AccountId: 011433970860
ContactId: 5714ba8a-4f1b-42b3-9ec6-612daddc0428
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475019 ms
Total Talk Time (AGENT): 142600 ms
Total Talk Time (CUSTOMER): 250115 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/5714ba8a-4f1b-42b3-9ec6-612daddc0428_20250611T13:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from All Atlantic Benefits. Um, I called a couple days ago um I was trying to help my, uh, boss she's the, um, agent, the producer, and like the I guess the, the representative I guess for our company, um, with APL like the stuff is all under her license and the agency license so I um was trying to set up the APL dashboard, um, on her behalf.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so that we can invite all of the account managers and stuff who assist her so they can see the groups, but when I registered it based on the instructions that were sent to her email, um, it's it's showing zero active groups, so it's not linking it properly somehow and I just wanted to see if I could troubleshoot that and get that fixed because we need access to our groups like ASAP.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK, so let me, let me see what we show.
[CUSTOMER][NEUTRAL] Yeah, they have it under accounts at [PII], but I don't even know if that's an email address like I don't have access to that that account we usually use like accounting.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or her email address [PII]'s email address.
[AGENT][NEUTRAL] OK, so the accounts at [PII] is also tied to your agency account. I'm wondering.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Wondering that's what that's what was set up.
[CUSTOMER][NEUTRAL] Yeah, I mean you can you can leave that for now. I can, yeah let me I can get access to that if that's a real one. I just thought it would have been accounting because that's the one I'm aware of.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Yeah, um, and that one's active, so let me look at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see what I can do.
[CUSTOMER][NEUTRAL] Can you send it to?
[CUSTOMER][NEGATIVE] Yeah, the one all Atlantic benefits accounts at [PII] [PII] [PII] is active in the the portal, but it shows zero groups.
[AGENT][NEUTRAL] Well, it's not gonna show the groups under the agency.
[CUSTOMER][NEUTRAL] What, what I have to
[AGENT][NEUTRAL] It, it will not. It's gonna be under [PII]. Yeah.
[CUSTOMER][NEUTRAL] So I'd have to add the agent.
[AGENT][NEUTRAL] So let's see what we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, and.
[AGENT][NEUTRAL] [PII]'s is showing her email address so if you go in and create the account.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you'll select agent.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then put in only the email address, see what it requires for that only the things with the asterisk is what.
[CUSTOMER][NEUTRAL] How do I add?
[AGENT][NEUTRAL] We're having to put in right now.
[CUSTOMER][NEUTRAL] Well, where's the option to add an agent? It showed me that before, but it's not showing me that now.
[AGENT][NEUTRAL] And is
[AGENT][NEUTRAL] OK, let me get out there.
[CUSTOMER][NEUTRAL] 37
[CUSTOMER][NEUTRAL] Because they had date of birth, they had home address, it has personal.
[AGENT][NEUTRAL] OK, when you get to the page you'll go into create your OSC account rather than log in.
[CUSTOMER][NEUTRAL] OK, so I have to go back to the secure that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. OK, let me log out because it's putting me back.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK thank you. OK, create your OSC account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're gonna select the agent or broker.
[CUSTOMER][POSITIVE] OK, it's funny because I, I started to do that and the last representative I spoke to said no you have to create it under the agency.
[AGENT][NEUTRAL] No, if you wanna see the groups it's gonna be under.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] That's what I thought because that's how it's always been, but then she said that it would, um, it's different now that there's a new, so I just was like, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so just put in [PII]'s last name, her email, and her date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if do you have access to her email because that's where the verification is gonna go.
[CUSTOMER][POSITIVE] Yeah, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just grabbing her information real quick.
[CUSTOMER][NEUTRAL] OK, so I just need her birthday. Um, it wants her, oh, it doesn't need the social. OK, right.
[CUSTOMER][NEUTRAL] [PII] and her date of birth no no no no.
[CUSTOMER][NEUTRAL] OK, we have a birthday, OK.
[CUSTOMER][NEUTRAL] Yeah, it says no user was found with the information that was entered, so I have her.
[AGENT][NEUTRAL] Yeah, so just those 3 things.
[AGENT][NEUTRAL] Under
[CUSTOMER][NEUTRAL] [PII] [PII] all Atlantic Benefits.
[AGENT][NEUTRAL] You did not put in.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII], yeah, don't put in social and don't put in zip code. Just put in last name, you know.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] I didn't.
[AGENT][NEUTRAL] And what are you putting in for her date of birth?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm putting [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I thought her last name is [PII]. Is it possibly [PII]?
[CUSTOMER][NEUTRAL] That's her maiden name.
[AGENT][NEUTRAL] No, it's [PII] is what we have.
[CUSTOMER][NEUTRAL] OK, and is it [PII] or is it [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEGATIVE] OK, yeah, I that's all the information I have and when I click next it says no user was found with that information.
[AGENT][NEUTRAL] OK, uh, kicks and giggles. I trust that you're doing it, but I'm just gonna put this in and see if I get the same thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, no, please do. I maybe I have a space somewhere.
[AGENT][NEUTRAL] OK, error no user was found. Let me screenshot this. I'm gonna send this to our team.
[CUSTOMER][NEUTRAL] OK. Is there, is there a way to get
[AGENT][NEGATIVE] To troubleshoot.
[CUSTOMER][NEGATIVE] To get access like I cause we we need it like ASAP. Like I had this like the same exact call pretty much on Monday where I was told that we have to screenshot it and send it to the team and someone would get back to me and nobody did and now it's like getting urgent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. [PII], what's the phone number for you?
[CUSTOMER][NEUTRAL] Like I'm not, not pointing fingers but I just needed, yeah, it's um [PII].
[AGENT][NEUTRAL] [PII], is this a direct line to you or is?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me send this over on a rush and see.
[AGENT][NEUTRAL] What we've got going on and why it's not connecting, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] All right, thank you so much mhm bye bye.
[CUSTOMER][NEUTRAL] Of course bye bye.