AccountId: 011433970860
ContactId: 5aeb0879-d1e9-4935-a055-c584366ba17f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 877479 ms
Total Talk Time (AGENT): 226024 ms
Total Talk Time (CUSTOMER): 575235 ms
Interruptions: 8
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/5aeb0879-d1e9-4935-a055-c584366ba17f_20250605T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII], and I am calling because I, I'm not able to log in to our portal, uh, with the new uh.
[AGENT][NEUTRAL] And I am.
[CUSTOMER][NEUTRAL] With the recent change. So I don't know who could help me on your side.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, have you tried, are you trying to create a new account? You can't log in with their old information. You'll have to create a new account.
[CUSTOMER][NEUTRAL] I know, just create your, your OSC account, right?
[CUSTOMER][NEUTRAL] So, I do follow the directions of that and then um
[CUSTOMER][NEGATIVE] And then I receive an email with the six-digit code. I put it in and I say continue and it gives me an error that doesn't recognize my email address as an administrator.
[AGENT][NEUTRAL] OK, do you have the group number?
[CUSTOMER][NEUTRAL] So, and I'm back to square one.
[CUSTOMER][NEUTRAL] Uh, yeah, it's um
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] 490.
[CUSTOMER][NEUTRAL] I don't know. Maybe it's linked to my personal email address as a.
[CUSTOMER][NEUTRAL] You know, a user of APL policy like a personal user instead of the administrator? I don't know.
[AGENT][NEUTRAL] And what was your first and last name?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] OK, and then what is the email address associated with the group?
[CUSTOMER][NEUTRAL] The business is [PII].
[AGENT][NEUTRAL] And then what is the address for the group?
[CUSTOMER][NEUTRAL] Uh, well, we moved, oh no, you got the right address. It's [PII].
[AGENT][NEUTRAL] OK, let me see, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what would be the phone number associated with the group?
[CUSTOMER][NEUTRAL] Um, well, my direct line is [PII].
[AGENT][NEUTRAL] OK, that's.
[CUSTOMER][NEUTRAL] Uh, the company.
[CUSTOMER][POSITIVE] OK, so yeah, OK, good.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah, we're supposed to get the invoice and reconcile it and then.
[CUSTOMER][NEGATIVE] It wouldn't allow me to pay until the system was updated and.
[AGENT][NEUTRAL] OK, so let me
[AGENT][NEUTRAL] I think it might be the zip code. Let me, are you in front of it right now?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, OK, so you create your own uh user account it would be the group.
[AGENT][NEUTRAL] And then uh
[CUSTOMER][NEUTRAL] OK, let me create again. I'm a group. Alright, let me just next so.
[CUSTOMER][NEUTRAL] Group number 18,490 is it 33071.
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] Email is [PII] doesn't work right, [PII], OK.
[CUSTOMER][NEUTRAL] Alright, let's do next on that.
[CUSTOMER][NEUTRAL] Uh, sign up, complete your account set up. I press continue.
[CUSTOMER][NEUTRAL] So each verification is needed now, OK.
[CUSTOMER][NEGATIVE] And now I get to get a password.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Did you do something over there?
[AGENT][NEGATIVE] No, no, I didn't. I wish it was that simple.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 00 good.
[CUSTOMER][NEUTRAL] Oh, all right, let's see, cause I haven't seen that one though. That's a new 10, claim not verified and in um in parent assistance's email address.
[CUSTOMER][NEUTRAL] So it seems it's gonna be my email address. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We got, I wonder if, OK, so we've got a [PII]. OK, try this for me. If you, if you can start over again, will you try putting the city as [PII] and the zip is [PII]? I'm curious if that will work.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, the old address. Uh, let's try. I mean, it doesn't hurt.
[AGENT][NEUTRAL] Yeah, I'm wondering if it
[CUSTOMER][NEUTRAL] I mean, as long as I get it and then like, obviously see everything.
[CUSTOMER][NEUTRAL] [PII], right? Uh.
[AGENT][NEUTRAL] Yes, and [PII].
[CUSTOMER][NEUTRAL] Was it [PII] or [PII]? Was [PII], right?
[AGENT][NEUTRAL] Uh, we've got [PII].
[CUSTOMER][NEUTRAL] It's it's.
[CUSTOMER][NEUTRAL] [PII]. OK. All right.
[CUSTOMER][NEUTRAL] [PII]. Oh, OK, that's the um.
[CUSTOMER][NEUTRAL] All right, I see, I see what I just.
[CUSTOMER][NEUTRAL] OK, I use my email [PII].
