AccountId: 011433970860
ContactId: e0eefae3-010d-4232-8b7a-930e14a4b997
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354579 ms
Total Talk Time (AGENT): 151914 ms
Total Talk Time (CUSTOMER): 126467 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/e0eefae3-010d-4232-8b7a-930e14a4b997_20250624T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was set up with a a new user account um while I was on vacation and it's not allowing me to finish the registration process. Can you assist?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can help you with that. What's your group number?
[CUSTOMER][NEUTRAL] Um, oh, it doesn't say in this email. Let me pull up an invoice really quickly.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] Um, group number 26269.
[AGENT][NEUTRAL] 6
[CUSTOMER][NEUTRAL] And it's for Medical Benefits Administrators Inc.
[AGENT][NEUTRAL] OK, let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] So are you sure you want to
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], can you verify the billing address, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII] or it could be [PII]. I'm not sure if it's our physical or our mailing.
[AGENT][NEUTRAL] We've got yeah the billing address we have it as the [PII] um and can you verify who the um contact person is that we should have on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] Yes, and can you please verify her email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Alright perfect thank you [PII] what's a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Perfect thank you [PII]. OK, so um I do see out here there is already an active account um so if uh [PII] was the one that set up the one that's actually the only one that's active, um, she would have to log in and finish uh managing the users as far as you being able to um gain access to the online service center.
[CUSTOMER][NEUTRAL] Well, I, I received an email that said that the username for, for it is my email address so I received that um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But is it so does she need to re-add my email address or?
[AGENT][NEUTRAL] Did it have a link um for you to click on to finish registering the account?
[CUSTOMER][NEGATIVE] Yes, it says click here to finish your registration, but when I click on it it comes up and says an error occurred.
[CUSTOMER][NEUTRAL] And it said to call this number.
[AGENT][NEUTRAL] OK, so, um, let's try something different. Go, go to the login screen, the secured. [PII].
[CUSTOMER][NEUTRAL] OK, I'm there.
[AGENT][NEUTRAL] And um.
[AGENT][NEUTRAL] let's just do forgot password.
[AGENT][NEUTRAL] And see if we can just reset it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's gonna send me a verification code.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Nothing's come through yet just.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEGATIVE] Continue a user with this um specified credential could not be found, so it says my email, I guess my email address couldn't be found.
[AGENT][NEUTRAL] Hm, um, with that being said, you may need to log in, um, and click on manage users and see, uh, see what's going on because, um.
[AGENT][NEUTRAL] All of, well, there for some reason there's 4 other accounts out here, but they all have pending status, um.
[AGENT][NEUTRAL] So that that would be what I would suggest is to um have her log in and see what it what it says.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what does she need to do on her end? I'm sending her a message right now, um, so she needs to log in and just verify that I.
[CUSTOMER][NEUTRAL] That it says pending for mine or verify that it's set up?
[AGENT][NEUTRAL] Yeah, well, she just needs to, when she, when she gets logged in, she needs to click on manage users and and see what it says to make sure uh can it may need to another link may need to be sent um an updated link um and if um and if that that may or may not be possible but um it just needs to she just needs to see what it says as far as um.
[AGENT][NEUTRAL] Having your email address in there.
[CUSTOMER][POSITIVE] OK, OK, I will have her check on that. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, that was all thank you.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.