AccountId: 011433970860
ContactId: 76ed48d1-79d3-479c-b944-6492091d9aac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574299 ms
Total Talk Time (AGENT): 112728 ms
Total Talk Time (CUSTOMER): 173390 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/76ed48d1-79d3-479c-b944-6492091d9aac_20250610T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, I've been on sick leave and I came back and I was going to upload some payment files for um.
[CUSTOMER][NEUTRAL] Two companies we have um 3 companies we have APL insurance for and my APL secure APL site is no longer existing and I don't know what to do with the one that's showing up there.
[AGENT][NEUTRAL] Create a new account.
[CUSTOMER][NEUTRAL] That makes sense.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] You, you'll need to create a new account.
[CUSTOMER][NEUTRAL] I have to create a new account?
[AGENT][NEUTRAL] Yes ma'am, that's our new online service center.
[CUSTOMER][NEUTRAL] So how do I do that? I'm, I'm confused.
[AGENT][NEUTRAL] At the group level?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's your group number?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] I I really don't know. I can give you the name of the company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, one of those Hollywood supermarkets.
[AGENT][NEUTRAL] Um, would it be under a different name?
[CUSTOMER][NEUTRAL] No, let me get one of the the things hold on.
[AGENT][NEUTRAL] It's the UFCW Local 876 Hollywood Supermarkets.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Do I hit that APL OSC site?
[AGENT][NEUTRAL] Let's see, let me go to the site myself.
[AGENT][NEUTRAL] You'll click the um.
[CUSTOMER][NEUTRAL] I mean because I uploaded.
[AGENT][NEUTRAL] You'll click on on the once you go to [PII] and it's the login screen, you'll do create your OSC account.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, so do I do what I do, the group or the what which one do I do?
[AGENT][NEUTRAL] You're the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the group number? I don't know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] One of them is 0000840s and an 8.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And the zip code is that my zip code I use? Yeah.
[AGENT][NEUTRAL] It will be whatever we have it in for the group.
[AGENT][NEUTRAL] We've got [PII].
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Now it says display name. What is that? What does that mean?
[AGENT][NEUTRAL] Whatever you want it to be.
[AGENT][NEUTRAL] Your, your login info.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Password entry fields do not match, OK.
[CUSTOMER][NEUTRAL] Go back again.
[CUSTOMER][NEUTRAL] You must have just changed it over the weekend because I was working from home some one time and I.
[AGENT][NEUTRAL] Um, it launched, uh, sometime last week.
[CUSTOMER][NEUTRAL] Yeah it must have been after I did.
[CUSTOMER][NEUTRAL] Claim not verified email address.
[CUSTOMER][NEUTRAL] I had to send verification form said claim not verified email address.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What email address are you using?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's what we have.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Which screen are you on which screen are you on?
[CUSTOMER][NEUTRAL] It says where you put in the um.
[CUSTOMER][NEUTRAL] I think it's the 2nd 1 it says verify code send new code I.
[AGENT][NEUTRAL] Did you get the code and put it in?
[CUSTOMER][NEUTRAL] Verification has been.
[CUSTOMER][NEUTRAL] I haven't had a chance. I was looking at my email.
[CUSTOMER][NEUTRAL] There's the code didn't come through yet.
[AGENT][NEUTRAL] Uh, you may need to check your spam folder.
[CUSTOMER][NEUTRAL] Is it possible it just didn't get?
[CUSTOMER][NEUTRAL] No, it's not in the spam folder.
[AGENT][NEUTRAL] It may just take a second.
[CUSTOMER][NEUTRAL] Oh, now it came.
[CUSTOMER][NEUTRAL] Says my email's not verified.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, what you'll probably need to do is, uh, screenshot that and send it to me so I can take a look at it and if it's something, um, on our end, I'll have to get it looked at.
[CUSTOMER][POSITIVE] Wait now it's it's OK it's OK now it said they liked it.
[CUSTOMER][NEUTRAL] OK, I've been created for that so.
[CUSTOMER][NEUTRAL] And then I do the same thing for the uh Olson's do you have that that code?
[AGENT][NEUTRAL] Yes. 13741.
[CUSTOMER][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] And then there was also one for the UFCW.
[CUSTOMER][NEUTRAL] 876 retirees.
[AGENT][NEUTRAL] 13238.
[CUSTOMER][POSITIVE] OK, I'll finish this up tomorrow so but I appreciate your help thank you mhm.
[AGENT][POSITIVE] All righty. No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all I needed thank you so now when I just want to do I just log in.
[AGENT][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK, now I'm confused.
[CUSTOMER][NEUTRAL] I'm up to the
[CUSTOMER][NEUTRAL] OK, now just I you can stay on the line just a minute.
[CUSTOMER][NEUTRAL] And am I gonna get a verification code every time I want to sign in?
[AGENT][NEUTRAL] No, just that first time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you I think we're all set then thank you.
[AGENT][POSITIVE] All right. You're welcome. No problem. OK.
[CUSTOMER][NEUTRAL] Mhm mhm bye.