[CUSTOMER][NEUTRAL] OK, that's our physical address. That's not our mailing address if that's what you have error. No user was found with the information that was entered. Please try again or call, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, it's not that then. OK.
[CUSTOMER][NEUTRAL] Uh, I feel like I, I wanna try with my personal email.
[AGENT][NEUTRAL] OK, so prior to so.
[AGENT][NEGATIVE] Yeah, it's not what we have in here. I, it shouldn't work. I mean, you could try, of course, but it should, it should not work, um, because it should match.
[CUSTOMER][NEUTRAL] What do you think?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know, I know.
[CUSTOMER][NEUTRAL] Unless you have other, other alternatives.
[AGENT][NEUTRAL] No, um,
[CUSTOMER][NEUTRAL] Before we escalate.
[AGENT][NEUTRAL] OK, so you're wanting it's for your June invoice, correct?
[CUSTOMER][NEUTRAL] Yeah, I have it. I just need to pay it and obviously access the portal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, for the future. So, do you want me to try with my personal email? Let's try before we, no, no, it's not working. No.
[AGENT][POSITIVE] Yeah, uh, yeah, definitely.
[AGENT][NEUTRAL] No, I, you can try, yeah, I, I don't think it'll work, but.
[CUSTOMER][NEUTRAL] No, you're right, not working. So it's funny, like, with the coralings, my business email that I'm going through, I might just sign up. It's just blocks when I do a verification. Verification is necessary. Please click send button.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So I'm, I'm putting my email.
[AGENT][NEUTRAL] And then it won't, does it send you a code or no?
[CUSTOMER][NEUTRAL] Well, it won't recognize my email. Well, now it's, it sends a code, but it won't, it, it won't verify the email. So I'm back at it. Let me try again. What's my email.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEGATIVE] Unfortunately, I have to do it through my phone because.
[CUSTOMER][NEUTRAL] Outlook takes this see you.
[CUSTOMER][NEGATIVE] American Express, no, it's slow.
[CUSTOMER][NEUTRAL] It's OK, there you go.
[CUSTOMER][NEUTRAL] Oh, I need glasses.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEGATIVE] Oh, telemarketer calling. I know, right? And I'm in that industry. I'm the worst. All right, so verify code.
[AGENT][NEUTRAL] Oh, I am too.
[CUSTOMER][NEUTRAL] OK, let's see, let's see, let's see.
[CUSTOMER][NEUTRAL] Display name.
[CUSTOMER][NEUTRAL] I don't know what that is.
[AGENT][NEUTRAL] Oh, that's getting you to a different step though. Is it asking for a display name?
[CUSTOMER][NEUTRAL] And then yeah.
[CUSTOMER][NEUTRAL] Yeah, what do I put there? What is that?
[AGENT][NEUTRAL] It's just however you want to be addressed when you pull up the website.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Oh, OK. I got that yesterday. I agreed to the term, agreed to the policy.
[CUSTOMER][NEUTRAL] Continue. No, I never say password.
[CUSTOMER][POSITIVE] OK, perfect. Go to dashboard.
[CUSTOMER][NEUTRAL] Now I log in.
[CUSTOMER][NEUTRAL] With the information I just put in, now it says send a verification code again, is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] If I throw the log in, is that normal? OK, let's try that.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] I feel like I did that. I always, I've been sitting on it for a couple of days before calling me because it seems like every time I was about to call you.
[CUSTOMER][NEGATIVE] It was your lunchtime or it was at the end of the day, or it was like like, no, not a good time, not a good time.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] We're at a meeting. Oh, come on email.
[CUSTOMER][NEUTRAL] OK, code blow it up for blind people like me. 490522, verify code continue.
[CUSTOMER][NEUTRAL] Well, I don't know, you have the magic touch because I'm, I'm in now.
[AGENT][NEUTRAL] You're in, OK.
[CUSTOMER][POSITIVE] Lord have [PII]. Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. All right, can I still pay online? Like, uh,
[AGENT][NEUTRAL] You can, you have to reenter everything though, so it's we're really just it's starting completely over. You'll have to reenter the bank account ACH information, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK, OK, of course. So I see the broker there with
[AGENT][NEUTRAL] Uh yes you can pay online.
[CUSTOMER][NEUTRAL] OK perfect we just changed the broker so but it still shows the older broker so.
[CUSTOMER][NEUTRAL] I guess it, I, it's possible that it kind of got lost in the transition with the new site because it was effective [PII], so just as why.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] So should, should I update it as well or?
