AccountId: 011433970860
ContactId: 11d2c3ba-45d6-452c-ae27-1e0d73668267
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180600 ms
Total Talk Time (AGENT): 55534 ms
Total Talk Time (CUSTOMER): 73677 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/11d2c3ba-45d6-452c-ae27-1e0d73668267_20250625T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, I'm trying to create the, this type of account now that we have to create to log in and I'm getting an error.
[AGENT][NEUTRAL] OK, well, I can assist you with that. Are you trying to sign on as an insured or a group?
[CUSTOMER][NEUTRAL] A group because we are an employer.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII], can you?
[AGENT][NEUTRAL] And what is that group uh group number, please?
[CUSTOMER][NEUTRAL] Group number is 260.
[CUSTOMER][NEUTRAL] 91
[AGENT][NEUTRAL] OK thank you hold on one moment.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify the group name, mailing address, and phone number, please.
[CUSTOMER][NEUTRAL] It's the Novo Administrative Service, [PII], and the phone number [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and you said it's still giving you an error when you're trying to create an account?
[CUSTOMER][NEGATIVE] Yeah, when I create the account it says no user was found with the information that was entered.
[CUSTOMER][NEUTRAL] But I'm trying to create the, the, the.
[CUSTOMER][NEUTRAL] The account
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] I would say try again, um, select create a new account and group and just put in the group number and your email address.
[AGENT][NEUTRAL] And see if it goes to the next step.
[CUSTOMER][NEUTRAL] So what, so I go where it says create your OSC account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, then go to group next, and then.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And just put in the group number and your email address.
[CUSTOMER][NEUTRAL] The group number which.
[CUSTOMER][NEUTRAL] 26291 and then the email.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] With that it it let me uh do it complete your account set up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh, you're welcome. Thank you. Have a great day. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you, bye.