AccountId: 011433970860
ContactId: 06dffdaa-370e-48ee-81c8-83ce2342a3ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 624590 ms
Total Talk Time (AGENT): 203424 ms
Total Talk Time (CUSTOMER): 142477 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/06dffdaa-370e-48ee-81c8-83ce2342a3ab_20250609T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Premier Dental Care. Um, we recently switched over to APL for our benefits.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And I got an email to set up an account, however, I went to set it up and now it's looking like it's just set up under my name and I need to reconcile a bill with y'all and I don't know how to get back to creating an account for the office.
[AGENT][NEUTRAL] OK, all right, Ms. [PII], I can help you with um your online service center. Can you please give me your group number?
[CUSTOMER][NEUTRAL] Mm, did he give me the group number yet? I have a tax ID number.
[AGENT][NEUTRAL] OK, and it's called Premier Dental Dental care is am I correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find your group number.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Are you brand new?
[CUSTOMER][NEUTRAL] Look, try Edwards Premier Dental.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'm looking at the paperwork he came in with.
[CUSTOMER][NEUTRAL] That day and it said Edwards Premier Dental.
[AGENT][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] Edwards Premier Dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh, I've got you.
[CUSTOMER][NEUTRAL] Pre PR OK.
[AGENT][NEUTRAL] Alright, let me go in.
[AGENT][NEUTRAL] Pull up your group.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your physical address for your group?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then can you also verify your email address for me?
[CUSTOMER][NEGATIVE] My email is [PII].
[AGENT][NEUTRAL] OK, and then the phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so much, Ms. [PII]. So in order to get other members onto the online services so that they can access it, you'll have to set them up because you're the group contact person.
[AGENT][NEUTRAL] So you're gonna need to go in there.
[CUSTOMER][NEUTRAL] OK, I'm trying to reconcile a bill for us too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so when you go to my groups.
[AGENT][NEUTRAL] On the dashboard?
[AGENT][NEUTRAL] And you click on invoice?
[CUSTOMER][NEUTRAL] Hang on, when I go to the dashboard.
[CUSTOMER][NEUTRAL] It just says resource center claim status file a claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's like you put it under me as a personal one to do.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] So did you click when you first signed up for it, did you click group?
[AGENT][NEUTRAL] On that second screen that says um best identify who you are, you can choose um group or broker or insured.
[CUSTOMER][NEUTRAL] I have no idea. I think I I might have clicked provider.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right, so you'll need to, let's see.
[AGENT][NEUTRAL] Let's try to get you back in and have you click on group using the same information that you used.
[CUSTOMER][NEGATIVE] How do I get back in because every time I log on it now it just brings me straight to the one that I'm in.
[AGENT][NEUTRAL] And if
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So clear out your browser.
[AGENT][NEUTRAL] And type in secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And then you're gonna um underneath the login of the welcome screen you're gonna do create OSC account.
[CUSTOMER][NEUTRAL] It's still clicking me back into resource center file claim.
[CUSTOMER][NEGATIVE] It's not bringing me back to that screen.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let me close out the browser again um.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Because you're gonna have to set it brand new under group.
[CUSTOMER][NEGATIVE] If I could get back to the main screen I could do that. It's just not letting me every time I click on secure and I type in that is bringing me to.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The one that's under my name I guess now.
[AGENT][POSITIVE] Oh goodness, OK.
[CUSTOMER][NEUTRAL] Let me see, maybe it's saved because it's I saved it on their password let me go in my passwords and take it out. Maybe that's it.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm also IM in somebody too to see if we need to get further help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know why I should have just called y'all.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] We'll get it
[AGENT][POSITIVE] Hopefully somebody will see this message soon.
[AGENT][NEGATIVE] Oh, I might be under the wrong.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me
[AGENT][POSITIVE] I'm gonna go into a couple of IMs different people to see if we can get some help.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'm going to need to do is I'm gonna have to send it to IT so that they can take out the email address under the provider because you'll need that for the group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once it's done, um we can send you an email or call you and let you know that it's complete.
[CUSTOMER][NEUTRAL] OK, because my, my personal, well my email for the office is the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, and you'll need that to sign up for the group.
[CUSTOMER][NEUTRAL] OK, so that's the one I created under the wrong one so they'll have to redo something with it I guess.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Yeah, they'll have to take it off of the provider that you went under.
[AGENT][NEUTRAL] Take it off of there and clear that out so that you can go in as the group.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so am I just gonna get another email?
[AGENT][NEUTRAL] You'll, you'll probably receive an email if I don't call you personally myself to let you know that it's been cleared out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right, sorry, but we'll get you fixed. My name is [PII]
[CUSTOMER][NEUTRAL] And what's your name again?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK. You're very welcome. You take care.
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] Mm bye bye.