AccountId: 011433970860
ContactId: 8abc6ca9-04b6-46bc-902f-453385dd6cdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383950 ms
Total Talk Time (AGENT): 180718 ms
Total Talk Time (CUSTOMER): 199652 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/8abc6ca9-04b6-46bc-902f-453385dd6cdc_20250606T14:59_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]. This is [PII]. I am the group benefit administrator for our company and our group number is 17994.
[CUSTOMER][NEUTRAL] Midli it's what we have with you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] I'm at home now working from home. It's [PII].
[AGENT][POSITIVE] OK, and how can I help you today?
[CUSTOMER][NEUTRAL] Yes, uh, my email, uh, my company email is [PII] because it is my nickname, so they put me [PII]. Now you have a new login. I haven't logged in in a while.
[CUSTOMER][NEUTRAL] And I have a login here that reads OSE or something like that and and it it it doesn't recognize my my other uh login because my login was a user ID was not an email and a passcode which that I have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But now it's not taking the user ID it's taking the email, and when I write the email that, that I communicate with you and you guys send me email to, it says something about that that email doesn't, uh, it, it doesn't match with the passport or I mean with the password or so I, I'm having problems logging in. Can you help me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, sure, I can help you with that. Can I go ahead and get you to verify the company name and address and phone number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, Nutrition Formulators Inc. [PII], um, excuse me, [PII].
[AGENT][NEUTRAL] And um I'm
[CUSTOMER][NEUTRAL] We moved. I don't, I hope you, you still don't have the old address.
[AGENT][NEUTRAL] Yes, we do have, we do have the old address. Can you go ahead and give me that one?
[CUSTOMER][NEUTRAL] I can give it to you if you.
[CUSTOMER][NEUTRAL] Oh, OK. Sure. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] That's not what I'm showing. Can you go ahead and verify the phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The zip code is not verifying. Let me see if I gave you the right zip code [PII]. Yes, it's the right zip code. The one before was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]? No, but it's [PII] is that we have different units there, so it's 30 to 60 the main numbers we yes, OK, uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But.
[AGENT][NEUTRAL] Um, so,
[AGENT][NEUTRAL] We can get this fixed. Um, first you'll need to correct your address. We have it as [PII] instead of [PII].
[CUSTOMER][NEUTRAL] Ah, I said I said [PII] instead of way. No, what is the correct one. I'm sorry, I'm sorry. I was the one who made the mistake. Yeah, it's way, [PII].
[AGENT][NEUTRAL] OK, so that is the correct address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, it is the correct address, yes.
[AGENT][NEUTRAL] OK, yeah, because everything else is correct, um, so we launched a new OSC, um, as of Monday.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Everything is transferred over from the old system but you will need to uh create a new account using the information that you provided with me today that we uh that we verified um and I verified that your your address is correct so you're going to uh click create OSC account and go to group.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you'll put in the information that we we discussed today or that we uh verified today um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And it'll most things should have transferred over from your old portal to your new portal so your employees will still be there um the only difference is if you had any other group administrators you will need to add them after you create the account because you're the primary so you'll create your account and then you'll go to manage users.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then you'll put in the other group admin's email that you would like to have and then it'll send them a link to create their account too um but you will have to reregister the account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But after that everything transfers over mhm.
[CUSTOMER][POSITIVE] OK, I will do so, and, and I'm glad this only started Monday because I said oh my [PII], if it started a month ago. OK. OK.
[AGENT][NEUTRAL] Yeah, yeah, it just started on Monday, um, yeah, and it should be it's a little bit more user friendly and since we don't have user names anymore you do sign in with your email um one of the new security features that we added and you'll have to do this as you set up your account and every time you log in uh it will verify your email that is a new security measure we added.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so it's going to verify your email when you, uh, try to create your account and then every time you log in it will send a verification code, um, to your email that we have on file and, uh, it'll ask you that every time if you don't see that uh verification code within a few minutes, check your spam.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, and if you have any issues trying to create your account, go ahead and um give us a call back, but uh that's that's really all that all that you should need is everything that uh we verified today but you will have to create the new account.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. Well, thank you very much for explaining me that and I'll go ahead and work on that now. Thank you. You have a wonderful weekend.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright
[AGENT][POSITIVE] Thank you too. Have a great weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you. Bye. Bye.
[AGENT][NEUTRAL] Bye.