AccountId: 011433970860
ContactId: 3c1d159f-83af-4a2e-a0f4-f0f43a5e5f27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 857210 ms
Total Talk Time (AGENT): 533411 ms
Total Talk Time (CUSTOMER): 443522 ms
Interruptions: 20
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/3c1d159f-83af-4a2e-a0f4-f0f43a5e5f27_20250605T15:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII], and I am calling from [PII], and our account number with you all is [PII].
[AGENT][POSITIVE] Yes ma'am. And [PII], what's a good
[CUSTOMER][NEUTRAL] For some reason this morning I, go ahead, I'm sorry [PII].
[AGENT][NEUTRAL] Oh, I need your, uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. And how can I help you this morning, [PII]?
[CUSTOMER][NEGATIVE] I can't get on my account with APL. It's, it's got the log in and when I put my email address, it says it's not recognized. So I thought, OK, well maybe because it looks like a different login screen. I thought, OK, I gotta re and I gotta make the account over again or something. It does, it's not recognizing me at all, so I don't know how I can get my in my online account.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. So I can help you with this. What I'm gonna need to do, so you're trying to log in to the portal, but you can't. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK. So, I can help you with this, [PII]. What I'll have to do first is to verify the group's information and then we can go from there, OK? So you gave me, you had given me the name of the group, um, if you'll please give me the address for the group and then your email.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Absolutely, yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK, it's 30.
[CUSTOMER][NEUTRAL] OK, ready?
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] East Cherokee Street.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In Wagner, Oklahoma.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At Wagoner W A G O N E R.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you know what? On that address they have they have our PO box. Should I give you that to our PO box?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Well, you can. Uh, you can go ahead and verify that with me as well. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, it's, it's [PII] and it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so yes ma'am, there were, there wasn't, uh, well, and there's one piece of information still to verify. What is the primary phone number that we would have on the group on file for the group? Actually I showed that it's the same number as what you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, yeah, um, well, mine, mine is the [PII], um, if you want the department one.
[AGENT][NEUTRAL] OK, so that is, OK.
[AGENT][NEUTRAL] OK, and that is, well, no, we actually do have the [PII] as the.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Primary contact for the group. OK, um, so yes ma'am, there was an update to the online service center so there had been emails sent out regarding this upcoming change that we just went through so you will have to set up you will have to set up your new profile so when you get to that login page, um.
[CUSTOMER][NEUTRAL] OK, yeah, that's me.
[CUSTOMER][NEUTRAL] Yeah, that's me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] You should see right below the word log in it says create your OSC account so you would select that and you're gonna select the group and click next.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And just fill in those.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First off, we're gonna try to do it um with just using the two fields that have the that have the asterisks. So that's gonna be the group number and your email for the, for work.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We're working through a few um bugs with a new roll out just like anywhere.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, aren't you happy?
[AGENT][POSITIVE] It has been a fun week. It's been very eventful, [PII], very eventful.
[CUSTOMER][NEUTRAL] I bet it has.
[CUSTOMER][NEUTRAL] I'll bet you are just tickled pink.
[AGENT][NEUTRAL] I feel like I, it's today's Thursday and I feel like I've worked 2 weeks in less than 4 days.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] I can't believe it. I know how those are. Oh my goodness gracious.
[AGENT][NEUTRAL] Oh yeah. That's what we call deep water. When they say you have to go through the deep water. Yes, ma'am, that's true.
[CUSTOMER][NEUTRAL] OK, so I'm.
[CUSTOMER][POSITIVE] You got that right, bless your heart.
[AGENT][NEUTRAL] But we'll get through it.
[CUSTOMER][NEUTRAL] I, yeah, I, you know, almost every week seems like that sometimes.
