AccountId: 011433970860
ContactId: 2584167f-1185-447b-8415-9d527fe49eff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482029 ms
Total Talk Time (AGENT): 209671 ms
Total Talk Time (CUSTOMER): 131811 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2584167f-1185-447b-8415-9d527fe49eff_20250617T12:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. Um, I'm calling from the brokerage firm, uh, Atlantic Benefits. Um, I'm having issues trying to log into my APO account. Um, it's kind of weird because I was able to log in successfully yesterday and then later on during the day I try to log in again, but, um, it's giving me an error, um, saying that my password is incorrect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It's weird because it's asking me for when I created my in my initially created my account, um, you know, I use a user name and password you know but now it's asking me for my email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, um, a couple weeks ago we, we did upgrade our OSC and everybody had to create new accounts. Did you, did you create a new account like within the last week or two?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, no, I initially.
[CUSTOMER][NEUTRAL] I'm looking here at the registration email. It was on [PII], so I think that may have been before the update.
[AGENT][NEUTRAL] Right, so what you need to do is when you get to the login screen instead of using your username and password you're gonna hit hit create account and you're going to create a new account.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, let me see, create your OS OSC account.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, now, are you with the broker's office? Is that what I understand?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. Yeah.
[AGENT][NEUTRAL] Can you tell me who is the agent of are you trying to create, are you gonna wanna create the broker's account or the agency account?
[CUSTOMER][NEUTRAL] Um, so I believe it would be for, well, I guess I could it's to manage the benefits for the employee because I'm employee benefits, so it would be for one specific account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you know who the agent of record, um, who's appointed with APL?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's uh
[CUSTOMER][NEUTRAL] [PII], she's the agent.
[AGENT][POSITIVE] OK. OK, perfect. That's what I needed to know.
[AGENT][NEUTRAL] That's gonna tell me.
[AGENT][NEUTRAL] She already started a brand new account.
[CUSTOMER][NEUTRAL] I continue to proceed with the
[CUSTOMER][NEUTRAL] The access, the sign up.
[AGENT][NEUTRAL] Yeah, I'm just waiting to um get in to see if you need to create that her broker account or her agency account so if you'll hang tight with me real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you're with All Atlantic benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now I do see that somebody has already started the new account, the new agency account for all Atlantic benefits so um I'm, I'm not able to see who actually did it, but, um, it's tied to an email of accounts at all Atlantic benefits and what they would have to do is give you or create a user for you.
[AGENT][NEUTRAL] Does that make sense? They need to create, so I, I really don't know who is the person at all Atlantic benefits who started the account, um, but it is active.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So you would need to probably find out who started the account and ask them to add you as a user.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, it doesn't really help me right now, um, but she's out of town for.
[CUSTOMER][NEUTRAL] About 2 weeks or so.
[AGENT][NEGATIVE] OK, now like I can't, I can't create you as a user. I don't have that kind of access so um.
[AGENT][NEGATIVE] Like I said, somebody in the Atlantic benefits office would know who started that account. I really, I can't, I, I don't have access to tell you who actually did it.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, but how does they actually have to reflect mine? I know I'm like I'm.
[CUSTOMER][NEUTRAL] And all about that like
[CUSTOMER][NEUTRAL] So that actually that whoever created it reflects mine whether I can create one or not.
[AGENT][NEUTRAL] Um, you won't be able to create a new account. Um, the person who started the new account has to make you a user. They, you can't just start your own account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's uh pretty frustrating.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I apologize, but I mean that was.
[CUSTOMER][NEUTRAL] Is is there a
[CUSTOMER][NEUTRAL] Is uh is there anyone else in your team management that is able to see that?
[AGENT][NEUTRAL] No, that's part of our it, it's. To keep the account secure, um, so the person who owns that account would have to make you a user. I apologize that I don't have that information, but that's just part of our new secure, um, to help to keep the account secure.
[CUSTOMER][NEUTRAL] Alright, so when you say the person who created the account, um, I mean it don't have to be product.
[AGENT][NEUTRAL] Not necessarily, it's somebody who um.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] At the address of accounts at all Atlantic benefits, that's the only thing that I can see that the account is tied to is that email address.
[CUSTOMER][NEUTRAL] So basically what you're saying is until that, until that account was cre[PII], I'm not able to create my own account.
[AGENT][NEUTRAL] You're never gonna be able to create your own account that there's one agency account and the person who manages that one agency account can create you a user so that you can get into that account and right right but I I can't create that for you.
[CUSTOMER][NEUTRAL] OK, my own user sorry.
[CUSTOMER][NEUTRAL] OK, so until that.
[CUSTOMER][NEGATIVE] New account is created. I can't create my own user.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well I'll try my luck with.
[CUSTOMER][NEUTRAL] The service center team as well because.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright alright thank you thanks.
[AGENT][POSITIVE] Thank you. Have a nice day.
[CUSTOMER][NEUTRAL] Alright, you too.