AccountId: 011433970860
ContactId: 72c5edc9-0749-4f86-bc67-9de8a3b4f6a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 738239 ms
Total Talk Time (AGENT): 309358 ms
Total Talk Time (CUSTOMER): 239718 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/72c5edc9-0749-4f86-bc67-9de8a3b4f6a1_20250616T13:25_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting UTL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm having a little bit of a difficulty listening to you but um.
[CUSTOMER][NEUTRAL] We have APL. I'm the office manager and we have APL as part of our benefits, and I'm trying to log in or create a new account and it doesn't recognize us, so I need some help to start this because we need to make the payment.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Of course, yes, I can certainly help with that. And with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK, thank you very much. And is there a call that number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] OK, see if I can get to that.
[AGENT][NEUTRAL] OK, so you are the, you are the, uh, you're doing this for your group. OK.
[AGENT][NEUTRAL] So what we did, um,
[CUSTOMER][NEUTRAL] Yeah, yeah, for the office.
[AGENT][NEUTRAL] What we did what we did, uh, we updated the computer site.
[AGENT][NEUTRAL] And in order to get back into the um uh the site we actually have to create a new um.
[AGENT][NEUTRAL] A new password and the new user ID. So if you would log into um [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh so I tried and I put log in and I put my information but.
[AGENT][POSITIVE] Well, actually we're going to do a new we're, we're going to start all over again because, because the system whenever, whenever they revamp it, we have to start all over again and so we're gonna do this as a new year.
[CUSTOMER][NEGATIVE] It doesn't recognize me.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, that's where, that's where we're running into it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And so we'll try and do it this way, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So I'll put my email address to start.
[AGENT][NEUTRAL] Yes please, so you will, you will click in and it will say welcome to the online service center and, and you will click that and then um.
[AGENT][NEUTRAL] Uh, you will go to my.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I put my email and password. Do they use the password I had before or is this gonna be a new password?
[AGENT][NEUTRAL] You, you'll have to do a new password.
[CUSTOMER][NEUTRAL] OK, give me a second.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So let me see what I have and what I'm going to use, OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Have to be something that used before, correct? OK.
[AGENT][NEUTRAL] I think so, yes, yeah, I think that.
[CUSTOMER][NEUTRAL] Let's try.
[CUSTOMER][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I put a new password.
[AGENT][NEUTRAL] OK, and is it allowing you to go into the system or is it?
[CUSTOMER][NEUTRAL] So do I sign in?
[CUSTOMER][NEUTRAL] I didn't wanna press OK, let's see it says we can't seem to find your account.
[AGENT][POSITIVE] Uh yes ma'am, yeah, we're gonna, yeah, we're gonna do.
[AGENT][NEUTRAL] OK, so we, we did it you did it as a new, as a new, uh, user, and it cannot seem to find your account. Is that what?
[CUSTOMER][NEUTRAL] Uh, yeah, let me yeah, let me check something here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] That's right, yeah.
[CUSTOMER][NEUTRAL] Let me put it one more time, so a new password.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I put my email address in the first line and on the password I put a completely new password.
[CUSTOMER][NEUTRAL] If I put forgot your password maybe.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Let's try that, OK.
[CUSTOMER][NEUTRAL] Email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's my email address and verification code, OK.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] So is it allowing you to create a new uh.
[CUSTOMER][NEUTRAL] Oh OK, I see.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Because we actually have to hit the, the, the, the, the uh selection that says create your OSC account because it's what it did was it it um it changed everything.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Uh, and, and we, we actually have to start over.
[CUSTOMER][NEUTRAL] Yeah, it
[CUSTOMER][NEUTRAL] OK, it went back to the for some reason.
[CUSTOMER][NEUTRAL] Uh, I went back to 0 again.
[CUSTOMER][NEUTRAL] OK, create your OSC account. Uh, it takes me back to the sign up.
[AGENT][NEUTRAL] Yes, yeah, you're gonna have to create it all over again. Yeah, that's, that's, so, so what I did was when we created the new, um, the new site, unfortunately it didn't recognize any of the old accounts so each and every account unfortunately has to be, uh, put back in, but it shouldn't take very long once you get to that pretty site.
[CUSTOMER][NEUTRAL] Let me just close this again.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] It's taking like some time to log in, I mean to, to open the page.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Does it allow me to do anything or?
[CUSTOMER][NEUTRAL] Yeah, it's free. It froze. OK, let's try it again. Create your OSC account.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So this way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got through let me ask for a verification code again.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Good things to get to the hospital take a few.
[AGENT][NEUTRAL] So it'll send you a verification email. Yeah, it, it will do that.
[CUSTOMER][NEUTRAL] OK, I see, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] You can now continue, OK?
[CUSTOMER][NEGATIVE] It says a user with a specified credential could not be found. It's not finding my email.
