][POSITIVE] Well, I hope you and everybody gets to feeling better.
[CUSTOMER][POSITIVE] Thank you you have a good day.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye