AccountId: 011433970860
ContactId: 06d548e0-46d3-4b60-b45b-6d1c0e4f4cbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160919 ms
Total Talk Time (AGENT): 95389 ms
Total Talk Time (CUSTOMER): 69501 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/06d548e0-46d3-4b60-b45b-6d1c0e4f4cbd_20250613T18:45_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's [PII]. I'm calling from South Florida Pediatric surgeons. Do you know if you guys are having an issue with your website?
[AGENT][NEUTRAL] Um, are you trying to log into the OSC?
[CUSTOMER][NEGATIVE] I've been trying to log in, yeah, yeah, and it's not letting me keeps telling me we can't find your account.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] So as of last Monday we changed platform providers so even if you had a previous account you will need to go in there and set up a new account uh everything from your old account will transfer over but we're asking everyone to uh resubmit or recreate an account.
[AGENT][NEUTRAL] So when you go to secure.A in public?
[CUSTOMER][NEUTRAL] Oh, you would have thought they would have sent out a memo about that.
[AGENT][NEUTRAL] They did.
[CUSTOMER][NEUTRAL] I've been trying for several days to get logged in. I'm like, man, what is going on?
[AGENT][NEUTRAL] They did, but I think it uh I think some of our emails get sent to spam, um, but we emailed all of our, all of our um customers a while back, but I am hearing that a lot of it got sent to spam. um, so yeah, whenever you do go in and fill out the um the information, uh, I would only enter in the information on the boxes that are required, um, depending on what you're going for, um.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, are you a provider?
[CUSTOMER][NEUTRAL] Uh, we're a group like we have you guys are our supplemental insurance policy from my practice.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, yeah, you'll go to um whenever you create the account and you go to group I believe it's just going to ask for your group number in the email the primary uh group admin will need to go in there mhm.
[CUSTOMER][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's asking me for yeah.
[CUSTOMER][NEUTRAL] It's asking me for group number, zip code, phone number, city, email on record, and state which I just filled all that in that's.
[AGENT][NEUTRAL] Yeah, only fill out the ones that are required, um, so they'll have a little red star by it we're we're getting some issues some people are having trouble logging in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so that's only group number and email. OK, let me try that then.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, changes you made may help me save saying you're leaving the site now, OK, now it's asking for my email address again.
[CUSTOMER][NEUTRAL] And then it wants a verification code.
[AGENT][NEUTRAL] Right, so you'll fill out that verification code, you'll check for an email with that code. I believe it's from Microsoft.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] You'll verify the code and then you'll fill in everything else.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Alright, let's see if that works.
[CUSTOMER][NEUTRAL] OK, I think so. Email address verified you can now continue, OK.
[AGENT][POSITIVE] Great.
[CUSTOMER][POSITIVE] Alright, I'll give this a shot. Thank you so much.
[AGENT][POSITIVE] OK well thank you for calling APL. If there's nothing else, I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Right, right, bye.
[CUSTOMER][NEUTRAL] Bye.