AccountId: 011433970860
ContactId: f3edf6d2-ade5-42ce-9616-22bfbab84d13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183850 ms
Total Talk Time (AGENT): 105076 ms
Total Talk Time (CUSTOMER): 106737 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f3edf6d2-ade5-42ce-9616-22bfbab84d13_20250122T14:52_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Loving Associates. How are you today?
[AGENT][POSITIVE] I'm great how are you?
[CUSTOMER][POSITIVE] Not too bad. It's Wednesday, midway through the week, yeah, good, no kidding.
[AGENT][POSITIVE] Yeah, thank goodness, right?
[AGENT][POSITIVE] Yeah. How can I help you?
[CUSTOMER][POSITIVE] Um, I'm calling because I have a question. One of our groups has reached out to me and um they're like, um, make us a portal, uh, logins for our new COO. I'm like, Great, I'll just wave my magic wand and have that happen, so.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Make it happen, yeah. What's the group number?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] It is 26012 and the name of the group is Florida Spine Associates.
[AGENT][NEUTRAL] Well that's fine. Let me got here really quick and see who's here.
[AGENT][NEUTRAL] Let's see, the agent on this is [PII], and you said [PII], how you see it.
[CUSTOMER][NEUTRAL] That's us.
[AGENT][NEUTRAL] [PII], let's see 3.
[CUSTOMER][NEUTRAL] So I'm not sure who the group is currently.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes, let's see, we've got uh [PII] is the contact at the group.
[CUSTOMER][NEUTRAL] Who is she's asking me?
[AGENT][NEUTRAL] OK, oh, really? OK.
[CUSTOMER][NEUTRAL] The same.
[AGENT][POSITIVE] Well, that's pretty.
[CUSTOMER][NEUTRAL] So I didn't know if I could like.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So you bounce it back on her because she's so far I know because I can look at the one for like their for health that's UHC. I know that she's the contact person there so it's like, OK, she's the one that needs to do it there so far it's that way pretty much down the line. I figured she probably was with you all too. So is she able to add somebody?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, they're really.
[AGENT][NEGATIVE] She needs to add her access because she hasn't even added her access. Once she adds her access, then she can do whatever she needs to do.
[CUSTOMER][NEUTRAL] Oh yay, yeah, OK so OK this I mean is there something that that she needs to do? Do you, I mean, do you need to reach out to her somehow or does she just need to do it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She just needs
[AGENT][NEUTRAL] She just needs, she just needs to go out to [PII].
[AGENT][NEUTRAL] [PII] and let me pull this up really quick. Let me just look at the sign in thing for let's see new users. I'm an employer or group. She just needs to register because she's with the employer, um, and just fill all that out and then she can, she'll have rights to add whoever needs to be added on on there.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If she has problems. Yeah, go ahead, go ahead.
[CUSTOMER][NEUTRAL] If I remember correctly.
[CUSTOMER][NEUTRAL] OK, is there like an instruction thing that I can send her that's on your website someplace?
[AGENT][NEUTRAL] Yeah, yeah, yep, yep, you can let me um what's your email address and I'll just email the instruction page over to you and if she has any questions my contact information will be on there and she can reach out to me or or if I need to reach out to her that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, oh, that's great. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, give me a few minutes and I'll get this over to you. Is there anything else?
[CUSTOMER][POSITIVE] Perfect [PII] nope that's it so far today.
[AGENT][POSITIVE] All right. OK. Well, I'll talk to you soon, sir. You have a great day.
[CUSTOMER][POSITIVE] All right, you as well thank you so much mhm bye bye.
[AGENT][POSITIVE] Thank you. Thank you. Mm bye bye.