AccountId: 011433970860
ContactId: 90aab3e6-fc40-4ad9-b06b-d14fe791845a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458559 ms
Total Talk Time (AGENT): 182795 ms
Total Talk Time (CUSTOMER): 125806 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/90aab3e6-fc40-4ad9-b06b-d14fe791845a_20250626T14:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I am an account holder. um, I'm the admin on the account. I've logged in before. I've paid the bill. I'm trying to get in right now and it's telling me my account doesn't exist.
[AGENT][NEUTRAL] OK, so I can help you with the online service and you're a group admin?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, I'm definitely sorry about that. So we launched a new website, um, so if you have not used the new website, you'll just click create new OSC.
[AGENT][NEUTRAL] Account, you'll have to
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And use the group option and just follow the prompts.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So I just fill out everything there.
[AGENT][NEUTRAL] Um, because
[AGENT][NEUTRAL] Yes, ma'am, because this one, the new system uses an email address versus like the old one that used the uh username and password. So it's going to sync once you enter the uh email address because it's still the same email.
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you so kindly. I appreciate your, uh, no, it says no username was found with this information, no.
[AGENT][NEUTRAL] Alright, hold on one moment. May I have your group number and your name?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and my group number is 2727036.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] 270
[AGENT][NEUTRAL] 27036. OK, here we go.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I'm in. I just need you to verify the group name, address, and your email address.
[CUSTOMER][NEUTRAL] My, the group name is Medical Consultants of Florida at [PII], and my name is [PII].
[AGENT][NEUTRAL] Yes, ma'am. May I have your email address and the phone number on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then just the phone number, I believe it asks for the phone number on there too. I'm just verifying the information.
[CUSTOMER][NEUTRAL] Oh well, oh, I don't know what phone number you guys have but usually I get about [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Because that's a direct contact for me.
[AGENT][NEUTRAL] See, OK. Hold on one moment. Let me go to where you are.
[AGENT][NEUTRAL] On the site.
[AGENT][NEUTRAL] And see if I can get that error away for you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I must be said.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so in, so can you exit out of what you're on and let's start from the beginning because it's letting me go through, so I don't know what's getting, we'll just go over it together.
[CUSTOMER][NEUTRAL] OK, so I'm gonna go to APL and then I, I get the now you want me to go to to create your OSC account correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I am, I am the group, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I go next, my group number is 2703633442.
[AGENT][NEUTRAL] Just do the um skip, hold on, hold on. Just enter your group number and the email on record.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No error sign up error. No user was found. Let me see something and there and.
[AGENT][NEUTRAL] OK, so then
[AGENT][NEUTRAL] So give me just a moment, we might have the.
[CUSTOMER][NEUTRAL] I don't know my email's right.
[AGENT][NEUTRAL] OK, give me just a minute. So, I'm gonna go over the email that we have because that might be what it is because the group number is the same, 27036. So the email we have on file, [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what I'm putting in.
[AGENT][NEUTRAL] So, and that's what I'm putting in also.
[CUSTOMER][NEUTRAL] It's not letting me in.
[AGENT][NEUTRAL] Right, I'm just trying to figure out what's going on on my end as well because it
[CUSTOMER][NEUTRAL] Yeah, let me, let me try a different web browser. Let me do this. Let me go to APL. I'm gonna go uh go off of pro maybe.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] It doesn't like Chrome. I don't, I, I mean, I don't know.
[AGENT][NEUTRAL] So I'll do this. I'm using Chrome, but it's letting me go through, so I'll just go ahead and make you like a generic password and you can update it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm getting ready to send a code to your email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] Let me know what that code is when you get it.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Contents of [PII].
[AGENT][NEUTRAL] OK, so I just made a generic password, so it's a [PII] M.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Alright, and then I'm obviously gonna change that so hold on let me get a so we just did.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Say the password one more time. I'm sorry.
[AGENT][NEUTRAL] It's OK, [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] An exclamation point.
[CUSTOMER][NEUTRAL] Mm, yeah, and let's see.
[CUSTOMER][NEUTRAL] I wonder what happened on my end why it wasn't letting me.
[AGENT][NEUTRAL] I'm not sure, but it's been, to be honest, it's been acting a little, we've been having issues since it launched, so I don't, I'm not sure if it's the browser, I don't know.
[CUSTOMER][NEUTRAL] Uh, I, I'm in.
[AGENT][NEUTRAL] You're in. All right, so, um, you can just reset your password to whatever you like and um was there anything else I can help you with?
[CUSTOMER][NEUTRAL] How do I, OK, but I have a quite crazy question for you. How do you find the bill? Oh, I see it. I, I found it it's kind of loading up the new website.
[AGENT][NEUTRAL] So you can
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] All right, perfect, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.