AccountId: 011433970860
ContactId: 67a693cc-5021-4c93-a200-8a3d1e3c6c06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 985229 ms
Total Talk Time (AGENT): 344554 ms
Total Talk Time (CUSTOMER): 389256 ms
Interruptions: 8
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/67a693cc-5021-4c93-a200-8a3d1e3c6c06_20250616T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from a brokerage 360 wealth and benefits. We manage, um, a gap policy for a group, uh, Parkview Dental, and, uh, I'm trying to figure out how I could provide, to be honest, we took over as, um, broker a little over a year ago, but besides for doing the renewal there hasn't been too much that we've done in terms of managing their account, um, so I'm just trying to get a grasp on like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How I would get into our account I believe we have one, but I don't know if I'm able to pull like if there are ID cards or um if there is there a way for all of the subscribers to get like do they are they able to create accounts to access their like is there digital ID cards or a way for them to access their account um forgive me for not being super knowledgeable about this.
[AGENT][NEUTRAL] That's fine, yeah, I mean, so what is the actual group that you're that you're handling and that you're speaking?
[CUSTOMER][NEUTRAL] It's it's Parkview Dental.
[CUSTOMER][NEUTRAL] Um, let me pull up something that like I don't know if we have like an account number or something. Let me see if I can find something like that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It looks like I have a group number M3584-0721.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, that's not our group number one.
[CUSTOMER][NEUTRAL] Oh it looks like it's in there as.
[CUSTOMER][NEUTRAL] OK, it looks like it's in there is Bayview Dental Associates.
[AGENT][NEUTRAL] Gulf Coast maybe.
[AGENT][NEUTRAL] OK, we have a
[CUSTOMER][NEUTRAL] Bayview Dental is this.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have a group number. I have a I have a group number. I pulled up the it's 23,350.
[AGENT][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Yeah, there we go.
[AGENT][NEUTRAL] So for the actual group, um, it looks like the contact for this person is um to make sure that you're
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, for this it looks like it's [PII] is the agent of record.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Oh, like [PII], yeah, she's the group contact, so [PII] would need to create we launched an OSC 3 Mondays ago today, a new OSC, so all of our previous people who had an online service center like they still have to create a new account, so [PII] would need to create a new account and then she could add you as a user.
[AGENT][NEUTRAL] And then insureds could have their own group, an agency can have their own group or their own, I'm sorry, insureds can have their own portal and then agencies can have their own portal and then brokers can have their own portal. So, um, but for the group portion of it, [PII] would have to create it and then she would have to put you as a user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can inform her to do that. So just to get this straight, she could, I'll I'll tell [PII] she needs to go to um the APL website. There's a new, yep, I, I'm looking at it, so I'll just tell her and then she just has to create your just go to create your OSC account.
[AGENT][NEUTRAL] Just go to our website, mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, create the OSC account and then choose group and then um I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then she can add uh me as the like a contact for the brokerage.
[AGENT][NEUTRAL] Yeah, like when she um sets it up she has to go through the steps so it's like um so she would choose group hit next she only has to provide the group number and then the email that we have on record.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, what should be hers, so that would be easy and then when she gets in, she can go to settings and then it has manage users and then she can put your your first name, your last name, your email address, and then the level that they want you to see and then it'll invite you to be a part of their portal like send you an email.
[CUSTOMER][NEUTRAL] OK, because I'm sure it's her work email, yeah, I'm sure it's her work email, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then once I get in there I'll be able to pull like uh there's I assume there's ID cards that I can get for the subscribers, correct?
[AGENT][NEUTRAL] I believe so they that was what you could do on the previous portal, so I'm hoping that it's the same. I have not seen inside of a group's portal yet, so but yeah, you should be able to do everything that you could previous previously which ID cards as part of that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And there is a way for everyone that has has um is is a subscriber on this plan. There is a way for them to go have like their own log in to view their own account correct?
[AGENT][NEUTRAL] Yeah, so on that first page it would be an insured option.
