AccountId: 011433970860
ContactId: 860ba930-cc48-4107-aebd-a85f4e4ede30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 624299 ms
Total Talk Time (AGENT): 188067 ms
Total Talk Time (CUSTOMER): 217594 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/860ba930-cc48-4107-aebd-a85f4e4ede30_20250602T21:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm having trouble logging in since you guys updated the site. Can you help me, um, to do this?
[AGENT][POSITIVE] OK, I can help you with that. Um, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] How for you?
[CUSTOMER][NEUTRAL] My name is [PII]. My number is [PII].
[CUSTOMER][NEUTRAL] It's my driver's.
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] I have no idea since I can't log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And is it alright if I look you up by your social?
[CUSTOMER][NEUTRAL] Um, sure, [PII].
[AGENT][NEUTRAL] And just to verify, I have [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] It's amazing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] Um, well, I'm, I'm calling for the business account. I'm administrator for my, for my, for my business, um, so.
[AGENT][NEUTRAL] Oh, I, I apologize. OK. I thought you were calling for your for yours. I apologize for that. Um, what is your group number?
[CUSTOMER][NEUTRAL] I don't know. I can't log in. Is it on my card?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the group number should be on your card. Give me just a moment.
[AGENT][NEUTRAL] Or do you have the name of your employer?
[CUSTOMER][NEUTRAL] Um, Blackstone Labs.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the address for the employer?
[CUSTOMER][NEUTRAL] Um, I believe you still have [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And the group number is 18693.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and so you went to [PII].
[AGENT][NEUTRAL] And you clicked um create a new account correct?
[CUSTOMER][NEUTRAL] Um, no, was I supposed to do that?
[AGENT][NEUTRAL] OK, so we just recently um launched our new online service center uh so you will need to recreate an account.
[AGENT][NEUTRAL] And then if you had any other users or group admins on there you will do how you did before where you go to manage users and you'll add people um that can speak on your behalf on the uh.
[AGENT][NEUTRAL] On the employer's behalf.
[AGENT][NEUTRAL] So you'll click, you'll go to [PII].
[AGENT][NEUTRAL] And go to create your OSC account.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And just to verify, are you doing this while while we're on the phone?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am mhm.
[AGENT][NEUTRAL] OK, just to make sure, right, and then you'll click group.
[CUSTOMER][NEUTRAL] OK. Next.
[CUSTOMER][NEUTRAL] Oh, what's the group number again? I put my card away.
[AGENT][NEUTRAL] But that's OK. Group number is 18693.
[CUSTOMER][NEUTRAL] And the zip code is [PII]. Phone number I guess would be me.
[AGENT][NEUTRAL] Um, it'll probably be the phone number that we have on file, so can you confirm that with me?
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am, OK, because sometimes it won't find people if they use a phone number or an email that's different than what we have on file.
[CUSTOMER][POSITIVE] OK, that's all good, so.
[CUSTOMER][NEUTRAL] Complete your account set up, continue.
[AGENT][NEUTRAL] And then you should have gotten a verification code in an email if you click submit or send verification code.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I missed that top portion of it. OK, sure.
[CUSTOMER][NEUTRAL] [PII] and verification code.
[CUSTOMER][NEUTRAL] Let's go see what it sends me.
[CUSTOMER][NEUTRAL] Mm let's see.
[CUSTOMER][POSITIVE] Your account has successfully been created, yay OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just wanted to make sure that we were on the phone while you're doing it in case you ran into any um sort of complications so have you are you able to access.
[AGENT][NEUTRAL] The account
[CUSTOMER][NEUTRAL] I'm, yeah, I want a new verification code, so let me go get my new, my new verification code.
[CUSTOMER][NEUTRAL] Yes, I, OK, yeah, it looks like I got in. Do I have to set up my auto payment again, uh, with my, with my bank account or did that stuff port over?
[AGENT][NEUTRAL] You will probably need to redo that.
[AGENT][NEUTRAL] Um, because we went a whole different account, that's why we had to have everyone set up a new account.
[AGENT][POSITIVE] And hopefully it'll be a little bit more user friendly too.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright, let's see resource center managing service, uh, doesn't say anything about where.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Where's my, where's my like uh all of my little people who are on this account? Where are my, where's my staff?
[AGENT][NEUTRAL] You'll have to go to manage users and you'll have to reset that up.
[CUSTOMER][NEUTRAL] No, I, I, I don't need new users for this. I wanna know where the rest of my staff is, where all of the people on this plan? Yeah, there's 5 people on this plan. Where's the dashboard? Go to the group.
[AGENT][POSITIVE] Oh, OK, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you go to group details, so you'll go to my group.
[AGENT][NEGATIVE] And it should have 3 tabs within there that says group details, invoicing, and employees.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you should be able to click the employees tab to access all of the ones that are that are insured through us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] I see them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so invoicing, no open invoices, no submitted invoices, um.
[CUSTOMER][NEUTRAL] Alright, I don't see a payments link.
[CUSTOMER][NEUTRAL] Or I can set up ACH or anything in here.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Maybe it's under my.
[CUSTOMER][NEUTRAL] Profile.
[CUSTOMER][POSITIVE] No, it's actually it's already there saved payment method. The account number is already there.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you saw that in the my profile?
[CUSTOMER][NEUTRAL] All right, so I guess.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And you saw that in my profile where you were able to do that?
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] OK, I just wanted to make sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, so I guess uh I am, I am all set up then, so, um, I'm still gonna get emails when the invoices are due and then I come here and pay so I am good.
[AGENT][NEUTRAL] Alright, um, well, sure, [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, I'm, I'm good. Thank you very much for your help today.
[AGENT][POSITIVE] Great. Thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.