AccountId: 011433970860
ContactId: 29e6595c-e551-48f7-b1df-0edd72af71d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 572919 ms
Total Talk Time (AGENT): 180210 ms
Total Talk Time (CUSTOMER): 139317 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/29e6595c-e551-48f7-b1df-0edd72af71d8_20250606T14:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII], and I work for KPS Life. Um, we've been having trouble getting onto your website all week long and we finally just find out today that we have to create new accounts. Um, I'm trying to do that and it's telling me there's an error. There's no user was found with the information that was entered. It's my email, it's my phone number. I don't know what else you guys need.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And are you trying to sign on as a group or an individual?
[CUSTOMER][NEUTRAL] A group where the employer.
[AGENT][NEUTRAL] OK, and what's that group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 254-82
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[CUSTOMER][NEGATIVE] I just can't believe that no instructions were sent for this. Nobody tells us that we need to do any of this stuff.
[CUSTOMER][NEGATIVE] And we wait for a whole week to find out that oh we have to create new logins.
[AGENT][NEUTRAL] Um, they did, I believe, send out an email blast, um, but Ms. [PII], verify the group name, group mailing address, and your email address, please.
[CUSTOMER][NEUTRAL] OK, KPS Life LLC, uh, the address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my email is.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I see a different email address in our system.
[CUSTOMER][NEUTRAL] Is it my name?
[AGENT][NEUTRAL] Uh, no, ma'am. It looks like it's for, well, no, it's not in your name, but it's for, I guess whoever's the group, um.
[AGENT][NEUTRAL] Accounts payable.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh [PII] or are you saying [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, our accounts does have, uh, or did have access. So does [PII]. So do I, and so does another person.
[CUSTOMER][NEUTRAL] So which one of these needs to do this first?
[AGENT][NEUTRAL] Uh, I would assume you, and then you can add them, have them added onto the, um.
[AGENT][NEUTRAL] Online service center.
[CUSTOMER][NEUTRAL] Well that's what I'm trying to do and it's not letting me so what what is.
[AGENT][NEUTRAL] OK, you would need to create a new account, select groups, and it's gonna ask for the group number, the.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's forgot. Give me one second on that side.
[CUSTOMER][NEUTRAL] That's the page I'm on zip code, phone number, city, email on record, and state.
[AGENT][NEUTRAL] Yes, ma'am. And verify the phone number to make sure it's uh the same we have in the system.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] And then once you've entered that information, um.
[AGENT][NEUTRAL] It will have something to where you can complete and then it'll give a verification code.
[AGENT][NEUTRAL] And that's when you would um enter the verification code that will be emailed to that email address and then from there, put in the password and verify the verification code and it should be in the system.
[CUSTOMER][NEUTRAL] OK, but I filled out all the information it's telling me there's an error, so what part of what I entered is wrong.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And what email address did you use?
[CUSTOMER][NEUTRAL] Mine A [PII].
[AGENT][NEUTRAL] No ma'am, what we have is the accounts payable.
[CUSTOMER][NEGATIVE] OK, the accounts payable is the administrator that's really stupid. I don't know how that happens, but that's uh.
[CUSTOMER][NEUTRAL] OK, so that's the one I need to do first.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Complete your account set up, continue.
[CUSTOMER][NEUTRAL] And verification code.
[CUSTOMER][NEUTRAL] OK, and now I just have to change the password and then.
[AGENT][NEUTRAL] Uh, you would have to enter a password and then confirm the password that you entered.
[CUSTOMER][NEUTRAL] I can set up other people.
[CUSTOMER][NEUTRAL] OK, and the email that [PII], it's, it tells her that I'm the one who needed to be logged in first, so that's why I'm doing this right now.
[AGENT][NEUTRAL] I understand, but the email that we have on record is the accounts payable and then once you set up on the online service center there is um a way you can have other members added on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now it's asking me to log back in again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I would let you know each time that you log in it's gonna give us uh send that verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] OK, so now I can go to.
[CUSTOMER][NEUTRAL] Manage users.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And add new user.
[CUSTOMER][NEUTRAL] And then what does it do? send that person an email to create a password?
[AGENT][NEUTRAL] Um, I'm not sure. Let me look at our help guide to see what it states. Give me one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK manage users.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] I questioning.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It really doesn't say, but let me send out a question. Give me one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, let's see if someone to respond. Thank you for being so patient with me, Ms. [PII].
[CUSTOMER][NEUTRAL] Sur[PII]
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, so that was quick so yes ma'am, once you've add a new user, an email will be sent to them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that way they can uh go on and access, put it in their um email address that you.
[AGENT][NEUTRAL] Enter it for them and then uh they can set up on the online service center on their email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's enough. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day and weekend.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye.