AccountId: 011433970860
ContactId: de1d4a8b-f5fc-46e1-9da8-608da5c490eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 809640 ms
Total Talk Time (AGENT): 219811 ms
Total Talk Time (CUSTOMER): 401923 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/de1d4a8b-f5fc-46e1-9da8-608da5c490eb_20250620T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Broker Resources. Um, I have a situation. I've got [PII] with NAS on my line. She's got this group, and I'm not sure what to tell them. The group contact is trying to set up their OSC account. Can I give you these two group numbers because one of the groups is laps. It's the same group, but they got two different numbers.
[CUSTOMER][NEUTRAL] And I don't know what she's trying to register and it's not recognizing her. Can you just look and see if you think you could see if there's something weird going on with this?
[AGENT][NEUTRAL] Yeah, what's the first group number?
[CUSTOMER][NEUTRAL] OK, so the one that's left is 25,500.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it has that En Lai on there and then the new group is 27114 that's the one that's active and that's the one she's trying to register that it won't take her information.
[AGENT][NEUTRAL] Um, is she entering everything that we have in line like because it has to be like the exact phone number and like.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Yeah, it has to be right, yeah, um, [PII] said there was some weird stuff that went on with it. Can I pull her on the phone so she can kind of explain what happened on this group because I don't know how to explain it. Do you mind if I pull her on? OK, just a second.
[AGENT][NEUTRAL] Yeah, yeah, yeah.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I've got [PII] on the line from our billing department and I told her that um this [PII] is trying to register under the 27114 and that we have 22 group numbers for the same company. One of them's expired and one of them is now active and we from what we know.
[CUSTOMER][NEUTRAL] She tried to enter just the information that has the red asterisk on the screen, not putting any of the other information and just putting in that group number and her email. Did she say what kind of error message that she got? Did she say what it what it flashed?
[CUSTOMER][POSITIVE] She did, she did not, but if I need to have her join the call, I'm more than happy to.
[AGENT][NEUTRAL] Yeah, if you could, um, just so I can go through, um, the information that's being entered just to make sure that it's correct because it has to be exactly what we have or it won't take it.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Right, right, OK, so hold on one second, let me, let me conference her in.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thanks, ladies. Hold on.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Are you there, ladies?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you? Hi, [PII], it's [PII] at NAS again. I have [PII] on the line helping us, so we're on a conference call and they they need to um speak to you directly to so that we can try to get this figured out so I'm I'm gonna, I'm here but I'm gonna let them take over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], uh, my name is [PII]. I'm in the billing department. Um, so if you could, can you go back to the website and let me know when you're on the home page?
[CUSTOMER][NEUTRAL] OK, I'm on the homepage.
[AGENT][NEUTRAL] And then can you click um create a new account?
[AGENT][NEUTRAL] And you'll select a group.
[CUSTOMER][NEGATIVE] I can't create the new account.
[CUSTOMER][NEUTRAL] OK, I can't create the new account until my email address is disassociated with the old group.
[AGENT][NEUTRAL] We um what's the email address that.
[CUSTOMER][NEUTRAL] I've walked through this step 3 times already.
[AGENT][NEUTRAL] What's the email address that should be that it should be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me make sure that there's
[AGENT][NEGATIVE] Nothing active in the old one.
[AGENT][NEUTRAL] Um, what was that?
[CUSTOMER][NEUTRAL] It's not active, but it's
[AGENT][NEUTRAL] Uh, what was the old group number again?
[CUSTOMER][NEUTRAL] Believe it's 25,500. Correct.
[AGENT][NEUTRAL] OK, I see, um, that it was registered with the old one. So let me see if there's a way for me to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Deactivate this.
[CUSTOMER][NEUTRAL] So you're, so you're showing registered on the new OSC under the old one, is that what you're saying?
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah, on the new OSC it's showing.
[CUSTOMER][NEUTRAL] Oh, OK. I, I can't see anything. OK. That makes sense.
[AGENT][NEUTRAL] We may need to get um the support desk.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Our, our agent told us it was the group number would stay the same.
[CUSTOMER][POSITIVE] [PII] and [PII], I'm gonna drop off the call because it sounds like [PII]'s got it handled so hopefully she'll get this taken care of for you thank you you guys have a good day bye bye. Bye bye.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Yeah, we may need to have um our support um I may have to submit a support desk ticket to have them unpair this email with the old account so that it can be registered with the new account um but I'm seeing if we have a fix for it, um, like if I can fix it on my end first.
[CUSTOMER][NEUTRAL] OK [PII], if you do have to engage IT, how, how long is it gonna take because um.
[CUSTOMER][NEUTRAL] [PII]'s, uh, I mean she's been dealing with this for, for a while now, trying to, trying to get this figured out.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can't put [PII] urgent, but because um of the new system um and they've been having quite a few tickets, it's been taking several days um but I can stay on them and like maybe follow up every day or two and like just let them know that it's really urgent and that you've been having issues for a while, but.