[CUSTOMER][NEUTRAL] All the all the insured individuals.
[AGENT][NEUTRAL] It's right beside group on the right hand side and then they would just need to put their last name.
[CUSTOMER][NEUTRAL] So when you go to create your OSC account you're you're talking about, OK, insured. OK, is there like a flyer that I could like share with the.
[AGENT][NEUTRAL] Mhm, yeah, insured.
[CUSTOMER][NEUTRAL] Subscribers so that they know they can go do that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, let me see if I have.
[CUSTOMER][POSITIVE] Because I've had a couple of people from that group ask me, you know, how they get a hold of those cards, so I just would love to have that information saved for future.
[AGENT][NEUTRAL] But they should also have did did they not get hard copy cards?
[CUSTOMER][NEUTRAL] I don't know. Some, it, it was just a, it was a 6th 1, so it's possible it just hasn't arrived yet, but I'm not sure that I've had a couple people that have asked so I just, I always like to share all of like the online logins anyway because you know going having digital is always a great option. So I'm just trying to get all of that. I like to have all that information, um.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, let's see, what was your email address?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And they can they can create their accounts now they don't need [PII] to go in first that's just so I can have access, right? Like if I send this right now and they they they can go in OK perfect OK um.
[AGENT][NEUTRAL] Yeah, that's just so that you can.
[CUSTOMER][NEUTRAL] That would, that's good to know. I just wanna make sure I wasn't gonna send it over and then be like I can't get in.
[AGENT][NEUTRAL] Mm mm. No.
[AGENT][NEUTRAL] Just want to make sure that this is the correct flyer. Give me just a second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, on my first, um, PDF that I have, it's setting up an OSC account and whenever you open it, you'll see that I think that the green that they highlighted maybe that they highlight.
[AGENT][NEUTRAL] Um, insured, obviously that's you just choose so like group insured provider, it's just telling you I think it's just based off of it's you set the group up the same way it's just for some reason they only highlighted insured.
[AGENT][NEUTRAL] As like an option to choose, but you can choose agency or group or however you wanna set it up.
[CUSTOMER][NEUTRAL] OK, but you're saying that's for me, but I can send the one you're sending.
[CUSTOMER][NEUTRAL] Sorry, don't mind me chewing. Sorry, um, you could.
[AGENT][NEUTRAL] Oh yeah, you can send to group.
[AGENT][NEUTRAL] Or send it to insured. I'm sorry, my, it's Monday. Oh my goodness, um, you can send this out, yeah, for, um, like for for a way for them to a guide, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I know, sorry I'm.
[CUSTOMER][NEUTRAL] All the individual insured people.
[CUSTOMER][POSITIVE] Perfect, that would be amazing.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think worst case I was just gonna give them the link and explain it, but if there's a flyer I love just saving those and having them for when people are like how do I log in like here you go.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, here, done.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Alright, so you said you, you said you sent that or you're working on it right now?
[AGENT][POSITIVE] I'm working on it. Let's see. I think I'm for it all.
[CUSTOMER][POSITIVE] Alright, no problem.
[AGENT][NEUTRAL] Um, but they should get, um, hard copies of their cards as well, pretty soon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just sent it, so you should be receiving it.
[CUSTOMER][NEUTRAL] OK, my email usually takes a minute because they're like security that takes a little bit to come through, but if you don't mind, I'm just gonna wait to make sure I get it so I don't have to call back and ask for it again.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][POSITIVE] I appreciate that and then I'll get with [PII] and I'll get her to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give us access
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So we can manage all that good stuff.
[CUSTOMER][POSITIVE] I like to be able to pull cards for people too just besides for being able to have them go do we get some people that are just like, can you just give me a card.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just in case.
[AGENT][NEUTRAL] Yeah, you're like sure. Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's what we're here for.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just waiting, it hasn't come through quite yet.
[CUSTOMER][NEGATIVE] Come on, nothing yet.
[AGENT][POSITIVE] I'm hoping that I did it.
[AGENT][NEUTRAL] What doesn't wrong. Let's see.
