AccountId: 011433970860
ContactId: d0d4f6eb-3cbc-445f-94da-23eb07cafa60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 702450 ms
Total Talk Time (AGENT): 109884 ms
Total Talk Time (CUSTOMER): 121530 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/d0d4f6eb-3cbc-445f-94da-23eb07cafa60_20250616T13:47_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I've called last week earlier last week, um.
[CUSTOMER][NEGATIVE] We are new with APL we just signed up for that um for our benefits with our office um they sent an email that went to my junk. I found it and by the time I found it I had started to register and apparently I did it wrong.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So now I'm looking at the email I got from you guys uh how to set up a new account for the office and I can't get into it because I try to set it up under.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So uh I did provider instead a group so now it's going straight when I log in it goes straight to like me.
[CUSTOMER][NEUTRAL] I'm just, I need it like reset or something so I can start over.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And someone's supposed to give me a call last week or send me another email I didn't get anything.
[AGENT][NEUTRAL] OK, so the email indicated that you're already registered and you're set up, correct?
[AGENT][NEUTRAL] Right now.
[CUSTOMER][NEGATIVE] Right, but it's incorrect and I can't do anything for the office and I need to pay you guys because I know the bills do but I can't get into my office account the way it's set up I accidentally set it up the wrong way.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see what we can do.
[CUSTOMER][NEUTRAL] And when I found y'all email now it makes sense. I'm like oh.
[AGENT][NEUTRAL] OK. All right. And um let me have your name and a callback number and the group number.
[CUSTOMER][NEUTRAL] Name is [PII]. It's [PII] Um our group number for the office is 27076.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And it should be under Edwards Premier Dental.
[AGENT][NEUTRAL] Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and may I have the mailing address for verification?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what's the email address, the email address that you're using to register?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, so when they ask you for the um payer ID um the information of the, to create the account, you put on the tax ID and all that, you put all that information in as you was creating a providers instead of a group. Is that correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, yes, yes.
[AGENT][NEUTRAL] OK, and you did use that email address that you just provided to me.
[CUSTOMER][NEUTRAL] I'm sorry you cut out. What did you say?
[AGENT][NEUTRAL] You, you use the email that you just provided to me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] Mm, OK. Mm, all right.
[AGENT][NEUTRAL] Do you have any other emails that you can use to register?
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] You don't, OK.
[AGENT][NEUTRAL] OK, let me check the notes and see if they have um.
[AGENT][NEUTRAL] More got me moving.
[CUSTOMER][NEUTRAL] This is yeah this is the office email I use.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me check and see where we are with that request. Uh, now you do have an option to pay over the phone with a credit card if you need to do that, um, you can do that. Um, let me go ahead and see um where we are with the online service center and see if we can remove that account so you can create another one with the same email, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me, OK? I'm gonna put you on a brief hold. One moment.
[CUSTOMER][NEUTRAL] OK, that's fine thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.