AccountId: 011433970860
ContactId: 9de0e29f-db72-4c2c-a7cc-d356f552c34c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444850 ms
Total Talk Time (AGENT): 241149 ms
Total Talk Time (CUSTOMER): 177243 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/9de0e29f-db72-4c2c-a7cc-d356f552c34c_20250605T15:30_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] Um, hi [PII], my name is [PII]. Excuse me, and I'm with Doctor Margaret Elizabeth Raines dental office, and I've been trying to get into the website to, um, make sure you pay an invoice if there's still an invoice open now, but did y'all change your website?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII]. So you're trying to log in to the online, are you the group administrator?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you're needing help with the OSC, is that correct, online service center?
[CUSTOMER][POSITIVE] Um, correct, correct.
[AGENT][POSITIVE] Yes, ma'am, I can, I can help you. So first off, [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And what is the group number?
[CUSTOMER][NEUTRAL] It is 02455046.
[AGENT][NEUTRAL] OK. Now, that's not.
[AGENT][NEUTRAL] OK, that would, is that an individual policy number? I'm needing the group number.
[CUSTOMER][NEUTRAL] The policy oh payer ID I have a, this is on the card American Public Life. Oh here it is. I'm sorry I gave you the, I gave you, um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] An ID it's group number 251777.
[AGENT][NEUTRAL] OK and you said that you're the group administrator and you're trying to sign in to pay the invoice, is that correct?
[CUSTOMER][NEUTRAL] Yes, I'm [PII] and [PII] is [PII] is the dentist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so give me just a moment to get the group's information that I'll need to verify a few things with you, um, [PII], for security purposes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so first off, if you would please, um, you gave me the name of the group if you could verify the group's address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then your email address or the email address that we have on file.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK thank you and then the phone number that we have on file for the group is the same as the one that you gave me, so that is the best number that should be on file is that correct? OK, thank you for verifying that information so yes ma'am, there was an upgrade Selena made to the portal so you will have to recreate your log in. So on the log in screen just below that.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The online
[AGENT][NEUTRAL] Log in uh box it should say create OK so you're gonna select that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Got it OK.
[AGENT][NEUTRAL] And then you will select group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Go to the next and then on that next screen only fill in the two boxes right now with the group number and your on that email that you just verified with me. Don't fill in anything else.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, so I can see group number, zip code, phone number.
[AGENT][NEUTRAL] [PII]. Yes, you're gonna enter only the group number and only your the your email or the email that you just verified with me and once you do those two things you're gonna click next.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Complete your account set up so say continue.
[AGENT][NEUTRAL] And mhm. And it should ask you about a or tell you it's gonna send you a verification code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To your email.
[CUSTOMER][NEUTRAL] OK, let's go back there.
[AGENT][NEUTRAL] And you will end up having to do the a security code or an authorization code twice, so you'll get that first one and you're gonna, you know, enter that and you'll be prompted to when you log in again to get another one and it's just that's kind of like a two-factor authentication that's been added.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Verify code got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it says change email. I don't want to change email.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So OK.
[AGENT][NEUTRAL] I want to do that.
[CUSTOMER][NEUTRAL] OK and then it's.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me get to my.
[CUSTOMER][NEUTRAL] Get uh get my passwords.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Display name is it just.
[CUSTOMER][NEUTRAL] Any name or?
[AGENT][NEUTRAL] Yeah, yeah, but whatever you want it to be there. Mhm. Well, yeah, if you want just be your name, whatever, you don't have to worry about the other two boxes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean,
[CUSTOMER][POSITIVE] And then it's gonna agree to the terms save, yes.
[CUSTOMER][NEUTRAL] Privacy policy create a privacy policy.
[CUSTOMER][POSITIVE] Your account has been successfully created so I can now go to the dashboard.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Wonderful
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] Thank you so much so it's gonna be.
[AGENT][POSITIVE] Oh, you are certainly welcome.
[CUSTOMER][POSITIVE] And yeah, so I'll keep on chucking along here thank you.
[AGENT][NEUTRAL] Uh, OK. And if you have, if, yes, ma'am, and, and if you run across any um issues, [PII] with it, you know, any errors or a functionality that's not working properly, then please call us back and let us know because as with any new um roll out, obviously, there's gonna be a kink here or there and our IT department is, you know, working very digital.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] vigilant and diligently on getting those things looked at, we just would have to, you know, obviously be able to report it. So again, if you have any issues, please call us back.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] I sure will. I appreciate that. I understand about those new websites, so.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] Yeah, yeah, it can be kind of tricky. They're good once we get used to them and everything, but initially, they, yeah, there are some growing pains such as life, so.
[CUSTOMER][POSITIVE] I understand exactly well thank you.
[AGENT][POSITIVE] OK. Well, then, if that's all, [PII], absolutely. It's my pleasure in helping you today and if there um if any, not anything else rather that I can help you with at the moment, thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too take care. OK, thank you.
[AGENT][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Papa.
[CUSTOMER][NEUTRAL] Bye bye bye.