AccountId: 011433970860
ContactId: 2cd7d056-71e2-49e1-a9bd-c61f33f5c343
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1526869 ms
Total Talk Time (AGENT): 300218 ms
Total Talk Time (CUSTOMER): 591496 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/2cd7d056-71e2-49e1-a9bd-c61f33f5c343_20250602T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is uh [PII], and I'm calling you from the offices of Edbrookseler and Associates. We are the, we have several accounts with you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEGATIVE] Today when we went in the portal uh our user or password is not allowing us to go in and view our clients or or do anything.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, is there really.
[AGENT][NEUTRAL] Yeah, um, so we, we got a new portal, um, on Saturday, and it, so I, I think a lot of people are are noticing it today, so you will have to create a whole new, um, uh, username and password um it is gonna be under the primary broker or agent or um however it's set up and they are the ones that have to set up the new account and then they can add all of you after that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that again? because I had you.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm having you on speaker. I'm having.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yeah absolutely so we changed our portal um on Saturday and so it's it's taking into effect today so we have to, um, all the brokers and agents need to set up a new username and password, so the primary broker needs to set that up.
[AGENT][NEUTRAL] And then once that's completed and they fill out their information they're able to go online to the portal and add admin or anyone else that needs to be added to the login.
[CUSTOMER][NEUTRAL] What about our clients?
[AGENT][NEUTRAL] Um, they will, they will have access to it as well and no one is shut off from it, but they will need to create a new, um, log in as well.
[CUSTOMER][NEUTRAL] OK, so when they created the new login, they're not able to view their past history, their previous claims and all that.
[AGENT][NEUTRAL] Yes, they will be.
[CUSTOMER][NEUTRAL] Is that um
[AGENT][NEUTRAL] So whoever
[CUSTOMER][NEUTRAL] But that's not happening. We have a group of.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Go ahead, go ahead.
[AGENT][NEUTRAL] No, no, I, I, I, I, I was hearing, I, I think I was over talking someone.
[CUSTOMER][NEUTRAL] Go ahead, go ahead.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Oh OK, um, yeah, all of the claims will be on the portal, um, and it will just be under the person who submitted the the claim.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, because we have a group MDM that went in, they, uh, created a new account that they said they cannot see, uh, the old claims or anything.
[CUSTOMER][NEUTRAL] Previous.
[AGENT][NEUTRAL] Were they the ones that submitted the claims?
[AGENT][NEUTRAL] Or was it uh the broker or was it the person?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, it was them, it was them.
[AGENT][NEUTRAL] It was them.
[CUSTOMER][NEUTRAL] Or, yeah.
[CUSTOMER][NEUTRAL] Or in, in
[CUSTOMER][NEUTRAL] And other, uh, well, it could have been employees also, because the employees are the ones that uh submit.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Whenever they want to get reimbursed, so.
[AGENT][NEUTRAL] Correct, yeah, so the only the employees will be able to view that so whoever like say you guys submitted the claim for an employee, only you would be able to see the status of the claim of that. So, um, if the employees submitted the claims, only the employee would be able to see it. If the group submitted the claim, then only the group would be able to see it.
[CUSTOMER][NEUTRAL] So you're telling me that all the employees that go to the doctors.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK. Yes, um, hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Ma'am? Yeah, hi. My name is [PII]. I'm the broker.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For all our groups.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hi. Um, where was this notification of this new portable sent?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] In advance for us to be able to notify our clients.
[AGENT][NEUTRAL] So whenever um you signed on to the OSC a notification popped up and it said that um we will be transferring over to a new portal.
[CUSTOMER][NEUTRAL] So you never sent out an email informing us on a blanket statement.
[AGENT][NEUTRAL] Um, I'm not quite sure. I can see that. I, I can reach out to our marketing team and see if that was something that was sent out, um, but I, I'll.
[CUSTOMER][NEGATIVE] No, it wasn't. It wasn't. Who, who is in charge of your marketing team? Because our only conversation has been with [PII], who's in sales. So who was supposed to notify us because this is something that is extremely disturbing, and the fact that we come to find out because one of our largest groups tried to go in, and now what are we gonna say? Oh, well, APL never notified us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, that is hardly the way you retain clients.
[AGENT][NEUTRAL] Yeah, let me, let me put you on a brief hold, OK? And see if I can get someone to talk with you, OK?
