AccountId: 011433970860
ContactId: adcaa8b7-1e64-4765-ac48-70002dd7edef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 546659 ms
Total Talk Time (AGENT): 92396 ms
Total Talk Time (CUSTOMER): 329179 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/adcaa8b7-1e64-4765-ac48-70002dd7edef_20250623T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII] calling from uh I Physicians of Florida. I'm a client of yours, and I have issues logging in into the new portal. Um, I would say both to do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Log in last month, but.
[CUSTOMER][NEGATIVE] Now I put forget password because my password doesn't work and it's uh.
[CUSTOMER][NEUTRAL] He's telling me to verify the email. I verify and it's like I continue and circle back to verify and verify and verify so.
[CUSTOMER][NEUTRAL] It was uh yeah.
[AGENT][NEUTRAL] You have your group number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Uh, your group number?
[CUSTOMER][NEUTRAL] Well, what was
[CUSTOMER][NEUTRAL] Um, yeah, let me pull that for you.
[AGENT][NEUTRAL] Are you calling on behalf of the group or is it for yourself?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the group, yeah, yeah.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 18,490.
[AGENT][NEUTRAL] OK, what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and can you verify the address for your group?
[CUSTOMER][NEUTRAL] So yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so we have recently upgraded our website, so you're gonna have to recreate your account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I did that last month.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Um, it wasn't available.
[CUSTOMER][NEUTRAL] And even though I do that again.
[AGENT][NEUTRAL] What day did you do it last month?
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] I think it was at the beginning of uh of June.
[CUSTOMER][NEUTRAL] I'll, I'll do it again, but honestly, I tried that also.
[CUSTOMER][NEUTRAL] And it just circle back to
[CUSTOMER][NEUTRAL] OK, this error, we could not create a new account with this information. Reach out to the group and then to be invited to the account. If this error persists, contact this phone number.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK, and uh can you verify your email address?
[CUSTOMER][NEUTRAL] Because I paid my, I paid my bill.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] L L E T at Eye.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh let me check something.
[CUSTOMER][NEUTRAL] Because I was able to pay the bills, so I was able to log in. For a second I was like, my [PII], did I register? Did I even pay my bills for June.
[CUSTOMER][NEUTRAL] And then I guess I, I'm sure I did. I mean, I know I did.
[CUSTOMER][NEGATIVE] I had, I had similar problem last month, so, or whenever I went in.
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] Um, but you were able to get in and pay it. Is that correct?
[CUSTOMER][NEUTRAL] Eventually, yeah, eventually.
[CUSTOMER][NEUTRAL] Just like continue next, next, next, uh.
[CUSTOMER][NEUTRAL] Do this, do that, and we'll put work, so, kind of thing, you know, like, I don't know how and what, but.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEGATIVE] It sucks.
[CUSTOMER][NEUTRAL] I wish I
[CUSTOMER][NEUTRAL] It doesn't say that I, I don't exist because I do get an email with a verification code.
[CUSTOMER][NEGATIVE] But when I enter a verification code, it, it just puts me in the loop like.
[CUSTOMER][NEUTRAL] You know, I put it in, say, all right, we, we found you, you can you validate the.
[CUSTOMER][NEUTRAL] The, the, the um the address.
[CUSTOMER][NEUTRAL] And then I press continue and I do, but then
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Are you using Edge or Chrome?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, this is [PII]'s.
[AGENT][NEUTRAL] OK, do you know how to clear your browsing history?
[CUSTOMER][NEGATIVE] Oh no, are we gonna do with this shit? No, OK, sorry.
[CUSTOMER][NEGATIVE] That's, that's the worst. No, I hate hearing that.
[CUSTOMER][NEUTRAL] Yeah, OK. I'm gonna try that.
[AGENT][NEUTRAL] I, I was gonna suggest that and then trying to do forgot. I've got you active in our system, so I'm trying to
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I did check out password. That's why I go into a circle, like it keeps like.
[CUSTOMER][NEUTRAL] You know, it keeps going, like giving me a verification code, like, yeah, OK. And then back to
[CUSTOMER][NEGATIVE] It back to the page of verification code. It does not allow me to set up a new password or nothing.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEGATIVE] I don't like your website guide.
[CUSTOMER][POSITIVE] I never had issues. I know you had no choice.
[CUSTOMER][NEUTRAL] To do that. All right, let me try again and again and again.
[CUSTOMER][NEUTRAL] I'll clear my cookies.
[CUSTOMER][NEUTRAL] Mhm, log in. Let me just go forget fast running right away.
[CUSTOMER][NEUTRAL] And verification so.
[CUSTOMER][NEGATIVE] They locked me out.
[CUSTOMER][NEUTRAL] Logging out of everything.
[CUSTOMER][POSITIVE] Cool. OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's the old one.
[CUSTOMER][NEUTRAL] Waiting for the new one.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] It's Monday. I had to reboot my computer 3 times this morning.
[AGENT][NEUTRAL] Gosh.
[CUSTOMER][NEUTRAL] You know, one of those days.
[CUSTOMER][NEUTRAL] Oh [PII], [PII]. You just got, you just gotta laugh because seriously, right? What can you do, right? Alright. So email address verified, you can now continue. So I have an option to say change email or continue, I would say continue.
[AGENT][NEUTRAL] Totally
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, now it's giving me a new password.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It working out, yeah, it's really, it's weird cause it's real sensitive about the browsing data and making sure that the cookies are cleared and the cache is cleared, um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, where are you able to create a new password?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm, I'm trying. I see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says it's not matching, but I cannot, you know, click the to view, right? It's just bullets, bullets, bullets. I can't verify. The same thing, what the.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, any, OK, I'm tripping.
[CUSTOMER][NEUTRAL] Welcome to right now log in.
[CUSTOMER][NEUTRAL] Oh, have [PII] please.
[AGENT][NEUTRAL] It'll ask for one more verification.
[CUSTOMER][NEUTRAL] Just one whole
[CUSTOMER][NEUTRAL] Uh, oh man, OK.
[CUSTOMER][NEUTRAL] The last one, you're sure about that? No, I'm joking.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, that's
[AGENT][NEUTRAL] For this transaction.
[CUSTOMER][NEUTRAL] For this, OK, OK. Oh [PII].
[CUSTOMER][NEUTRAL] Let me change my password and my password management.
[CUSTOMER][NEUTRAL] I get the email.
[CUSTOMER][POSITIVE] That's the best thing, right? Like a password management system or an app.
[CUSTOMER][POSITIVE] Best thing ever.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, definitely. So hard memorizing all these things and keeping track when they change.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] It's impossible.
[CUSTOMER][NEGATIVE] It's impossible.
[CUSTOMER][NEUTRAL] OK, email address.
[CUSTOMER][POSITIVE] Yay. All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], we have landed. OK.
[AGENT][NEUTRAL] Uh yeah, in the future if you do get caught in that loop, try that and see if that works because yeah, clearing out that data, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Cookies. Mhm.
[CUSTOMER][NEUTRAL] Alright, alright, alright, I'll put that as a note in my, uh, my password management.
[CUSTOMER][NEUTRAL] But that way maybe I can like.
[CUSTOMER][NEUTRAL] Avoid complicating things unnecessarily.
[CUSTOMER][POSITIVE] All right. Well, thank, thank you so much. I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, have a great day and thanks for calling.
[CUSTOMER][POSITIVE] All right. Have a good one. Thanks.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah, bye-bye.