AccountId: 011433970860
ContactId: 7b5efe8d-d95d-4359-85cb-779d8e9b475f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 561659 ms
Total Talk Time (AGENT): 191614 ms
Total Talk Time (CUSTOMER): 274119 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7b5efe8d-d95d-4359-85cb-779d8e9b475f_20250604T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. We have a group, um, policy with you guys that um we administer and I've noticed that the online system has changed, um, and I didn't know that was happening uh and I'm not able to pay our bills because I can't get logged in. It's not accepting our same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you have your group number?
[CUSTOMER][NEUTRAL] Um, information.
[CUSTOMER][NEUTRAL] I do. It's 18126.
[CUSTOMER][NEUTRAL] I might have just figured this out now that I'm sitting here talking to you because I just put in my email address and it did give me a code.
[AGENT][NEUTRAL] Yeah, so you will have to create, you're gonna have to create a brand new account. Um, let me get your group pulled up though.
[CUSTOMER][NEUTRAL] Um, alright, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, can you verify your address for me?
[CUSTOMER][NEUTRAL] Uh, I'm not sure which one you have, but it should be [PII], or you have the [PII] which.
[AGENT][NEUTRAL] Uh, it looks like we've got both.
[CUSTOMER][NEUTRAL] If you do just let me know which one you have.
[AGENT][NEUTRAL] Um, what's that zip code?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, to the
[CUSTOMER][NEUTRAL] Physical address it's [PII].
[AGENT][NEUTRAL] OK, that's what we have, um, and then what um email do we uh should we have on file?
[CUSTOMER][NEUTRAL] Well, so I think you have my email address. However, here's also the other problem. So the email address that I think you guys originally have on file, it is blocked on your end, so I have to use my other company's email address in order to facilitate um emails back and forth when I send like new people and stuff. So let me give you what I think you have and then you can tell me if I need to give you the other one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so what you should have is [PII].
[AGENT][NEUTRAL] Yes, that's what we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, let's see, what phone number should we have?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, looks like we have an [PII].
[CUSTOMER][NEUTRAL] Uh, oh, that's probably the one that goes directly to [PII].
[CUSTOMER][NEUTRAL] I don't know what that one is, to be honest. I'll have to ask her if you need me to get that for you.
[AGENT][NEUTRAL] OK, so let me give it to you. It's 844.
[AGENT][NEUTRAL] 682.
[AGENT][NEUTRAL] 5755.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so when you're on the new uh website, you'll go to create a new account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In your group
[CUSTOMER][NEUTRAL] Do I pick, so it's which box I pick as group.
[AGENT][NEUTRAL] Yes, you're with the group, not the brokers, correct?
[CUSTOMER][NEUTRAL] Not agency or agent. OK. OK.
[CUSTOMER][NEUTRAL] Well, I think we are the broker but I you are might be more right than I am, so I'll just go with what you think.
[AGENT][NEUTRAL] Um, and then group number 18126, which you gave me, zip code which you gave me.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Phone, which I gave you.
[CUSTOMER][NEUTRAL] Right, um, let me change that email address.
[AGENT][NEGATIVE] We got heartburn.
[AGENT][NEUTRAL] Email you will enter the [PII] at financial advisor benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And of course [PII].
[CUSTOMER][NEUTRAL] Mm, OK. And then the state, the state we're in now, I'm assuming, right? [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No user was found for the information that was entered. Please try again. So I put [PII].
[CUSTOMER][NEUTRAL] And then I put [PII].
[CUSTOMER][NEUTRAL] Then I put [PII], 0 sorry, was it [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that's my fault. Alright, let's say that again.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] 181262930384486825755
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Barker is the city, my financial [PII] email address, and the state of [PII].
[AGENT][NEUTRAL] It
[CUSTOMER][NEGATIVE] Tell me no.
[CUSTOMER][NEUTRAL] Something's wrong.
[AGENT][NEUTRAL] OK, do we have [PII] Is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct. Yeah.
[AGENT][NEUTRAL] And K Alfondo, K A L F O N S O, financial advisors, making sure this is, oh, is it financial advisors?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or because we just have advice.
[CUSTOMER][NEUTRAL] No, financial.
[CUSTOMER][NEUTRAL] Yeah, no, just one adviser and then benefits is plural.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and it's OK, so it's saying nothing is found.
[CUSTOMER][NEUTRAL] Yeah, my, I'm gonna try yeah just says no user was found in the information that was entered. Please try again.
[CUSTOMER][NEUTRAL] Um, should I try it as a different, not group, but as the broker?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Our agency.
[AGENT][NEUTRAL] Yeah, I've I've got this as the group though, so that's.
[CUSTOMER][NEUTRAL] No, cause that's asking for last name and social security number for I mean it might be under [PII].
[CUSTOMER][NEGATIVE] Information but I doubt it.
[AGENT][NEUTRAL] Yeah, I showed him as he's he's, he is the agent, but that would be under the broker, so let me see, um, let me, let me get something pulled up real quick.
[AGENT][NEUTRAL] What uh browser are you using?
[AGENT][NEUTRAL] Like Chrome or
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, so, um, let me put in a request to our IT to look at this, um, so it's just saying no user found, is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And then [PII], what is a good callback number or an email and or email whatever way you'd like to be contacted.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, if you can call me on my cell which is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Or you can use, you know, the email address but like I had said before, I don't know if it works both ways, but I am not able to email you guys from my financial advisor benefits email. I'm only able to email you from my HSA email.
[CUSTOMER][NEUTRAL] So for whatever reason.
[CUSTOMER][NEUTRAL] APL has my financial advisor blocked.
[AGENT][NEUTRAL] OK, let me see, let me check.
[CUSTOMER][NEUTRAL] So I don't know if that might be the problem.
[AGENT][NEUTRAL] Check one more thing.
[CUSTOMER][NEGATIVE] Mm, it didn't matter. I changed it to my other email address and it came up as an error as well, so.
[AGENT][NEUTRAL] I'll try, uh, let me see, actually try this. Will you try putting the city as [PII] instead of
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that close to [PII]?
[CUSTOMER][NEUTRAL] It's so based on our.
[CUSTOMER][NEUTRAL] Yeah, that's where our PO box is.
[AGENT][NEUTRAL] OK. Try the [PII] and see if that makes a difference. And the, and also we have zip code [PII].
[CUSTOMER][NEUTRAL] Correct, that would be the [PII] email or mailing address.
[AGENT][NEUTRAL] Try that and see if that works.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, that's better.
[AGENT][NEUTRAL] OK, did that work?
[CUSTOMER][POSITIVE] That worked, yeah, I sure did.
[AGENT][NEUTRAL] OK, OK, OK, perfect. OK, so, um, yeah, that's OK, that's see, that's where the problem was. I was checking on a different, uh, space in our system, and, um, sorry about that. uh, so yeah, so what.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][POSITIVE] Yeah, so if you have any issues at all going forward, give us a call back, but we, yeah, we have updated our site. It should be a lot more user friendly. It's got a little bit more accessibility. We've got mobile functions now so you can use it on the mobile so.
[CUSTOMER][POSITIVE] OK awesome so I'm gonna send the verification code and then I'm gonna be able to put my new password and all that stuff in.
[AGENT][POSITIVE] Yes, you should be able to, yes.
[CUSTOMER][POSITIVE] Awesome, awesome. Thank you for your help I greatly appreciate it.
[AGENT][NEUTRAL] OK. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Um, not yet. I'll go through.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, all right. Well, I hope you have a great day and thanks for calling APL. Thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] You too bye bye.