AccountId: 011433970860
ContactId: 07a183ce-5fca-4113-be71-a32c8d6aa726
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 580650 ms
Total Talk Time (AGENT): 130291 ms
Total Talk Time (CUSTOMER): 166889 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/07a183ce-5fca-4113-be71-a32c8d6aa726_20250610T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm with Eligibility Insights. We're an employer that uses your, um, services, and I'm having a difficult time logging into my account today. It says it can't find me, and yet you can't find my email address, and yet I'm getting emails from you.
[AGENT][NEUTRAL] OK, [PII], I'll be happy to help you with that. Um, I think I'm, I, I probably know what the issue is, um, since we switched over to a new, um, we switched our website, we have a new website, um, but, uh, first, can I get um some information from you first is the callback, the number you're calling from the [PII] a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yes, ma'am. Perfect.
[AGENT][NEUTRAL] Oh, right. And can I get your group number, please?
[CUSTOMER][NEUTRAL] My, my what group number 22843.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 22843.
[AGENT][NEUTRAL] Alright, and could you verify the address that we should have on file for your group, [PII]?
[CUSTOMER][NEUTRAL] Uh, it, um, [PII].
[AGENT][NEUTRAL] OK, and is there a suite number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We have a suite number in the system.
[CUSTOMER][NEUTRAL] Well, I'm OK, well I'm just looking at the invoice that you sent me as the address.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just a second, um, let me think here hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you um alright so when you um log into the online service center, are you clicking on create a new account?
[CUSTOMER][NEUTRAL] I am not.
[AGENT][NEUTRAL] OK, can you do that for me and I will um walk you through the steps to make sure you can get logged in um because I think that's probably the issue because since we revamped the website.
[CUSTOMER][NEUTRAL] I'm, I'm sure it is. I'm sure it is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I clicked on that.
[CUSTOMER][NEUTRAL] And I've got choices which role best describes your group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Nothing's happening.
[AGENT][NEUTRAL] Well, um, after you click group, what do you, what do you see on the screen after you click?
[CUSTOMER][NEUTRAL] No, well,
[CUSTOMER][NEGATIVE] Uh, it just, nothing's happening not click group.
[CUSTOMER][NEUTRAL] We go back and start over, create your OSC account.
[CUSTOMER][NEUTRAL] Which best
[CUSTOMER][NEUTRAL] Group, OK, I see what, OK, I see what I did, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you could just um let me know what information you're entering in just so I can verify it because it has to be exactly what we have in the system or else it it'll say it won't let you through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um,
[AGENT][NEUTRAL] So it should ask for like a phone number and a zip code and stuff like that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm hardly for sneezing.
[AGENT][POSITIVE] No problem, bless you.
[CUSTOMER][NEUTRAL] OK, so I have entered group number 22846.
[CUSTOMER][NEUTRAL] ZIP code [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] City [PII] email on record [PII].
[AGENT][NEUTRAL] Your group number, did you say you entered 22846?
[CUSTOMER][NEUTRAL] Should be 843 you're right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when you send that, yes, and then it should send you a verification code to your email.
[CUSTOMER][NEUTRAL] Now I hit next.
[CUSTOMER][NEUTRAL] It says complete your account set up.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] All right, my phone got it, but
[CUSTOMER][NEUTRAL] I'm a little slow getting it there we go.
[CUSTOMER][NEUTRAL] They have filled in all the claim not verified email address. What did I?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And there was
[CUSTOMER][NEGATIVE] I just got out of order.
[AGENT][NEUTRAL] 2
[CUSTOMER][POSITIVE] OK, now I'm successfully created.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Now I can log in again.
[AGENT][NEUTRAL] Yes, you can log in and then if you want I'll just stay on the phone and make sure that you um are able to view your invoices and stuff.
[CUSTOMER][NEUTRAL] OK, so you're doing, you're doing two factor authentification stuff now, OK.
[CUSTOMER][NEUTRAL] Is it is the verification code going to my phone or to my.
[AGENT][NEUTRAL] It should go to your email.
[CUSTOMER][NEUTRAL] So you the email.
[CUSTOMER][NEUTRAL] Is there any way to have it go to the phone?
[AGENT][NEGATIVE] Uh, no, I don't believe so.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Just was asking
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, so let me in now. The dashboard hasn't updated yet, but.
[AGENT][NEUTRAL] And to view your invoices you should see something that says my group um in like blue and then you'll click on that and then on that screen you should see something that says invoices or invoicing.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] What can you do here?
[CUSTOMER][NEUTRAL] OK, I can see what I need to see.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No ma'am, uh, I thought I remembered something about you guys changing your.
[CUSTOMER][NEUTRAL] Uh, website, so it's not a surprise that I had to create a new account.
[CUSTOMER][POSITIVE] But everything is linked and I've got what I ne[PII] so thank you very much for your help this afternoon.
[AGENT][POSITIVE] No problem [PII], thank you for calling us and I hope you have a great rest of your week.
[CUSTOMER][POSITIVE] OK, thank you ma'am, same to you.
[AGENT][NEUTRAL] Alright bye.