AccountId: 011433970860
ContactId: cf0a7eea-f332-4866-a9c6-e762d8c5cd7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293000 ms
Total Talk Time (AGENT): 137924 ms
Total Talk Time (CUSTOMER): 127495 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/cf0a7eea-f332-4866-a9c6-e762d8c5cd7c_20250618T13:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at NAS. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I, I need some help. Um, it's a group it's called Floridian Health Holdings.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a new group um hold on sorry I clicked to another folder by mistake.
[AGENT][NEUTRAL] You're fine, you're fine. I'm trying to pull up one of my screens too, so you're fine.
[CUSTOMER][NEUTRAL] Is it in.
[CUSTOMER][NEUTRAL] Yeah, Floridian Health Holdings, so it's, it's got a group number, um, the welcome email went out, still not visible in the OSC [PII] emailed me yesterday said that it would be in today and ID cards would be available. There's gotta be something wrong, so I, and the broker is literally screaming at me this morning, so I, we gotta figure something out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEGATIVE] Oh no, that's not good.
[AGENT][POSITIVE] OK, yeah, let me look really quick and see what's going on. So I do show.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see 12345678. There's not 9 people that are showing active.
[AGENT][NEUTRAL] Um, let's see, hold on, let me see.
[CUSTOMER][NEUTRAL] So you can see it on your side?
[AGENT][NEUTRAL] Yeah, let me just check one other thing. Let me see if I can actually see uh ID cards. Give me just one second.
[AGENT][NEUTRAL] I wanna see if they've been uploaded because if they have then yeah we definitely need to figure out what's going on.
[AGENT][NEUTRAL] Just one second I'm waiting on on base to pull up.
[AGENT][NEUTRAL] Does that sound about right? Mhm.
[CUSTOMER][NEUTRAL] And I mean we all the time all the time we can see groups before employees have been uploaded and that's why I think something hasn't been plugged in or turned on or to where this group is visible for us.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Within a platform, got you, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I know, let's see.
[AGENT][NEUTRAL] Give me just a second, I'm almost there.
[AGENT][NEGATIVE] I know, like good enough, it's taking forever to pull up.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Nothing works fast when you want it to.
[CUSTOMER][NEUTRAL] Oh, of course not.
[AGENT][NEGATIVE] And I'm still thinking it's open, but come on.
[AGENT][NEUTRAL] OK, so I can see it on my side. You can't see it. So let me, um, I'm trying to get the.
[AGENT][NEGATIVE] Retrieval bit being silly. So I mean obviously if it's active we should have information out there, but you can't see anything when you log into the portal. You're not seeing anything for this group show up as far as OK.
[CUSTOMER][NEUTRAL] No, no, it doesn't pull up by group name or group number. Um, I didn't try looking under Ozzy just to see, but it, it, I mean, there's no reason why it would show up under.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Exactly, I mean it shouldn't, shouldn't be any different than what you had previously under the old platform, so yeah, um, let me get, let me get with our, yeah, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] His name and then not so.
[CUSTOMER][NEUTRAL] Yeah, well, and
[CUSTOMER][NEUTRAL] OK, um, no, no, you're fine, um, so I, I need somebody to download ID cards and send them to me.
[AGENT][POSITIVE] OK, I can definitely do that.
[CUSTOMER][NEUTRAL] So that I, I can at least get Ozzy, you know, a piece for a moment, um, and then, yeah, and it seems like there was one other group, let me check it real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Maybe not, maybe.
[CUSTOMER][NEUTRAL] The Atlantic Marine no.
[CUSTOMER][NEUTRAL] Maybe not.
[CUSTOMER][NEUTRAL] I don't know. I'll
[CUSTOMER][NEUTRAL] I'll look through the
[CUSTOMER][POSITIVE] The ones we have outstanding and and see but yeah this this one I just, yeah, we, we just got.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, let me, um, I'm my own base for whatever reason it's frozen so I can't even get into the ID cards so hopefully it's on my side, but yes, let me, um, let me get on this. Let me notify our IT department. Obviously there's a problem you can't see anything or download ID cards and then I will get a, so you need to download we'll we'll get the ID cards for you to you for each of the participants that are on here.
[AGENT][NEUTRAL] Um, and then if we, if we're run into any issues, I will definitely call you. Um, is this your callback number, the [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's my direct line.
[AGENT][POSITIVE] OK. OK, perfect. We'll get on it now and let you know what happens, OK?
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] OK, thanks [PII].
[AGENT][POSITIVE] Thank you [PII] talk to you soon.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye.