AccountId: 011433970860
ContactId: f5d0f6a9-2715-4a60-a6ab-4010cd0ffd51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1142719 ms
Total Talk Time (AGENT): 352034 ms
Total Talk Time (CUSTOMER): 389851 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/f5d0f6a9-2715-4a60-a6ab-4010cd0ffd51_20250306T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a group on the line that's trying to set up their OSC and unable to. We verified all the information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's group number 26764.
[CUSTOMER][NEUTRAL] For Dem services.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have [PII] on the line.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, we got to the step where it's sending the um email for verification code and she is not getting it verified the email on file.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, it says pending identity.
[AGENT][NEUTRAL] So you said they're not getting the email the email to verify it?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm. All right, let's
[AGENT][NEUTRAL] Alright, you go ahead and send her on over to me.
[CUSTOMER][POSITIVE] Alright thank you let me get her on the line.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Ms. [PII], I have [PII] on the line. She's going to help you further, OK? OK, all right, thank you so much. And thank you for calling APL have a great day. You too. Bye bye.
[AGENT][NEUTRAL] Hi [PII], I understand you're having issues with verifying the email setting up the OSC.
[CUSTOMER][NEGATIVE] Yeah, I'm not, I'm not able to get it.
[AGENT][NEUTRAL] And she um verified the address with you, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so, um, I just wanna verify the domain again. It's [PII]
[CUSTOMER][NEUTRAL] Right, like digs, like a dog digs. Is that what you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, have you checked your junk mail folder by chance?
[CUSTOMER][NEUTRAL] Yes, and I went to Microsoft to send it to see if maybe there was something blocked that I didn't get notification on, and it's not there either.
[AGENT][NEUTRAL] You did.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh, what is this?
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] No, that's not it either.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I just don't know why.
[CUSTOMER][NEUTRAL] And the name is, um, the email is [PII].
[CUSTOMER][NEUTRAL] Yellow.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEGATIVE] Idiot [PII].
[AGENT][NEUTRAL] And there's an [PII] at the end of that, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I'm sorry, you got me tickled and I laughed and I didn't hear what the rest of you were saying.
[CUSTOMER][NEUTRAL] So it's OK.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I just don't know why you wouldn't be getting it, so because we with everything is accurate.
[CUSTOMER][NEUTRAL] And I cleared um let's see.
[CUSTOMER][NEUTRAL] I cleared my I just cleared my cookies and
[CUSTOMER][NEUTRAL] What else did I do?
[CUSTOMER][NEUTRAL] And it's something that says cookies and site permission so let's see maybe.
[CUSTOMER][NEUTRAL] Pop ups and redirects maybe.
[AGENT][NEUTRAL] I'm trying to figure out if there's a way that I can resend it to you but I don't know it doesn't show me a username yet so.
[CUSTOMER][NEUTRAL] Yeah, let's try.
[CUSTOMER][POSITIVE] Yeah, if we can just try if you can resend it to me that'd be great. Let me check and see if.
[AGENT][NEUTRAL] I'll come and see if I can.
[CUSTOMER][NEUTRAL] I have my email on my phone too so let me see if I need that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let me see if I can ask a colleague here real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] I just, I don't understand why you wouldn't have got it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm just not seeing anywhere it would allow me to do that.
[AGENT][NEGATIVE] Because it's not even showing me what you what you created uh your username yet so it usually I could go into that and oh she's telling me no oh no.
[CUSTOMER][NEUTRAL] Yeah, and see when I try to create the new user it won't, it won't let me just says oops, you know.
[CUSTOMER][NEUTRAL] And um let me just make sure I'm choosing the right thing. It says I'm an employer or group who offers APO products to my employees or members.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's what I was doing.
[CUSTOMER][NEUTRAL] Put a group number in.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I even we even tried.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] We even tried Louisiana at the home office information.
[AGENT][NEUTRAL] Yeah, I have a I have a verification code here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] profile ID.
[CUSTOMER][NEUTRAL] That says it was sent?
[AGENT][NEUTRAL] No, ma'am, um.
[AGENT][NEUTRAL] It's, it's telling me that the status is pending uh no identity manager status so it's just it's like it's waiting for that email to be uh confirmed so.
[AGENT][NEUTRAL] Um, but it, it's given me a verification code.
[AGENT][NEUTRAL] she's telling me something was done today.
[AGENT][NEUTRAL] Maybe that's all you'll need is that verification code. Does it, uh.
[AGENT][NEUTRAL] Are you on the OSC site right now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And is it asking you for a verification code?
[CUSTOMER][NEUTRAL] No, I'm sorry, I'm on the APL site right now.
[AGENT][NEUTRAL] Right, yes, ma'am, uh, it's our online service center.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, should I try to create it again and see if it.
[AGENT][NEUTRAL] No, ma'am. I'm asking, she's asking me to give you the verification code, but I'm not sure where you would enter that.
[AGENT][NEUTRAL] You ask her.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Since you haven't received the email and verified the email address, um.
[AGENT][NEUTRAL] Are you, what does it say when you try to log in with the information you you um set up?
[CUSTOMER][NEUTRAL] I tried it all over again because I don't remember that we did so many different things um let me see information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, the group number I have is 2676426764. I tried both the mailing address and the physical address, but since the mailing address is on the bill, I tried that for 7711.
[CUSTOMER][NEUTRAL] Her phone number [PII].
[CUSTOMER][NEUTRAL] Maybe 6. There's my email. It says oops, there seems to be a problem. No user was found with the information that was entered. Please try again if this error persists, please contact customer service option 4.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] be
[AGENT][NEUTRAL] Alright, what is that error say again?
[CUSTOMER][NEUTRAL] Um, no user was found. OK, so at the top and bold it says oops, there seems to be a problem, and then it says no user was found with the information that was entered.
[CUSTOMER][NEUTRAL] Please try again. If this error persists, please contact customer service [PII] option 4.
[AGENT][NEUTRAL] And this is the um after trying to just start all over again?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Saying I need a company identified provided by HR.
[AGENT][NEGATIVE] It's just crazy cause it's giving me a verification code and I just don't understand why you're not getting.
[AGENT][NEUTRAL] That email
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] She's um been around a little bit longer than I have, a lot longer than I have, so she's uh helping me out here.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] My name is still misspelled with.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] You to switch so far.
[CUSTOMER][NEUTRAL] Pardon me? I like the I and the R.
[CUSTOMER][NEUTRAL] Oh it shouldn't be no, no, this is, yeah, OK, um, if you give me just a minute, I'm on line with somebody and then that's OK, no, that's OK.
[AGENT][NEUTRAL] I apologize this is taking longer than you had hoped.
[CUSTOMER][NEUTRAL] Oh, that's looks.
[AGENT][NEUTRAL] I mean it says that you tried to do it record inserted at [PII].
[AGENT][NEUTRAL] It gives me a profile ID of there's a number and a verification code if you could get to somewhere that you know you could enter that verification code and that would work but.
[AGENT][NEUTRAL] Uh, she's replying here.
[AGENT][NEUTRAL] Oh, OK, hold on, let's see.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, she's saying it let her open it up for the the verification code to be entered.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Wait a second.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, she says you just have to click new new user and go through the process again, but that's what you did, oh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't know what's maybe it's.
[CUSTOMER][NEUTRAL] Of the.
[AGENT][NEUTRAL] You've already cleared your cookies, huh?
[CUSTOMER][NEUTRAL] Yup.
[AGENT][NEUTRAL] Because it's allowing her to try to start over like in your like in your place, she's trying to start over for you and it's allowing her to get to the point where the verification code would need to be entered.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, well, um, it says I'm an employer got that. Um, I've refreshed my screen and then do it all over again. I just get this number again.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEGATIVE] I'm sorry, I'm gonna cut her.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Maybe it's um let's see.
[CUSTOMER][NEUTRAL] We need
[CUSTOMER][NEUTRAL] Maybe she's using different information because I'm using the zip code off the bill.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so let's see. I have a zip code is [PII].
[CUSTOMER][NEUTRAL] Um, it's the mailing you want me to put that because that mailing address is [PII] I mean [PII].
[AGENT][NEUTRAL] Let's try [PII], just because I feel like that's because that's your physical address, maybe that's what it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] Alright, so [PII], let's see, and the phone number I have.
