AccountId: 011433970860
ContactId: 88dd59cb-fee1-4a1b-a13a-4f7a440fcd69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205160 ms
Total Talk Time (AGENT): 143370 ms
Total Talk Time (CUSTOMER): 68317 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/88dd59cb-fee1-4a1b-a13a-4f7a440fcd69_20250321T12:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team. How you doing?
[AGENT][POSITIVE] Hey [PII], I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I just have a quick question. I'm trying to help a group admin sign up the online service center online, and she did it herself and she never got the verification code email so I sent, I, you know, went through the steps and sent it and she didn't get it either, so I don't, how can I help her?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what's her group number? Did, did we make sure that her email matches what what we have in line?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. So the um group number is 26874.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me look at her account. Let's see what it, what the status says um it says pending and so she still didn't get it, um.
[AGENT][NEUTRAL] Weird, um, OK.
[AGENT][NEUTRAL] I'm trying to think. Um, did you get her to check her spam?
[CUSTOMER][NEUTRAL] Spam. Mhm. So I asked her to check the spam first cause she said she had already did it and she didn't get it. So then I just went and like went through the steps and sent it to her. She didn't get mine either. So I was like, well, let me see what options I have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Are you on that screen where it get where the verification box um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like, are you at that screen? OK, do you, do you have access to um OSC profile admin?
[CUSTOMER][NEUTRAL] Is that the same as OSC admin? I don't, I don't, OK, yes.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, so if you put the group number and you see the OSC account information over there and it says it's pending.
[CUSTOMER][NEUTRAL] Pending no identify manager that uh.
[AGENT][NEUTRAL] Yeah, do you see on the left side, can you click that plus box?
[CUSTOMER][NEUTRAL] Mhm. Oh.
[AGENT][NEUTRAL] OK, it dropped down now there's a verification code there you can try that one. I don't know since you started it again, you know, since it's sent another one. I don't know if it voids this one so you can try using that one.
[AGENT][NEUTRAL] Um, I don't know if she still has that box pulled up where she can, you can just like email it to her and get her to put it in because it if it works then it'll finish taking her through the process to set up her account but if it says that that's not the right code then uh we might have to research more because I don't know why she wouldn't be getting those emails um unless.
[CUSTOMER][NEUTRAL] Give it to her.
[AGENT][NEUTRAL] Something's blocking it or uh sometimes maybe they take a few minutes to come through so it might be something we have to research a little more and give her a call back on um but I would try that code see if you can send that to her if she still has that box um up then she can enter that in um if not um I guess you could, you would just have to um I guess set the account up for her and I ask her what her user name and and things like that what she would want that to be.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm gonna try to see if she can do it first.
[AGENT][NEUTRAL] Um, but try that.
[AGENT][NEUTRAL] Yeah that's what I would do um but if if not, if that doesn't work, I would just get her call back information um and then you know we might have to research further and see what's going on and why she's not getting those emails.
[CUSTOMER][POSITIVE] Emails. OK, well thank you very much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem, [PII], thank you. You too, bye.
[CUSTOMER][POSITIVE] All right. Have a good day. Bye-bye.