AccountId: 011433970860
ContactId: c7bbec73-8edf-4bb6-9055-f42bfcdec5d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379359 ms
Total Talk Time (AGENT): 125560 ms
Total Talk Time (CUSTOMER): 193233 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/c7bbec73-8edf-4bb6-9055-f42bfcdec5d1_20250217T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling on behalf of Florida Pro Health Inc.
[CUSTOMER][NEUTRAL] And I need assistance, uh, by getting access to our online, uh, account. Uh, the group was recently set up as of [PII], and I just created, we were previously enrolled back in [PII], I think, uh, I couldn't use that user and, uh, because I don't see any information about the new group, um, policy, but I created a new one and now um.
[CUSTOMER][NEUTRAL] I'm not being able to to access the account, so is there anyone that can help me with that?
[AGENT][NEUTRAL] OK, sure, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes. Uh, the number is 26942.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, may I have um the mailing address um for verification and the email address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, uh [PII] and the email address is [PII].
[AGENT][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] Alright and uh what um I see that you already registered uh what is the user name that you're trying to use?
[CUSTOMER][NEUTRAL] OK, I'm trying to use [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for the [PII], are you doing the cap letter on the pee? Looks like you started with the small letters and then you did a pee. OK, all right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Exactly, yes, it's [PII] and then the [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And OK, you're missing the [PII] It's [PII]
[CUSTOMER][NEUTRAL] [PII], I didn't enter the [PII]
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEGATIVE] OK, so I made a mistake. There's no way to fix that, right?
[AGENT][NEUTRAL] Um, um, I'm not sure if we can change it. Um, let me see. I know that you'd be able to change it, let me check and see if there's anything I can do on my end, um.
[CUSTOMER][NEUTRAL] Can you delete that user so mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, if not, I will try it without the [PII] I mean, no big deal.
[AGENT][NEUTRAL] OK, all right, let me see this one.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, it will, it will not let me change it.
[CUSTOMER][NEUTRAL] Everyone, right? OK, let me, let me, before I let you go, let me try it without the R and I already corrected it in my, in my contacts, so let me try it so I don't have to call back because I called before. I was trying to use the previous.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Sure, yes, go ahead.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, sure.
[CUSTOMER][NEUTRAL] The previous access information, the previous user and I updated the password, but no, I didn't. I couldn't add the new group information to the previous, uh, user, so.
[AGENT][NEGATIVE] Yeah, when it's already registered you cannot create a new one. It will not let you mhm.
[CUSTOMER][NEUTRAL] Um, oh.
[CUSTOMER][NEUTRAL] OK, give me just one second.
[CUSTOMER][NEUTRAL] So I was I think the fast and and then when I entered in the in the contact I entered correctly but did not realize it when I was creating the new group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess that's what happened. Let me see. I'm ready.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, I'm in. I'm waiting to see if I can see the new information. I was trying to set up the payment.
[CUSTOMER][NEUTRAL] Yeah, it is here. OK, I see the invoice and I'm assuming I can pay online. I was able to do that before or there's a different link for that?
[AGENT][NEUTRAL] Oh, OK. Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, you can continue paying online, um, just click on the invoice, open the invoice, and it's gonna give you an option to pay online, um, and you have to initiate it every month because it's not, you cannot set up for month, you know, draft, but yeah, you can just go ahead and.
[CUSTOMER][NEUTRAL] Oh, it cannot be automatic. OK.
[AGENT][NEUTRAL] Correct, yeah, it's gonna be every month you need to open it and pay.
[CUSTOMER][NEUTRAL] OK, so let me see.
[CUSTOMER][NEUTRAL] OK, uh, before you go, I'm here. I see the employees. It says say changes, kind of changes submit invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And print invoice submitting invoice means uh pay for it?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][POSITIVE] OK, because I didn't see pay. OK. All right. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, no, give me just one second here.
[CUSTOMER][NEUTRAL] Give me just one second. OK, so me rolls.
[CUSTOMER][NEUTRAL] Just by mail one time electronic phone. OK. Yeah, I got it.
[CUSTOMER][POSITIVE] All right, thank you so much and have a wonderful day, OK?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. You are so, Ms. [PII] and thank you for calling APO. Have a good week.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.