AccountId: 011433970860
ContactId: cb33412d-d6b3-48fe-a037-47d3c80a0dc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 578950 ms
Total Talk Time (AGENT): 193740 ms
Total Talk Time (CUSTOMER): 195474 ms
Interruptions: 5
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/cb33412d-d6b3-48fe-a037-47d3c80a0dc4_20250609T19:18_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. This is [PII] calling from Vix Dental Technologies.
[AGENT][POSITIVE] Hi, [PII]. How can I help you today?
[CUSTOMER][NEGATIVE] I'm trying to log in and I'm not sure if you guys have changed your website, but it's not letting me log in into my account.
[AGENT][NEUTRAL] OK, [PII], so are you the group administrator?
[CUSTOMER][NEUTRAL] Um, yes, I'm the administrator on the account, but I'm not sure exactly how I was able to log in either with my, my email or.
[AGENT][NEUTRAL] OK, so yes, ma'am. I can try and help you with, sure, I can try and help you with this, [PII], but first I'll need to get um the group's information pulled up and verify some things with you for security. So what is a good callback number for you?
[CUSTOMER][NEUTRAL] To be honest with you, I'm not sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is the group number?
[CUSTOMER][NEUTRAL] Let me just look up because I don't have it with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I probably can search.
[CUSTOMER][NEUTRAL] Let me see what
[CUSTOMER][NEUTRAL] The number will be.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, um.
[CUSTOMER][NEUTRAL] Group number 21954.
[AGENT][POSITIVE] All right, thank you very much. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] OK, [PII], so you've already given me the group name. If you could please verify the group's address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright just one moment
[AGENT][NEUTRAL] Now, we have a different zip code.
[CUSTOMER][NEUTRAL] [PII]? Probably.
[AGENT][NEUTRAL] OK. OK, thank you. The main uh contact number on file for the group?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] It should be under my name and that should be either [PII] or my phone number which was [PII] like let me see because I haven't, we haven't called each other for many, many, many years, um, by accidentology it's either um [PII], which that's my direct number.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Or let me see IX.
[CUSTOMER][NEUTRAL] Dental.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. All right, thank you. And then your email address?
[CUSTOMER][NEUTRAL] That's the question. I'm not sure if I opened up under [PII].
[AGENT][NEUTRAL] OK, thank you so yes ma'am, that is the email address that we have on file on your account so there was an update [PII] made to the online service center and you should have received an email regarding that, but you will have to set up a new profile.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] A new profile?
[AGENT][NEUTRAL] So, yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] So it has to be a create your own.
[AGENT][NEUTRAL] So on that
[AGENT][POSITIVE] Great, yes, right up under the lung. Yes, ma'am. That's correct. Uh-huh.
[CUSTOMER][NEUTRAL] OSC account? OK.
[CUSTOMER][NEUTRAL] So should I do it as a provider, agent, broker group?
[AGENT][NEUTRAL] Group, uh-huh, for this you're gonna be doing it as a group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. And then just click next. Then on the next screen there's only gonna be two fields that have red asterisks beside them that's the group number and the email on record, so just fill in those two.
[CUSTOMER][NEUTRAL] Let me see it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Spaces and make sure to use that email you just verified with me.
[CUSTOMER][NEUTRAL] OK, hold on one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second, because I don't know the group number again I have to look and that will be 219.
[AGENT][NEUTRAL] 21954.
[CUSTOMER][NEUTRAL] OK. 2195433137 phone number will be, um, can I add my phone number there?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so again.
[AGENT][NEUTRAL] As I just stated, only fill in the two boxes with the red asterisks. So that's gonna be the group number and the email on record.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Mhm. And once you do that, you'll just click next.
[CUSTOMER][NEUTRAL] Now it says um name here on the [PII]. I put the name of the company?
[AGENT][POSITIVE] You can put ever how you want it to be recognized.
[CUSTOMER][NEUTRAL] I want by accidental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] I guess I have to wait for the verification entry field and not match. Please enter the.
[AGENT][NEUTRAL] Yes, ma'am, and it may take just a moment.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] And well it should email you that. It may take a moment for you to get it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And [PII], I'm also gonna go ahead and email you the user guide.
[AGENT][NEUTRAL] For this for the new portal so that you'll have that oh yes ma'am you're welcome so you'll have that as well and that email that I'm sending to you it's gonna come from [PII].
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did put APL in the subject line. I don't think it will go to your junk or spam folder, but in the event that you haven't.
[AGENT][NEUTRAL] Um, seen it in your inbox.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] In a few minutes, you might want to check one of those folders. It's gonna take a couple of minutes for it to come through.
[CUSTOMER][NEUTRAL] I don't think so.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My um outsourcing company changed too, but I didn't see yours.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, so my group.
[CUSTOMER][NEGATIVE] I'm wasting
[CUSTOMER][POSITIVE] That's what I need.
[CUSTOMER][NEUTRAL] OK, now I know that we are due.
[CUSTOMER][NEUTRAL] For, um,
[CUSTOMER][NEUTRAL] The the renewal as of uh [PII], correct?
[AGENT][NEUTRAL] I can see, let's see, I did see that the group is in renewal. Give me just a moment.
[AGENT][NEUTRAL] So yes, ma'am. I do see that it is in still in the renewal process for 71. It does appear, yes ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. All right. Um, I got in, I got everything, so I'm gonna look at you to see your things. Thank you very much. Appreciate that.
[AGENT][POSITIVE] Oh great.
[AGENT][POSITIVE] OK, so, uh, well, you're certainly very welcome. So is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that, that was it. Thank you very much. Have a good day.
[AGENT][POSITIVE] Well, it was nice speaking to you, [PII], and thank you for calling APL. I hope you have a nice afternoon also.
[CUSTOMER][POSITIVE] Thank you likewise bye bye.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.