AccountId: 011433970860
ContactId: 23a2bed8-e229-4f52-b330-3f03de576335
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358540 ms
Total Talk Time (AGENT): 196534 ms
Total Talk Time (CUSTOMER): 95056 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/23a2bed8-e229-4f52-b330-3f03de576335_20250606T18:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I just need to know who has online access uh for a specific group.
[AGENT][NEUTRAL] OK, who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII]. I work for Pearl Benefits Group, the brokerage office.
[AGENT][NEUTRAL] Pearl Benefits group.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then as far as what you're asking about access, is that like OSC or what is?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] For um for invoices?
[AGENT][NEUTRAL] So who has access to invoices?
[CUSTOMER][NEUTRAL] Yes, like to make payments and.
[CUSTOMER][NEUTRAL] I know probably um.
[CUSTOMER][NEUTRAL] [PII] might have access, um.
[AGENT][NEUTRAL] Is OK, is it for a specific group I guess?
[AGENT][NEUTRAL] I, I, I'm not understanding. I guess I'm not understanding the sending the request. OK, so what do you have a group number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 27067.
[AGENT][NEUTRAL] OK, so we go off of the group contact which is [PII] or um the other one listed is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, um, I did receive an email, um, asking to give [PII] access, so I'm not sure if he's able to get in.
[AGENT][NEUTRAL] Um, so he's, if I can imagine what he's asking for, we launched a new online service center which is our online portal, so he, if he's had access to our our last OSC, he needs to go back to our website and create a new OSC at the group level, and he would be able to get in to see those invoices for this group.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, you said LSC?
[AGENT][NEUTRAL] OOSC online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, see.
[CUSTOMER][NEUTRAL] I just wanna be able to let him know how to do that if anything um but if he made it the first time.
[AGENT][NEUTRAL] I mean, I'm assuming he made it the first time if he's had it for a while and been with us for a while, then it could be, you know, days, months, years type situation because we have had an online service center for a while so he would just need to go on to our website and then he goes to sign in and then it takes him to a screen that says create a new OSC account and then he would just follow the prompts from there.
[CUSTOMER][NEUTRAL] You should
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect alright I'll, I'll let him know uh how to do that and I'll also let him know that he's still listed as a contact so he, he should have no problem getting access again.
[AGENT][NEUTRAL] Yeah and then I would suggest that if he does have an issue that he give us a call um so that we can because the the information is sensitive to what we have like in our system so if he has errors then like.
[AGENT][POSITIVE] I would, I would say that he would need to come directly to us so that we can give, like, like we could help him and not have to go through like multiple people to give him answers, if that makes sense to us to any question he might have, cause it is.
[AGENT][NEUTRAL] It it would be sensitive based off of, like, to be honest, let me see if I
[AGENT][NEUTRAL] I don't even know what the questions the new OSC is asking for groups, so let me look on our website really fast and then.
[AGENT][NEUTRAL] Let me create your own OSC account. We are a group.
[AGENT][NEUTRAL] Next, so yeah, group number and then the email on record.
[AGENT][NEUTRAL] So those are the two, the two things that are required for him to know.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, so we have [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yes, yeah.
[CUSTOMER][NEUTRAL] [PII] yeah I.
[CUSTOMER][NEUTRAL] Oh OK, not a problem um, yeah, they were also asking if whoever currently has access can give someone else access, but, but they have to create the log in themselves, correct?
[AGENT][NEUTRAL] Yeah, nobody right now like brokers, agencies groups they no longer have access to the old account that old account the old OSC is gone so every broker, every agency, every group who wants on the new online service center, they all have to go in and they all have to create a new, a new log in.
[AGENT][NEUTRAL] A new account so nobody as of right now could unless um are you you guys are the agency correct pro benefits group?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah, unless you guys have like an agency account, then he would have to go in and set that up.
[AGENT][NEUTRAL] As on the group level.
[CUSTOMER][NEUTRAL] OK group level.
[CUSTOMER][POSITIVE] OK, not a problem. I'll go ahead and I'll and I'll send them the the steps to sign in. Thank you so much for your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Of course. Yeah, I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks.