AccountId: 011433970860
ContactId: e5f3420f-b67d-4785-81d3-206b0d418c5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384079 ms
Total Talk Time (AGENT): 220546 ms
Total Talk Time (CUSTOMER): 98348 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/e5f3420f-b67d-4785-81d3-206b0d418c5c_20250610T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from NFP on behalf of um Emphasis Benefits.
[CUSTOMER][NEGATIVE] Um, I used to have access to the portal up until the whole swap over and now my login information isn't working. So when I try to go and set up a new account or create a new account using the same pin number and my email address is telling me that there's uh nothing found.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes, this is a common issue we've been having, [PII], and I do apologize so and just to clarify again this was for a group correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so what seems to help and what you're doing is correct you are supposed to create a new account um and the biggest difference is going to be you know you would just use the email to log in instead of a user name um but what we've noticed is if you only fill out the fields that have an asterisk and leave the others blank that should resolve any issues you have with creating an account so if you would go ahead and try that while we're on the phone.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did try that. That was actually what I was doing right before I called you guys and it's still giving me the same message, and I tried both because I have two emails when I originally set it up. I don't know if it was going to mine or our group email, um, but it's gonna be the same message with either.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and that is just with the fields with an asterisk filled out correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK so what we can do now is I'll go ahead and get it pulled up just to verify that you know the email that we do have on file because of course it does have to match what we have um [PII] can I go ahead and get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that uh group number please?
[CUSTOMER][NEUTRAL] Um, oh, I did. Hold on, let me get it pulled up again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Where did it go? Um 15493.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and this is uh the city of [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It should be for.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, sorry.
[AGENT][NEUTRAL] That's OK. OK.
[CUSTOMER][NEUTRAL] Under [PII].
[AGENT][NEUTRAL] Mm, no, I think that might be the issue.
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Hey, I'm sorry, what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK so unfortunately I don't see you listed as one of our contacts um so I would be unable to verify the email address that we've got on file for this particular group number um.
[AGENT][NEUTRAL] It would be uh [PII] or I believe that's [PII] is how you would pronounce that?
[AGENT][NEUTRAL] Do either of those names ring a bell?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, not to me.
[AGENT][NEUTRAL] Strange. OK, so here's what we're going to do then because again I'm not sure.
[AGENT][NEUTRAL] I mean I am showing active members for this group um here's what we're gonna do [PII] if you would um send an email um it's going to be to our care team uh with all of this information um with your information as well because if you are a contact we definitely need you in our system so that we can of course go over this information with you.
[AGENT][NEUTRAL] Um, so the email addresses that you've got and then of course referencing this group number and that way they can go in and see what we can do for you.
[CUSTOMER][NEUTRAL] OK. All right. I'll do that.
[AGENT][NEUTRAL] Is that this information it's oh we've got it's [PII] I think it's how you say that and
[AGENT][NEUTRAL] [PII], those are the contacts that we have. So if neither of them are still with or not with this business, um, or associated with them anymore, then that information definitely needs to be updated so we know who we're able to speak with.
[CUSTOMER][NEUTRAL] Yeah definitely so I'll go ahead and I'll send the email out. I don't know who those people are, but my main point of contact for NFP for this group, I'll tag them on there as well just in case they need to jump in as well.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect, that would be great. um, whenever you're ready I'll go ahead and give you that email address.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], OK, so [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And [PII] just for good measure because I'm gonna be honest, it's been quite an off day for me um just gonna verify the group number again just make sure I did hear it correctly you did say 15493 correct?
[CUSTOMER][NEUTRAL] Correct, yeah, that's what I have here for [PII] is the agent name on.
[AGENT][NEUTRAL] OK, had to make sure if that wasn't just a.
[AGENT][POSITIVE] OK yeah so we've got something completely different there so I wanted to make sure that wasn't something I just misheard alright well yes send that information to us as quickly as you can um they should respond to you um in a timely manner and then we'll get this all sorted for you.
[CUSTOMER][POSITIVE] OK, very cool. Thank you so much.
[AGENT][POSITIVE] All right. You are very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.