AccountId: 011433970860
ContactId: 83ba71b3-2c48-454c-897d-23290d17dbd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 657500 ms
Total Talk Time (AGENT): 162046 ms
Total Talk Time (CUSTOMER): 297538 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/83ba71b3-2c48-454c-897d-23290d17dbd9_20250609T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, hi, I don't know if you can help me, but I'm very frustrated. I have been on hold with customer service for over 12 minutes.
[CUSTOMER][NEGATIVE] I can't get through to anybody, so.
[CUSTOMER][NEUTRAL] Finally I got you because I, I pressed number 3 for billing. So here's the thing we, uh, I work for Gray Insurance. I'm the benefits administrator, so my manager [PII], we had to resign in or whatever because y'all changed some things. I have tried 6 times. They keep sending me a verification code and they keep telling my email address they can't verify it.
[CUSTOMER][NEUTRAL] I don't know what to do. I gotta get into this.
[AGENT][POSITIVE] OK. Yeah. Yeah, no, I'm, I'm sorry you're having issues with that, um, but I'll be happy to help you with that. What's your name, please?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[CUSTOMER][NEGATIVE] I mean finally I'm like this is ridiculous.
[AGENT][NEUTRAL] Yeah, what's the
[CUSTOMER][NEUTRAL] What am I doing wrong?
[AGENT][NEUTRAL] What's the group that you're calling about? the group number?
[CUSTOMER][NEUTRAL] Gray and Company, the group number is 27025.
[CUSTOMER][NEUTRAL] I know she told me she just came in here a little while ago and said she re-registered us.
[CUSTOMER][NEUTRAL] And I should be able to, you know, reregister now.
[AGENT][NEUTRAL] Yeah, um, what's the, uh, the physical address that we should have on file for your group?
[CUSTOMER][NEUTRAL] We're using a PO box. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and do you know the phone number that we would have on file?
[CUSTOMER][NEUTRAL] I'm, I'm guessing [PII]?
[AGENT][NEUTRAL] Uh, it's not that. Um, do you know another one that we might have?
[CUSTOMER][NEUTRAL] Mm, maybe she's got, let's see, let me go see, maybe she's got her number on her direct line. I don't know if she's got my direct line on there.
[CUSTOMER][NEUTRAL] But I'm pulling that up right now.
[CUSTOMER][NEUTRAL] Um, one.
[AGENT][NEUTRAL] And do you know who's the name of the group contact that we would have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I mean she just did it. I got an email from APL to recreate my stuff again and I every time I try it says you need a verification code or I request a verification code I go to put it in and keeps telling me my email address cannot be verified.
[AGENT][NEUTRAL] And is the number you're calling from the [PII] a good number in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, that's mine. Yes. Now, do you want [PII]'s direct, uh.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, if you have it, I just needed to verify the account.
[CUSTOMER][NEUTRAL] OK, I'm assuming she might be using [PII]?
[AGENT][NEUTRAL] OK, thank you. And is [PII] uh nearby?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She sits in the office right next to me, but uh I don't know if she's in there. You want me to go see if she's in there? Do you need a
[AGENT][NEUTRAL] Um, well, I would just need, because we don't have you as a group contact, so I would just need her to, um, like say that she has that you have permission to get information about the account.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah, let me go see if she's in there. Hold on, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I put you on speaker phone?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department with APL. Um, is this [PII]?
[CUSTOMER][NEUTRAL] OK. On.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] OK, are you there?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] OK, uh, yeah.
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Um, I did add [PII] into the our website this morning.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and does she have, do you, um, do you have permission to share information about the account with her?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] All right. So, um, [PII], what email address are you using uh to register?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK, because, uh, the email we have on file is [PII]'s email, so that's the email that will have to be used to um register the to log into the account.
[CUSTOMER][NEUTRAL] OK, but I, but this morning I had to go through this whole system to get myself logged back in and then I added under manage users. I added her in there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that'll allow her to.
[CUSTOMER][NEUTRAL] So do you not see her name in there?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Because the only way you got the email was because I sent it to you, yeah, I did. So yeah, so I, I added her under manage users and then it said sent successfully and then she got the email address from APL.
[AGENT][NEUTRAL] Yeah, I'm trying to see if we that capability is actually functional because I remember in the meeting like before they launched this new website that they were saying for at the beginning that um groups would only be able to use one email um but it's also it's kind of misleading or like confusing if they have the function to let you add new users so I'm trying to get some clarification on that um right now.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah because if I do that under yours, it would tell me that's not being used. Well, you, you would have, I would have to give you the password to log in. You would have to log in under my name and under my password, so I don't see how that's pretty that's secure, yeah, that's not when.
[CUSTOMER][NEUTRAL] You have different levels of.
[CUSTOMER][POSITIVE] Like I should be able to do more like an admin should be able to do more than maybe you that keying in the information exactly.
[CUSTOMER][NEUTRAL] Or paying the bill.
[CUSTOMER][NEUTRAL] chicken
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Maybe that's not.
[AGENT][NEUTRAL] OK, and you said when you send the verification code that it's saying they can't verify your email?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Did you say set up a new account? Did you say create an account? That's what I don't remember to go back in. That's that's what you didn't do.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Click there.
[CUSTOMER][NEUTRAL] Because that's what I had to do.
[AGENT][NEUTRAL] Yeah, if you're not using the create an account function that uh could be the issue if you're just trying to log in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] So there, so.
[CUSTOMER][NEUTRAL] So I can't click on this with this one here, yeah, put, put that in there and then send verification code right.
[CUSTOMER][NEUTRAL] And then you can get the code then I can go through that other stuff.
[CUSTOMER][NEUTRAL] No, then you gotta verify the code right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's an old one, yeah, you can't use, you can't use that, so I gotta wait for him to send another one. That's how many times I tried.
[CUSTOMER][NEUTRAL] OK, that's the new one.
[CUSTOMER][NEUTRAL] You put the code is.
[CUSTOMER][NEUTRAL] [PII] and then there.
[CUSTOMER][NEUTRAL] OK, now put your password in your password.
[CUSTOMER][NEUTRAL] I'm assuming it has to be 8 letters.
[CUSTOMER][POSITIVE] I don't know, it doesn't hurt.
[AGENT][NEUTRAL] Um, 8 characters and I believe a capital letter and a special character.
[AGENT][NEUTRAL] Or a number.
[CUSTOMER][NEUTRAL] That's what I'm doing.
[CUSTOMER][NEUTRAL] And then scroll down to.
[CUSTOMER][NEUTRAL] Let's continue.
[CUSTOMER][NEUTRAL] It might save yeah so it went through save it and you have to click click and continue it went through it went through now you gotta click the next 10.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] OK, so I'm in now. Thank you so much.
[AGENT][POSITIVE] OK, great, no problem. Uh, is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, alright, bye bye.
[CUSTOMER][POSITIVE] Not right now, but thank you for your help.
[AGENT][POSITIVE] All right, no problem. I appreciate you calling and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, thank you.