[AGENT][NEUTRAL] Yes, if you'll update that as well.
[CUSTOMER][NEGATIVE] Oh, I cannot, I cannot update it.
[AGENT][NEUTRAL] OK, so on that, if you'll send an email for a change of broker, that's gonna go to [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me find the email that I received from you guys saying like [PII] is that you guys? [PII] [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, that's not you. All right.
[AGENT][NEUTRAL] I, I think that's a part of our broker resources.
[CUSTOMER][NEUTRAL] 13.
[CUSTOMER][NEUTRAL] Oh, OK, that's possible. [PII], OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and [PII], right? [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, oh, so I won't do it with you over the phone, but.
[AGENT][NEUTRAL] I make sure that's the right email.
[AGENT][NEUTRAL] Let me make sure it's the right email. Hold on.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Let me make sure that's the right email.
[AGENT][NEUTRAL] Um, might be a different email to change your broker or brokers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Because I received a notification from you guys from [PII] that the the change effect on [PII], um.
[CUSTOMER][NEUTRAL] So obviously it was probably in transition, right? I probably copied the old slide, put on the new portal.
[CUSTOMER][NEUTRAL] In the transition happen in between or something.
[AGENT][NEUTRAL] Who is your new broker?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me see, let me open the notification maybe.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, if you got the letter from us, so did you receive a letter from us confirming that we have the new broker?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah, uh, no, you just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Send a letter saying that [PII] was.
[CUSTOMER][POSITIVE] Oh, very [PII], very lovely.
[CUSTOMER][NEUTRAL] But for some reason you don't have the new broker, so all right, I'll notify our new broker if they can uh reach out to you guys.
[AGENT][POSITIVE] OK, yeah, if that would be good.
[CUSTOMER][NEUTRAL] OK, I, I have not read it because I received them left and right from everybody right now, so I assume it was notification and change of brokerage, but it's not, it's just.
[CUSTOMER][NEUTRAL] Uh, record like termination, but there's not the new carrier is not that the new broker. OK, alright, I'll, I'll figure this out, but I'll send it to the care team in public or I'll tell [PII] to do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, that would be good, um, and then we can get that updated ASAP, so.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, awesome. And it is guarantee you were able to confirm that on your.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] A broker team, OK.
[CUSTOMER][NEUTRAL] Oh, care team, oh, and public. OK. Yeah. All right, perfect. All right. Uh, and then manage users right now, there's no users on there?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, so I can have my HR director.
[AGENT][NEUTRAL] That's where you'll add.
[AGENT][NEUTRAL] And anybody that you want to have authorization to get into the portal and do, you know, the invoicing and etc. yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh wow, OK, start everything from scratch. OK, OK, good, but no problem. I mean it is what it is, um.
[CUSTOMER][POSITIVE] Great, great, great, great. OK, perfect. I think I can figure out the best, um, unless there's a secret way of paying bills.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There is um.
[CUSTOMER][NEGATIVE] Because the prior portal was not really user friendly for that.
[AGENT][NEUTRAL] Yeah, and see what.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Paid invoice. Maybe if I click on the invoice.
[CUSTOMER][NEUTRAL] It's gonna give me an option to pay.
[AGENT][NEUTRAL] You will need to
[CUSTOMER][NEUTRAL] Submit invoice, OK, yeah, submit invoice.
[AGENT][NEUTRAL] Yeah, be sure you set up your, you usually pay by ACH is that how, OK, be sure to set that up first, um, and then you can pay.
[CUSTOMER][NEUTRAL] ACH
[CUSTOMER][NEUTRAL] Yeah, ACH yeah.
[CUSTOMER][NEUTRAL] Oh, it's already there.
[AGENT][NEUTRAL] Oh, it is, OK.
[CUSTOMER][POSITIVE] Yeah, it's already there, yeah, uh that copied over so we're good. OK, alright, payment made online on the phone. Alright, we're good, we're good. OK, so we're going to just need to change the broker, so I'll reach out to them and then I'll, I'll add uh my HR director. That's it, that's all, easy breezy. That's a nice portal, by the way.
[AGENT][POSITIVE] OK, good, good, good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Oh thank you, thank you. We're hoping everybody will adjust to it and it'll be a lot more user friendly and functional, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of course they will. You just gotta give it time.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Yeah, that's it.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. People don't like change. This change is disturbing. It's a waste of time, but yeah, it's OK. It's gonna work. All right. I appreciate your help. Thank you so very much.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, [PII]. I hope you have a good afternoon and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.