AccountId: 011433970860
ContactId: 990b4054-f3c9-4f9c-ba23-56510f067806
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1401260 ms
Total Talk Time (AGENT): 552616 ms
Total Talk Time (CUSTOMER): 228216 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/990b4054-f3c9-4f9c-ba23-56510f067806_20250603T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I am trying to uh log in to the, um, AOS I think is what it said, um, and, um.
[CUSTOMER][NEUTRAL] I'm getting an error and I just wanted to call in to see if someone could help me.
[AGENT][NEUTRAL] OK, so you are trying to sign into the online service center but you're getting an error message?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh OSC, yeah, correct, yeah.
[AGENT][NEUTRAL] Yes, ma'am. And you're the insured, is that correct?
[CUSTOMER][NEUTRAL] No, no, I'm the group admin.
[AGENT][POSITIVE] OK, yes, ma'am. I can try and help you with this. So give me one moment, please.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And uh OK, also, um I took over from the last person that was doing this, she retired. It was [PII], so I don't know if you have her name listed anywhere.
[AGENT][NEUTRAL] OK, [PII], so what I'm gonna need to do first off is to um get a good callback number for you, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've got so we have um 15ish different groups but I have a master number. Do you need the master number or just the one of the group numbers?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's start with the master number.
[CUSTOMER][NEUTRAL] It's 14456.
[AGENT][NEUTRAL] OK, thank you. So first off, let me get the group's information pulled up, [PII]. I will have to verify several things with you first for security and then we can go from there, OK? And what all would need to be done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so just a moment, [PII], I'm just getting some information pulled up. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so first off, um, as I said, we will need to verify the group's information. So if you could please verify the group name and address.
[CUSTOMER][NEUTRAL] OK, it's Gulf Coast LTC.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then who was the other contact name that you um gave a while ago, [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you and then what was her email address there?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you and then the primary number that we would have on file for the group and I'm not sure if this is her number or not.
[CUSTOMER][NEUTRAL] Um, let me look, hold on one second.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, possibly [PII].
[AGENT][NEUTRAL] OK, thank you so much. No, ma'am. OK, so that is it. All right, so there has been, there has been an update to the OSC [PII], but we also before you're gonna be able to set up an a profile and log in.
[CUSTOMER][NEUTRAL] That's that's not it. I can give you another one, OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We are going to have to get an email sent to us to get the update to make an update to the contact name, email, and phone number if that is that [PII] number was that for um [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we'll need to up and you're now gonna be the primary contact for the group, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so what we were, we're gonna need is for you to send an email to care team.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm. Now,
[AGENT][NEUTRAL] Um, and you will just need to, you know, explain that she has retired and that we need to update the group contact name, you know, to your name, your email address, and then your phone number and include that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now under and so you said there's multiple group numbers, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me another one of the group numbers so that I can look to see how that group is listed if her contact information is also showing.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Got you. OK, it's uh [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] And it's Gulf Coast LTC and it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So, according to a notification that we received,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so, uh, in addition to that information you will need to include the group numbers.
[AGENT][NEUTRAL] In your email.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, I'm trying to, I need to ask a question if you can bear with me just a second.
[CUSTOMER][NEUTRAL] You're fine, yeah, it's OK, I understand.
[AGENT][POSITIVE] Thank you. Yeah, this is all brand new for us too, [PII], so thank you for understanding.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And you said it's about 15 groups?
[CUSTOMER][NEUTRAL] Yeah, I can, um, it should be it actually might be about 14.
[AGENT][NEUTRAL] I say, OK, so I'm just.
[AGENT][NEUTRAL] That's fine. If you could give me, we did 144.
[CUSTOMER][NEUTRAL] Let me hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I, hold on one second.
[CUSTOMER][NEUTRAL] 17
[AGENT][NEUTRAL] Yeah, I got confused on what I was typing here.
[AGENT][NEUTRAL] OK, so give me one more of them so that I can check it as well.
[CUSTOMER][NEUTRAL] 18924
[AGENT][NEUTRAL] I'm just making sure that [PII] is showing on all of these before I ask my question. OK.
[AGENT][NEUTRAL] Alright, so
[AGENT][NEUTRAL] OK, I don't really know how I just asked that question is how I needed to ask it, but again, we are working through some some things with the new roll out on the OSC so we're just again kind of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Figuring it out as we go with the different types of questions and, and this is the first call that I've received, you know, with a group who has multiple.
[AGENT][NEUTRAL] Multiple groups with the same admin, uh-huh, yes.
[CUSTOMER][NEUTRAL] Scoops
[CUSTOMER][POSITIVE] I got you.
[AGENT][POSITIVE] And thank you so much for your patience.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] Because, because currently we received a notification they're working on this, but at the moment, we've been told that you would have to use separate email addresses.
[AGENT][NEUTRAL] So I'm trying to find out, I mean we, you do have to send us that email regardless and include your group numbers and the new email address and then all of that but I'm trying to get a little more clarification on using separate email addresses.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Right, that's fine.
