AccountId: 011433970860
ContactId: 68d745ca-65cf-4478-9667-f7362a567060
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549260 ms
Total Talk Time (AGENT): 184501 ms
Total Talk Time (CUSTOMER): 145635 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/68d745ca-65cf-4478-9667-f7362a567060_20250613T19:51_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, my name is [PII]. I'm calling on behalf of um one of our client groups, EEC Consulting.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the group number is 17776.
[AGENT][NEUTRAL] OK. And how can I help you?
[CUSTOMER][NEUTRAL] Um, we need some help because um.
[CUSTOMER][NEGATIVE] With the new um OSC site or system um the um primary contact or administrator, she's having trouble.
[CUSTOMER][NEUTRAL] Um, signing up, um, or registering for the new, the new site, I gave her like a we got a flyer with instructions on how to do it which I thought was pretty straightforward um I had provided that to her but it looks like she made an account for herself and not as the administrator.
[AGENT][NEUTRAL] OK, um, do you, and what was your name again? You said [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's my name mhm.
[AGENT][NEUTRAL] OK, and you're with the broker?
[CUSTOMER][NEUTRAL] Yes, [PII] Associates.
[AGENT][NEUTRAL] OK, and what's your callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have the address for the group?
[CUSTOMER][NEUTRAL] Um, the physical address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, oh yeah, um, [PII].
[AGENT][NEUTRAL] OK, and then who um, who were you speaking with um from the group?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] And do you know her email address?
[CUSTOMER][NEUTRAL] She's a CFO.
[CUSTOMER][NEUTRAL] Yeah, let me just make sure here um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Do you want me to send you the user guide for the group to set up the account because it gives it gives step by step instructions.
[CUSTOMER][NEUTRAL] Um, yes, but, um.
[CUSTOMER][NEUTRAL] I don't know, are you able to see what she did and find out like, did she mess up her group?
[CUSTOMER][NEUTRAL] Registration or does she just make the insured which didn't.
[CUSTOMER][NEUTRAL] Impact her group one. I'm just wondering, I'm just hoping she didn't like mess things up and like intertwine both or something I don't know.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] If we've got even, no, it doesn't show she set up a group at all. Um, let me, let me try it and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It might just be a error when she's, cause when she goes to the site, she'll go to create your account, she'll pick group.
[AGENT][NEUTRAL] Let me uh get this entered here.
[CUSTOMER][NEUTRAL] Yeah, I think she picks individual.
[AGENT][NEUTRAL] on record, yeah, the email you provided is the email on record.
[AGENT][NEUTRAL] Let me populate that real quick.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not able to either, so there must be an issue. Um.
[AGENT][NEUTRAL] Now, I do know this, if she created her individual account, let me look and see if she did, and she used that.
[AGENT][NEGATIVE] If she use that email, that's gonna be what the problem is.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] Because you said she has her own personal account too, right?
[CUSTOMER][NEUTRAL] Yeah, that's what I'm thinking that she, she made a personal account one.
[AGENT][NEUTRAL] Yeah, let me see.
[AGENT][NEUTRAL] Because you can't duplicate email addresses so she for some reason use that email address for the personal account it's not gonna let her create the group account because that's what we have on file for the group so let me pull up her name individually.
[CUSTOMER][POSITIVE] Oh great, she probably did.
[AGENT][NEUTRAL] if she did that.
[CUSTOMER][NEUTRAL] Oh gosh, are things so complicated.
[AGENT][NEUTRAL] And if that's the case, you'll need to go in and
[AGENT][NEUTRAL] Uh, she'll have to change that, she'll have to change that email to her personal email, not a work email.
[AGENT][NEUTRAL] But let me pull her up. Just one moment.
[AGENT][NEUTRAL] OK, let's see. I got her, found her policy. Let me get that pulled up. Sorry, it's taking so long.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] C 0
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, no, I don't show she created.
[AGENT][NEUTRAL] That account either so I'm gonna have to put this in for an IT um to look at. Do you, should we, how should we contact her back? Do you want us to contact her back um and speak to her directly that way we can kinda walk her through anything we need to.
[CUSTOMER][POSITIVE] Um, yeah, that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, should we call the number on file [PII] or should we email?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Um, let me see, [PII] is her direct.
[CUSTOMER][NEUTRAL] That's her direct to her desk.
[AGENT][NEUTRAL] That's her direction.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Now it'll probably be Monday um doubt they'll be able to work it today um so more than likely will be Monday, um, but I'll take this information, um, and load the error message, etc. and then we'll give her a call back and see if we can walk her through it successfully.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so someone from the which department should call her back?
[AGENT][NEUTRAL] Um, it'll be from the care team, but we log these with our IT department for them to troubleshoot, but yes, it'll be someone from our care team.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] OK alrighty thank you so much.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][NEUTRAL] And I'm sorry, was your name [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thanks bye bye.