[AGENT][NEUTRAL] It can, it certainly can, but I wanna make sure that you're able to log in to get your new profile set up because we are, you know, if we have callers that are having certain issues, um, you know, we're having to report those to our IT department so that they can research that. um, so yeah, I just wanna make sure you can.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] So I've got the group number in which is 224542, the zip code [PII], the phone number [PII] city is [PII] state is [PII], and it says OK now it wants my email so I put in mine it doesn't like it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, take out the zip code, take out the phone number, take out the city. Only put in the group, the two, I I believe the group number and email records has a red asterisk beside them. So try just putting in those two fields for now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, we'll do that.
[CUSTOMER][NEGATIVE] Oh error no user was found with the information that was entered. Please try again if this error persists, please contact customer service.
[AGENT][NEUTRAL] Alright, give me just a second. OK, [PII] and your email again, it's [PII] [PII] Well I can type it Co[PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhmm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEGATIVE] OK, now it's letting me do it. I'm gonna cancel out. So maybe there was a typo, I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Out, so you may [PII]a just
[CUSTOMER][NEUTRAL] Is it, is it um taste sensitive?
[AGENT][NEUTRAL] No, all lowercase.
[CUSTOMER][NEUTRAL] OK, OK, let's try it again.
[AGENT][NEUTRAL] OK. Just the group number and just, there we go.
[CUSTOMER][POSITIVE] Uh, now it worked.
[CUSTOMER][POSITIVE] You, it says complete your account set up. You have the magic touch. I don't know what you did but it worked.
[AGENT][NEUTRAL] I, I don't know. I don't, I can trust you. I mean, you can trust me. I didn't do anything special. I'm just trying to work through it with each of my callers to try to help them the best that I can. Now I will let you know to um [PII] that there's gonna be, you're gonna get a request for like two different um security codes or authorization codes.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Bless your heart.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] And that's kind of like a two factor authentication now that is just an extra layer of security that's been added so if you wanna go ahead and just kind of go on through the steps so we can make sure that.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're fully in.
[CUSTOMER][POSITIVE] That that I can actually get in there.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] So you don't have to call back.
[AGENT][POSITIVE] So you don't have to call us back for that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] We'll just try to make sure that you're all, all good to go as far as logging in.
[CUSTOMER][NEUTRAL] Now when it says my display name, can I like make it whatever I want? or do I have to put my name in there?
[AGENT][NEUTRAL] Yeah, you can. I mean, you could put like, No, you can put, yeah, it doesn't.
[CUSTOMER][NEUTRAL] I put in Wagner County and then what does it want for a given name? Can I put Wagner County?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] You don't even
[AGENT][NEUTRAL] You don't even have to do that.
[CUSTOMER][NEUTRAL] OK, I don't have to do all that, OK.
[AGENT][NEUTRAL] Mm mm mm.
[CUSTOMER][POSITIVE] OK, I agree to the terms, got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, wait, OK, I agree to the privacy, OK.
[AGENT][NEUTRAL] Yeah, there's gonna be 2 things to agree to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says welcome to our online log on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's, yeah, you'll go back to login screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I gotta have another set, another verification code.
[AGENT][NEUTRAL] Current verification. Yes, that's that 2, basically like a two-factor authentication.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I love these verification codes, especially if you accidentally log off and you gotta get back on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It's just unfortunate that we have to go through so many steps now for security purposes, you know, too many bad guys, too many bad guys trying to
[CUSTOMER][NEGATIVE] I get it, yes, that's a shame, isn't it? I know they need to get a job.
[AGENT][NEUTRAL] Steer information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And like earn money legally and then we wouldn't have these problems anymore.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, you are 100% correct and I 100% agree with you.
[CUSTOMER][NEUTRAL] If they would take their powers and use them for good.
[AGENT][POSITIVE] Yes, ma'am. 100%.
[CUSTOMER][NEUTRAL] OK, verify code. OK, please wait.
[CUSTOMER][NEUTRAL] Now what's it say? Welcome to the online service center access product details, manage invoicing and administer employee coverage. OK, file a claim, uh, you can navigate, yeah, yeah, yeah, next, yes, feel free, yes, OK.
