AccountId: 011433970860
ContactId: dc0fc2ee-8f2e-42f4-b2c0-16ac2a4fcf3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283679 ms
Total Talk Time (AGENT): 106612 ms
Total Talk Time (CUSTOMER): 119163 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/dc0fc2ee-8f2e-42f4-b2c0-16ac2a4fcf3c_20250221T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to log into my account to make a payment online, but.
[CUSTOMER][NEGATIVE] For some reason it's not letting me. It says that I already have an account set up and I, I can't find the uh user name on it.
[AGENT][NEUTRAL] OK, so are you calling on behalf of an entire group? were you wanting to pay the group's invoice or are you calling on your personal account?
[CUSTOMER][NEUTRAL] No, it's a group, this is a business.
[AGENT][NEUTRAL] OK, so first off I can try and help you with that. I will need to uh get some information from you and verify several things for security. So who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell your full name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hi [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then the group number?
[CUSTOMER][NEUTRAL] 17559
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to get the group's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off, Midland, if you'll please verify the group name and address.
[CUSTOMER][NEUTRAL] Um, it's MTan Orthopedic, and the address is [PII].
[AGENT][NEUTRAL] City, state, and.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then the
[AGENT][NEUTRAL] Your email address, please?
[AGENT][NEUTRAL] Or the email address that we have it on file for the group, the primary email address.
[CUSTOMER][NEUTRAL] My email address is.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you very much. So just one moment.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I tried logging in online and it says there's already an an account set up but I don't have that information so I would need the, I tried using the user ID as my email but it didn't work.
[AGENT][NEUTRAL] OK, so you have already create OK so because an account already exists, it will not let you set up another profile so I can provide you the user name.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, I understand that.
[CUSTOMER][NEUTRAL] That's what I mean, yes.
[AGENT][NEUTRAL] And then you can reset your password if you need to, but it's all lower case.
[AGENT][NEUTRAL] And it's [PII] OK.
[CUSTOMER][POSITIVE] That will help
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII], all lowercase.
[CUSTOMER][NEUTRAL] OK, so that's what I did. Let me do it again. So, let me do it with you over the phone because
[CUSTOMER][NEUTRAL] Didn't work with that, so let me use this um you.
[CUSTOMER][NEUTRAL] You I
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Uh, altogether.
[CUSTOMER][NEUTRAL] Then let me try this, let me see.
[CUSTOMER][NEUTRAL] Let me see if this works now.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Invalid user or password. I guess in some sometimes they changed the password.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] So the password that I tried putting, which is the 1.5 years, didn't work. So I'm gonna do a reset password to see if this works. Give me a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, now, OK, so now it's telling me it's gonna reset and it's gonna send an email confirmation and I believe it's done. OK, I'm good. Thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right then. Uh, you're welcome, [PII]. So is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you. I appreciate your help.
[AGENT][POSITIVE] Well, you're, you're very welcome and thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.