AccountId: 011433970860
ContactId: 8c997a2d-9bd9-4377-a375-3d8b37b2c18a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378239 ms
Total Talk Time (AGENT): 103324 ms
Total Talk Time (CUSTOMER): 149599 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8c997a2d-9bd9-4377-a375-3d8b37b2c18a_20250625T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I'm trying to set up what is it the online account and I get an error.
[CUSTOMER][NEUTRAL] Says no use of Pardon?
[AGENT][NEUTRAL] OK, alright, is it
[AGENT][NEUTRAL] For yourself or are you with the group?
[CUSTOMER][NEUTRAL] Group.
[AGENT][NEUTRAL] OK, your group number?
[CUSTOMER][NEUTRAL] It is 69758.
[AGENT][NEUTRAL] OK. Could I get your name?
[CUSTOMER][NEUTRAL] [PII] H.
[AGENT][NEUTRAL] And last name?
[CUSTOMER][NEUTRAL] [PII] A.
[AGENT][NEUTRAL] OK, and then what was your group name?
[CUSTOMER][NEUTRAL] It is Daniel's Memorial Hospital.
[AGENT][NEUTRAL] OK, and then the address for the group.
[CUSTOMER][NEUTRAL] Uh, the physical is [PII].
[AGENT][NEUTRAL] OK, and then what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, uh, so are you at [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then you'll go to create your OSC account.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And group
[CUSTOMER][NEUTRAL] You want me to start over?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Let me start over so hit group next group numbers in there.
[AGENT][NEUTRAL] And you just need to
[AGENT][NEUTRAL] Yeah, all we need is the group number and the email on record.
[CUSTOMER][NEUTRAL] Oh, you don't have to put all that other stuff in there?
[AGENT][NEUTRAL] No, just the asterisks.
[CUSTOMER][NEUTRAL] OK, let me try this.
[CUSTOMER][NEUTRAL] Oh maybe I got somewhere when I took all that other out I don't know. OK, now I need a new password confirmed password, right?
[AGENT][NEUTRAL] Um, well, actually, no, you'll, you'll enter the email address and then send verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, did that, right.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Wait for your verification code. It might take just a few moments.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I think that's it. Let's see so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then you'll create the new password.
[CUSTOMER][NEUTRAL] Says email verified oh now I put in the new password?
[AGENT][NEUTRAL] Yes, uh, new password confirm new password. That's all you need to put you don't need to put your display name or given name or surname.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, so I put in new password OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, I agree.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Your account has been successfully created. Go to dashboard.
[AGENT][NEUTRAL] OK, so it's going to ask you to log in again with your email and password you created. It's gonna ask to send another verification code, um, so once you receive that, if you'll through it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Mm, well, OK, come on.
[AGENT][NEUTRAL] Uh, it might take a moment.
[CUSTOMER][NEGATIVE] It's taking a long time.
[CUSTOMER][NEUTRAL] Oh here finally. OK, so let me put that in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I'm in.
[AGENT][NEUTRAL] OK, and then if you're wanting to look for like invoicing you'll go to my group and they'll be group details invoicing and employees.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let's see, OK, my group.
[CUSTOMER][NEUTRAL] Why am I not getting anything?
[AGENT][NEUTRAL] It might take a moment to load.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That's a long time.
[CUSTOMER][NEUTRAL] Oh finally I have to say the words and then it shows up. OK, so now invoicing is what I need.
[CUSTOMER][NEUTRAL] OK, and that must be the one I'm needing right there.
[CUSTOMER][NEUTRAL] I'm able to find the invoice you're looking for if there's an error please contact customer service.
[AGENT][NEUTRAL] Well, it's so we're having trouble with our PDF invoices right now, so you won't be able to see the invoice. It should populate the amount though. I can send you the invoice um to your email address.
[CUSTOMER][NEUTRAL] Could you? Because it's, yeah, it's like it's not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It won't do it.
[AGENT][NEUTRAL] OK, yes, I'll send that over, um, just give me a few minutes and is this for your June or July?
[CUSTOMER][NEUTRAL] Uh, July.
[AGENT][NEUTRAL] Why, OK. OK, I'll get that sent your way.
[CUSTOMER][NEUTRAL] Yeah, it's actually I says the invoice number but and the amount but I can't get it.
[AGENT][POSITIVE] OK, yes, I'll send that over. Uh just give me a few minutes, and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][NEUTRAL] OK, well, thanks for calling APL.
[CUSTOMER][POSITIVE] So thank you very much.
[AGENT][POSITIVE] Thank you. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yes bye bye.