[CUSTOMER][NEUTRAL] What phone number did I have? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me try [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] S
[AGENT][NEUTRAL] And then Midland of course in [PII].
[AGENT][NEUTRAL] Oh, you don't, yeah, you do. OK, and then the email of course is yours.
[CUSTOMER][NEUTRAL] No, oops, wouldn't be a problem. No user is found with the information.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I tell you what, the only thing I can think of is to log off and log back on, like, you know, restart my whole computer or something because I'm getting, well, I'm getting mail from other sources.
[AGENT][NEUTRAL] So you were able to get through the whole process before without this error and then it was saying that an email was sent?
[CUSTOMER][NEGATIVE] No, it never told me an email was sent. It just keeps giving me.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I was miss
[AGENT][NEGATIVE] I was misled to believe that you had already been through this process one time. OK, so you were never able to get fully, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So no no email has been sent. I'm, I'm sure that's what it is. It's something to do with um.
[AGENT][NEUTRAL] Oh let's see, hold on a second, it's something to do with the information not matching. Let's see.
[AGENT][NEUTRAL] Let me ask her real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you did try the [PII]-Eleven zip code with all that information before?
[CUSTOMER][NEUTRAL] Yeah, let me go back and try that because I might not have tried with the 504 number.
[AGENT][NEUTRAL] OK, let's try that because that's definitely the phone number.
[CUSTOMER][NEUTRAL] Oh, we might have something hold on, we might have something.
[AGENT][NEUTRAL] OK, she's telling me it's
[AGENT][NEUTRAL] Yeah, she's telling me it's the billing address, so it is the [PII]en.
[CUSTOMER][NEUTRAL] OK, the [PII]leven, which is our uh.
[CUSTOMER][NEUTRAL] Mailing address and the 504, which is the home office's phone number, is doing something allowing me to do something. It just keeps saying it's 13 now. Oops employer thanks verification code has been sent maybe then.
[CUSTOMER][NEUTRAL] I make a note that it's.
[CUSTOMER][NEUTRAL] It's not our phone number either, um.
[CUSTOMER][NEUTRAL] I didn't get the email yet.
[AGENT][NEUTRAL] But you're able to go through the whole process?
[CUSTOMER][NEUTRAL] Yeah, and now it's just asking me if you did not receive an email containing the code, please contact customer service team da da da da da option 3.
[AGENT][NEUTRAL] OK, go ahead and check your uh junk though before you do anything.
[CUSTOMER][NEUTRAL] Yeah I checked that or something, but.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] We're having a windstorm, so it might be it might do with that.
[CUSTOMER][NEUTRAL] Can she give me the verification code?
[AGENT][NEUTRAL] Uh, I believe that let me give you this one because I believe this is the right code. I'm not 100% sure it says verification code, so, um.
[AGENT][NEUTRAL] It's pretty long, so it's a [PII]U as in UFO.
[AGENT][NEUTRAL] [PII]F as in Foxtrot.
[AGENT][NEUTRAL] [PII]ital J as in January.
[AGENT][NEUTRAL] [PII]ay.
[AGENT][NEUTRAL] Capital U as in UFO.
[AGENT][NEUTRAL] Lowercase K as in kite.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]y.
[AGENT][NEUTRAL] [PII]c.
[AGENT][NEUTRAL] The number 0
[CUSTOMER][NEUTRAL] The number what?
[AGENT][NEUTRAL] Lowercase
[AGENT][NEUTRAL] Number 0
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]om.
[AGENT][NEUTRAL] And then the next 3 are gonna be all capital it's P as in Paul.
[AGENT][NEUTRAL] R as in Robert.
[AGENT][NEUTRAL] A as in apple.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Validating. OK, let me in.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][POSITIVE] I'm so sorry that I just, I, they, they told me that you've gone through the whole process and I was thinking everything was uh accurate so I should have started from the beginning. I do apologize.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's OK. That's OK. I'm gonna, I'll call back if I have any more issues, but I think I got it.
[AGENT][POSITIVE] Awesome, thank you so much for calling APL. I hope you have a great and less hassle rest of your week.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you