AccountId: 011433970860
ContactId: 45bb5d10-86c5-4e4c-bc27-6ad334b5303c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539280 ms
Total Talk Time (AGENT): 234440 ms
Total Talk Time (CUSTOMER): 223986 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/45bb5d10-86c5-4e4c-bc27-6ad334b5303c_20250331T15:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII], and I'm calling because I am trying to access uh our uh online account. I'm in I'm the I'm the uh uh benefit admin on the employer side.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's, I'm trying to figure out how to set up a user now I, I have an a user account but apparently it's tied to our old APL account and so I don't know how to access our current APL account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], um, we, I can help you, thank you. I can help you with the online service center. Can you please give me your group number?
[CUSTOMER][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] Uh, group number is oh, group number 26733.
[AGENT][NEUTRAL] OK, let me look that up real quick sir.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I have a master number and a group number.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and [PII], uh, just for security reasons, can you please verify the group's, um, physical address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then your email address please sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you I appreciate you verifying that. Let me go over to the online service center real quick and see what's going on.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] You're trying to sign.
[AGENT][NEUTRAL] It's pulling in the old group number?
[CUSTOMER][NEUTRAL] So yeah, so hold on, so I, I go in and I sign in right? because I do have an account, right? but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] When I go in, it doesn't show me, it shows no invoices, no employees, and no recent activity.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And I, I can't see where.
[CUSTOMER][NEUTRAL] I mean it's got my broker information on there um but I can't see any of my activity and I don't know uh it's got.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Under uh contact name [PII] [PII] [PII] Inc. So, so it's not, I'm not able to see any of my current information on here, so I'm just a little confused.
[AGENT][NEUTRAL] OK OK so um what's going to need to take place is because [PII] is on there as the group contact um for the previous time that you guys were signed up in the online service center we're gonna need for you to send an email in stating that you need to be put in as the group contact person now.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, is that why I can't, I can't see any of the invoices, employees, or any of that stuff?
[AGENT][NEUTRAL] Right, right, because you need to be set up as the group contact for the online service center, so let me give you that email.
[CUSTOMER][NEUTRAL] OK. Where do I send this email?
[AGENT][NEUTRAL] You're gonna send it to [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Got it. And the subject line should be.
[AGENT][NEUTRAL] Uh, remove group contact from OSC.
[CUSTOMER][NEUTRAL] Updates group contact from, what is it? OAC?
[AGENT][NEUTRAL] Yes, O as in Oscar, S as in Sam, C as in cat.
[AGENT][NEUTRAL] Which stands for online services.
[CUSTOMER][NEUTRAL] Got it. Do I, what group number do I need to enter?
[AGENT][NEUTRAL] Uh, 26733 is the group that you're currently under, but you'll need to add um put on there the group number that the online service centers pulling up for you for now, the um the one that you guys used to have the group number you used to have that that Skyler's on.
[CUSTOMER][NEUTRAL] Well, what's the what's what's my current group number that I should be having them put on?
[AGENT][NEUTRAL] 26733.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's your current group number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For ad-lib restaurant.
[CUSTOMER][NEUTRAL] Please update the.
[CUSTOMER][NEUTRAL] Well, I have 5 accounts. So I need to be updating my master account so that I can access all of my accounts.
[AGENT][NEUTRAL] OK, and put that in the email to to update the master account.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] What's the master account so that I can give them um.
[CUSTOMER][NEUTRAL] So that I can put it on here.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Is it the um.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] Uh invoice, no, that's not it.
[CUSTOMER][NEGATIVE] Doesn't even show on here.
[AGENT][NEUTRAL] Do you see the group, what's the name of the um restaurant that Skyler's under?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 50 eggs, so it should be 50 eggs restaurant concepts.
[AGENT][NEUTRAL] 50 A like EGG.
[CUSTOMER][NEUTRAL] In, yes, 50 eggs restaurant concepts.
[AGENT][NEUTRAL] OK, let me look and see if I can find that group number for you.
[AGENT][NEUTRAL] OK. That is, that group number is 267.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 28.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hold on one second, 267.
[AGENT][NEUTRAL] That's the one that
[AGENT][POSITIVE] Yes, sir, and that's the one that you want.
[CUSTOMER][NEUTRAL] 26728.
[AGENT][NEUTRAL] Yes, that you want her removed from the
[AGENT][NEUTRAL] OSC so that your name can be put there as a group contact person which you're the group contact on the group itself you just need to have it for the online service center.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 26728 please update contact information uh and then uh uh piece of the contact information so that I am the admin on this account to access online, uh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right, uh, my name is [PII], uh, vice president.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] That's it, only my name, my title, and my email account.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It is confirmed once completed.
[CUSTOMER][NEUTRAL] S
[AGENT][NEUTRAL] And let's um
[AGENT][NEUTRAL] Let's go to that first group number you gave me 26733.
[AGENT][NEUTRAL] No, it has the same, it has the same email address on 26733, so.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] I was gonna see if maybe you can sign in as a new user and then go in that you are the group administrator you tried that?
[CUSTOMER][NEUTRAL] No, I try, I
[CUSTOMER][NEUTRAL] I tried that, but it says, yeah, I already tried that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so that email will need to be sent.
[AGENT][POSITIVE] So that we can get it fixed for you.
[CUSTOMER][NEUTRAL] Yeah, and that way I can access it, correct?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] So if you send that in just give them.
[AGENT][NEUTRAL] It might take 4 days to get it done.
[AGENT][NEUTRAL] To get it switched over for you.
[AGENT][NEUTRAL] And they'll send you confirmation that they've received the email so you'll know the process as they're doing it.
[CUSTOMER][POSITIVE] Awesome. Thank you so much. I appreciate your time.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's all I have right now. Thank you so much. You have an incredible day.
[AGENT][POSITIVE] You too and thank you for calling APL we appreciate you, sir.
[CUSTOMER][POSITIVE] Take care. Bye-bye.
[AGENT][NEUTRAL] You too. Bye