[CUSTOMER][NEUTRAL] Yeah, I need to speak to someone in management regarding this.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEGATIVE] Yeah. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Is there someone in management I can give a pissed off broker about the OSC?
[AGENT][NEUTRAL] I currently have her on the phone now.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] But she's saying for us.
[AGENT][NEUTRAL] Hi, are you still there?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, um, our manager is currently in a meeting right now can I take down a phone number to reach you at?
[CUSTOMER][NEUTRAL] This is insane.
[CUSTOMER][NEUTRAL] That's the only person that's in charge, [PII]. You are telling me that every single one of our
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] Hub International.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You are telling me that every single one of our clients, as a fixed one, must create a new OSC account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] Nowhere was there a general communication to us, the broker who gives you the client and the sale.
[CUSTOMER][NEUTRAL] Nor our clients, is that a correct statement?
[AGENT][NEUTRAL] I am not sure. um I am not the one that rolled out this product um I am not sure on the communication of that um like I said, I, I will be giving your phone number to someone in management and, and they will have more information on that.
[CUSTOMER][NEUTRAL] Yeah, they'll let them know they probably won't see too many groups from us either.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I expect the call today, please.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] Thank you. OK. So, before I get you off the phone, we still have the issue.
[AGENT][NEUTRAL] Of course bye bye.
[CUSTOMER][NEUTRAL] So do you have a step by step because this is a major change. Do you have a flyer or a step by step instructions on what existing customers have to do?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And how do I get that?
[AGENT][POSITIVE] I'm happy to email that to you. Um, what is a good email address?
[CUSTOMER][NEUTRAL] OK, I, I want you to email it to me. I want to pull it up while I have you on the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because we need to urgently get this out to our customers. It should have been done ahead of time.
[AGENT][NEUTRAL] OK, um, what is your email address?
[CUSTOMER][NEUTRAL] I'm gonna spell it out for you. [PII]
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, I'm gonna start again.
[CUSTOMER][NEUTRAL] [PII]. That's [PII]. Can you read that back to me to make sure that you have it correct?
[AGENT][NEUTRAL] Yes, it's gonna be [PII].
[CUSTOMER][NEUTRAL] OK, can you go ahead and send that to me right away? So I can while I have you on the phone and I can verify that we get it, please.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, absolutely. I'm gonna put you on a brief hold so that way I can pull that information up and then I will come back on, OK.
[CUSTOMER][POSITIVE] No problem, take your time.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] On who says that she'll have a manager send me I said do you have a
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Instruction on on how sending to our client.
[AGENT][NEUTRAL] Um, it was just sent to her.
[CUSTOMER][NEUTRAL] He goes yes I do. I said can you give it to me? I'm still waiting for it. You just send it. OK, well I still don't have it he's gonna stay on the line because I'm he's been holding on with them for like crisis management like right now.
[CUSTOMER][NEGATIVE] What you need to do is you need to send me. What you first have to do is get me into the damn portal. #1, 2, we need to send out a communication to the employees to all of our groups like yesterday we need to drop everything and we're not very happy about it and now we have to drop everything because of your lack of communication to our clients. So now we have to send a communication.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] To who?
[CUSTOMER][NEUTRAL] To who?
[CUSTOMER][NEGATIVE] They did not send it to us.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Where? Show me what the communication was.
[CUSTOMER][NEGATIVE] Because I do not have any communication.
[CUSTOMER][NEGATIVE] No, I do not have any communication. The only thing I see is that in the portal when you went in just apparently recently it said that you were going to a new portal. That was a message in the website, but not a communication that said as of January as of [PII], you're gonna get locked out and everyone needs to reregister, including the agency and our clients cannot access it until me as the agency does it first.
[CUSTOMER][NEUTRAL] Had you done that, we would have done it first thing this morning.
[CUSTOMER][NEGATIVE] So, I'm trying to get in and out and it's not working. So what the hell do I do?
[CUSTOMER][NEUTRAL] Yeah well we're supposed to get you registered. I'm guessing you tried, right? You tried registering and you got the error message? Yeah, I mean, I'll I'll let me think that um I got the error message today but supposedly they fixed it I I can go in there and help you.
[CUSTOMER][NEUTRAL] Hold on that's of 20 $25. Display name what name?
[CUSTOMER][NEUTRAL] Display what name? My name?
[CUSTOMER][NEGATIVE] I don't know what the hell it's asking for.
[CUSTOMER][NEUTRAL] What are you seeing? Uh, verification is necessary.
