AccountId: 011433970860
ContactId: 67ea2894-39e1-4684-94d9-ff6ecd628d10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 716969 ms
Total Talk Time (AGENT): 207363 ms
Total Talk Time (CUSTOMER): 227623 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/67ea2894-39e1-4684-94d9-ff6ecd628d10_20250327T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], how are you doing today?
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][POSITIVE] I'm good I'm good my name is [PII] and I'm calling from Signature Benefit Plus.
[CUSTOMER][NEGATIVE] I am calling because one of our group is having a little issues to register and they want to confirm the email that it was um everything set up so because they're trying to do forget password and all of that stuff and it kept saying that the email was sent but they cannot receive it or they haven't received it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] Give me one second, I'm gonna tell you right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Or do you have the name of the group maybe?
[CUSTOMER][NEUTRAL] I, I do, I do, it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh wait, this is the case, um, it's going to be Saint Anne Terrace Inc.
[AGENT][NEUTRAL] Saint Anne Terrace, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, I'm trying to see that but I don't find it welcome to.
[CUSTOMER][NEUTRAL] I have here
[AGENT][NEUTRAL] And do you know what email they are putting in?
[AGENT][NEUTRAL] Um, as the
[CUSTOMER][NEUTRAL] It looks like they're putting uh [PII].
[AGENT][POSITIVE] OK perfect that's the one that I have um let me.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Yeah it's looking like there's not a um account created yet. Have they just created an account instead of did a forgot password?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] They they're trying to create the account, but when they put the [PII], it says that it's not correct like that that they send a link, so they're not sure whose email it is uh registered or what email has been sent the registration.
[AGENT][NEUTRAL] Yeah, it, it is the [PII] is who is the main contact on there, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then let me put you on a brief hold real quick and see what else I can find out, OK?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's probably going to her spam. OK.
[AGENT][NEUTRAL] She did.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I'll ask.
[AGENT][NEUTRAL] Are you still there, [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK, I just wanna confirm it's [PII] or just regular?
[AGENT][NEUTRAL] Without the [PII]
[CUSTOMER][NEUTRAL] It is what? I'm sorry?
[AGENT][NEUTRAL] Um, for the email it's [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] Um, let me.
[AGENT][NEUTRAL] like
[AGENT][NEUTRAL] Is it going in have they checked their spam folder or junk email by chance?
[CUSTOMER][NEUTRAL] It looks like.
[CUSTOMER][NEUTRAL] Because she told me um the uh the like the office call and she's like we look into the spam and junk and no, they couldn't find anything so it's D B R 00 K S, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah. Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Would you be able to update it if I give you another email and see if that works?
[AGENT][NEUTRAL] No it it has to match what's in our system, um.
[AGENT][NEUTRAL] Let me see, let me see one other thing, OK?
[CUSTOMER][POSITIVE] OK, perfect. You are on hold.
[AGENT][NEUTRAL] Can I create the account for them so I just go in and use that email like all the information, OK.
[AGENT][POSITIVE] Yes, OK, OK, perfect.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm gonna go in and I'm gonna just create the account for them um I was curious though do you have like their user name that they wanted to use? Um, I'm gonna give them a generic password that they can eventually change but um I can create the user name for them. I just wanted to make sure it's one that they want.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I don't, but give me one second because I can call them really quick and have them on the line. 1 2nd.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me look for that number really quick.
[AGENT][POSITIVE] You're good.
[CUSTOMER][NEUTRAL] And uh what's your name? I'm sorry?
[AGENT][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Hi, may I speak with [PII] please?
[CUSTOMER][NEUTRAL] OK, hold just a moment. Thank you.
[CUSTOMER][NEUTRAL] I'm gonna put you on hold for 1 2nd, OK?
[AGENT][POSITIVE] OK, that's totally fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, can you try [PII]?
[AGENT][NEUTRAL] Oh, hold on a sec.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Would you mind repeating that and then um [PII] [PII] [PII] was the starting one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] One number [PII].
[AGENT][NEUTRAL] OK, OK, let me give that a try. Let me put you on a hold while I create the account, OK?
[CUSTOMER][NEUTRAL] OK, would you need anything else, um, so I can have them on the line or call them back?
[AGENT][NEUTRAL] No, that's the only thing I'll need. Um, I'm gonna create a temporary password for them so that way they can have that, um, and I'm just gonna enter in the information from them that I have in our system which will match what the OSC needs. So, um, just give me probably like a minute or two, but that's all I need.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] Awesome. OK, thank you so much, OK.
[AGENT][NEUTRAL] Of course, yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK perfect. I was able to create that account for them. The email or their username is [PII].
[AGENT][NEUTRAL] And their temporary password is [PII], and then spelled the word today.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] [PII] oh my goodness, my pen is not working. OK, let me write it down on the email for her really quick.
[AGENT][NEGATIVE] Oh no
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Give me one second, it breaks.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so for the for the user name will not be any capital right? capital letter everything is lower case.
[AGENT][NEGATIVE] Correct. No.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, so user name.
[CUSTOMER][NEUTRAL] Will be [PII].
[CUSTOMER][NEUTRAL] Will be [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK perfect so uh OK perfect so I'll reach out to them and let them know and I'll call you guys back. I'll call you guys back if I need anything else, OK?
[AGENT][POSITIVE] OK perfect sounds great thanks [PII].
[CUSTOMER][POSITIVE] OK, you're welcome you have a good day.
[AGENT][NEUTRAL] You as well bye bye.
[CUSTOMER][NEUTRAL] Bye bye.