AccountId: 011433970860
ContactId: 13ff9581-a5d1-404f-a459-686069cd4314
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 795859 ms
Total Talk Time (AGENT): 305085 ms
Total Talk Time (CUSTOMER): 257842 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/13ff9581-a5d1-404f-a459-686069cd4314_20250610T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi [PII], my name is [PII] and I'm struggling to get into my admin account since you all have changed the website. The, uh, initial plan administrator, he has gone in and redid his account, and I got the email from you all stating that, you know, click here to finish registering your account. When I click there I still get an error message. I'm getting annoyed at this point because you all decided to change the website.
[AGENT][NEUTRAL] Yes, ma'am, I understand.
[AGENT][POSITIVE] Well it was definitely an improvement for the website so it's no longer needed for um a user name and um it's just so much better in so many different ways so I apologize it's giving you issues at the moment I have um had one other person tell me that that link it works but then you're having issues is it where you're entering where you should be entering the verification code?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So the email that I got from your APL OSC user account, welcome. the authorized user has added you under their account. The user name is for request group search, and it's your email address. I put in my email address well then the email says click here to finish your registration. Click there, it takes me to a page that says an error has occurred if it persists call you all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I just, yeah, if you all can find me, give me a temporary password and so I can get on with my day, that would be great or if you wanna resend me a new registration link, we can try it out because I got that link on Friday.
[AGENT][NEGATIVE] I don't believe that I I know I wouldn't be able to give you access like immediate just it's something that they're having to work out um.
[AGENT][NEUTRAL] I have to
[AGENT][NEUTRAL] Uh, I apologize. I'm trying to figure out what to do because I can't give you immediate access. The only thing I could tell you would be the access that your admin has created at the moment, um.
[AGENT][NEUTRAL] Yesterday was the first time I had heard of additional users having issues uh and I am putting in with our IT department right now.
[CUSTOMER][NEUTRAL] Yeah, so, so.
[CUSTOMER][POSITIVE] Yep, yep, so let's kind of back up, let me give you the group number so you can at least see that I'm in there.
[AGENT][NEUTRAL] Let's see what's that group number?
[CUSTOMER][NEUTRAL] Let me know when you're ready for that.
[CUSTOMER][NEUTRAL] It's at 261-777 and the company name is Quest Group Search.
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][NEGATIVE] I'm trying to sign up because you all bumped everybody else. Everybody has to basically re-sign up. So when I go to sign up, I put in the group number. I put my email on record, which is [PII]. I hit next.
[CUSTOMER][NEGATIVE] It says error call you all.
[AGENT][NEUTRAL] 261-777.
[CUSTOMER][NEUTRAL] And I click on group as what role best describes you. I clicked on group because.
[CUSTOMER][NEUTRAL] I'm trying to log in as the admin, not as an employee.
[AGENT][NEUTRAL] Right, yes, if.
[AGENT][NEUTRAL] If uh and the the account has already been set up then you wouldn't be setting up a new one you would just be logging in with his email address.
[CUSTOMER][NEUTRAL] So it's his email address, not my email address, even though the email came to me and said your username is your email address.
[AGENT][NEUTRAL] Right, so what happened was the initial account was set up by [PII].
[AGENT][NEUTRAL] And then you were added under that account as an additional user and that's how you receive that email to get into his account.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Got you. So what do you
[AGENT][NEUTRAL] It would be his email address and password um I'll have to put in a ticket.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That doesn't make sense though.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Yeah, because if I had my own access before why am I using someone else's credentials to log in? That does not make any sense. That's not how the system was before.
[AGENT][NEGATIVE] You, you wouldn't be using, you wouldn't be using someone else's credentials once you got set up that email was setting up your own log in, but for some reason the site is not allowing it and that's what I was about to say that I'm gonna turn in a ticket that additional users being added are having issues um.
[AGENT][NEUTRAL] So the account has been set up under [PII] and then the additional users are just having issues at the moment.
[CUSTOMER][NEUTRAL] OK. And so
[CUSTOMER][NEUTRAL] Yep, and so even if I try to.
[CUSTOMER][NEGATIVE] Log in as myself, I still can't get into the account so like employees, how can they get into the new website? I'm putting in my birthday, I'm putting in my zip code, I still can't even get into.
