AccountId: 011433970860
ContactId: 0e3c4929-47fd-409e-9a2b-59f0b75cf449
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472309 ms
Total Talk Time (AGENT): 201969 ms
Total Talk Time (CUSTOMER): 146122 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/0e3c4929-47fd-409e-9a2b-59f0b75cf449_20250522T19:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], I'm trying to set up my new user ID online, but I am finding it difficult.
[AGENT][NEUTRAL] OK, you're the, are you the insured and you're trying to set up your online service center profile?
[CUSTOMER][NEUTRAL] No, I manage a group.
[AGENT][NEUTRAL] OK, you're a group, the group admin and you're trying to register for the first time?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so one moment please.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII], my last name is [PII].
[AGENT][NEUTRAL] Can you spell your last name for me please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII] Is that correct?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK, thank you. And then also your um callback number?
[CUSTOMER][NEUTRAL] Yeah, area code [PII].
[AGENT][POSITIVE] Thank you. And then the group number, please.
[CUSTOMER][NEUTRAL] 27051
[AGENT][NEUTRAL] OK [PII], thank you. Give me a moment to get the group's information pulled up and I will have to verify several things with you first for security, so one moment.
[AGENT][NEUTRAL] OK, so if you could first please verify the name and address for the group.
[CUSTOMER][NEUTRAL] Yes, Broward Oaks Nursing and Rehabilitation. The address is [PII].
[AGENT][POSITIVE] OK, thank you. And then,
[AGENT][NEUTRAL] Who would be we do not show you as the contact for the group, [PII] who would we have listed?
[CUSTOMER][NEUTRAL] Um, either myself, [PII] or [PII] [PII].
[AGENT][NEUTRAL] Mm, no, ma'am. That's not the contact person's name that we have.
[CUSTOMER][NEUTRAL] OK, is it because it's managed by by Pearl Benefits? Is that why you wouldn't have us directly, like our payroll benefits person?
[AGENT][NEUTRAL] Now, what is the first, let's look at the email. What's the email that we would have on on file for you all for the group?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so I, like I said, it should be [PII] or [PII].
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] If you have anything with benefits, that would be, if you have anything with pearl benefits, that would be our benefits group that we use to secure insurance.
[AGENT][NEUTRAL] Yes ma'am, but the email that we have on file for the group as a whole is not affiliated with the.
[AGENT][NEUTRAL] Agent.
[AGENT][NEUTRAL] But it is something different than what you have given me and then there's a different contact person's name on here and I, I can't disclose what that is, [PII].
[CUSTOMER][NEUTRAL] OK, so and it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For security purposes.
[CUSTOMER][NEUTRAL] Would it be
[CUSTOMER][NEUTRAL] Would it be [PII]. She's our administra our our assistant administrator.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me just one second, let me find out from our benefits.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So that might be.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] All I have.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] OK, so what all I can tell you is that if the group's contact information, any of it needs to be updated again what well the there's one piece of information we didn't verify, [PII], what is the main phone number that we would have on file for the group?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so we do have that, but the contact name, like I said, due to security reasons I can't disclose what that who we have listed, so I don't know who this is, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the email that is on file is not either of the two email addresses that you provided for me?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if any of the group's overall contact information needs to be updated we would have to receive that in an email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can provide you the email address that would be sent to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would that be the care team?
[AGENT][NEUTRAL] If you would like
[AGENT][NEUTRAL] Uh-huh, it would be.
[CUSTOMER][NEUTRAL] At AM public
[AGENT][POSITIVE] Yes, ma'am. It certainly would be. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just include the group number and what would need to be.
[CUSTOMER][NEUTRAL] OK, I'm just
[AGENT][NEUTRAL] Updated.
[CUSTOMER][NEUTRAL] OK, so if I get the right, so I'm at the once I hear from our um coordinator, um if I able to secure what that email on record is, I think that's the only thing that I miss um in order to get my.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Bad in the con
[AGENT][NEUTRAL] The contact the primary contact name and the primary and the email that we have on file for your group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Those are the two pieces of information that we weren't able to verify.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] All right, so, um, I haven't heard from them. I just emailed them. So if hopefully I'll today. If not, I'll try to call you back tomorrow to see how I can.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Log on.
[AGENT][NEUTRAL] Yes, ma'am, because until we can either verify this information to be able to tell you more about.
[AGENT][NEUTRAL] How to go about doing that.
[AGENT][NEUTRAL] Or if this information needs to be updated to something different than what we currently have on file that would have to be done before you would be able to create a profile.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Right. All right. Thank you so much. I appreciate your time.
[AGENT][POSITIVE] Well, oh, absolutely, [PII]. You're very welcome. Is there anything else I could try and help you with today?
[CUSTOMER][POSITIVE] No, that would be all. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Well, you're very welcome and thank you for calling APL. I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.