[AGENT][NEUTRAL] Because I mean, I don't, I don't know if you have, yeah.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] To to log in to the, yeah, I don't, there's no way I could do 15.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, but I do, when we log in when she was training me, the log in information, the username was different for every.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Facility for every location group and so.
[AGENT][NEUTRAL] Yeah, the user name, right, the username is now they gonna be, I believe the email address, so that's where the, the glitch, you know, I, I don't, I don't know if glitch is the right word, but that's where.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] There's kind of an issue with that.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] So I guess leads me to my question because I was going to ask the same thing if all of the groups can be included in one login.
[CUSTOMER][NEUTRAL] And so maybe that's kind of where what you're kind of looking for to to see if it can be one email address for everybody.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Right. And currently, yeah, and currently, each one, you know, they, she is listed.
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] Um, let me look one more place at some of these groups to just see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, she does have different usernames.
[AGENT][NEUTRAL] But I think that her email.
[AGENT][NEUTRAL] Is all of this is all the same on all of them. I was checking that just to see how it looked in the portal currently.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, see, it is her email that you verified on every one of them and the user name is different, but I believe.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That it's all gonna be like tied to the primary.
[AGENT][NEUTRAL] Email.
[AGENT][NEUTRAL] So that's where the question is coming into play.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So since I have not yet gotten a response on this and I don't wanna hold you up, uh, [PII].
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] I'm gonna give it just another minute if that's OK.
[CUSTOMER][POSITIVE] That's fine, yeah, I can. I, if I need, I mean, it's OK. I would rather kind of get it.
[CUSTOMER][NEUTRAL] I have to print um invoices for because we're doing a check run soon and so I need to get the bills and I can't log in to get them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] That's kind of the issue, which is not a, a rush. I could, it could even be, you know, in 2 days if I need to. It's just.
[CUSTOMER][NEUTRAL] I could just take this one thing off my plate.
[AGENT][NEUTRAL] Sure. I understand. I understand.
[CUSTOMER][POSITIVE] Then we would be good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, give me a second, someone.
[AGENT][POSITIVE] You are so kind. You are so kind. You are so kind, [PII], thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Was it an email you have to send to somebody to find out?
[AGENT][NEUTRAL] Well, I'm trying to send a message to try to give you a little bit better information, but what I think we're gonna need to do is if you will just send that email.
[CUSTOMER][NEUTRAL] What's the
[AGENT][NEUTRAL] With the requested changes all of your group numbers and explain that all of those would need to be updated and then request a call back.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, once this has been looked.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Um, so that it's gonna, we're gonna escalate it to our IT team since you're gonna need to, you know, be able to have access with all of those groups, but we definitely just first off, need to get it updated now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you, if the invoices are all available now those can all be emailed to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if that's what needs to be done in the interim, but I still, we can't even do that, [PII], until we can get that email.
[AGENT][NEUTRAL] You know, in writing about the update needed to be exactly to verify, you know, so if you want to include in your email, you know that for temporarily until the issue you know is resolved where you can access the online service center, you know, to please email.
[CUSTOMER][NEUTRAL] Yeah, showing the changes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I'm assuming it's June's invoices that you're needing.
[CUSTOMER][POSITIVE] Correct, right.
[AGENT][NEUTRAL] Yes, and
[AGENT][NEUTRAL] To to make that request at this time.
[CUSTOMER][NEUTRAL] OK, OK, I can do that, um, course.
[AGENT][NEUTRAL] And then they can email, yeah.
[AGENT][NEUTRAL] Just we have to be able to update your information, you know, or from Eva to you first before we could do that.
[CUSTOMER][NEUTRAL] Right, I, yeah, and I understand that that's I've kind of been running into that a little bit. I thought she had sent an email, but I think she might have missed um this one. I don't know anyway, but.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Yeah, I was, I was looking, yeah, I looked at a couple of the notes on some of them and I, and I don't see that we have received any, anything, you know, requesting a change.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. Um, do is that I'll just send it to the care team and.
[AGENT][NEUTRAL] OK. So I think, yes, just send that entire email. You can include everything in just the one email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then ask, you know, for the invoices to be mailed once the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Information has updated been updated for the contact and to please email the those with uh the invoices for all of that.
[AGENT][NEUTRAL] To you and your email address.
[CUSTOMER][POSITIVE] OK, OK, that sounds good, yeah, I can do that.
[AGENT][POSITIVE] OK. All right, [PII]. Well, thank you again, again, just so much for your patience and me trying to
[AGENT][NEUTRAL] To get some clarification on this, but um, yes, ma'am, and I am sorry about the inconvenience, but I can assure you we are working on it.
[CUSTOMER][NEUTRAL] Get it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] No worries at all I appreciate it thank you.
[AGENT][POSITIVE] OK, well thank you so much for calling APL. Is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] Uh, no, that's it for now.
[AGENT][POSITIVE] OK, well then thank you again and for calling and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye uh huh bye.