AccountId: 011433970860
ContactId: 430ff7c6-dfca-444a-b2a7-2fad5008b53b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 758479 ms
Total Talk Time (AGENT): 206650 ms
Total Talk Time (CUSTOMER): 182399 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/430ff7c6-dfca-444a-b2a7-2fad5008b53b_20250611T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling with the Ideal Company Group 13275, and I was just calling for some assistance um with the online portal.
[AGENT][NEUTRAL] OK. Um, have you guys been able to get in or not at all yet?
[CUSTOMER][NEUTRAL] Um, I have been able to get in with our group, um, but I am wondering.
[CUSTOMER][NEUTRAL] How to add a few manage users I need to add like our brokers.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Um, and then also how to like how far our employees with the coverage to.
[CUSTOMER][NEUTRAL] To create a log in because I actually have the coverage as an employee as well and if you can walk me through that so that I can.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, so everybody going forward should just use the email that they have on their policy. Everybody will need to click that link that says create new I think it says OSC account.
[CUSTOMER][POSITIVE] Help the others do it as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and then when they click on that, when it says um role that best describes you, you'll click individual or insured and then they'll need to put in their last name, social it'll ask for zip code, email, and date of birth.
[AGENT][NEUTRAL] And then the email that they have on the policy going forward that'll be the user name.
[CUSTOMER][NEUTRAL] OK, I'll have to because I thought that's what I tried like I put all my information in um and it said.
[AGENT][NEGATIVE] And it didn't work.
[CUSTOMER][NEUTRAL] It said reach out to the insured admin to be invited to the account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So on your Zeplin it may be because I'll be honest with you because you have the same email for the group and on your personal.
[CUSTOMER][NEUTRAL] Uh, because it, OK, it shouldn't, but.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Is there a way to change that?
[AGENT][NEUTRAL] Yeah, I can update your email.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] On yours, what's another email that we can put on here to have on file?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, now for the group when you are logged in and you see the dashboard on the left hand side it should say dashboard my group resource center and then there should be a little.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like wheel that says manage users did you see anything like that?
[CUSTOMER][NEUTRAL] Mhm, yeah, I see it.
[AGENT][NEUTRAL] OK. So it looks like when you click on that.
[AGENT][NEUTRAL] Then it's gonna on the right hand side there's a little link there that'll say add new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll put in there
[CUSTOMER][NEUTRAL] Oh, and then I can put in their first last and email.
[AGENT][NEUTRAL] Yep, and then they'll just create their own uh
[AGENT][NEUTRAL] Log in with their email mhm.
[CUSTOMER][NEUTRAL] So that will just generate an invite to them.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] To their email I assume? OK.
[AGENT][NEUTRAL] Yes, ma'am. Yeah.
[CUSTOMER][NEUTRAL] OK, I didn't. I actually went there earlier and I didn't see that little add new user, so that, OK, I'll go back and do that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, so once you changed my email about.
[CUSTOMER][NEUTRAL] When do you think I would?
[CUSTOMER][NEUTRAL] Should I, you think I'd be able to try it today or will I have to wait?
[AGENT][POSITIVE] No, yeah, you should be able to try it. If you want me to like stay on the line with you, I'll stay and make sure it works.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] And the only reason I said that that was an issue on yours [PII] was just because we were running in when they launched this last week we were running into some issues with large groups um where the admin has their email on multiple groups so we were having some issues with these groups, you know, with the same emails so.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It wasn't like recognizing it.
[CUSTOMER][NEUTRAL] Yeah, I typically will use the.
[CUSTOMER][NEUTRAL] The [PII] one, so I must not have looks like it's taken it though. Let's see, please send.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See if it'll send me my verification.
[CUSTOMER][NEUTRAL] I'm still just waiting for it to email me the verification code.
[AGENT][POSITIVE] OK, no worries. Yeah, that's a
[AGENT][MIXED] People are either loving or hating that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know there's so much more of it now, but it makes sense.
[AGENT][NEUTRAL] I know it's really for security and people are like, am I gonna have to do this every time? I'm like, yeah.
[AGENT][POSITIVE] Like they added it, they added it as like another layer of security and it's really for, yeah, their protection, you know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][MIXED] Usually it's fairly quick, but sometimes it does take a little bit.
[AGENT][NEUTRAL] Yeah, no worries. The only, the important thing which I figure you probably have figured out Dublin is just that when it sends the code you gotta type the code in and then click that verify email link and then create the password.
[CUSTOMER][NEUTRAL] Yeah, I do remember doing that with the.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] With the employer though with the group.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Log in.
[AGENT][NEUTRAL] A lot of people were skipping that verifying email and then they kind of getting caught in like a a loop, you know, so yeah, clicking that verify email after you put that code in is.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, got you.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so I, it's just, I just got it and it took it so now.
[CUSTOMER][NEUTRAL] Changing now I just set the password I guess.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, I think I got it now I'm trying to get in and it's sending me another code. Is there a way once I get in there to like put in my like cell phone to text the code or?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, I don't think they've added that as an option yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] We live in a busy world where we want everything instantly.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK here it is let's see.
[CUSTOMER][NEUTRAL] OK, it looks like it let me in.
[CUSTOMER][NEUTRAL] So that's good. So then this is where.
[CUSTOMER][NEUTRAL] The insured can access like I know for me I have.
[CUSTOMER][NEUTRAL] Kind of something and pending like will I be able to see stuff on here or is it only just like records once they've like finalized?
[CUSTOMER][NEUTRAL] What did I lose you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] And