AccountId: 011433970860
ContactId: ef4ab7d2-10ec-4d9b-986f-93eccb1197e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440459 ms
Total Talk Time (AGENT): 82660 ms
Total Talk Time (CUSTOMER): 55965 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/ef4ab7d2-10ec-4d9b-986f-93eccb1197e5_20250618T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, actually I called um last week I I think you guys did a ticket for me because one of my.
[CUSTOMER][NEUTRAL] Groups didn't move over to me with the new system just because I took it over from another agent sometime last year.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] I want to see that that got done.
[CUSTOMER][NEUTRAL] Uh first name's [PII] Last name is [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Why, uh, [PII].
[AGENT][NEUTRAL] MAN OK, [PII] and then what was the group that you are referring to?
[CUSTOMER][NEUTRAL] 21574.
[AGENT][NEUTRAL] 21574. OK, let me put you on a brief hold and see if I can get an update for you.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I guess his group wasn't tied to him in the OSC.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] He said that someone submitted a ticket and he wanted to know where it was at.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I am looking at your um
[AGENT][NEUTRAL] Your page on the OSC and I'm seeing that group of Ally Pharmaceuticals LLC under your name. Are you not able to see that?
[CUSTOMER][NEUTRAL] Well, I mean last week I was, I, I'm in the car so I'm not checking now so I just, you know, last week I wasn't able to so they had to create a ticket.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Yeah absolutely well I I'm seeing it on your page um if whenever you log in and and you're still not seeing it, please give us a phone call back and and we can maybe troubleshoot that.
[CUSTOMER][NEUTRAL] OK, I mean, you don't see the ticket that was put in last week to see if it was completed or done because you, you don't have access to.
[AGENT][NEUTRAL] I, I don't have access to the IT tickets, um, but I just went on to the portal um and saw that it was tied to your account and I'm able to um see the details of the group.
[CUSTOMER][NEUTRAL] You saw that it was.
[AGENT][POSITIVE] I'm so sorry you broke out for a second there.
[CUSTOMER][NEUTRAL] I'm sorry, you said it was tagged that it was termed you said or?
[AGENT][NEUTRAL] No, no, it was tied to you the group was tied to you and you're able to see the products and the invoicing and the employees.
[CUSTOMER][POSITIVE] Oh, thanks, oh.
[CUSTOMER][NEUTRAL] OK, and do the claims too, right?
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] OK, alright, that was um that was it for now.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] OK of course bye bye.