[AGENT][NEUTRAL] And it may take a second, yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I think I'm in. I think I'm in. Let's see, go to group.
[AGENT][POSITIVE] Awesome, awesome.
[CUSTOMER][NEUTRAL] I wanna see because I somebody's asking me of course they lost their.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Their card and they don't know their number.
[AGENT][NEUTRAL] Oh, OK, so you should be able to, yes ma'am, you should be able to see um all of your employees.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Now do you know how this is gonna affect like when I have to go in and try to reconcile the bill?
[AGENT][POSITIVE] It will still be, um, to my knowledge, you know, that's, you'll, you're gonna be able to do all of that. It's just the layout is, it looks a little different and hopefully, it's going to be easier once we get through the pains of just adjusting to something new. That was the whole to have it make it a little more robust. Um, but you should be able to go under, you know, I think it's my group.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It just looks different. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Maybe and see.
[AGENT][NEUTRAL] The employees there.
[CUSTOMER][NEUTRAL] Now there's somebody that I enrolled but I don't, uh, it's not pulling him up yet it's possible that they just haven't enrolled him yet. I see he was effective [PII] I think no wait, I could be wrong. Hold on.
[CUSTOMER][NEGATIVE] That's probably why he's not in here yet because he's not effective yet. My computer's crashed twice this morning.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEGATIVE] Oh, no. So you're not having that great of a day. I'm in [PII].
[CUSTOMER][NEUTRAL] Where, where are you from, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I love your accent. It is so cute.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Well, thank you. I am from the South and it definitely comes out.
[CUSTOMER][POSITIVE] I love it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No hiding it.
[CUSTOMER][POSITIVE] It sounds so cute. All right, it, yeah, he's not effective yet, so his card wouldn't be available, right?
[AGENT][POSITIVE] Well, thank you.
[CUSTOMER][NEUTRAL] Is that pretty much.
[AGENT][NEUTRAL] Yeah, if, if the policy's not been issued yet, [PII], no, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah, so we're not gonna have a policy number until that's.
[CUSTOMER][POSITIVE] OK, that makes sense, but I'm but I'm in there, [PII], so I think everything's good now for people who have personal accounts set up in here because you know now they're gonna call me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They will have to set theirs up again. Mhm, just let them know that there was an update. Yes, if for any, any member, whether it was, you know, an individual, a group administrator or even on our broker level um with the new portal.
[CUSTOMER][NEUTRAL] OK, alright, that's all I wanted to know.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Everyone is having to set up their new profiles so if they question you about it, just tell them yes there was an update when you go to that log in page you're gonna see where it says to create OSC account so just.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Go there and.
[AGENT][NEUTRAL] Walk through the steps, select in that they would select insured, obviously for a personal level where you select a group.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Right, right. Yeah.
[AGENT][NEUTRAL] But yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Perfect. I thank you so much.
[AGENT][POSITIVE] And then if they have any trouble, they can call us. Well, you are certainly so welcome. It was my pleasure in speaking to you today. And can I help?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You too. Thank you, [PII].
[AGENT][NEUTRAL] You're welcome, [PII]. Can I help you with anything else at the moment?
[CUSTOMER][POSITIVE] No, ma'am, you did everything. I appreciate it.
[AGENT][NEUTRAL] Well, you're certainly welcome, but if you do run into any other issues, um, please call us back so that, you know, we can, if we can't resolve them over the phone, you know, we can do some troubleshooting and then like I said, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Reach out and get get that information to our IT department so because they are digital they're being very vigilant and working diligently on resolving any kind of glitches that there may be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you you have a great day and hang in there kiddo it'll get better.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I hope you, I am. Yes, ma'am. It is. I'm hanging and I'm a good swimmer. I'm a good swimmer. Oh, well, you have a wonderful day. Yes, ma'am. You too, and thank you again for calling ATL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Good deal.
[CUSTOMER][POSITIVE] Have a good day, thanks.
[CUSTOMER][NEUTRAL] OK hmm bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.