[AGENT][NEUTRAL] Oh, OK, OK, so what we're gonna do at this point, um, we're gonna go, if you'll take a screenshot.
[AGENT][NEGATIVE] Because sometimes they have this problem.
[AGENT][NEUTRAL] And uh if, if we are recognizing or if this is the problem that we're having, if you take a screenshot and if you could send it to our [PII] team at [PII]. So we'll go back up to the where it says welcome to the online service center.
[CUSTOMER][NEUTRAL] So go back to the beginning.
[AGENT][NEUTRAL] Yes ma'am, if you, yes ma'am, please, if you would, because for, for whatever reason we need to.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, where it says
[CUSTOMER][NEUTRAL] Yeah, create your OSC account.
[AGENT][NEUTRAL] Yes, please, and you'll see where it says care team um but what we're looking for is a screenshot now. So if you, if you don't mind taking a screenshot and emailing it to care team.
[CUSTOMER][NEUTRAL] With my phone
[AGENT][NEUTRAL] Uh yes, ma'am, if you would, yeah.
[CUSTOMER][NEUTRAL] OK, give me a second, let me, uh, OK.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So that
[CUSTOMER][NEUTRAL] [PII]. OK, OK, so what do I do? uh.
[AGENT][NEUTRAL] And uh it it will ask, you know what, what the problem is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so just send uh a screenshot of of the initial with no information, no email, no nothing, just what it says welcome to the online service center.
[AGENT][NEUTRAL] Well, we're
[AGENT][NEUTRAL] Well, what you're sending a screenshot of is you, you received a, an error message saying that your record was not found. Is that correct?
[CUSTOMER][POSITIVE] Exactly mhm.
[AGENT][NEUTRAL] OK, that's what you're sending the screenshot of, um, is that because what we need to do is we need to know what email it is uh yeah, we need to, we're gonna go back to that, please, please, yes, and then what we will do is we'll try and figure out what is going on.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, give me a sec, so you need a screenshot of the error.
[CUSTOMER][NEUTRAL] OK, let me go back to try to do it.
[AGENT][POSITIVE] From there and we're just, you know, we're just trying to work out the bug and on the it just got started, um, it's a great site, uh, when we do that, uh, we've updated a lot of things we just have to get through this initially.
[AGENT][NEUTRAL] Then after that
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna have to ask for a new verification code because I closed that window since you told me to go back to the very beginning. mm, OK, let me know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So give me a second.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, to get a new code.
[CUSTOMER][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, is it you want me to take a screenshot where it says a user with a specified credential could not be found.
[AGENT][NEUTRAL] Yes, please, if you would.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm mhm hmm.
[CUSTOMER][NEUTRAL] OK, give me a second until I get it.
[AGENT][NEUTRAL] And then what will end up happening is we, we have to, uh, we have to research it. We're, we're researching this as they come in and we're finding out what, you know, why the system isn't, isn't taking it sometimes and they're also suggesting that if you, if you want to use your personal email instead of the work one, it's, it's just, but, but first if we could, if we could just send that into the care team and let them look at it, let them do a little research on it, and we can go from there.
[CUSTOMER][NEUTRAL] OK, should I put um.
[CUSTOMER][NEUTRAL] Should I put what should I put on the information the subject like uh our account number or what?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You can, you can put your account number on there, but then, uh, what we're looking for is um trying to, uh, unable to log into to new service center, um, and, uh.
[AGENT][NEUTRAL] We just want to let them know that we're trying to to go in and create a new account and able to create a new account. I think that would be the better way of putting it, unable to create a new account and then um we will find out uh we'll get a research and find out why the system is not recognizing you, um, but once we do, uh, we will go ahead and fix that and then once that is taken care of, uh, you'll be able to go in and make your payment and and do, uh, all the things that you did before, um.
[CUSTOMER][NEUTRAL] No, OK, unable to that, OK.
[AGENT][POSITIVE] In this enhanced sight
[CUSTOMER][NEUTRAL] OK, so I send that and somebody will get back to me, right?
[AGENT][POSITIVE] Yes, yes they will.
[CUSTOMER][NEUTRAL] So that's it for now.
[AGENT][NEUTRAL] Yeah, that's, that's it. Now is there anything else at all that I need help with?
[CUSTOMER][NEUTRAL] No, no, I really need to log in to make the payment. I've been trying to create this for a couple of days, so I decided let me just call.
[AGENT][NEUTRAL] Yeah, I'm
[AGENT][POSITIVE] Yeah, I do appreciate that. I'm sorry for the inconvenience. Um, it's when, when they, when they did the new, um, the new system, yeah, it just, it just switches everything up. We will get this resolved. We'll get that so that you can continue doing these things online because it's much easier that way.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you very much bye bye.
[AGENT][POSITIVE] OK, well thank you for contacting HBO have a very good morning.