[CUSTOMER][NEUTRAL] Now it's asking me for my name, send verification code.
[CUSTOMER][NEGATIVE] The portal you're trying to get into is not verified. No verification is necessary. Email, it's not working.
[CUSTOMER][NEUTRAL] Claim not verified.
[CUSTOMER][NEUTRAL] Yeah, that's nothing you know.
[CUSTOMER][NEUTRAL] OK. I, nothing. I have somebody on the phone who is saying that we have to first go in and re-register so that our clients have access to it, and I cannot do so. It is telling me verific claim not verified.
[CUSTOMER][NEUTRAL] Email address and I am putting it in so what do I do if it is not letting me reregister?
[CUSTOMER][NEUTRAL] Wait, that that's move back a little bit. You put in your last name, your social, zip, email, and birthday, right?
[CUSTOMER][NEUTRAL] Uh, no, I put in my agency.
[CUSTOMER][NEUTRAL] Go to let's do agent first so go create your OSC account and instead of agency, click agent or broker, click on that one first.
[CUSTOMER][NEUTRAL] I hold you.
[CUSTOMER][NEGATIVE] And I, and I was supposed to know this. I, I understand that, but you are my point of, I get it, but you know what? You're on the firing line just like our clients are with me, so that when, when you want me to write an account.
[CUSTOMER][NEUTRAL] Uh, I'm talking to you, no one else. So, I understand what you're telling me, but you also have to understand my situation.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, I'm still here.
[CUSTOMER][NEGATIVE] Hello? It says error no user was found. How many times do I have to do this? It says no user found.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] So what do I do now? So when you did the whole agent thing, the date of birth. Uh huh so, yeah, awesome. Yup.
[CUSTOMER][NEUTRAL] Alright, alright, give me a second, I'll call, I'll call you in like 5 minutes. OK, hold on, let me see if I can figure this out. Got it.
[CUSTOMER][POSITIVE] Thank you for being a person. What it OK what using the OSC for insured, using the OSC for groups manage users, she sent me all the PC attached requested documents.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, I just wanted to make sure you're still there. I didn't hear anything.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, she received your email.
[AGENT][POSITIVE] OK, perfect. Um, is
[CUSTOMER][NEGATIVE] That doesn't mean, but it's not working.
[CUSTOMER][NEGATIVE] It is not working. The registration is not working.
[AGENT][NEUTRAL] I
[AGENT][NEGATIVE] The email is not working?
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEGATIVE] It is not, it is not allowing me to register, it is not finding any other as agent or agency. What do I do now?
[AGENT][NEUTRAL] Let me see if I can find your information.
[AGENT][NEUTRAL] On our side.
[CUSTOMER][NEUTRAL] 21 pages.
[AGENT][NEUTRAL] OK, can you please confirm the information that you're putting in?
[CUSTOMER][NEUTRAL] Did you?
[CUSTOMER][NEUTRAL] [PII]. First name [PII], last name [PII], Social Security [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] ZIP code [PII] with my date of birth. What am I doing wrong?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I am looking at my agency contract.
[CUSTOMER][NEUTRAL] Oh wait.
[AGENT][NEUTRAL] I'm not.
[AGENT][NEUTRAL] I'm not sure um let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] Uh, it's been a day with this OSC stuff.
[AGENT][NEGATIVE] Yes, she was, um talking to [PII] in the background and I still have her on the phone. She's extremely upset. She's like, why didn't you guys send out communication to our groups about the new OSC coming out? We did not receive any communication that there was a new product roll out. Um, she can't log in to the OSC, um, and she's just mostly just.
[AGENT][NEUTRAL] Wanting to be upset and um.
[AGENT][NEGATIVE] I'm honestly not quite sure why she's this angry over this.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Or yeah, the new OC.
[AGENT][NEUTRAL] Yeah, yes.
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's still me. I'm just gonna um add her in, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Good afternoon, this is [PII]. How can I help you?
[AGENT][NEUTRAL] I just hung up the phone on accident.
[CUSTOMER][POSITIVE] Oh, that happens. I swear I'll just call her back. Don't worry about it.
[AGENT][POSITIVE] OK, I am so sorry.
[CUSTOMER][NEUTRAL] It's OK. I, I have struggled with these systems as well, no big deal. I'll give her a buzz.
[AGENT][POSITIVE] Me too. OK, thank you so much.
[CUSTOMER][POSITIVE] Thanks bye.