AccountId: 011433970860
ContactId: 20c98b0a-06d2-4afe-bb6b-4211b30aa645
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388910 ms
Total Talk Time (AGENT): 206775 ms
Total Talk Time (CUSTOMER): 142937 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/20c98b0a-06d2-4afe-bb6b-4211b30aa645_20250130T15:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi, good morning, [PII]. I'm calling from Point of America too, and I'm trying to create a new user account, uh, but when I enter my information is once I try to go to the next step, I get a message says no user was found with this information. Please try again or contact customer service.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, you're trying to sign up as the group or as a provider or as like an individual?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] As an employer.
[AGENT][NEUTRAL] OK, so you're a group, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well, I can definitely assist you with your online service and sign up. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, OK, my name is.
[CUSTOMER][NEUTRAL] OK, first name [PII], that would be [PII].
[CUSTOMER][NEUTRAL] Y A N I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And last name is [PII]
[AGENT][POSITIVE] And then a good contact number and your group number.
[CUSTOMER][NEUTRAL] OK, the contact will be [PII] and the group number is 18196.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look on this side. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 18196.
[AGENT][NEUTRAL] OK. Is [PII] available?
[CUSTOMER][NEUTRAL] [PII], she is off today. She's sick. um, I can let you speak to my manager.
[AGENT][NEUTRAL] Well, the reason I'm asking is because [PII] is listed as the only contact for the group. So the best thing to do, um, that might be why it's an error depending on what you're entering.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We can do 2, well, really, it's only one thing to do. Um.
[AGENT][NEUTRAL] Because even if your manager sends it, [PII] is the only one on here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And, um, would it be possible, yeah, because we
[AGENT][NEUTRAL] So let's
[AGENT][NEUTRAL] Oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] No, it's OK. um, uh, I know [PII] will be retiring soon, so how do we proceed if she's not here?
[AGENT][NEUTRAL] So all we need to do is add is update your group contact list so that when you um when you know, you or anyone from the group that you advise, you know, authorized to call and speak on the group's behalf, we can speak with you and it will also show up on the online service center as you have a profile and you can, you know, work the online service center. So I'm gonna, I'm gonna give you the care team email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it's [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. So [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, in the subject, you'll just put your group number and group contact.
[AGENT][NEUTRAL] Updates and then you can put that [PII] is retiring, um and if you want her taken off now to be taken off and um whoever the name and email of whoever is authorized for the group to call on the group's behalf and we'll update that and that may help you with the online service center because like if you're entering a different email than she has, it'll give you that error, um, that type of thing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, so when we do this, would I be able to also add our manager as well so there will be more than one contact other than you know just one person?
[AGENT][NEUTRAL] Yes, you can list whoever, you can list whoever needs access to the group, um, to call on the group's behalf or to work the online service center. So [PII] has like a parent account on the online service center and that's the only account. But once you're added as a contact, um, you can then go into the online service center um and make like your secondary accounts, but I would
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, would it be easier, would it be easier if [PII] sends this email adding other people or?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It just needs to, it needs to come from the group. Um, [PII] can do it because she's the only person on there, but if like if she was no longer there or, you know, who would probably be the manager that would do it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, perfect, thank you so much for your help and another question, um, I don't know if you'll be able to help me how can I request a copy of the invoice?
[CUSTOMER][NEGATIVE] Who the heck
[CUSTOMER][NEUTRAL] Would I have to get a call again or?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Once we get you added as a person, um, you can either
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And not a person, but like a contact, sorry, we can either, sorry about that. I thought about it after sorry. We, um, after we add you, you can either request it on the online service center once you set up your account or you can email that care team and ask for the request, I mean for the um invoice or
[CUSTOMER][NEUTRAL] No, no
[CUSTOMER][NEUTRAL] OK, for the invoice.
[AGENT][NEUTRAL] You can call us back or you can put it all in that email that's being sent if you want, if you need to.
[CUSTOMER][POSITIVE] Oh, OK, perfect. We do so you said to add the group number to this email correct group.
[AGENT][NEUTRAL] Mhm. The group number and then group contact changes or updates.
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.