AccountId: 011433970860
ContactId: 307fb390-1601-44ad-81eb-65ac7abded3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 633979 ms
Total Talk Time (AGENT): 240137 ms
Total Talk Time (CUSTOMER): 208146 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/307fb390-1601-44ad-81eb-65ac7abded3a_20250505T14:50_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I am trying to reset up my account because we had you a few years back and rejoined your group and it's I I tried to do the set up piece but it's not recognizing my email address and I am the administrator on the account.
[AGENT][NEUTRAL] OK, I can definitely help you with the set up, but before we proceed, is it possible to get your name and a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] And the best number to call me at is area code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII] and I believe I just got your email too. OK, so you're with medical consultant, correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So so [PII], right, and we had an account with you before, which is what I'm thinking that I logged into the old account which doesn't have anything. It has all our old bills in it and I was told to set up a new account but it does not recognize my email on record.
[AGENT][NEUTRAL] And it's in there.
[CUSTOMER][NEUTRAL] And I don't know why, because the girl emailed me stuff.
[AGENT][NEUTRAL] Let me check. Give me just a second.
[CUSTOMER][NEUTRAL] And uh the the group number is 27036.
[AGENT][NEUTRAL] Yes, ma'am. I'm looking at it, bear with me.
[AGENT][NEUTRAL] I'm gonna pull up. I have access to see what is going on in the online service and on our group level, so that's what I'm trying to pull up and see.
[CUSTOMER][NEUTRAL] I bet you guys have a lease still.
[AGENT][NEUTRAL] I'm just gonna put a change on your email and see what it does, but I'm gonna copy what you see. It looks like we have [PII].
[CUSTOMER][NEGATIVE] Yeah, it's [PII], but when I go to set up the account, it doesn't recognize it.
[AGENT][NEUTRAL] OK, did you go when you went in did you went in as a new user in a group with the employer?
[CUSTOMER][NEUTRAL] Yep, I, I went in and I clicked new user. I am an employer or group who operate APL. I click next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I put in our group number is 27036.
[CUSTOMER][NEUTRAL] Our zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said what was the zip code again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Is that what you have?
[AGENT][NEUTRAL] Yes, that is what we have for [PII].
[CUSTOMER][NEUTRAL] Yeah, nope, it says no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, let me see, not unless there's something going on on our end. Let me try something.
[AGENT][NEUTRAL] I apologize, Ms. [PII], bear with me. It's moving slow this.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Can you verify the group's whole mailing address for me?
[CUSTOMER][NEUTRAL] Um, it should be, um, 4, hold on, hold on, hold on.
[CUSTOMER][NEUTRAL] [PII] or you have a PO box.
[AGENT][NEUTRAL] We have the [PII], but is that [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, that's our corporate office location, yes.
[AGENT][NEUTRAL] OK, is that where it needs, is that the right address for mailing, or do you, is there, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No, that's that's perfect.
[AGENT][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEGATIVE] Well, to get, no, to get in touch with me, that's not the number.
[AGENT][NEUTRAL] OK, what's the correct number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Were you putting in the number to get to you when you were going through this, the registration?
[CUSTOMER][NEUTRAL] Yeah, it's the number that I have yeah 954-363. You think that's what could have stopped it?
[AGENT][NEUTRAL] I think that might be, yeah, cause that's not what we have. Hang on just a second. Let me update it.
[AGENT][NEUTRAL] Is there a direct extension to get to you?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEGATIVE] So we had your right extension, just didn't have the right connection number.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Uh, now it's letting me in.
[AGENT][NEUTRAL] It's letting you in. OK, so it was the phone number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It has
[CUSTOMER][NEUTRAL] But I have a question, so somebody different pays the bill.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] How does he get log in?
