AccountId: 011433970860
ContactId: 4c2f6d60-65e6-45e9-8b96-4315ef33d4db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344350 ms
Total Talk Time (AGENT): 84589 ms
Total Talk Time (CUSTOMER): 97950 ms
Interruptions: 1
Overall Sentiment: AGENT=3.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/4c2f6d60-65e6-45e9-8b96-4315ef33d4db_20250619T18:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am over the employee benefits for the City of [PII], and I am receiving emails from you guys about invoices, but it's not allowing me to log into the website on the online service center.
[AGENT][NEUTRAL] OK, um, well, I can definitely help you. I'm sorry um that you're unable to log into the online service center. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. And just for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] The policy number would it be the group number?
[AGENT][NEUTRAL] Um, it's just a policy cert number.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So is that per individual because I'm trying to get it for our actual like organization.
[AGENT][NEUTRAL] Oh, I'm sorry. What's your group number?
[CUSTOMER][NEUTRAL] The group number is 25717.
[AGENT][POSITIVE] Thank you. Sorry about that. I thought about it after I said it.
[CUSTOMER][NEUTRAL] OK fine.
[AGENT][NEUTRAL] All right, so I have your group here waiting for everything to come up.
[AGENT][NEUTRAL] Here we go. And I just need you to verify um the group address, phone number and your email address?
[CUSTOMER][NEUTRAL] OK, the group address is [PII].
[CUSTOMER][NEUTRAL] And what was the other my email?
[AGENT][NEUTRAL] Um, your email, mhm.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So with the launch of the new system, um, everyone has to create their OSC account um with the email, we are asking for email now versus username and password. That email is going to sync with the old system and that's how everything comes over. Um, have you tried to create a new account since the new system?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have not, um, I can try that right now. Uh, should I do it says which role best describes you? Would it be group or agency or group? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Group.
[AGENT][POSITIVE] That'll be great.
[CUSTOMER][NEUTRAL] Group and then my group number 2717.
[CUSTOMER][NEUTRAL] 03
[CUSTOMER][NEUTRAL] So it's saying no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, hold on one moment let me try on my side.
[CUSTOMER][NEUTRAL] Um, I'm did do the phone number wrong, maybe that was.
[CUSTOMER][NEUTRAL] OK, I had accidentally typed in number wrong and the phone number after I corrected that it let me.
[AGENT][POSITIVE] You get OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's asking for password.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's having me send a verification code.
[AGENT][POSITIVE] Mhm. Take your time.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, now let me log into the dashboard.
[AGENT][POSITIVE] You're good, OK.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm bye.