AccountId: 011433970860
ContactId: 1d2907bc-612a-404a-b3b9-1bcb8f73862e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236410 ms
Total Talk Time (AGENT): 101378 ms
Total Talk Time (CUSTOMER): 91113 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/1d2907bc-612a-404a-b3b9-1bcb8f73862e_20250528T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] from Benefits Broker. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good thank you um I was calling to see what phone number um an employer admin might call if they're having problems logging onto your website.
[AGENT][NEUTRAL] Onto the OSC.
[CUSTOMER][NEUTRAL] Onto the yeah the APO website for so they could uh you know like pull their invoice or something like that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, um, so I do know that we are having um a launch of the a new program on that that could be an issue of it, but let me put you on a brief hold and let me see who, um, I have good phone number for them would be OK?
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], who does the group go to if they're having issues with the OSC?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] They're having issues logging in.
[AGENT][NEUTRAL] I would go and look at their information and see if their passwords expired.
[AGENT][NEUTRAL] With the current. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][POSITIVE] I am yes.
[AGENT][NEUTRAL] OK, do you know the group number by chance?
[CUSTOMER][NEUTRAL] Uh, let me get in on that, yes, and I can get you that. Let's see here, oops.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The group number is.
[CUSTOMER][NEUTRAL] 11751.
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And um do you know which um group contact is trying to get in by chance?
[CUSTOMER][NEUTRAL] Well, she, I'm, I'm not sure if it's just your website or she's trying one of the other carriers, you know, because she's new, um, it would be for [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, you're roasty, um, she just said this morning she emailed me saying I'm having problems getting logged into the website, so I thought I would reply back to her and just give her, you know, American Public Life phone number and then the other carriers that she has just in case it's she wasn't real specific so I'm like I'm just gonna give her all at once so that it's all there for her.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah absolutely I I totally understand that um there won't be like a direct phone number just for that.
[AGENT][NEUTRAL] Um, but if you want to have her send an email, um, to [PII] or if you wanna be on it as well or forward the email to us, we can help with that. It does look like her account is pending but active, so it, it just means that she's a part of the enrolling process, um, so she should receive an email with a verification code to set that up, um, that that account up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And and make sure she checks the junk folder and everything.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] OK perfect all right I'll relay that information. I'll add it into the other, the other group carriers that I'm doing for her.
[AGENT][NEUTRAL] OK perfect well um is there anything I can help you with [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all that I had. I appreciate your time.
[AGENT][POSITIVE] Absolutely have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] OK.