AccountId: 011433970860
ContactId: 9d2bdd46-9c33-4a78-9de3-942c5a369f9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 617330 ms
Total Talk Time (AGENT): 270743 ms
Total Talk Time (CUSTOMER): 226128 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/9d2bdd46-9c33-4a78-9de3-942c5a369f9a_20250626T13:40_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], I'm trying to log in to the online service center the online portal, and it's giving me an error saying that.
[CUSTOMER][NEGATIVE] My username and password aren't correct and then I tried to create an account which we already have um and I'm getting it through there too so I.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Locked out.
[AGENT][NEUTRAL] OK, let's take a look. Are you trying to log in for an individual like your own policy or is it for a group?
[CUSTOMER][NEUTRAL] No, for the agency, yeah, for a mhm.
[AGENT][NEUTRAL] For the group, OK.
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][POSITIVE] Great question, give me 2 shakes.
[CUSTOMER][NEUTRAL] It is 22925.
[AGENT][NEUTRAL] And then if you could just verify with me the name of the group.
[CUSTOMER][NEUTRAL] Mhm. Resource for floors or Resource South Florida?
[AGENT][NEUTRAL] Thank you. And then what was your first name again?
[CUSTOMER][NEUTRAL] One is the doing business.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then can you verify the address for the group?
[CUSTOMER][POSITIVE] Yes, uh, I hope so.
[CUSTOMER][NEUTRAL] Give me just a second.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Mm, I can, I can.
[CUSTOMER][NEUTRAL] We're migrating to a new benefit admin system and I knew exactly where it was in the.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect thank you. OK, so our online service center did change a couple of weeks ago um it's a totally new platform and so everybody is having to create new logins um for their groups or individual policies.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On this particular group.
[CUSTOMER][NEUTRAL] OK, so I need to create an account?
[AGENT][NEUTRAL] Yeah, so you have to create an OSC account for the group. Now all the information has to match exactly. The email contact on here is [PII]'s email, so it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, so then quick question when I'm creating my sign up, do I click agent or broker or group?
[AGENT][NEUTRAL] You're gonna click on.
[CUSTOMER][NEUTRAL] I would think agent or broker.
[AGENT][NEUTRAL] Yeah, you're gonna click on group.
[CUSTOMER][NEUTRAL] OK, even though we're the broker?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Like I'm with the broker.
[AGENT][NEUTRAL] You're with the broker.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm trying to terminate an employee.
[CUSTOMER][NEUTRAL] In the
[AGENT][NEUTRAL] Um, yeah, because you would need to log in for the group to get rid of the employee.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so still log in the group, OK, and then put in the group.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And then the zip code I would use.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So here's the thing on this page you only need to put in the group number in the email um you don't need to fill out the rest of this stuff yeah and so you just have to have access to the email because it sends a verification code um that you'll have to enter in.
[CUSTOMER][POSITIVE] Oh great, let's do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I don't, I mean.
[CUSTOMER][NEUTRAL] Yeah, that's the that's HR.
[CUSTOMER][NEUTRAL] At at the group.
[CUSTOMER][NEUTRAL] So [PII] is.
[CUSTOMER][NEUTRAL] HR group so.
[CUSTOMER][NEUTRAL] Do I just need to ask her to send me that code or?
[AGENT][NEUTRAL] Yeah, I mean.
[CUSTOMER][NEGATIVE] I'm really confused right now.
[AGENT][NEUTRAL] Yeah, because, so to log in going forward it's gonna be the email is the username and another a step that they've added is the security code that has to be entered every time that you're logging in.
[AGENT][NEUTRAL] So the steps to remove an employee, yeah, the steps to remove an employee from a group would be through the portal or sending an email to our care team that's another option to remove them.
[CUSTOMER][NEGATIVE] Yeah, that's not gonna work.
[CUSTOMER][NEUTRAL] OK, so if I'm understanding this any broker that wants to add or remove.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Employee coverage.
[AGENT][NEUTRAL] Can do so.
[CUSTOMER][NEUTRAL] Has to use the group's email and then has to get.
[CUSTOMER][NEUTRAL] Security codes from the group?
[AGENT][NEUTRAL] Yeah, because I don't, let me see if there's a way, I'm not, unless I'm misinformed, if there's a way for you guys to just do it through the broker login. Let me double check one second.
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] Do you mind checking because that there's no way every broker's gonna say oh yeah we'll do that.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, I know, I know. Let's see.
[CUSTOMER][NEUTRAL] Like I don't mind doing it one time, but in the future.
[CUSTOMER][NEUTRAL] We have a way to access the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's go back and try and do.
[AGENT][NEUTRAL] OK, so I think we just what we need to go back and create the log in under broker. Let's do that.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] Glad to do it, OK.
[AGENT][NEUTRAL] And then let's see.
[CUSTOMER][NEUTRAL] So that's what I was trying to do initially, but there's gotta be something I put wrong like I put in all my information because I'm.
[AGENT][NEUTRAL] Right, that we're
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And and
[CUSTOMER][NEUTRAL] I and another lady work as a team, but I'm generally the one we both need access, but I'm generally the one who does that in terms.
[AGENT][NEUTRAL] OK, so let's see
[AGENT][NEUTRAL] OK, so what's the um.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So for this group I'm not sure.
[CUSTOMER][NEUTRAL] Like sometimes we use the owner of our agency as the broker on file like I'm, I'm not sure what was originally set up.
[AGENT][NEUTRAL] Yeah, the agent on file for the group is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK that that works that's the person that I.
[CUSTOMER][NEUTRAL] That I work closely with.
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] Not for her so she would have to go in and set it up.
[AGENT][NEUTRAL] To set it up. Mhm, mhm, yeah, right.
[CUSTOMER][NEUTRAL] Because it's asking for social.
[CUSTOMER][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Would I then be able to access it?
[CUSTOMER][NEUTRAL] Like previously I had
[CUSTOMER][NEUTRAL] My own username and password.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Right, so I was gonna say once the initial set up is done under that agent you can add additional users it does still have that ability and so there is a manage users.
[CUSTOMER][NEGATIVE] So it knocks me off when they reset.
[AGENT][NEUTRAL] Right when the new one was created, correct, everybody's having to set up and then add their users back, yes, correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you want what I can do if you wanna give me your email, I have a user guide for brokers and there is an option in there to manage users and delete and remove coverage I can send that to you it might be helpful.
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That would be awesome and then I can pass that on to [PII] thank you um my email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], like [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], so [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will send this guide to you because yeah I'll walk you through step by step where the new stuff is and how to to access that so yeah once you get the login created under hers then you should be able to get in there, add yours, and then do the removal as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK great and then.
[CUSTOMER][NEUTRAL] Um, just so that I'm able to.
[CUSTOMER][NEUTRAL] Inform the uh HR does does she need to go in and then through group like do her thing set up first again?
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, I mean if they want their own login for the group, uh, just to manage invoices or you know they will yes need yeah absolutely they, yeah they'll need to set that back up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes they do.
[CUSTOMER][NEUTRAL] We want them to be self-sufficient as much as possible.
[AGENT][NEUTRAL] Yeah, yeah, yeah, so no, they'll need to set all of that back up absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well then I'll send out some emails. Thank you so much for your help. I really appreciate that. I was about to pull my hair.
[AGENT][POSITIVE] Yeah, no worries.
[AGENT][POSITIVE] And if you guys have any other issues just give us a call we're happy to help.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you so much you have a great day.
[AGENT][NEUTRAL] You too. Bye bye.