AccountId: 011433970860
ContactId: 8f550f6d-7782-45a3-b366-a5719c9d08d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234240 ms
Total Talk Time (AGENT): 96822 ms
Total Talk Time (CUSTOMER): 101043 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/8f550f6d-7782-45a3-b366-a5719c9d08d9_20250623T18:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, so I need help giving one of our employers online access so that he can view and pay the bills.
[AGENT][NEUTRAL] OK, he's um the group, is that what you're saying?
[CUSTOMER][NEUTRAL] Yeah, he's in the group.
[AGENT][NEUTRAL] Uh, what's the group number?
[CUSTOMER][NEUTRAL] 17328.
[AGENT][NEUTRAL] And he's already tried or he's not he needs to set it up?
[CUSTOMER][NEGATIVE] Uh, he's tried and they say that every time he puts his information it says it's wrong and then when he puts like the accounts payable information it says it's incorrect, so he's like trying to get in to pay the bill but he just can't figure out what's wrong, why it's not letting him in and.
[CUSTOMER][NEUTRAL] Yeah, so he's having a little bit of trouble trying to sign up for the online access.
[AGENT][NEUTRAL] And who who is setting this up?
[CUSTOMER][NEUTRAL] Um, his name is [PII].
[CUSTOMER][NEUTRAL] He's the HR.
[AGENT][NEUTRAL] Um, and he's setting up the group, correct? Because he's technically not the group contact. The group contact should be setting this up.
[CUSTOMER][NEUTRAL] Uh, he's setting it up on her behalf. She also tried the group contact, I think it's [PII]. She also tried and it said that her information is wrong, so they're just both like, they don't know whose information it is, they don't know who, like, if her birthday is wrong or if some, they, they just can't get in.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and you're with, who are you with?
[CUSTOMER][NEUTRAL] Oh, the broker's office, uh, pro benefits group.
[AGENT][NEUTRAL] OK, so whenever they go into setting up a new group account they just need to use the group number and then the email that's on file with us. They don't need to do any of the other options and they should be fine.
[CUSTOMER][NEUTRAL] Mm?
[CUSTOMER][NEUTRAL] OK, so just the group number and then the payables at Temple Bed Shalom, that's all they need.
[AGENT][NEUTRAL] TBSMb.org.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so not spelled out. Um, if that doesn't work, they need to clear their cache from their browser and then they need to try that exact same thing again, and they should be successful.
[CUSTOMER][POSITIVE] OK. Thank you so much. Oh, and quick question.
[AGENT][NEUTRAL] Of course, yeah.
[CUSTOMER][NEUTRAL] Um, so I was trying to add him to the manage users so that he could see like his group, but um he's on the like broker's side and he shouldn't have access to none of that stuff, so if there's a way that we could remove him from like the broker access.
[AGENT][NEUTRAL] OK, who though? I'm sorry. Who are we talking?
[CUSTOMER][NEUTRAL] 00 no, don't worry. Um, [PII] comment is
[CUSTOMER][NEGATIVE] On the broker access, and he shouldn't have that.
[CUSTOMER][MIXED] And it allows me to add new users, but it doesn't allow me to like delete anybody.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] That's probably going to have to be emailed to us.
[AGENT][NEUTRAL] Stating that he needs to be um removed from the broker view um that you were able to add him but he should not have access and you're not able to delete him and then I might have to do that um I would not be able to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To access that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, but yeah, you can email us that so we can get it over to IT.
[CUSTOMER][NEUTRAL] OK, I'll let, OK.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][NEUTRAL] Uh, no, that's
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Things