AccountId: 011433970860
ContactId: c8f8085a-e47e-4105-aca7-20e3f55d5e6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 731169 ms
Total Talk Time (AGENT): 264153 ms
Total Talk Time (CUSTOMER): 210287 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c8f8085a-e47e-4105-aca7-20e3f55d5e6c_20250325T16:04_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, uh, we're a new customer and um I was trying to register our company through the website and I'm not getting a uh verification code emailed to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can assist you with that. Um, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure. The name is uh it's [PII] and last name is [PII]
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] OK. And may I have the group number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, you need the number?
[AGENT][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] Or the name or?
[CUSTOMER][NEUTRAL] 269-56.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And um for verification, I need uh the name of the group and the address on file.
[CUSTOMER][NEUTRAL] OK, it's North Lake Gastroenterology Associates and the um address is [PII].
[AGENT][NEUTRAL] OK. Uh, what is the email where that code needs to go to? Let me make sure we have it correctly.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that is correct. Let me see what's happening.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you requested this through the email, not through the phone, correct?
[CUSTOMER][POSITIVE] Uh, correct, yeah.
[AGENT][NEUTRAL] OK. All right. Um, I'm not really sure why you didn't get it, but I can go ahead and give it to you over the phone. It is a long, really long number and letters letters and numbers so fine.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Does it need to be, uh, is it, is it like a, does it have to be that like I requested and then you give it to me within a certain amount of time or? Because I haven't requested one today. I did it yesterday or the day before. I mean, um, I had done it last week and it didn't work and then I tried it again yesterday and it didn't work. So I don't know if it's a time sensitive code or not.
[AGENT][NEUTRAL] Mm, not that I know because this one was created back in [PII], so it's gonna be the same one even if you ask for it again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh good. Oh, great. OK, perfect.
[AGENT][NEUTRAL] Mhm. Yeah, so just let me know um when you're ready for me to give it to you. Again, it's gonna be a long one. If you wanna write it down, probably it's gonna be if you're just in case, um, yeah, let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah. OK. OK, I'm ready.
[AGENT][NEUTRAL] OK. All right. So it's gonna be [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Number 0.
[AGENT][NEUTRAL] Lowercase [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] that's
[CUSTOMER][NEUTRAL] So at the beginning it was [PII] Is that how it starts?
[AGENT][NEGATIVE] [PII]
[CUSTOMER][NEUTRAL] I mean [PII]
[AGENT][POSITIVE] Yes, [PII], yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know, it's a lad.
[CUSTOMER][POSITIVE] No, no, it's not bad. It's, it's just funny to see. Oh yeah, it's got, it got me into create an account.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, it just plays around with capitals and lower cases and all that.
[CUSTOMER][POSITIVE] That's, that's perfect. Come up the rip.
[CUSTOMER][NEUTRAL] That makes sense.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so yes, so I'm in now creating my password and all that, so it should be good then, right?
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Perfect. Yes, yes, from there, um you just go ahead and create your account and you should be able to go in. Um if, if you run into any more troubles, which you should not because we do have the correct email. Again, that was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][POSITIVE] Yeah, that is the email we have, so you should not run into any more problems.
[AGENT][NEUTRAL] Um, but if you want me to stay until you create it, it's fine. If you, if you think you got it from here, it's fine. Just let me know what you want me to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I think it's letting me.
[CUSTOMER][NEUTRAL] Right, we suggest using a.
[CUSTOMER][NEUTRAL] Email address, OK.
[CUSTOMER][MIXED] So everything looks good I think except for my username must be 1 to 20 characters and may contain any combination.
[AGENT][NEUTRAL] Just like the one I provided to you. You need to combine letters, caps, lower cases, numbers.
[AGENT][POSITIVE] All that good stuff.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Now that's why I don't go for some reason.
[CUSTOMER][NEUTRAL] I wonder what that is. So I have everything filled out and username just needs to be anything, just create something.
[AGENT][NEUTRAL] Yeah, just create something, uh something you will remember, just um make sure you you like start maybe with a capital and like add some numbers into it and lower cases and all that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let's see, so 1 lowercase, one uppercase, one number, 8 characters minimum.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And one symbol.
[AGENT][NEUTRAL] That's for the password. The, the symbol is for the password.
[CUSTOMER][NEUTRAL] Oh shoot, OK, so a username must be 1 to 20 characters and may contain.
[CUSTOMER][NEUTRAL] I've never had a problem getting well let's see.
[CUSTOMER][MIXED] Like everything's great. They're like, well, maybe not, um, for some reason I can't get past the screen.
[AGENT][NEUTRAL] yeah
[AGENT][NEUTRAL] OK. Um, I will say the best thing to do is to go ahead and erase everything that you have in the boxes instead of fixing it and just start all over again. So just put the username and then just go ahead and put the password and confirm the password again.
[CUSTOMER][NEUTRAL] So let's see.
[CUSTOMER][NEUTRAL] OK, so for my username, don't use my.
[AGENT][POSITIVE] But yeah, the, the username is really simple.
[AGENT][NEUTRAL] Don't use your email.
[CUSTOMER][NEGATIVE] Don't use my.
[CUSTOMER][POSITIVE] Got it OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like you, you can use the first part manager and then add some numbers to that or add a letter or something like that to that, um, but not the at.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then for the pastor, just make sure you have that special character.
[CUSTOMER][NEGATIVE] So when I hit next, it shows submitting, but then it doesn't and then it just shows next again.
[AGENT][NEUTRAL] OK shows next.
[CUSTOMER][NEUTRAL] Yeah, so like, you know.
[AGENT][NEUTRAL] You wanna try it again?
[CUSTOMER][NEUTRAL] Like next is blue.
[CUSTOMER][POSITIVE] Yeah, I guess so, good.
[AGENT][NEUTRAL] And when you click that blue one, OK, right.
[CUSTOMER][NEUTRAL] Um, alright, so I hit cancel. Alright, so let's see, so if I go employer or group next group number option.
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I had to put, yeah, I went back to step 1. Now I'm on step 2 is searching.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright, so I can use that same code.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All this time.
[CUSTOMER][NEUTRAL] Yeah, it looks like it's submitting.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Oh yeah, you're in.
[CUSTOMER][POSITIVE] All right, success.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, I got it. That's perfect. I pay the bill.
[AGENT][NEUTRAL] Yeah you got it from here?
[AGENT][NEUTRAL] Is there anything else I will help you with today?
[CUSTOMER][POSITIVE] Yeah, got it. Thank you so much. I appreciate your help.
[AGENT][NEUTRAL] You're welcome and to pay the bill, just make sure to open the invoice, OK, and then submit the invoices so it's gonna be submit invoice to send the payment, OK?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[CUSTOMER][NEUTRAL] Oh, got you, OK, got it.
[AGENT][POSITIVE] OK. All right. You have a good day.
[CUSTOMER][POSITIVE] Perfect. All right.
[CUSTOMER][POSITIVE] You too. Thank you very much.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Goodbye.