AccountId: 011433970860
ContactId: 83a3b659-76af-4fe5-8969-e3d0b5bcd145
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185880 ms
Total Talk Time (AGENT): 56882 ms
Total Talk Time (CUSTOMER): 79965 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/83a3b659-76af-4fe5-8969-e3d0b5bcd145_20250210T19:43_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Health Bridge Medical. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEGATIVE] 00, so I'm having a little problem getting set up on the online service center.
[CUSTOMER][NEUTRAL] Um, trying to get logged in to add, uh, I'm an administrator, uh, we're new to APL, but when I follow the instructions, um, apparently I guess the phone number, which I don't know who set it up, set it up with a phone number I'm not familiar with.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I don't know how to get this corrected so I can get access.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so we need to look at the group then it sounds like do you have the group number?
[CUSTOMER][NEUTRAL] Yes, the group number is 26885.
[AGENT][NEUTRAL] Alright, OK, let me pull that up.
[AGENT][NEUTRAL] And are you able to verify the uh group name?
[CUSTOMER][NEUTRAL] Yes, Health Bridge Medical.
[AGENT][POSITIVE] Thank you for that.
[AGENT][POSITIVE] OK, so I can give you the phone number that's in here if that'll help.
[CUSTOMER][NEUTRAL] OK. And what is that?
[AGENT][NEUTRAL] So the number I show is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 0870.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me try that.
[AGENT][NEUTRAL] And it doesn't show any extension or anything. We can try that, see if maybe that'll help.
[CUSTOMER][POSITIVE] OK perfect let me see, let me try this, see if that will get me where I need to go.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] That that got me to the next to the next place. So then it says thank for verification code has been sent to the email, so now I'm just waiting for my for the email. I think, I think I might be good hopefully.
[CUSTOMER][NEUTRAL] Crossing fingers.
[AGENT][NEUTRAL] I hear you. I mean, Monday is Monday for me, so it's OK.
[CUSTOMER][NEUTRAL] Crossing fingers.
[CUSTOMER][NEUTRAL] Yeah, yeah, perfect. OK, so we've got this. So where is, oh, that's a heck of a verification code you guys provide.
[CUSTOMER][NEUTRAL] Let's try that.
[CUSTOMER][POSITIVE] OK, perfect. So then I just need to set them up. OK, I think I can take it from here. I just need to get with how to get past that. So, OK, perfect. I think we're good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] All right, sounds good.
[CUSTOMER][POSITIVE] All right. Thank you so much. Thank you so much. You have a great day.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.