AccountId: 011433970860
ContactId: 2141f3b1-0eb2-4344-a9b3-1056cce9932a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1102079 ms
Total Talk Time (AGENT): 340426 ms
Total Talk Time (CUSTOMER): 287017 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/2141f3b1-0eb2-4344-a9b3-1056cce9932a_20250609T14:55_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][POSITIVE] Hi, good morning, [PII]. How are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm well, thank you for asking.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I am trying to sign on to the website for the first time since the change and I need some assistance because the username and password that I used to log in is is no longer being accepted.
[AGENT][NEUTRAL] Mhm. The new system um requires an email, so, um, let me go ahead and pull up your policy. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]. And my name is [PII]. The group number is 23291.
[AGENT][NEUTRAL] Oh, you're calling from a group, OK.
[CUSTOMER][NEUTRAL] Yes, FNJ Engineering Group.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, now I have you here and I just need you to verify the group address, phone number and your email address.
[CUSTOMER][NEUTRAL] It's [PII] and my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Are you on the um the main online service center page where it says welcome?
[CUSTOMER][NEUTRAL] I am and I tried to create to create the account and I didn't get anywhere with that either, so I would you know appreciate some guidance.
[AGENT][NEUTRAL] OK, I'm just trying to track your steps so I know what you did. Um, so hold on one moment, I'm gonna do the same and let me see if I can get through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So being that I've never used this portal before, um, is the correct um choice to create your OCS account? Is that the correct thing?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Yes, I'm getting ready to go through it with you. I'm just trying to make sure I have everything on my end correctly. The phone number that you have, the phone number on file is [PII]. Is that the number that you're entering?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] No, that's not what I'm entering because that's the office line.
[AGENT][NEUTRAL] OK, yeah, but it's for the group, so we'll have to enter all the group information. Go ahead. Well, let me do it first and see if I can get the password. Um, if I can get to the password, then, then I'll know what to do. Hold on one second.
[CUSTOMER][NEUTRAL] Sure. Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah. So for the, um, we're gonna go ahead and click on create and then group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Group number 23291.
[CUSTOMER][NEUTRAL] Ma.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip we have on file is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Phone number we have
[CUSTOMER][NEUTRAL] You said phone number [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. City [PII].
[CUSTOMER][NEUTRAL] OK. And the email on record, is it [PII]?
[AGENT][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got it. Next.
[CUSTOMER][NEUTRAL] OK, continue.
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Did you get to the screen that asks for the verification and then the password?
[CUSTOMER][NEUTRAL] Yes, I am. I'm there. OK, um.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So once you do the verification and, go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, in terms of the password requirements, do you have specific characters that are allowed or not allowed?
[AGENT][NEUTRAL] It'll specify it on the website.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then if I wanted to add um another email address, so I want to change it from my my [PII] to accounting, can I also change it to accounting at [PII] instead of [PII]?
[AGENT][NEUTRAL] You'll have to send an email to the care team for the email address change and we can update that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It says came not verified email address. It says verification is necessary or fix send.
[CUSTOMER][NEUTRAL] OK, let me see if I got the code now.
[CUSTOMER][NEUTRAL] How long does it take to get the verification code in the inbox?
[AGENT][NEUTRAL] Um, I would give it, give it about a minute at the most.
[CUSTOMER][POSITIVE] OK, fresh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know that I, OK. I have the code.
[CUSTOMER][POSITIVE] Very fine.
[CUSTOMER][NEUTRAL] Um, it's the email address verified, you can continue now. OK. But you also have the option to change email, so could I change the email at this point? No, OK.
[AGENT][NEUTRAL] No, you'll have to, you cannot change the email. You'll have to send it to us an email and we'll update it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. For my personal account, is this where I would log in for the personal account as well?
[AGENT][NEUTRAL] So since you're the group admin, this will be your account um where it says display name, that will be the group given name will be your name, and then once you get into the portal, you'll be able to manage your users and add others if you need to, but as the group admin, this initial account would be yours.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but what about my personal where I would view my claims or upload my claims?
[AGENT][NEUTRAL] As a like as outside of the group for yourself, you would have to
[CUSTOMER][NEUTRAL] My an individual, yes, as an individual.
[AGENT][NEUTRAL] Then where we clicked on group to sign up for the group, you would then just click on insured and sign up as an individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's asking me to send a secure code again.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] I'm still not in as yet.
[AGENT][NEUTRAL] OK, I just sent the um
[AGENT][NEUTRAL] A link for a code to your email. Let me know when you get the code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not yet.
[CUSTOMER][NEGATIVE] Still nothing.
[AGENT][NEUTRAL] OK. Can you refresh and maybe check the spam as well?
[CUSTOMER][NEUTRAL] I have been doing that.
