AccountId: 011433970860
ContactId: 96865131-7c1f-4987-8d36-69c38b1c6345
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 729239 ms
Total Talk Time (AGENT): 156928 ms
Total Talk Time (CUSTOMER): 364614 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/96865131-7c1f-4987-8d36-69c38b1c6345_20250603T17:19_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], we are a new I guess group and I'm, I guess the group leader and I got the email, but when I go to set everything up I don't know.
[CUSTOMER][NEUTRAL] So I guess I'm the group administrator, but I don't know when I'm setting it up initially do I click agency agency broker group insured provider I, I just don't wanna click something incorrect and then not be able to to do everything so I guess I just need advice on when when we initially sign up it says which role best describes you.
[AGENT][NEUTRAL] OK, um, what's your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] And do you know your group number?
[CUSTOMER][NEUTRAL] We have 4, but I, I don't know if they're all listed the same or what, but I'm gonna go with the 1st 1 27021.
[AGENT][NEUTRAL] Alright, let me look that up for you real quick.
[AGENT][NEUTRAL] Can you verify the employer name and address?
[AGENT][NEUTRAL] For me, please.
[CUSTOMER][NEUTRAL] Uh, I don't know how they, how they got it. It's um 4 of Slidell LLC and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get you to verify your email?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Because I clicked the link but like I said I don't know I don't wanna click something.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't know if I'm.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] I'm not the insured so I'm either the provider or the group, but I was.
[AGENT][NEUTRAL] You, you would go to group.
[AGENT][NEUTRAL] We can do this online together, so go ahead and click group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm gonna have to set one up for each group a separate account or they kind of all link together or how does that work?
[AGENT][NEUTRAL] As of right now we have to set them up separately and with that we're it's gonna have to be a different email each time um we're working on fixing that um so I don't know if you wanna just stick with one group first or if you need a different if you have a different email for each one but as of right now OK yeah um.
[CUSTOMER][NEUTRAL] Since we got
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't. That's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can I can put in a help desk ticket for now um but as of right now as we're trying to work on that, um, it would have to be a separate email for each one, let's try and see if we can at least get you set up with this one first and then see what we can do from there, um, for the other three.
[CUSTOMER][NEUTRAL] OK, um, [PII] and that's the zip code I'm gonna do the [PII]. See that's the thing is I don't know, um.
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] Actually, do I, I, I don't know if I should I do the company phone number or my direct line?
[AGENT][NEUTRAL] Uh, it's the phone number that we have on file and from what I heard you use the one ending in [PII].
[CUSTOMER][NEUTRAL] Uh-huh, so do that one, OK.
[AGENT][NEUTRAL] That's the one that we have on file, so yes, do that one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the email would be your email that you uh verified with me just a moment ago.
[CUSTOMER][NEUTRAL] OK, so let's just say [PII], yeah, I just don't.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Complete your continue.
[CUSTOMER][NEUTRAL] OK, email address.
[CUSTOMER][NEUTRAL] Password. Oh, what does APL stand for?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, I see I keep saying the abbreviations, but I don't know what it stands for. OK, so, um.
[AGENT][NEUTRAL] It's American Public Life.
[CUSTOMER][NEUTRAL] I see, I'm trying to think of my password right quick, um, you know what, I'll just use my generic.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Explaining.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's APL. I don't know. OK, let's see if this can.
[CUSTOMER][NEUTRAL] OK claim not verified and verification code.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I wonder if it went to my junk email. Does it come pretty quick? junk mail.
[AGENT][NEUTRAL] Uh, it should come soon. You might wanna check your spam.
[CUSTOMER][NEUTRAL] Yeah, I just
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's where it went. It says verify your email.
[CUSTOMER][NEUTRAL] Um, the code is [PII]. I need to make sure this doesn't go to junk, so let me change this [PII].
[CUSTOMER][NEUTRAL] I have a um a bowl of eggplant with shrimp. Maybe that's what you're looking at.
[CUSTOMER][NEGATIVE] Yes, it, it was a weird sad combination.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And it'll ask you for a verification code every time you sign in.
[CUSTOMER][NEUTRAL] Hold on, where's the
[CUSTOMER][NEGATIVE] I'm trying to there [PII]. I lost it. I've got so many screens open to verify code um claim not verified [PII]. OK, maybe I'll send new code because it didn't like the one I had. Um, it went to my junk email, email. OK, I heard a pop inbox.
[CUSTOMER][NEGATIVE] Junk email.
[CUSTOMER][NEUTRAL] [PII] 6 digits to me a new one inbox.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] There it is. There's a new code, OK, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I you.
