AccountId: 011433970860
ContactId: 9467b010-82ae-4866-ac8d-035157a877d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 829349 ms
Total Talk Time (AGENT): 188682 ms
Total Talk Time (CUSTOMER): 179092 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/9467b010-82ae-4866-ac8d-035157a877d2_20250428T12:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm having issues logging in. It's pushing me to do a password reset, but the problem is the verification, the method of of.
[CUSTOMER][NEGATIVE] Um, the method for verification has the previous HR director's credentials in there, so, um, her email address is no longer working. It has our main line, but for some reason we're not getting a call back, so I don't know how I can reset my password.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] Can I have the policy number?
[CUSTOMER][NEUTRAL] Sure, let me get that for you one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See if I can pull it up.
[CUSTOMER][NEUTRAL] See if I can pull up it it should be on one of our bills, right?
[AGENT][NEUTRAL] It should be.
[AGENT][NEUTRAL] Uh, it might say, OK, it might say policy sir.
[CUSTOMER][NEUTRAL] OK, let me pull up our last bill.
[CUSTOMER][NEUTRAL] OK, I have group number um.
[AGENT][NEUTRAL] Uh, member ID?
[CUSTOMER][NEUTRAL] No I don't see it there. Let me see if I can find it on some of our benefits stuff.
[CUSTOMER][NEUTRAL] Is it MLIV? It's like a four digit because I have that on our explanation of benefits here.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Phoenix American is the name of the company.
[AGENT][NEUTRAL] So we're APL.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Yes, I know American, yeah, but I'm, I'm, yeah.
[AGENT][NEUTRAL] Oh, OK. Mhm.
[CUSTOMER][NEUTRAL] The only thing I have from you guys is is either the invoices here I have the um summary of benefits page and the summary of benefits it says MLI MLIV.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Phoenix American 5500 CY.
[AGENT][NEUTRAL] No, what's the group number? Let me see if I can pull you guys up.
[CUSTOMER][NEUTRAL] OK, go back to that.
[CUSTOMER][NEUTRAL] The group number is 16163.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, just a moment. I'm going to look your group up.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And then are you one of the agents?
[CUSTOMER][NEUTRAL] Um, I should be an authorized user on the account. [PII] is my name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what's your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, yes, it says that the password is expired.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The username is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I am
[AGENT][NEUTRAL] Let me see if I can.
[CUSTOMER][NEUTRAL] Yeah, how about that? It's just when they, when they're sending me the verification code, it's going to the old the prior HR director's email.
[AGENT][NEUTRAL] OK, let me reset this for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm going to reset the password as just a temporary one, but once you log in, just create a different one so just for.
[AGENT][NEUTRAL] You know, safety purposes, but.
[CUSTOMER][POSITIVE] OK, definitely, and I'll update the the the verification as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] I could do that also, right? I could change the verification, um, questions.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Because right it OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] What would you like this temporary password to be?
[CUSTOMER][NEUTRAL] It can be anything. I'm gonna change it anyways. You can go ahead and put anything it's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's do
[AGENT][NEUTRAL] OK, so your password will be [PII], like the month, and it'll be a capital A.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the exclamation point.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see if you can get it now.
[CUSTOMER][POSITIVE] Perfect yeah I'm in I'm in so I'll definitely go in and then um.
[CUSTOMER][NEUTRAL] So do I go to how do I change the password when it's I'm in there?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Manage users
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Is there a settings button like at the top?
[CUSTOMER][NEUTRAL] There's not. There's group contact info, payment account manage users.
[CUSTOMER][NEUTRAL] The Contact us admin guide and help that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me go to our user guide. I've never actually been in there.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Maybe have to add me yourself as a new user. Um, let me try that because I don't, there's an option for me to do that.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, yeah, I'm not seeing where.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, I would assume it would just be in the setting somewhere.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh it's not letting me save. Oh let me see save.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Yeah, it's saying our our users already created with my email so I can't add myself but I don't see a way for me to make edits to myself.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK manage users hold on.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, so it says on to click on my account.
[AGENT][NEUTRAL] And there should be a drop down.
[AGENT][NEUTRAL] And it says agency contact info and manage users.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, agency.
[CUSTOMER][NEUTRAL] OK, I don't have agency info, but I have manage users, and then when I click on manage users.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It only gives me the option to create a new user. I don't see my information on there or anything else.
[CUSTOMER][NEUTRAL] Can you update the manage user section from your end?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe I'd have to transfer you over, uh, let's see.
[AGENT][NEUTRAL] Yes, agency contact info displays the business address of your agency, which is the account your OSC is tied to, to edit this information.
[AGENT][NEUTRAL] OK, it says to contact us so let's see.
[AGENT][NEUTRAL] OK, yes, manage users lets you add new users and control their level of access to your OSC account.
[AGENT][NEUTRAL] OK, yes, click uh create new user.
[CUSTOMER][NEUTRAL] Mhm that's what I did and I put my information in there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it told me that I was already a user so I couldn't.
[CUSTOMER][NEGATIVE] I couldn't do anything and I don't see any other no names coming up or it's just for me to add somebody brand new.
[AGENT][NEUTRAL] Oh, that's weird. OK. Um.
[CUSTOMER][NEUTRAL] We just need to remove [PII], uh whoever [PII] was her hour prior because that's what's coming up whenever we need to reset a password.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like I need to transfer you over to the BR team.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you give me my policy number in case they ask again?
[AGENT][NEUTRAL] Uh, it looks like it's just gonna be your, your agent or sorry your group number they'll be able to pull you up.
[CUSTOMER][NEUTRAL] Or do I just give it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see. I wanna put you on a brief hold really quick, OK?
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] OK, I'm joining you guys now, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're welcome.