AccountId: 011433970860
ContactId: 88b40174-c320-4e14-b7ac-0dc83b17af03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492859 ms
Total Talk Time (AGENT): 303028 ms
Total Talk Time (CUSTOMER): 122384 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/88b40174-c320-4e14-b7ac-0dc83b17af03_20250606T13:06_UTC.wav
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[AGENT][NEUTRAL] A. My name is. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, uh, my name is [PII]. I am the administrator. I am a participant in, uh, your organization.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I've been trying to log on to your website.
[CUSTOMER][NEGATIVE] I pay the bill every month and for some reason I can no longer log in it doesn't recognize my account.
[AGENT][NEUTRAL] Yes, sir. Um, what is your, uh, your, um,
[AGENT][NEUTRAL] Group number, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 23902.
[AGENT][POSITIVE] I appreciate that, sir. Thank you. And if I could just, I just want to make sure that uh I can um contact you in the event that we get disconnected. Is there a phone number see that I could have in the event that we are just?
[CUSTOMER][NEUTRAL] Yes, you can reach me on my cell at [PII].
[AGENT][POSITIVE] I do appreciate that thank you. So earlier this week, what we did uh as a as a company, um, is that we, uh, updated our.
[AGENT][MIXED] Uh, online service, it, it, uh, it added more, uh, things for the group, uh, navigating the dashboard became easier. Um, the unfortunate thing about that is that it deleted the account is is that we, we actually have to go in and sign in again, uh, as though we're creating a new account, um, and I do apologize for that, uh, uh, so for the, uh, for, yes.
[CUSTOMER][NEUTRAL] So do I need to go in and create your OSC account?
[AGENT][NEUTRAL] Yes sir, you would just go back in and do it again just the way you did before, um, so again it's at [PII], um, you would enter your uh information, uh, just the way you did when you began when you first created the accounts for your group.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It will then welcome you to the online service center, uh, and then you can continue doing what uh whatever it is that you needed to do. But the thing is is that uh when we updated the the system we updated the entire system.
[AGENT][NEUTRAL] And unfortunately it it's everybody uh who is on the system now has to create their account over again and it's I do apologize for the inconvenience, but that is what has happened that's why you can't get on um so are you are you at the page right now where you can go in and and log in as a new user?
[CUSTOMER][NEUTRAL] Alright, um, I just tried, I got a big X no user was found within the database.
[AGENT][NEUTRAL] OK, so what you're doing right now is that you are trying, you're going in as a new user, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And this is for group 23902.
[AGENT][NEUTRAL] OK. Excuse me just one moment. Uh, I'm just going to look at this and I'll be right back. Excuse me just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Yeah, [PII], this is [PII]. um, I'm not, I don't know, um, I'm trying to help, uh, this guy named [PII], uh, he's an administrator for Group 2323902, and I explained to him that he needed to go in and, uh, create a whole new account for he he's the administrator and he's trying to pay the bill.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he's saying that he's getting it, that, that they're not, uh, for whatever reason, they're not, uh, he's not finding, they're not finding his records. Um, and I know that I'm supposed to call [PII] or [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On this is there.
[AGENT][NEUTRAL] So I don't know, um,
[CUSTOMER][POSITIVE] I can help. I mean, I, it.
[AGENT][POSITIVE] Awesome, that's wonderful.
[CUSTOMER][NEGATIVE] Yeah, cause it, it's just IT is working on it, um, but I can let him know, but that is the error.
[AGENT][NEUTRAL] OK, so IT is working on it right now and that's why he's not getting it. Is that correct?
[CUSTOMER][NEGATIVE] Yeah, they've been working on it since Friday. We've been having this issue with the logins and they're getting a um no user found error.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, that's wonderful.
[CUSTOMER][NEUTRAL] Um, so yeah, IT is working on it, but they haven't given us like, I don't know how long it's gonna take.
[AGENT][NEUTRAL] No, that's perfect. I need to know that because, uh, I'm sure I'm gonna be getting more of these calls, and that's exactly what I needed to know. So what I'll do is I'll get back on the phone and I'll tell this guy that. And, um, now what is the, what is the, uh, does he just have to call, um, what is if he's not trying to pay a bill, we're just gonna ask him to wait until we do this, or, or is there a place where he can go to pay the bill.
[AGENT][NEUTRAL] We can't go online so he just needs to hit.
[CUSTOMER][NEUTRAL] It's up to him
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If he wants to pay over the phone, he can go to group billing um if not we'll just have to kind of wait it out and see what's, we don't really know what's how it's gonna, they just told us they're working on it.
[AGENT][POSITIVE] Yeah, no, that's exactly what I need to know.
[CUSTOMER][POSITIVE] So hopefully it'll be fixed this week, I hope.
[AGENT][POSITIVE] I hope so too, either that or by Monday at least, you know, because it's, that's it's gonna be the [PII], but no, that's exactly what I needed to hear. So thank you very much. Um, I'll just get back on the phone with this guy and I'll tell him that, but thank you, and I really do appreciate it. Uh, if I don't hear, you know, thanks for helping me and have a good weekend, you know, let's hope this gets fixed.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a good weekend.
[AGENT][POSITIVE] You too. Thanks.
[AGENT][NEUTRAL] OK, thank you very much for holding. So what has happened is, as I mentioned before, we have, uh, gone in and we have fixed this, or they put what I should say is that they've gone in, they created a whole new, um, uh, online service center, and they're currently working on it, so nobody is able to, uh, to log in at the moment. Now if you need to pay the bill, we do understand that, um, we can, uh, the online service, excuse me, I'm sorry, group billing, uh, we can probably talk to them.
[AGENT][NEUTRAL] But otherwise, uh, we do understand that people aren't able to go online and service their accounts right now. IT is working on it. Um, they are hoping to get that resolved, uh, um, very, very soon, but that's why you're unable to log in. Once it is.
[AGENT][NEUTRAL] The bugs have been removed from this once that they get this fixed, which should be soon, um, then you would be able to go in and create it uh the new account just as you did when you first began. But that is why that is doing that. It's, it's not letting anybody into the system at this moment.
[AGENT][NEUTRAL] So I do apologize for the inconvenience.
[CUSTOMER][NEUTRAL] OK, um, I have to go in.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna be going in for a uh procedure this afternoon at [PII], so do I give them I have the card and that hasn't changed 020027774 [PII] and just give them that number off my card.
[AGENT][POSITIVE] That is correct. Yes, now that part is not the problem. Uh, we are still processing claims. If they want to know about your benefits, we're still doing that. The only thing that is, is not that is that is currently under construction, so to speak, is being able to log into our online services. So absolutely, yes, you can certainly take your card in, not a problem at all.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][POSITIVE] OK all right well thank you.
[AGENT][POSITIVE] Is there anything else at all? OK. Well, there's nothing else I can help with and thank you for contacting ETL. You have a very good day. Thank you for calling us, sir.
[CUSTOMER][POSITIVE] Thanks.