AccountId: 011433970860
ContactId: 41c93ad8-44d5-4fb6-be0f-62aa1213508a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456130 ms
Total Talk Time (AGENT): 239689 ms
Total Talk Time (CUSTOMER): 185810 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/41c93ad8-44d5-4fb6-be0f-62aa1213508a_20250625T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey there um I tried to log in to the APL portals where I go to pay our groups uh invoices each month and I can see you guys have recently had an update to your portal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And so uh my name is [PII]. I'm calling on behalf of Winnsboro ISD. We currently have accident, uh, accident policy and a cancer policy with you for our employees.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] We have 2 different group numbers so I think that's causing the confusion on the portal allowing me to set up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, a new account with you.
[AGENT][NEUTRAL] OK, yes, so I will of course begin by saying I'm so sorry for all of the confusion, um, and with this website changing it is uh forcing all users are now having to create new logins and now especially for groups, um, each group would have to have a separate log in um and they cannot be have the same email address so it would have to be two separate emails most likely so if you'd like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I figured that was a problem, yeah, OK, but here, yeah.
[AGENT][POSITIVE] I can pull up both of those groups and then if one of them needs to be changed um we can go about getting one of them changed for you. Were you able to successfully create any of them?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yes, I was able to create the first account which is tied to our accident policy but with the when I tried to create another account for our cancer, it would not allow me to and I thought it could be because it's the same email, but I only have one email for work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Got it yeah that's absolutely going to be it and I am very sorry about the confusion and the extra steps that this involves, but it would have to have a separate email address.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, um, I doubt our IT department is gonna create me a whole other email for just for this reason though, um, just for security reasons and for me to keep all of my stuff in one place, um, is there any, is there any way that these two groups could be joined into one where it's just one group but.
[AGENT][NEUTRAL] Sure.
[AGENT][NEGATIVE] Unfortunately not at this time, um, especially when I say it's you are not the only one who's going through this and I cannot apologize enough for the inconvenience, um, but at this time this is the only way you would be able to create an account they would have to be separate.
[AGENT][NEUTRAL] And of course two different email addresses.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] We're not gonna be able to do that. I mean there's.
[CUSTOMER][NEUTRAL] Yeah, I mean like I said I don't know if there is any other option at all that.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] At this time there's not I can tell you that again as you are not the only one dealing with this they are working on a way to be able to get around that or a different option but currently at this time there is not another option.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well I mean I can I guess uh my only choice is to use my personal email which I.
[CUSTOMER][NEGATIVE] I don't think they're gonna, yeah, OK.
[AGENT][NEUTRAL] Well, I would say maybe they can create an account or a different email address that's used strictly for this log in um like that would be its only purpose that's something that a lot of groups have been doing.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEGATIVE] Alright, well, I'll just know they're not gonna do that. I will try to um just use my that's OK, that's just is so that's does not sound like that it's the best efficient way to go about this.
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] It, yeah, I know.
[AGENT][NEUTRAL] Um, well, I I understand, uh, now I will say if that, um, email needs to be changed, of course what you enter in the system does have to match what we have in our system so whatever you decide to make that new email address for that group, uh, you would have to email that information to us so we can get it changed to reflect what we have.
[CUSTOMER][NEUTRAL] But you should OK.
[AGENT][NEUTRAL] I can get it pulled up and uh double check which email we've got.
[CUSTOMER][NEUTRAL] You should
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, what was that group number?
[CUSTOMER][NEUTRAL] Yeah, I only have the only have the one work well we have the one that that I was was able to create today or the one that I cannot create today?
[AGENT][NEUTRAL] Um, let's see the one that you were unable to create. Let's just go ahead and verify what we've got.
[CUSTOMER][NEUTRAL] OK. Unable to create the cancer which is [PII].
[AGENT][NEUTRAL] Uh huh, OK, and then, uh, before we go any further, [PII], can I go ahead and get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm it's [PII] and my extension is [PII].
[AGENT][POSITIVE] OK alright thank you one moment.
[AGENT][NEUTRAL] OK, and this was uh Winnsboro Independent School District?
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] There you are, OK, OK.
[AGENT][NEUTRAL] Yes, so the email address we have on file does look like it's yours, uh, so your first, uh, dot last [PII]. So in order to, of course, and I'm assuming that's the same email you used for the other group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes then this one would have to be changed so with that whatever you know you decide to change that email to you would have to send our care team an email with that updated information once that's been changed in our system, then you would be able to use that to create the account.
[CUSTOMER][NEUTRAL] And I can't do that with you on the phone now?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, and what is that email again for me to send the email to you?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That it's [PII], [PII] M.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so in this email just explaining that I'm gonna be using a different email, give that give that different email for that group number for me to be able to set up an account.
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, if this changes at any point if you're able to get the new website to where it will accept the same email or be able to tie groups together.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would you guys let us know, do you think or if that's ever gonna change or it's it's.
[AGENT][NEUTRAL] Oh yeah um I'm sure they're going to reach out to all of the groups regarding that. I don't know you know how it's going to happen or when I know that it's obviously an issue for multiple groups and they are aware of that so they are currently working on.
[AGENT][POSITIVE] you know something more efficient but once that happens yes um I would think they would reach out to everyone but you know if you're ever curious you know if it's been a while and you're like hey I haven't heard anything, definitely give us a call back we'll let you know if there's been any sort of update.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK all right I appreciate your help thank you.
[AGENT][POSITIVE] Alright, you are very welcome again I apologize for the confusion and inconvenience. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No problem thank you that's it.
[AGENT][POSITIVE] Alright thank you [PII] have a good one bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.