[AGENT][NEUTRAL] OK, so once we get you registered, um, you'll set up your username and password, and then you'll go in and what we'll do is when you go in you're gonna go to my account. Let me pull up my sheet because I don't know it verbatim. Bear with me just a minute.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But we gave that access to the group for you guys to be able to add additional personnel because we didn't want nobody just anybody calling on your behalf um and to make sure you guys were aware of who you guys were giving access to and we would just wasn't adding random people that you weren't more knowledgeable of we needed to make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] OK, that's perfect.
[AGENT][NEUTRAL] Um, but let me, I'm gonna tell you exactly how to get there. I just need to pull up my little sheet, bear with me.
[CUSTOMER][NEUTRAL] Uh, an account already exists with that username.
[AGENT][NEUTRAL] Yeah, so you'll, it is really precise and if there's somebody else with it, it's gonna, it's gonna give you an error.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, it's letting me into my old account and then.
[CUSTOMER][NEGATIVE] No, you know what it's doing it sent me to my account, my personal account. I don't know why I did that.
[CUSTOMER][NEGATIVE] Oh shit.
[AGENT][NEUTRAL] Did you use the same user name that you used on your personal account?
[CUSTOMER][NEUTRAL] Probably
[AGENT][NEUTRAL] If that's, yeah, it's gonna have to, it's gonna have to be different, yeah.
[CUSTOMER][NEUTRAL] Yeah, probably let me go back in.
[CUSTOMER][NEUTRAL] It's 20736, right?
[AGENT][NEUTRAL] Yes, ma'am. 2727036.
[CUSTOMER][NEUTRAL] The uh group number?
[CUSTOMER][NEUTRAL] And then 33422 and then.
[CUSTOMER][NEUTRAL] 9543639 again with you on the phone.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] 00 god, come on.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] 33422.
[CUSTOMER][NEUTRAL] No user was found with this information. 954363, right? [PII].
[CUSTOMER][NEUTRAL] And [PII], correct?
[AGENT][NEUTRAL] Yes, ma'am. And you have [PII] for the zip code?
[CUSTOMER][NEUTRAL] Maybe I have.
[CUSTOMER][NEUTRAL] And the group number is?
[AGENT][NEUTRAL] 27036
[CUSTOMER][NEUTRAL] Oh, I had it slipped one number slipped hold on.
[CUSTOMER][NEUTRAL] Nope, no user found.
[AGENT][NEUTRAL] OK. Go out of it, come back in and let's start over.
[AGENT][NEUTRAL] And may be trying to pick up steroid.
[CUSTOMER][NEUTRAL] OK, let's go out it.
[AGENT][POSITIVE] If you can't get in this time, I'm just gonna set it up for you.
[CUSTOMER][NEUTRAL] APL log in.
[CUSTOMER][NEUTRAL] Alright, so just let's do a new user.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 27036 right?
[AGENT][NEUTRAL] Yes, ma'am. 27036.
[CUSTOMER][NEUTRAL] It's searching uh, yep, it sent me a verification code. Let's see.
[AGENT][NEGATIVE] Yeah, it's really long.
[AGENT][NEUTRAL] It's usually pretty quick too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] And just make sure when you do your username, it's something totally different than what you have as an initial set up on your individual account. It won't take an email either.
[CUSTOMER][NEUTRAL] Copy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, next, let's keep your fingers crossed.
[CUSTOMER][POSITIVE] Oh, it's successfully created.
[AGENT][POSITIVE] I'm so sorry about all the troubles on that, Miss [PII].
[CUSTOMER][NEUTRAL] That's OK. Let me just see.
[CUSTOMER][NEUTRAL] Let me get in save, and now I need to go to.
[AGENT][NEUTRAL] So now that you're in there what you'll do is there at the home page there should be an APL contact us admin guide help and then it should say welcome in the group name and underneath that it says my account and there's a little cursor if you'll click on.
[CUSTOMER][NEUTRAL] I see contact. I see admin. Oh, I see my account as users.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh. Man and cheeses, yes, ma'am. You'll go in there.
[CUSTOMER][NEUTRAL] OK Ali.
[AGENT][NEUTRAL] And then create a new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you'll just set it up with there. Yes, ma'am. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.