AccountId: 011433970860
ContactId: 7f0cc36f-896e-4b84-bee8-e85e5086fdcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1105939 ms
Total Talk Time (AGENT): 361071 ms
Total Talk Time (CUSTOMER): 319743 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/7f0cc36f-896e-4b84-bee8-e85e5086fdcb_20250602T21:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, yes, um, I'm trying to log into the um online portal and um I keep getting an error.
[AGENT][NEUTRAL] OK, um, I can help you with that. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the callback number [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] It is the group number is 19658.
[AGENT][NEUTRAL] And are you a group administrator?
[CUSTOMER][NEUTRAL] Yes, I'm the administrator.
[AGENT][NEUTRAL] Are you calling for your own policy? OK.
[CUSTOMER][NEUTRAL] No, I'm the administrator.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get you to verify the name, address, and phone number that we have on file?
[CUSTOMER][NEUTRAL] For the company, the group name?
[AGENT][NEUTRAL] The company, yes ma'am.
[CUSTOMER][NEUTRAL] Uh, Segal Institute for Clinical Research.
[CUSTOMER][NEUTRAL] And what else did you say?
[AGENT][NEUTRAL] The address?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Which I just do.
[CUSTOMER][NEUTRAL] Is it [PII]? It's not [PII]?
[AGENT][NEUTRAL] Um, no, I'm not seeing that one.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And can I get you to spell your last name for me, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, so we just started a new online portal account, um, we updated it and so you'll have to create a new account and so are you on [PII] right now?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, so go ahead and clear your browser history real quick and then um I can help you go through it step by step.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And we can stay on the phone while you do it um just in case you run into any errors.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you've cleared your browser history and you go back into [PII] you'll go to create your OSC account.
[CUSTOMER][NEUTRAL] It's still working like browser.
[CUSTOMER][NEUTRAL] Then close it out again or close out and go back in, or?
[AGENT][NEUTRAL] Um, you should be able to just go to [PII].
[AGENT][NEUTRAL] Click create OSC account.
[AGENT][NEUTRAL] And then you'll click group.
[CUSTOMER][NEUTRAL] Yeah, it's still uh
[CUSTOMER][NEUTRAL] It's still working on the cleaning the browser history.
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Yeah, you don't wanna exit out of it while it's clearing the browser history, um.
[AGENT][NEUTRAL] Sometimes that could make it take a while.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so close that out and now go to.
[AGENT][NEUTRAL] You'll go to the same website, [PII].
[CUSTOMER][NEUTRAL] OK, create your OSC account.
[AGENT][NEUTRAL] Yes ma'am, and then you'll click group.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And then you'll want the information that we have on file um sometimes it won't, it won't work if you use something that we don't have on file so do you want to verify your email address?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] But.
[CUSTOMER][NEUTRAL] That would work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have it, we changed it to Segal trials, but I guess Seal Institute will still work, OK.
[AGENT][NEUTRAL] They'll do that?
[CUSTOMER][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Oh, OK. And the zip code you have is uh [PII]?
[AGENT][NEUTRAL] It'll be the zip code.
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Oh no, I just gave you [PII].
[AGENT][NEUTRAL] Yes, it'll be the one that we have on file so that one that you gave me earlier.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I have to do anything else?
[AGENT][NEUTRAL] And then is it asking for a phone number?
[CUSTOMER][NEUTRAL] It does, but it's not a red, it doesn't have a red thing on it, so.
[AGENT][NEUTRAL] OK, OK, because um it'll need to be everything that we have so um do you wanna verify with me real quick what number you have?
[CUSTOMER][NEUTRAL] I can put it in, I mean.
[CUSTOMER][NEUTRAL] OK, let's put it in there.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, OK, so if it's asking for it, go ahead and put that in there if you would like.
[AGENT][NEUTRAL] It's just that it talks to the same system that we use and so they have to match otherwise it'll say it can't find you.
[CUSTOMER][NEUTRAL] 1988.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But the city as well, [PII], right?
[AGENT][POSITIVE] Yes, ma'am, yes.
[CUSTOMER][NEUTRAL] OK, yeah, but uh.
[CUSTOMER][NEUTRAL] OK. All right, that's probably why.
[AGENT][NEUTRAL] And when you click continue it'll ask for a verification code to be sent.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Uh, put in the Institute email.
[AGENT][NEUTRAL] Yes, and you're able to access that?
[CUSTOMER][POSITIVE] Yeah, it's just fun.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And just click the send verification code one time if you if you click it multiple times, uh, it'll keep sending you a new verification code and you'll have to wait until it catches up and use the most recent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So the code [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And then hit verify code.
[AGENT][NEUTRAL] Yes, so you'll hit uh send verification code. I think it'll even ask you for a new password and a display name.
[CUSTOMER][NEUTRAL] So I hit verify code, but did I put a new password in? I didn't do all that.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Um, no, it should have sent you a verification code and then you'll check your email for the verification code and it should prompt you to input that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I did that and then it, and then I hit verify code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so now I put in the bathroom.
[AGENT][POSITIVE] Yes, ma'am. And the display name can be whatever you prefer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Because it says change email. I don't know.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Oh, did it ask you to change your email?
[CUSTOMER][NEUTRAL] I don't know, it, it, it says email address verified, you can continue now. So I just, I'll just continue.