[AGENT][NEUTRAL] I'm gonna resend it to you. Give me just a second.
[AGENT][NEUTRAL] It might have been me.
[CUSTOMER][NEUTRAL] OK, you wanna read to me back maybe in the email. I know some people like leave off the S in benefits or you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Wealth, that's what it is. Wealth with a W.
[AGENT][NEUTRAL] OK, well that was my, that's what I was thinking was wrong, so I did send it to the right one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, wealth benefits
[AGENT][NEUTRAL] OK, it did get sent to the right.
[CUSTOMER][NEUTRAL] Nothing yet.
[AGENT][NEUTRAL] Yeah, it's, I mean, it's set from mine [PII].
[CUSTOMER][NEUTRAL] Does sometimes take a little while, um.
[CUSTOMER][NEUTRAL] Hm, I don't know.
[CUSTOMER][NEGATIVE] Shouln't shouldn't take this long. I checked my junk folder too. It didn't go there, um.
[AGENT][NEUTRAL] I can um
[CUSTOMER][NEUTRAL] So, you said [PII]
[AGENT][POSITIVE] Mhm, yeah, that's exactly what I have.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Weird
[AGENT][NEUTRAL] Can
[CUSTOMER][NEUTRAL] I can give you a different email. We have like um a group email that we use. Maybe we could try that.
[AGENT][NEUTRAL] That's up to you. Yeah, you wanna try that?
[CUSTOMER][POSITIVE] Yeah sure let's do it um it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Dash like a hyphen
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] You watch them and I get like 5 emails at the same time. Like I got them, got them all.
[AGENT][POSITIVE] Like all of them at once.
[CUSTOMER][NEUTRAL] Gotta log into that one.
[CUSTOMER][POSITIVE] Correct
[CUSTOMER][NEUTRAL] That one doesn't have any security's like blocking it, so it might come through fast.
[AGENT][NEUTRAL] Um, we will come past her.
[CUSTOMER][NEUTRAL] I wonder if your system like you know takes a little while to let let it out.
[AGENT][NEUTRAL] Maybe.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because we have that issue sometimes too.
[CUSTOMER][NEUTRAL] I wonder if I can just like
[CUSTOMER][NEUTRAL] Save us some time here and like I wonder if I didn't even try to like.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Look look it up myself. Sometimes you can just like Google that stuff and you can get that.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Flyer, let's see APL registration flyer. Let's see what comes up.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can definitely try. I don't know.
[AGENT][NEUTRAL] I think ours are all internal.
[CUSTOMER][NEUTRAL] Oh, that is not it.
[CUSTOMER][NEUTRAL] I haven't gotten it yet on either email weird.
[AGENT][NEGATIVE] Mm, that was very weird.
[CUSTOMER][POSITIVE] Oh wait, maybe I got it. I just got an email yay [PII].
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Got it. OK, let's see. Oh, and it came through on my other one.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Oh my gosh, I just needed a minute.
[CUSTOMER][NEUTRAL] The same time.
[CUSTOMER][NEUTRAL] Well, now I have it everywhere thank you so much um I see, I see the attachment so I will, um, so you're saying the one that's setting, oh the setting up an OSC account I think.
[AGENT][POSITIVE] You got it. Yeah, of course.
[AGENT][NEUTRAL] So set up, yeah, yeah, it's just if you share it with somebody else other than just insured because I think they put the green dot on insured like an insured was setting it up, but it's the same across the board, yeah.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] Yeah, no, I, I'm, I'm gonna be sharing this with everybody that's like, you know, an insured person that's, you know, and the rest of us will figure it out otherwise. OK, thank you so much for all your help. I appreciate you waiting till I got it. Um, I'll get, um, [PII] on getting me added, but thank you.
[AGENT][NEUTRAL] Just in case.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, yeah, I hope you have a great day.
[CUSTOMER][POSITIVE] All right you too.
[AGENT][POSITIVE] Thanks, bye.
[CUSTOMER][NEUTRAL] Bye.