AccountId: 011433970860
ContactId: 22d42609-a196-4c84-b3f0-610cadcfcaf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239710 ms
Total Talk Time (AGENT): 130259 ms
Total Talk Time (CUSTOMER): 84169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/22d42609-a196-4c84-b3f0-610cadcfcaf3_20250606T15:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] and I am calling because I actually need IT support.
[AGENT][NEUTRAL] OK, um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course, the number is [PII].
[AGENT][NEUTRAL] Hi [PII], are you calling on behalf of a group?
[CUSTOMER][NEUTRAL] A group.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Then our account is 26644.
[AGENT][NEUTRAL] And can I get you to verify the um organization name and address?
[CUSTOMER][NEUTRAL] Intercare Health Services [PII].
[AGENT][NEUTRAL] OK. And um what is the issue that you're having?
[CUSTOMER][NEUTRAL] Well, um, we seem to, uh, unfortunately, which I'm really good at that, so I'm very upset at myself, lost my password, and I had it already saved in my computer, but you might have changed the format in your system because it does look like a different landing page. So when I went to log in, it default. So then I select forget your password and it's in my email I received the code, but when I enter the code, it comes back and says we cannot find that email address, so it's really strange.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, so we got a new online portal account uh it it launched on Monday of this week um so if you haven't created a new account yet you will create a new account um because it's a new portal uh the primary group admin will need to create the account first and then just like the old one they will go to manage users and then they will add um any of the other group admins that they would like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and I'm showing that the primary group admin, uh,
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] So she will need to create the account first, mhm.
[CUSTOMER][NEUTRAL] Who was one of the
[CUSTOMER][POSITIVE] Great timing because that's one of the reasons I was signing on one to make payment on the account or another to remove her as the admin today is her last day. So I will take care of that. Thank you.
[AGENT][NEUTRAL] Uh, you're welcome and go ahead and get that done, um, and if you still have issues, go ahead and give us a call back and if you need to, we can uh have you pay over the phone if if need be, OK?
[CUSTOMER][NEUTRAL] OK, really quick, I'm also part of the group administration here which is on human resources. Does it show an [PII] without authorization?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It does, but because her uh [PII]'s email is the email on file, she will need to create the account first um once you do that it will do just like last time, um, your information will transfer over so all the employees and all the claims or anything like that will be transferred over um I will say on her last day after she has signed up for the account you should be able to manage users after she gives you access.
[AGENT][NEUTRAL] Um, it'll just be she puts in your name and email and you'll do that, um, and go ahead and if you still need, if you have issues removing her, which you should be able to on the website, um, but in order to make whoever they decide to be the new primary, you'll want to send an email to care team.
[CUSTOMER][NEUTRAL] Will do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At [PII], um, letting us know who the new primary admin should be.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Myself. All right. Thank you so much.
[AGENT][POSITIVE] Right, thank you for calling APL. If there's nothing else, [PII], I hope you have a great day.
[CUSTOMER][POSITIVE] Same. Thank you so much.
[AGENT][NEUTRAL] Right, bye.