AccountId: 011433970860
ContactId: 78324f2d-9e67-414e-921f-88ce8e89fec6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440880 ms
Total Talk Time (AGENT): 181266 ms
Total Talk Time (CUSTOMER): 130543 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/78324f2d-9e67-414e-921f-88ce8e89fec6_20250612T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Is this the broker service center?
[AGENT][POSITIVE] Yes sir it is.
[CUSTOMER][NEUTRAL] OK, great. I've got a client who's getting an error message when they try to log into their APL account. Can you help me with that?
[AGENT][POSITIVE] Yeah, absolutely. Do you know um what the group name is or number?
[CUSTOMER][NEUTRAL] Yeah, it's um South Carolina um I almost take the name of my company, South Carolina Internal Medicine.
[AGENT][NEUTRAL] Internal
[AGENT][NEUTRAL] Medicine, OK.
[AGENT][NEGATIVE] And are they able to get through the portal and log in and they're receiving an error message or they can't even log in?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, it looks like they can't log in. I know that I saw.
[CUSTOMER][NEUTRAL] A screenshot of what this looks like. Let me, oh here it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEGATIVE] It's just a white box with a red X on it says error no user was found with this information that was entered.
[AGENT][NEUTRAL] OK, so, um, what needs to happen is the person who set up the group originally is the person that we have on contact like our our primary contact is who we have um in our system.
[AGENT][NEUTRAL] Um, all the additional people like the admins or the HR people outside of that primary contact, we don't have their information, so, um, the person that is the primary contact for the group, um, is the person that needs to create the account and then can add whoever they would like.
[CUSTOMER][NEUTRAL] One second, so.
[CUSTOMER][NEUTRAL] So everybody doesn't have their own login. The the administrator has to create everybody's log in manually?
[AGENT][NEUTRAL] So, um, let's say I'm the primary contact on the, the group, so I, my information is in our system, so I have to create a log in and then they can just add the users to the account as well they would just have to type in their email address to say that you were an admin and I would just add you um to the account.
[AGENT][NEUTRAL] And then they would create their.
[CUSTOMER][NEUTRAL] So the administrator has to add.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Everybody to the account.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Can I do that as the broker?
[AGENT][NEUTRAL] Um, they would have to give you access to the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if so if the admin doesn't do that, that nobody, nobody's so they've had this, they've had this group plan since.
[CUSTOMER][NEUTRAL] Since January, so that means nobody's logged into APL from the group.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, um
[AGENT][NEUTRAL] We, we just rolled out this new um portal last week so they've had access to it but just as of last last week they have not.
[CUSTOMER][NEUTRAL] So what would they have logged into prior to last week?
[AGENT][NEUTRAL] Um, it was gonna be like the same portal, uh, just we just updated it.
[CUSTOMER][NEUTRAL] OK, so they could have conceivably logged into this a month ago.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But they can't now because it's been.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Has anything gone out to the administrators to let them know this and instructions on how to, how to do what they need to do?
[AGENT][NEUTRAL] I believe a um email was sent out saying hey we're gonna set up a new portal everyone must reregister their account um.
[AGENT][NEUTRAL] I only know from the broker side just because we only deal with the brokers that it did go out to all the brokers as well.
[CUSTOMER][NEUTRAL] Oh really? OK, um.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And it was, it was just like a update that we were going to be updating everything it wasn't like a a step by step of this is that what you do.
[CUSTOMER][NEUTRAL] Yeah, I don't have that, uh, meddling rates went out on the [PII].
[CUSTOMER][NEUTRAL] Oh wait, let me look at my place.
[CUSTOMER][NEUTRAL] OK, the new OSC is here, would that be it?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Is it [PII] discover the owner online services. Would, would this be to the administrator so would let me log into [PII] or [PII].
[AGENT][NEUTRAL] So that is um just for you so like your account that you previously have logged into um you would also have to set up a new uh new log in as well based off of your email address um so that was the notification that was sent out to you.
[CUSTOMER][NEUTRAL] OK, so this email that was sent to me, I can't use anything in here for my client and this is just for me.
[AGENT][NEUTRAL] Um, I'm not quite sure what's on there. What, what is it? What does the email say?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The new OSC is here visit huh.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] I can send you like a how to set up the um like some handouts that could be helpful for the group if you would like to pass that along.
[CUSTOMER][NEUTRAL] That would be
[CUSTOMER][POSITIVE] That would be perfect if you could send me that, that'd be great.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] And then can you confirm a good email to send it to?
[CUSTOMER][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] Yeah, it's Gabe G A B E. Rs R I C K S at Fulcrum F U L C R U M R I S K solutions with an S dot [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect perfect I'll send those over to you um it's gonna be like a step by step for the insured, um, but it the same steps follow along for the um groups and then it's like a how to for the groups to use the online portal.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] Absolutely is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] That's it you have a great day.
[AGENT][NEUTRAL] You as well bye bye.
[CUSTOMER][NEUTRAL] Bye bye.