AccountId: 011433970860
ContactId: 287c7153-f233-4f96-a3d5-2da24177d346
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469739 ms
Total Talk Time (AGENT): 165801 ms
Total Talk Time (CUSTOMER): 182974 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/287c7153-f233-4f96-a3d5-2da24177d346_20250619T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Paramount Consulting and Engineering LLC.
[CUSTOMER][NEGATIVE] And the reason for my call is that uh I'm having trouble logging in or something has changed in your website.
[CUSTOMER][NEUTRAL] That uh
[CUSTOMER][NEGATIVE] And then, and I would like to make a payment for from this month bill and I'm unable to access it because it's asking me to log in with an email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's not.
[AGENT][NEUTRAL] Um, and you're calling on behalf of a group?
[CUSTOMER][NEUTRAL] That's not how I used to log in so.
[CUSTOMER][NEUTRAL] Yes, we, we are a group, yes, we're an employer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your group number?
[CUSTOMER][NEUTRAL] Uh, let me see, that's 17886.
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so about 2 weeks ago we got a new platform provider, um, and so we have been asking everyone to recreate or to create a new account. Once you create the new account everything should transfer over. However, for groups, the primary admin will need to create the group or create the account first and then they can add uh other admins as needed um so it looks like [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Is your she's your primary um so she would need to create the account first.
[AGENT][NEUTRAL] And then from there she can add you.
[CUSTOMER][NEUTRAL] OK, now
[AGENT][NEUTRAL] Um, if you would like to pay your
[CUSTOMER][NEUTRAL] Will I be, will I have to log in?
[CUSTOMER][NEUTRAL] OK, quick question, will I need to log in with an email always?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so that's a new security feature we added is once you create the new account um it will, you will sign in with an email and it will verify your email uh with a code each time yeah we're not doing it's not user names anymore.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. The, the, the reason.
[CUSTOMER][NEUTRAL] The reason I ask this is because
[CUSTOMER][NEUTRAL] Um, my email, my work email address unfortunately is also my personal.
[CUSTOMER][NEUTRAL] Uh, to access my account?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEGATIVE] What kind of issues will I have if they try to use because it will interfere with my personal because we are offered that service uh.
[AGENT][NEUTRAL] With a personal, um.
[CUSTOMER][NEUTRAL] Can I change my personal?
[AGENT][NEUTRAL] Yeah, if you
[AGENT][NEUTRAL] You, yeah, you'll need to change your personal email um once you create an um before you create an account for your personal um OSC so whenever you're trying to go in just specifically for your policy, you'll want to give us a call back or I can do it right now and we can update your email to a personal email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] That is correct, yes. Can we do that right now, please, because, uh, otherwise I cannot tell [PII] to create one under the company email and that will interfere with my person.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your what is your policy number?
[CUSTOMER][NEUTRAL] My policy number, uh, let me see, bye bye, uh, my policy number would be, let me see.
[CUSTOMER][NEUTRAL] That's uh.
[CUSTOMER][NEUTRAL] That's whatever is under in hospital or outpatient, right? That's the number you're looking for?
[AGENT][NEUTRAL] Uh, right. Either one will work.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so let's try this 1, 022.
[CUSTOMER][NEUTRAL] 81888 ML 7.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and number 7.
[AGENT][NEUTRAL] And can you go ahead and verify uh your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address we have on file for you?
[AGENT][NEUTRAL] The mailing address, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, yes, the main [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK. And so I do have your um
[AGENT][NEUTRAL] Your work email on here what email would you like to have for your personal?
[CUSTOMER][NEUTRAL] Yes, uh, let's change it to [PII].
[CUSTOMER][NEUTRAL] My last name [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Right, and it looks like that did um submit so once you create your own account um because you'll need to recreate an account for you I will say uh when you go in you will create a new account you'll click insured for yourself.
[AGENT][NEUTRAL] And then I would only fill out the required information and that is for both you and the group only fill out the required information so for your personal one it will be just your last name, email, and date of birth group I believe it's just group name or group number and email. I wouldn't fill out any of the rest.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so I need to create a new OSC account.
[AGENT][NEUTRAL] Yes, and you'll wanna use that email that we just put on file.
[CUSTOMER][NEUTRAL] OK, so I'm gonna select insure.
[CUSTOMER][NEUTRAL] OK and then uh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm waiting for that verification code. I haven't received it.
[AGENT][NEUTRAL] If you don't see it in your inbox immediately I would check your spam. I believe it's gonna come from Microsoft for APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I just got it, thank you, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Looks looks like uh um I was successfully able to create my my personal account with the new email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I will work then with uh [PII] for her to create an account and and then add a user.
[AGENT][NEUTRAL] Yes, she will go to manage users mhm.
[CUSTOMER][NEUTRAL] Which will be my son.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you very much for your time and assistance.
[CUSTOMER][NEUTRAL] No thank you that'll be all. Take care bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] To.
[CUSTOMER][NEUTRAL] Yeah.