AccountId: 011433970860
ContactId: c46ad9c9-d9c9-43c8-a69f-f663c9abfb93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286119 ms
Total Talk Time (AGENT): 64133 ms
Total Talk Time (CUSTOMER): 159697 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c46ad9c9-d9c9-43c8-a69f-f663c9abfb93_20250603T21:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi, this is [PII] with Spectrum Home Health. I'm called back again. It's giving me fits.
[AGENT][NEUTRAL] OK, uh.
[CUSTOMER][NEGATIVE] I'm trying to create, I was trying to create that, uh, create your OSC account and it doesn't like any of the uh emails put in. I put in all the emails I could think of my email, my boss's email like it it doesn't like any of them.
[AGENT][NEUTRAL] OK, uh, what's the group number, please?
[CUSTOMER][NEUTRAL] OK, it is 13 5 20.
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify the group mailing address and the email address, please.
[CUSTOMER][NEUTRAL] Um, mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] My email address uh currently is [PII], but it used to be [PII].
[AGENT][NEUTRAL] Yeah, that's the email address I show we have. The S Baker. Yes, sir.
[CUSTOMER][NEUTRAL] So I'm not sure which which one's in there.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEGATIVE] Yeah, I tried that and when I'm doing this walking through the process and it didn't like that one either.
[AGENT][NEUTRAL] Uh, what phone number are you using?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, see a different, uh, phone number in the system, um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is there an [PII]?
[CUSTOMER][NEUTRAL] [PII]. OK, that used to be the back line number we had years ago. OK, um, so it's plugging that [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, let me try that here.
[CUSTOMER][NEUTRAL] Is it [PII] phone number [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] and he said it was [PII] and you have all this stuff is stuff he used years ago.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm still says there's in there.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] No user found that the information that was entered.
[AGENT][NEUTRAL] Uh, let's see, give me one moment.
[CUSTOMER][NEUTRAL] See the group was 13 5 20, right? 13 520.
[CUSTOMER][NEUTRAL] Highlighting the emails. [PII] got that shaded in blue.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh wait a second here. Let me see. Maybe I'm still in [PII] all the way to [PII].
[CUSTOMER][NEUTRAL] Let's try that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Very specific.
[CUSTOMER][NEUTRAL] OK. Well, yep, there it was. OK, I didn't have [PII] typed in completely.
[CUSTOMER][NEGATIVE] That was a problem. Now it's the, I think it's on my way now.
[CUSTOMER][POSITIVE] I haven't been to this screen yet so I think it's all right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, verification is necessary. Please send below so when it's asking for the email address, put in the S. Baker one even though it's a little bit older one.
[AGENT][NEUTRAL] Uh yes sir and what is um what it's gonna do is gonna send that verification code to that email. Is that email still active?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I still get it, but I don't, it's not the one I publish anymore.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, I've got it here it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Put that in there please verify code.
[CUSTOMER][NEUTRAL] Email address is verified. You can now continue. OK.
[CUSTOMER][NEUTRAL] I ask if you want a new password, OK.
[CUSTOMER][NEUTRAL] Alrighty, well, I got through that stuff, I guess we'll have running more issues. I'll give you a call.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Uh, yes, please do. Thank you so much, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you. Bye.