[CUSTOMER][NEGATIVE] Saying it's not verifying each when it's but it's sending me the code but it won't claim not verified email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it's sending me the code and I put it in. Well, you know what, maybe let's see if it there it is. OK, maybe I agree the terms of the use, I guess it was, it was just telling me it wasn't.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, you needed to click a box?
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][POSITIVE] Yeah, you have been success to go to dashboard.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, save, but I don't even know. I need to save this, um.
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] So I need a verification code you said every time?
[AGENT][NEUTRAL] Yes, every time you sign in.
[CUSTOMER][NEGATIVE] I need to get them off my um my spam blocking. I don't know what it's like I, I never get stuff in the inbox, so I need to go to junk email.
[CUSTOMER][NEGATIVE] OK, this is not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Never block senders domain.
[CUSTOMER][NEUTRAL] With the inbox.
[AGENT][NEUTRAL] And does it allow you to at least create your account for the one of them?
[CUSTOMER][NEUTRAL] It like I hadn't, I need to, I'm waiting on it so like I can't get the.
[CUSTOMER][NEGATIVE] move the inbox they won't oh yeah.
[AGENT][NEUTRAL] Oh, the Coke.
[CUSTOMER][NEUTRAL] OK, I got an inbox.
[CUSTOMER][NEUTRAL] OK, 191.
[CUSTOMER][NEUTRAL] Where are you at? Where's the registration page at?
[CUSTOMER][NEUTRAL] 191
[CUSTOMER][NEUTRAL] OK, um, create no it's.
[CUSTOMER][NEUTRAL] Well, jeez [PII], it's
[CUSTOMER][NEGATIVE] It's spinning but it didn't.
[CUSTOMER][NEGATIVE] I guess it didn't like my.
[AGENT][NEUTRAL] Um, do you have a pop-up blocker on?
[CUSTOMER][NEGATIVE] Yeah, probably they, they got me blocked out of everything.
[AGENT][NEUTRAL] OK, it, it could be because of the pop-up blocker.
[CUSTOMER][POSITIVE] Um, thank you, um.
[AGENT][NEUTRAL] OK, was it able to work?
[CUSTOMER][NEUTRAL] I'm gonna
[CUSTOMER][NEGATIVE] No, I gotta, I can't find the pop up spot.
[AGENT][NEUTRAL] Right. And in the meantime, I will go ahead and put in a uh
[CUSTOMER][NEUTRAL] Let's see, um.
[AGENT][NEUTRAL] A ticket so that you can, we can try and uh figure out how to add multiple.
[CUSTOMER][NEUTRAL] Yeah, they were just actually
[CUSTOMER][NEUTRAL] You know where I would click at.
[CUSTOMER][NEUTRAL] Or do you not hear me?
[AGENT][NEUTRAL] Oh, were you talking to me? It sounded like it was you had walked off.
[CUSTOMER][NEUTRAL] Yes, ma'am, I'm sorry and I'm sorry, I can't figure out where to turn the pop up blocker spot off at so I can get in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a, I'm looking at the top.
[AGENT][NEUTRAL] Oh boy, are you using um.
[AGENT][NEUTRAL] Chrome or?
[AGENT][NEUTRAL] Uh, edge.
[CUSTOMER][NEUTRAL] I am using.
[CUSTOMER][NEUTRAL] No idea, um.
[AGENT][NEUTRAL] What is the what is the little icon look like?
[CUSTOMER][NEUTRAL] I'm in
[AGENT][NEUTRAL] Green or multicolor?
[CUSTOMER][NEUTRAL] And I have one of each because half.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, well, I have, um, there's a multi color I guess I'm using Chrome right now. It says co-pilot, um, I have like all of them because depending on what I'm in it doesn't allow something for this that or the other so I'm trying to see um.
[AGENT][NEUTRAL] Chrome, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it should work with her um typically when you have a pop up, it'll ask you if you want to allow it, um.
[CUSTOMER][NEUTRAL] Yes, that's
[CUSTOMER][NEUTRAL] Seeing our our security is so crazy that they have me like I can't override anything so um so I can't turn stuff on and off. I gotta call them to do it for certain things so um I guess I'm gonna have to call um or email our uh.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Tech people and um I guess if I can't get in I'll give you all a call but you said you would put in a ticket because I do have another email I can use it's it's it's but I need I I don't have 4 emails I could use um so.
[AGENT][NEUTRAL] Yeah I, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me go ahead and put in that ticket just real quick.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Cause I do have 4 different um.
[CUSTOMER][NEUTRAL] Uh, yeah, because I thought he said he was gonna have them all like linked together at some point, um, but maybe.
[CUSTOMER][POSITIVE] I don't know, maybe he's crazy, maybe I'm crazy. I don't know but anyways, if I have any problems once I get the pop up blocker off, I'll give you a holler. Thank you so much.
[AGENT][POSITIVE] Great. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.