[AGENT][NEUTRAL] Oh, OK, OK, yeah.
[AGENT][NEUTRAL] And so then you should be able to if it does if it prompts you to set in the password and the display name I will say once you um create the account you'll log in with your email you won't need to use your username um I would just write it down just in case, but you'll log in with your email.
[AGENT][NEUTRAL] And after you've verified your email address, verify code.
[CUSTOMER][NEUTRAL] Um, what, what's this, what do I put for this cleaning?
[AGENT][NEUTRAL] It's what it's whatever you would like it to be.
[CUSTOMER][NEUTRAL] Like my name, like my first name? Oh.
[AGENT][NEUTRAL] It's whatever you'd like it to be that you can remember. Um, it's, it's a a lot of the time it's because we'll have more than one group admin for a group and we need to know uh who is who.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And then it has, it says given name.
[AGENT][NEUTRAL] So just your first name and your last name as we have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I agree to terms of use, privacy policy.
[CUSTOMER][POSITIVE] OK, your account has successfully been created. All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and it should I think once you uh log in for the first time I think it'll make you send a new I think it will send a new verification code um I believe that's only the first time you log in um it shouldn't ask you that every time you log in but the very first time it might ask you again.
[CUSTOMER][NEUTRAL] Oh, now I gotta log in.
[CUSTOMER][NEUTRAL] Because I just um
[CUSTOMER][NEUTRAL] OK, so it put me back to the login screen so send the verification code again.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's it.
[CUSTOMER][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Yes I could continue.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. I think I'm in. I think I'm in.
[AGENT][NEUTRAL] Did it work?
[AGENT][NEUTRAL] All right and do you have any questions, any other questions?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, can I add other people to manage, yeah, I wanna go see.
[AGENT][NEUTRAL] Yeah, you'll go to manage users.
[CUSTOMER][NEUTRAL] Um, to add other
[CUSTOMER][NEUTRAL] It's cooking me through all this.
[CUSTOMER][NEUTRAL] Uh, here we go.
[CUSTOMER][NEUTRAL] Office personnel, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So go to manage users and then.
[CUSTOMER][NEUTRAL] I can create that here as the user.
[CUSTOMER][NEUTRAL] And all I need is the name and email there we go, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What do they get, do they get the email or?
[AGENT][NEUTRAL] And then also
[AGENT][NEUTRAL] They will get the email and they'll they'll be prompted to yes they'll be prompted to do something similar to what you did where they have to put in their information um but it'll all go through.
[CUSTOMER][NEUTRAL] Did they get an email or just?
[AGENT][NEUTRAL] The same group.
[AGENT][NEUTRAL] So kind of similar to before on the old one you you could manage new users but it'll go to them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they'll be able to do that
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then um like the my group will have your group details invoicing and all the employees that are um covered through APL as well um so if you look for that that's going to be under my group.
[AGENT][NEUTRAL] Manage users will be where you will add uh group admins.
[CUSTOMER][NEUTRAL] OK, so that's 26 current policy.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What do I see
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, the detailed report that where I go to see.
[CUSTOMER][NEUTRAL] You what?
[CUSTOMER][NEUTRAL] And I get used to this.
[CUSTOMER][NEUTRAL] OK, I guess I'll play around with it.
[CUSTOMER][POSITIVE] Now that I'm in here, I can.
[AGENT][NEUTRAL] Alright, and is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK. I have made some changes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I made some changes to the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I see [PII]. I've made, I made some deletions. I deleted like uh 4 people, but they still show up in my group details, and I submitted those deletions last week.
[AGENT][NEUTRAL] It might not have um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] You said you deleted employees?
[CUSTOMER][NEUTRAL] Yeah, I submitted a termination, like terminated, um.
[CUSTOMER][NEUTRAL] 424 1234, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It might not have been processed yet. Let me see, um, because you said it was last week.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what we've got here.
[AGENT][NEUTRAL] And who did you submit, where did you submit the deletion of the employees?
[CUSTOMER][NEUTRAL] On that order.
[AGENT][NEUTRAL] Oh, through the portal? OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And are you able to remove them from the
[AGENT][NEUTRAL] The new uh online portal account, is it allowing you to do that?
[CUSTOMER][NEUTRAL] Uh, I show it, it says on the side like recent activity, it shows it says legal institute terminated these people, but they still show up when I look at the number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you want me to try to do it again?
[AGENT][NEUTRAL] Um, if it shows that they terminated.
[AGENT][NEUTRAL] It should be fine. Let me, let me double check real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're saying they still show in your just the it shows that they're terminated and it just shows that you still have them or you're still paying for them or I, I just wanna make sure that I understand correctly.
[CUSTOMER][NEUTRAL] They, they still show in the active employees. So I have 26 active employees, but I should only have
[CUSTOMER][NEUTRAL] 22.
[AGENT][NEUTRAL] You should have 22? OK, let me see.
[CUSTOMER][NEUTRAL] So the new invoice hasn't come out yet, so I mean.
[CUSTOMER][NEUTRAL] I haven't been billed for them yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But because the new invoice hasn't come out yet.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, give me just one moment and let me see um what we can do about that, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK mhm.
[AGENT][NEUTRAL] I'll put you on a brief hold.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Alright, I will put in a request for for someone from billing to contact you and make sure that you aren't getting billed for them for the for the next month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll put that request in now. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.