[AGENT][NEUTRAL] I can't really control how long it takes them to get to it all, but what I can do is just mark it as urgent and just follow up as often as possible.
[CUSTOMER][NEUTRAL] OK, I'll, I'll um reach out to Tory and, and see what we can do as well.
[AGENT][NEUTRAL] OK, um, yeah, I did just get a response that we do have to submit it to the support desk.
[AGENT][NEUTRAL] Um, so I will.
[CUSTOMER][NEUTRAL] OK, I, I definitely need you to mark it as urgent and then I will um reach out to Tory, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And because I mean we we need this taken care of Monday at the very latest.
[AGENT][NEUTRAL] OK, how, when did you um start having uh this issue like did you guys actually go in and register under the old group number?
[CUSTOMER][NEUTRAL] Well, the, the the issue is that the broker told them and, and which obviously.
[CUSTOMER][NEUTRAL] Perhaps he didn't know that they would have the same group number as that they had before and that's that's just not the case that that doesn't happen so once once a group goes um terminated then they don't get issued that that group number back the broker obviously didn't know that so and that's OK we'll we'll make sure we educate the broker but you know at at this point we, we can't have the group who's having to.
[CUSTOMER][NEGATIVE] You know, I don't wanna use the word suffer because that's not what I mean, but they're being inconvenienced by this, and they, they need to be able to, well, no, actually some of my team members have had to suffer because we haven't even been able to get our, our.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Our ID numbers until last week when I was finally able to get the broker to do it. So some of them had hospital and or doctors visits that they ended up having to pay out of pocket for.
[CUSTOMER][NEUTRAL] Yeah, so we, we, we've got to be able to get the group our access like I said, I mean, I was really, I, and I will, I will text [PII] here in just a minute as soon as we're done with the call, but I was really hoping that we could get this resolved today.
[CUSTOMER][NEUTRAL] There's got to be a way to disassociate her email address with that with an account that I mean [PII], how long ago was the other account even active?
[CUSTOMER][NEUTRAL] Uh, it was over a year. Yeah. So,
[CUSTOMER][NEUTRAL] We've, we've just, we've, we've got to be able to figure this out because this, this, uh, and quite honestly, [PII], this is gonna happen again if we've got groups that have left and then come back and you know, if, if the same contact information is in there and [PII], I, I apologize, that's not your concern, obviously, but I just, I want everybody to understand the magnitude of this.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There should be a way that you have access to even, even just
[CUSTOMER][NEUTRAL] Cancel or close out the old group.
[CUSTOMER][NEUTRAL] It was, it obviously was closed before because when I went to re-register it allowed me to put that group number in.
[CUSTOMER][NEUTRAL] As I was instructed to by the agent, so I'm not sure why that old group simply can't be canceled out again like it was before, and then I should be able to re-register with the new information.
[AGENT][NEUTRAL] Yeah, in the old system, um, because we had, uh, we they launched, they revamped the website and launched it on, um, the [PII] and um.
[AGENT][NEUTRAL] In the old system we could we had more like in billing we had more um like permissions where we could go in and change stuff and we actually could um like deactivate accounts and stuff but in the new system there's not any like way for us to do that like we really don't have like we used to be able to send you guys verification codes and update information and everything like that and in this new system we can't we don't have any of those permissions.
[AGENT][NEUTRAL] I don't know if they're gonna add them or if this is just the way that it's gonna be but I definitely understand your frustration.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I just need to make sure I get my team taken care of. Yeah, so, um, [PII], you hold on just one second, [PII], you're gonna log the ticket correct. I'm gonna go ahead and let you go so that I can, um, I need to talk to [PII] about something else regarding her group. So if you could just like I said, get that marked urgent, uh, and then I'll follow up with [PII] as well.
[AGENT][NEUTRAL] OK, and if you want um you can let her know that um I'm sure she might she'll check the notes, but um you can let her know that I put a support ticket in and um I'll put the support um the ticket number in your account notes so she'll be able to see that too.
[CUSTOMER][POSITIVE] Perfect, perfect. OK, we sure do appreciate you, [PII].
[AGENT][POSITIVE] Yeah, no problem. I'm sorry I couldn't be more help. I wish I could fix this for you.
[CUSTOMER][POSITIVE] Yes, thank you.
[CUSTOMER][POSITIVE] No, we, we understand, we understand you're, you're, you can only go as far as you can, so, um, well, but yeah, we, we do appreciate it.
[AGENT][POSITIVE] Alright well thank you and I hope you guys have a great weekend.
[CUSTOMER][POSITIVE] Thanks for you as well. OK.
[AGENT][NEUTRAL] Bye.