AccountId: 011433970860
ContactId: a1b1f9be-2562-4981-8be6-d1be0184c547
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399350 ms
Total Talk Time (AGENT): 178126 ms
Total Talk Time (CUSTOMER): 114331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a1b1f9be-2562-4981-8be6-d1be0184c547_20250609T16:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] in [PII]. How you doing?
[AGENT][NEUTRAL] I'm fine, Mr. [PII]. How are you doing today?
[CUSTOMER][MIXED] Doing great, doing great, um, we have one of our clients I emailed the home office as well, but she's kind of panicking. She's trying to log into her OSC and I know you're having uh a bunch of issues with it, um.
[CUSTOMER][NEUTRAL] Uh, everything she's punching in is matching what I'm showing in my computer for her. Is there any way I can get you to pull up the group and tell me, um, maybe if you see something different?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, uh, what's the group or group number please?
[CUSTOMER][NEUTRAL] The group number is 25579.
[AGENT][NEUTRAL] And she's trying to do it as an individual or a group.
[CUSTOMER][NEUTRAL] Um, as a group.
[AGENT][NEUTRAL] OK, give me one.
[AGENT][NEUTRAL] Excuse me, I'm so sorry, um, and the group name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is Al Copeland Investments LLC?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And her name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her email address?
[CUSTOMER][NEUTRAL] The email I'm showing because they have a couple accounts with us, but this is the bigger one it's [PII].
[AGENT][NEUTRAL] OK, well, I see something looks off on her email. It looks like the last uh [PII] is another [PII] and maybe that's the reason why I want um.
[AGENT][NEUTRAL] And what is the group, um.
[AGENT][NEUTRAL] City
[AGENT][NEUTRAL] Or mailing address if you have it.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's in [PII].
[AGENT][NEUTRAL] OK, and the zip code?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's what I'm showing, yes, sir, and do you show their phone number?
[CUSTOMER][NEUTRAL] Is that what you have?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, that's what I'm showing as well. I'm wondering if it's because there's an extra dot after the email address, any kind of
[AGENT][NEUTRAL] Different from what we have in the system could affect when I'm trying to set up.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Some water.
[CUSTOMER][NEUTRAL] So should she put the dot or do I need y'all to take the dot off?
[AGENT][NEUTRAL] Uh, I would think we probably take the dot off because it probably creates an issue in the future, you know, if you're just typing out an email address you're used to, you're not gonna think of adding an extra [PII] that's an error, but um.
[CUSTOMER][POSITIVE] Correct. Correct.
[AGENT][NEUTRAL] May need an email.
[AGENT][NEUTRAL] Um, so they can change it in the system.
[AGENT][NEUTRAL] At [PII] with giving us the correct email address and just state that it shows an [PII] and if that can be corrected and then once that is corrected she hopefully wouldn't have any other issues as far as setting up on the online service center.
[CUSTOMER][NEUTRAL] OK, I just actually sent an email to the care team, but I didn't tell them about the.
[CUSTOMER][NEUTRAL] Um, about the dot, so let me see.
[AGENT][NEUTRAL] I wonder if that could be it.
[CUSTOMER][NEUTRAL] I could probably respond to it.
[CUSTOMER][POSITIVE] It's been, it's been uh a hellish week on since this OSC came out.
[AGENT][POSITIVE] Oh my goodness, yes.
[AGENT][NEUTRAL] And I understand anything different, it's like come on and then they have to.
[AGENT][NEGATIVE] Fix it and then refix it.
[AGENT][NEUTRAL] And um I would say also if you can, like you say just send it, if you can make it urgent.
[CUSTOMER][NEUTRAL] Yes, I'm gonna do that and.
[CUSTOMER][MIXED] And the one thing is, um, you know, for some people it's working fine and for some people it's glitching and for different reasons and I'm hoping that this is the issue.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's what I'm hoping because it just.
[AGENT][NEUTRAL] Looks off in the system as far as no one ever has an extra dot after the email address. I'm wondering if that could affect it.
[AGENT][NEGATIVE] Because if the city, state, zip code is correct, then it should have been good to go.
[CUSTOMER][NEUTRAL] And what's crazy is, like, if something's wrong, like they should let us edit it in our computers, or they should let us talk to IT, but they're not letting us speak to the IT people, which is crazy because we could be fixing things in real time instead of going through all these different channels for them to just to do a simple task, you know what I mean?
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And let me um put you on a brief hold real quick and see if there's something to where if they would just need an email or if they can do it over the phone. I don't believe they can, but it never hurts to ask, but um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one quick moment, OK?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You know, agent staff. Goodbye.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well shoot, are they in a meeting?
[AGENT][POSITIVE] Uh, Mr. [PII], thank you so much for holding. It looks like they're in a meeting, so I would say just, uh, if you can just ask them to send a.
[AGENT][NEUTRAL] The email or.
[AGENT][POSITIVE] And I'll notify the email team so they can get it taken care of as soon as possible.
[CUSTOMER][POSITIVE] OK, alright, I will do that. I appreciate your time.
[AGENT][POSITIVE] Uh yes, sir. Thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.