AccountId: 011433970860
ContactId: 56c81f27-eab6-4a3b-8dd0-155f77613dfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455309 ms
Total Talk Time (AGENT): 148473 ms
Total Talk Time (CUSTOMER): 222726 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/56c81f27-eab6-4a3b-8dd0-155f77613dfb_20250604T14:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, thank you for taking my call. I'm calling regarding our log in. It's not working. I know there were some changes made from your website. So if you can please assist me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes ma'am. Uh, what is your name and the group number please?
[CUSTOMER][NEUTRAL] Yes, uh, the group number is 14,960.
[AGENT][NEUTRAL] OK, thank you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII] and I work in accounts payable.
[AGENT][NEUTRAL] And what's the name of the group?
[CUSTOMER][NEUTRAL] Um, it's under Stefan Enterprises.
[AGENT][NEUTRAL] I do not show you as a group contact under the policy under the group.
[CUSTOMER][NEUTRAL] I know, I know the group, I know, I know, so, um, our, our contact person, our contact is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, she is a CFO and also, um, you may have a [PII], but I am in charge of processing the payments, so the I pay the bills, uh, and we had a log in. I need to get the bills though that's the thing.
[CUSTOMER][NEGATIVE] I need to get the current bills so even if it's just if someone can send them to me because I, the login is not working it's that's I always go every month. I download the bill, I get it approved, but I can't download.
[AGENT][NEUTRAL] Well our online service center had been updated so you have to re up and you have to create a new login.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But the
[CUSTOMER][NEUTRAL] I know and that's what I've tried to do right when it goes to sign up it does provide the following.
[CUSTOMER][NEGATIVE] Provide the following information for employer group account. I put the the group number that we just mentioned 14,960, the zip code, the phone number. I tried to put um [PII]'s email. It didn't work and then I tried mine as well. It didn't work either.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] She may have to either contact our office or email um.
[AGENT][NEUTRAL] Our care team to have this information updated in our system because if it's not matching what is in our system, then it will be hard to set up an account.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] Right, but it's weird because like it says email on record and I am putting her email.
[CUSTOMER][NEGATIVE] And it's not allowing me. It's not, it says the error.
[CUSTOMER][NEUTRAL] Please call customer service that.
[AGENT][NEUTRAL] Yes ma'am, she would have to, like I said email our office to make sure we have the correct email address in the system.
[CUSTOMER][NEUTRAL] See if I can get the screens.
[AGENT][NEUTRAL] So she is listed as a contact person.
[CUSTOMER][NEGATIVE] So I can't set it I can't get the bills because I need to I need to pay those bills like ASAP.
[AGENT][NEUTRAL] I understand, but we need to speak with the person we have listed as a contact person or they can email us to have people added.
[CUSTOMER][NEUTRAL] OK, can you verify if it is her? It is it that the name that I provided is at the because she is listed on the bill. You look at the bill and she is, yeah, OK, so what is the um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's uh care team.
[CUSTOMER][NEUTRAL] So what is it that your your website just went through changes, yeah.
[AGENT][NEUTRAL] Yes, ma'am, our OSC um went through changes. Yes ma'am, but you just need to email care team at [PII].
[CUSTOMER][NEUTRAL] Yeah, give me a second.
[CUSTOMER][NEUTRAL] Oh wait, wait, wait, wait, wait, care team.
[AGENT][NEUTRAL] Mhm. [PII] AM Public.
[CUSTOMER][NEUTRAL] Um, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII], the word [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so what does she have to, uh, in that email, what does she have to say and what does she have to?
[AGENT][NEUTRAL] Uh, she would have to give us the person that.
[AGENT][NEUTRAL] We can have his contact in their email.
[CUSTOMER][NEUTRAL] She is the person.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Send email. Well, she is the contact though.
[AGENT][NEUTRAL] Well, she can have other people added, so she will have to send an email or she can set up an account and they do have on the OSC now to where they can add members on or add contact person or.
[CUSTOMER][NEUTRAL] Does that make sense? because she is.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm, how do you add an account if the email on record is not matching?
[CUSTOMER][NEGATIVE] I mean we we are confirming that it's [PII], but when I go to sign up your new login, I am putting her email and it's not, it says no record has been found.
[AGENT][NEUTRAL] Then she would need to contact uh she can contact our office via email giving us the correct email address to add in our system.
[CUSTOMER][NEUTRAL] So how can she even do that?
[CUSTOMER][NEUTRAL] OK, let me make sure that I have like the right because I am here where it says sign up right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We would be a group or insured group, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, I'll have her send that, um, um, do you know the bill, the, the current bill is, um, was made on 601, right? It's do 6:15?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] One.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alrighty, so once she sends that email, how long does it take to update or how to, how like, like when we go back to this website, you know.
[AGENT][NEUTRAL] Once that email has been received, yes, ma'am. Once the email has been received and they have made the changes, you should right after they make a change, you should be um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Able to get on, but they'll they should send a confirmation email that has been received and information has been updated.
[CUSTOMER][MIXED] OK, but that's so funny because I mean she that is her email that's on the account so I'm not sure why it's not matching.
[AGENT][NEUTRAL] Well, I cannot discuss that with you so so I'll show you as a contact person, so she would have to either contact our office via phone or email.
[CUSTOMER][NEUTRAL] No, not me. No, not me. She is the contact. No, I, no, no, ma'am. So she is the contact. We would like to leave her as a contact. I'm not adding myself, but what I say it's not working when I put her email address to try to create the new log in with through your new portal.
[AGENT][NEUTRAL] OK, yes ma'am, she would need to contact us.
[CUSTOMER][POSITIVE] OK, alrighty, OK, I'll do that thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL.
[CUSTOMER][POSITIVE] I'll go ahead and do that um alrighty OK thank you too.