AccountId: 011433970860
ContactId: d2ffa06b-06f6-478c-a448-011df6ebb3a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286200 ms
Total Talk Time (AGENT): 150976 ms
Total Talk Time (CUSTOMER): 107128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/d2ffa06b-06f6-478c-a448-011df6ebb3a3_20250307T18:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How are you?
[CUSTOMER][NEUTRAL] I'm good thank you so much for asking um I had called earlier so I have somebody with a group that's trying to set up their um OSC online and she's getting she's not getting the confirmation email like they're supposed to get an email and so when I called earlier they were like make sure everything matches because in the admin it's showing that pending no identity.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So me and her went through everything the group number, the zip, the phone and she's still not getting that email so do you know how else we can maybe help?
[AGENT][NEUTRAL] What's that group number, dear?
[CUSTOMER][NEUTRAL] Group number is 26,950.
[AGENT][NEUTRAL] 26,950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, let me see. Oops.
[AGENT][NEGATIVE] Just broke the leg off my keyboard.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Or yeah, or come off. Let me just do it this way.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] That's community management.
[CUSTOMER][NEUTRAL] Mhm and we have [PII] on the line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So she should have gotten an email.
[AGENT][NEUTRAL] Um, I don't know when they started this.
[AGENT][NEGATIVE] They should have gotten an email originally giving them the
[AGENT][NEUTRAL] Um, verification code.
[CUSTOMER][NEGATIVE] Yeah, and that's what she's not getting when she goes through the steps like the email is not coming.
[AGENT][NEUTRAL] OK, well, we can send her the verification code. If you had, if you have verified all of that, just make sure you, if you do, when you do do that, just, uh, copy and paste that and you, what you're gonna click to get that.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And I mean, I can help her with this. It's not a problem, but I mean just for your, I mean if.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Future references you click where it says in the pin where the it's got a plus you'll click that plus and it'll give you the verification code because that that'll that's never gonna change.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Where are you clicking the plus in in the admin OSC or?
[AGENT][NEUTRAL] Yes, in the admin OSC where it says pending identity, uh, and all that. OK, go over where it's uh where username it's got that plus.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh, I didn't even know that was an option. Male, thank you.
[AGENT][NEUTRAL] You are so welcome. Yeah, that's, that's what that email is for, is for that, uh, verification code. So is that what she's waiting on?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Yeah, that's all she's waiting on. I didn't even.
[AGENT][NEUTRAL] And then just uh honey, just copy and paste that and send it to her and let her know that she needs to copy and paste it because it's case sensitive.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Unless she wants you to read it out to her.
[CUSTOMER][POSITIVE] Goodness gracious, that is, man. You saved the day. I was like, I ain't never seen that. I don't know what to do now. Thank you so much.
[AGENT][NEUTRAL] Well, you're welcome. I mean, I'm glad I was able to help you. I mean, anytime. But yeah, that's all she's waiting for is the verification code. Just copy and paste that and send it to her if, if she's OK with that.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then just let her know that that's what you're gonna do is just copy info that you're gonna send her the verification code and that she needs to copy and paste it because it is case sensitive.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome thank you so much. I will give that to her. You have a good rest of your day, Meet thank you again.
[AGENT][POSITIVE] You too, [PII], and, and have a good day as well. And happy weekend if I don't, if I don't talk to you again.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] You too, dear, you too.
[AGENT][POSITIVE] All right. Thank you, hun. Mm.
[CUSTOMER][NEUTRAL] Bye-bye.