[CUSTOMER][NEUTRAL] The account that way either.
[AGENT][NEUTRAL] Right, because only one admin can have the account and then you will be set up as an additional user and that's what has been done.
[CUSTOMER][NEGATIVE] No, you, you, no, no, no, you're missing it, you're missing it. So, so we're pivoting now, not an admin. I'm not trying to log in as an admin anymore because that you're submitting an IT ticket for now I'm trying to log in as just an employee. I'm an employee who I wanna submit a claim to get my gap insurance. I can't do that either is what I'm trying to tell you. So on both spectrums, I, I used.
[AGENT][NEUTRAL] Right, I don't believe that um individuals can do that when they're under a group. I'll have to make sure of that 100%, but I believe
[AGENT][POSITIVE] We have individuals that uh once they retire or separate and they have policies that will port, they are able to create an account for themselves. I do not believe employees that are still part of a group can create an individual access um I will definitely find that out there real quick.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how does an employee who's trying to submit a claim get money? How do they do that?
[AGENT][POSITIVE] That is a good question. That's probably OK. I apologize. I'm still learning along with everyone else about this new site, so I do it.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Let's see, I was able to create my account on the employee side, not on the admin. I still need to get in as an admin.
[AGENT][NEUTRAL] Well Louis is the admin you would be an additional user under Louis, um, for whatever reason that link that you received in your email I'm just not sure why that's not working.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, someone's responding let's see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] They are not saying
[AGENT][NEUTRAL] Alright Lean let's see here.
[AGENT][NEUTRAL] So the number I have you calling from is [PII]. Is that a good callback number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] What is uh
[AGENT][NEUTRAL] The group's uh physical address and phone number.
[CUSTOMER][NEUTRAL] Uh, repeat your question for me.
[AGENT][NEUTRAL] Your group, what's the physical address and phone number?
[CUSTOMER][NEUTRAL] Uh [PII] um the phone number, I don't know which one they would have used on file. Everybody has their own phone line, so I don't, I don't know what phone number they would have tied to it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, so I do see where you had access on the old site, excuse me, I do see where there are two pending users, um, and it's just a matter of completing the registration, and that's where the issue is coming from.
[AGENT][NEUTRAL] For you because that email it should allow you to complete your.
[AGENT][NEUTRAL] Log in information and so after you're clicking that link, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I was able
[CUSTOMER][NEUTRAL] It just says it just keeps saying uh error occurred, call you all, but I'll say this I, as you and I have been on the phone, I've been able to create my employee side account, so I'm logged in, yeah, but I need the admin where I can see all the employees because I'm, I'm in charge, so I need to see that, but it at least let me create just my regular account as me as an employee so I can download my own ID card, whatever, whatever.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][MIXED] So at least that has been done and it the site does look nicer and cleaner, but I still need the admin access like I once had before.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Excellent
[AGENT][POSITIVE] Additional.
[AGENT][NEGATIVE] Error occurred.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So, I will need to.
[AGENT][NEUTRAL] Work on this today and I apologize. I, I, there's nothing I could do at the moment to get you access aside from.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] [PII]'s account, but um I will work on this and I will give you a call back personally, but that [PII] you said it was a good number to call you back?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, alright, I will get this figured out. You're not the only one so um.
[AGENT][NEUTRAL] I don't know what's going on with that link. Maybe the links, well, yeah, maybe does the link take you to the page it just says an error occurred?
[CUSTOMER][MIXED] Correct, yep, it takes me to you all's APL page but just an error.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She clicks the the email received it.
[AGENT][NEUTRAL] Takes her to the site.
[AGENT][NEUTRAL] But says error code. OK, alright, so.
[AGENT][NEUTRAL] Let me, uh, let me get this figured out for you and I will give you a call back hopefully this morning, but it might be this afternoon.
[CUSTOMER][POSITIVE] That's fine. Thank you. I appreciate it.
[AGENT][POSITIVE] Alright, thank you for your patience. I do appreciate you.
[CUSTOMER][POSITIVE] Thank you. Talk to you soon. Take care. Bye.
[AGENT][NEUTRAL] OK, bye bye.