AccountId: 011433970860
ContactId: f10dc9c5-2037-4a52-9790-c5fa10d181f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349459 ms
Total Talk Time (AGENT): 175228 ms
Total Talk Time (CUSTOMER): 185237 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/f10dc9c5-2037-4a52-9790-c5fa10d181f4_20250605T18:36_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]. My name is [PII]. I'm calling from Brownswood Community Health Center.
[CUSTOMER][NEUTRAL] Do we have to go in and create that new SOSO or something account? We can't use our old uh.
[CUSTOMER][NEUTRAL] Login information?
[AGENT][NEUTRAL] Correct, um, everyone will create a new account. Are you calling on behalf of a group?
[CUSTOMER][NEGATIVE] Yes, yes. Yeah, they called earlier but yes, I do, because I tried to do it and it gave me an error.
[AGENT][NEUTRAL] Do you have your group number? Oh, OK, OK.
[AGENT][NEUTRAL] OK, um, what's the group number?
[CUSTOMER][NEUTRAL] So my
[CUSTOMER][NEUTRAL] 16,350.
[AGENT][NEUTRAL] And who am I speaking with [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you go ahead and verify?
[CUSTOMER][NEUTRAL] This is our group number.
[AGENT][NEUTRAL] Can you go ahead and verify the um address?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a copy of the latest invoice.
[AGENT][NEUTRAL] Um, and so when you
[CUSTOMER][NEUTRAL] And I, that's, I should, that should be the group number I think I have the invoice here, OK.
[AGENT][NEUTRAL] Um, can you verify your email address to make sure that we have it correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, um, that's probably why it didn't work. We don't have that email, we don't have that email mhm.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII], yeah, I, I, no, no, [PII].
[CUSTOMER][NEUTRAL] Let me see, I think I put the right, let me see [PII].
[CUSTOMER][NEUTRAL] Don't tell me I put the wrong email. It's my bad. No, yeah, it's [PII]. [PII]. Unless they have our my old one.
[AGENT][NEUTRAL] What's the old one?
[CUSTOMER][NEUTRAL] It's uh the same, the same is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's the email that we have on file, um, is that email still active?
[CUSTOMER][NEUTRAL] OK, so do I create it with that email? Yeah, it's still active. It's still active, yeah.
[AGENT][NEUTRAL] Yes ma'am, because, OK, yeah, um, it it has to match what we have in our system and that's the email that we have I believe once you create your new account, um, it'll be just like last time everything should transfer over just fine um you'll still be able to manage users if you need any more users like that employees invoices and all that should still have transferred over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, there should be an option once you get in there if you need to change your email. Otherwise, um, if you would like to, uh.
[CUSTOMER][NEUTRAL] OK. Yeah, we, I, yeah, that that's fine, it's OK. I, I didn't think about that. I didn't think that maybe it was my old, uh, email, I mean, because we, we, uh, they changed the name to New Horizon, but we're still getting emails from the other one. It, it, you know, they, they put it so if they still get it from Brunsw CHC it gets transferred over here automatically to the New Horizon, but when I was setting it up, I never thought about using the old one. I'm sorry.
[AGENT][NEUTRAL] No, that's OK. um and if you need to end up changing the name or the email, um, go ahead and send a, once you get the account set up, uh you'll send an email to Care Team [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] um giving us the old email and the new email you would like on file um did the whole.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did the whole group name change?
[CUSTOMER][NEUTRAL] No, uh, no, I think it's still the same. It's still Brunswick Community Health Center. Everything's the same. It's just the email, yeah, yeah.
[AGENT][NEUTRAL] OK, I just want to make sure. OK.
[AGENT][NEUTRAL] OK, yeah, go ahead and let them know after you've uh created your account, um, send that email saying that you want to update the email if you would like, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And uh and then we should be able to change that for you.
[CUSTOMER][NEUTRAL] OK, OK, that's no problem. Well thank you very much for your help. Maybe that, that's why uh they told me from HR maybe that the problem with them also was that they, they were probably using the new email instead of the old one yeah, that's why they couldn't create and they told me you need to call, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, and I
[AGENT][NEUTRAL] And I will say um every every employee that has or has had a portal with us um they will all need to create a new account um like I said, all the information should transfer over just fine if you have any um other admins that you would like to add since you are the primary, you will need to go in and create the account first and then from there you will go to manage users and you'll need to send an email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it will ask for the, the other, the other names of the group admins you would like in their email and through the system it will send them an email, um, letting them know that they can create the account as a group as a group admin but since you're the primary, you will have to do it first. Yeah, so that might be another reason that it's not working.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, maybe, yeah.
[CUSTOMER][NEUTRAL] Yeah, that's why maybe they were that's why they told me, right, that's why they probably told me you need to call because you're the main one. OK, so I, I'll go into the manage users and I'll put their emails and they'll get sent an email and they would have to create their own.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, I mean, in the system when I, when I finished it's gonna be manage users right? under manage users?
[AGENT][NEUTRAL] Yes, ma'am. Yes.
[CUSTOMER][POSITIVE] OK. All righty. All right. All right, thanks, thank you very much for your help.
[AGENT][POSITIVE] Great. Thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Alright bye.