AccountId: 011433970860
ContactId: 45a5ac0c-5e2d-4a51-b767-e5653c8e405b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555609 ms
Total Talk Time (AGENT): 139150 ms
Total Talk Time (CUSTOMER): 156616 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/45a5ac0c-5e2d-4a51-b767-e5653c8e405b_20250616T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm the HR director for our plan. I'm trying to get online and I am not able to.
[CUSTOMER][NEUTRAL] Log in I believe you guys changed your system from around April time something's different.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEGATIVE] My login is not saying as what it's asking for.
[AGENT][NEUTRAL] OK, what is your group number?
[CUSTOMER][NEUTRAL] Uh, group number is 17975.
[AGENT][NEUTRAL] Can you verify the agency name and the address for me?
[CUSTOMER][NEUTRAL] What do you mean agency, my company name or the agency?
[AGENT][NEUTRAL] The company name, yes ma'am.
[CUSTOMER][NEUTRAL] OK, Bright SNF Care doing business as cares.
[CUSTOMER][NEUTRAL] Um, address [PII].
[AGENT][NEUTRAL] OK, so yeah, uh, about 2 weeks ago we got a new platform, so everyone is needing even if you had a, uh, an online account beforehand, you'll need to go in and register as a new account.
[AGENT][NEUTRAL] Uh, everything will pull over from the old account. However, it looks like I do show you on here as being a group admin, but we have the primary admin, um, they will need to create it first and then add uh new users, so it looks like [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is your primary group admin.
[CUSTOMER][POSITIVE] Oh yeah, she's hot.
[CUSTOMER][NEUTRAL] She shouldn't she's the controller. I'm the HR director. How do we reverse that and make me the primary admin?
[AGENT][NEUTRAL] Um, she will need to send an email to [PII].
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] I gotta write it down, um, hair.
[AGENT][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] OK, you could go ahead with that email address again.
[AGENT][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she will need to send an email um letting us know that you would like to be the primary admin and we will need your email address.
[CUSTOMER][NEUTRAL] I'm surprised you guys don't have this already. This is really strange. I've been the primary contact for like 3 years now.
[AGENT][NEUTRAL] It could just be because we are showing you in here but we have her email as the one on file so we'll you'll put in the email that you need to have the primary email changed as well.
[CUSTOMER][NEUTRAL] OK, will I be able to create an account right now because I need to actually get the bill to give it to her so she could pay the bill that's, uh, so, um, will I be able to create an account or no?
[AGENT][NEUTRAL] Um, not until she creates the account first and adds you as the primary or um.
[AGENT][NEUTRAL] Wait and send the email and see if we can change you.
[CUSTOMER][NEUTRAL] If I get her on the line, would you be able to make that change?
[AGENT][NEUTRAL] Um, she'll need to send an email to care team. Uh, are you able to pay with, I can send you the billing and they can, you can pay for your invoice, um, with a card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If that would help
[CUSTOMER][NEUTRAL] Uh, no, you know how it works. No, everything has to be made by check for the accounting team. Um, can you email me the invoices, the May and June invoice?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Let me pull it up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Care team.
[CUSTOMER][NEUTRAL] At Am Paul.
[CUSTOMER][NEUTRAL] I'll be like.
[CUSTOMER][NEUTRAL] Um, it's a request to make me the main, the main admin of the account.
[AGENT][NEUTRAL] Yes, the primary admin.
[CUSTOMER][NEUTRAL] The primary admin.
[CUSTOMER][NEUTRAL] The account.
[CUSTOMER][NEGATIVE] Is this gonna take a while? Like does it take days and days? Because I know I've done things before with you guys and it takes a long time.
[AGENT][NEGATIVE] Um, it shouldn't take, it shouldn't take more than 24 to 48 hours at most.
[CUSTOMER][POSITIVE] OK, alright, that's good.
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][NEUTRAL] OK, let me get this ready for you. Just give me one second.
[CUSTOMER][NEUTRAL] Um, she will only have to provide my email correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] To make me the, the prime OK.
[AGENT][NEUTRAL] And then can you verify your email for me so I can send these invoices to you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APL change.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright I just sent those invoices to you.
[CUSTOMER][NEUTRAL] OK, let me take a look.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Right, it's sent over.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yup, that'll be it.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope you have a great day, OK?
[CUSTOMER][POSITIVE] OK, thank you. You as well bye bye.
[AGENT][NEUTRAL] OK.