[AGENT][NEUTRAL] OK, I'm just trying to see. I, I don't know what part you're on because you kind of left me, so I'm just trying to catch up.
[CUSTOMER][NEUTRAL] I have been doing that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so did you ever receive a code when you um clicked on Sin code?
[CUSTOMER][NEUTRAL] I did and then I put that one in and then um it um it seems as if the account has been established and then I'm supposed to log in again and then um at this stage.
[AGENT][NEUTRAL] Wait a minute, so you, OK, wait, wait, wait, hold on. And in order for me to assist you, we got to do it together. So you've already received the code and entered it and it said that the account was set up. I, I didn't know that. Is that what happened?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] OK, so hold on one moment for me and let me see if there's an account on our end for you.
[AGENT][NEUTRAL] Because now you're doing it multiple times. OK, so you have an account already on file. The username, well, we're not using the username anymore, it's the the email. So yeah, your account is active, um.
[AGENT][NEUTRAL] And then there's another one that's pending with another, a different email that's not on file, so we can't use that. But for your email that's on file, it is active.
[AGENT][NEUTRAL] So you, so you can just disregard what I just did and then go back to the main screen and try to log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] Oh, but then when login comes up it says send verification code.
[AGENT][NEUTRAL] It's gonna say that each time. It's just for security.
[CUSTOMER][NEUTRAL] Really, like every time rather than a password?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But and then the cold takes so long to come.
[AGENT][NEUTRAL] I mean, I can let them know of your concerns, but from what I understand, yes, you'll have to.
[AGENT][NEUTRAL] Um, authenticate the account each time.
[CUSTOMER][NEUTRAL] OK, there's a lag, there, there's there's quite a bit of, there's quite a bit of, you know, of a lag in between getting the code.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Nothing yet.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] Yeah, the code takes way too long to come through.
[CUSTOMER][NEGATIVE] I don't know if you've gotten that concern from other users, but I don't think a code should be taken several minutes.
[AGENT][NEGATIVE] It shouldn't. Um, I haven't received that, that issue, but I will let them know that this group is having the issue with that at login.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, the call is taken longer than 5 minutes to come.
[AGENT][NEUTRAL] OK, well, I'll reach out to IT and have them give you a call or would you prefer a call or email to assist?
[CUSTOMER][NEUTRAL] Either one is fine, which, you know, whatever way works better.
[AGENT][NEUTRAL] OK, um, in trying to log on to the online service center, is there something I can assist you with?
[CUSTOMER][NEGATIVE] I'm trying to pay the bill for June because I haven't been paid to been able to log in for the bill. I have not scheduled payment for the bill.
[AGENT][NEUTRAL] OK, would you like to make the payment over the phone?
[CUSTOMER][NEUTRAL] I want to review the invoice first.
[AGENT][NEUTRAL] OK, would you like me to email it to you?
[CUSTOMER][POSITIVE] Yes, please. Thank you.
[AGENT][NEUTRAL] You're welcome. So I'll go ahead and email the June invoice to you now. Do you mind if I place you on a brief hold?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEGATIVE] I I like complaining.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] There is no June bill.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Oh, she renewal. Hold on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] So why would I go to EMPNX?
[AGENT][NEUTRAL] Are they saying it's been
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Whoa, is that what's happening? GRMAI. Oh, come on now like GRMA, uh, what is happening?
[AGENT][NEUTRAL] As of when?
[AGENT][NEUTRAL] Because the notes are saying.
[AGENT][NEUTRAL] 23291, OK.
[AGENT][NEUTRAL] There, so there's been a renewal since [PII].
[AGENT][NEUTRAL] What?
[AGENT][NEGATIVE] I'm just gonna go by this. Don't nobody got time for that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEGATIVE] Hi. So the code finally came in, but it's telling that the code is expired. Please request a new code. No, I don't have time to keep going in circles because the code takes 10 minutes to come in.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] We're already going to speak with IT in reference to that and they're going to reach out to you to assist with that error. In reference to your bill, um, the group is in renewal as of [PII], so when in renewal, the invoices don't generate. So once the renewal is completed, your invoice will generate and you'll be able to um pay the invoice then, but right now there's no invoice on file for June.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. All right. Please ask IT to call me so I can have this login issue resolved.
[AGENT][POSITIVE] Yes, I've already sent it over to them, so you should be receiving a call um shortly to assist you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what browser are you using?
[CUSTOMER][POSITIVE] Alrighty, thank you. OK.
[CUSTOMER][NEUTRAL] I'm using Edge. No, Chrome, I'm using Chrome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Chrome, OK. I'm gonna go, I've already sent that over. I'm gonna um added, I'm sorry, Chrome to it. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] OK. All righty.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all, thank you. OK.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Alrighty. OK, bye.