AccountId: 011433970860
ContactId: a36bb7cc-677c-4b7a-988f-e80b2b299625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 996039 ms
Total Talk Time (AGENT): 354288 ms
Total Talk Time (CUSTOMER): 247062 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a36bb7cc-677c-4b7a-988f-e80b2b299625_20250501T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, I'm calling because I'm trying to create the online account but it's giving me an error message.
[AGENT][NEUTRAL] OK, I can help you with the online service center. Can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Um, I have a group number.
[AGENT][NEUTRAL] Do you see an inpatient or an outpatient cert number?
[CUSTOMER][NEUTRAL] No group number because I want employer.
[AGENT][NEUTRAL] Oh OK so you're with the group and you're trying to get into the online service center.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, all right. What is your group number?
[CUSTOMER][NEUTRAL] 27046.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and Ms. [PII], I'll just need for you to verify the group, can you please give me your uh email address?
[CUSTOMER][NEUTRAL] I'm not sure because there's, I have a lot so I have a personal one. I have a work one. I have the office one. I have [PII] office [PII]. I have [PII]. I have [PII]. OK.
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] And then also verify your physical address and phone number for the group.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] No [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What else do you need?
[AGENT][NEUTRAL] And then your phone number, your.
[CUSTOMER][NEUTRAL] the account, the work number is [PII].
[AGENT][NEUTRAL] Business number?
[AGENT][NEUTRAL] OK, thank you so much. And then you gave me the physical address is [PII]. Is it, we have [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] That could be why you're having problems with the online service center. Let me um get over there real quick.
[CUSTOMER][NEUTRAL] I mean it's not asking me for the address, it's asking me for the zip code.
[CUSTOMER][NEGATIVE] Only when I'm trying to do it online and it's still not that because it's the same zip code.
[AGENT][NEUTRAL] And I'm showing the zip code is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me get over there real quick and look.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do is, um, we need to get that address fixed. I believe that's the reason why you're not able to get into the online service center, um.
[AGENT][POSITIVE] So I'm going to see who I can transfer you to can get you good help real quick and get that fixed for you.
[CUSTOMER][NEUTRAL] OK, that's weird because on the invoice that they emailed us it has the 24/10 address.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, I'm looking at it right now it says 24/20.
[AGENT][NEUTRAL] For group 27046.
[CUSTOMER][NEUTRAL] Oh I probably put a wrong digit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm trying to find the correct person.
[AGENT][NEUTRAL] OK, I'm gonna go ahead and transfer you on over to Ber Resources so that they can help you as far as getting that address corrected for you. So it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK, um, but even though because online it's not asking me for the actual physical address, it's just asking me for the zip code, you still think that would, that's still affecting it?
[AGENT][NEUTRAL] The OK, so let me look at the online service center real quick because.
[AGENT][NEUTRAL] Yeah, because when I go into it and look I'm showing your billing your billing address is [PII], but your physical address is [PII].
[CUSTOMER][NEUTRAL] But when I go to create the account online.
[CUSTOMER][NEUTRAL] It's um it doesn't ask me for the address. It just says what's my group number and what's my zip code.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. Correct. But it has to.
[CUSTOMER][NEUTRAL] But the zip code matches, so the information I'm putting is matching.
[AGENT][NEUTRAL] Right, the zip
[AGENT][NEUTRAL] Right, I understand that, but we still have to have the correct address in there because it shows up under your contact information, so everything has to be attached to the T in order for it to work right.
[CUSTOMER][NEUTRAL] OK, so then I should, so when I change the address, I should call back to talk to you?
[AGENT][NEUTRAL] No, I'm gonna um transfer you over to broker resources so we can get it corrected on our end so that you can go ahead and um sign up as a new user.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so it's gonna be a quick hold. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] OK, I'm not able to get anybody to answer right now, so I'm gonna go in there and try to help you as far as getting into the online service center, um.
[AGENT][NEUTRAL] We're going to verify just all the information that we've got in the online service center to make sure that everything is matching up. um, can you spell your first name for me and your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you using the [PII] for your email address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you are using that one, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, let me go in here and see if I can't.
[AGENT][POSITIVE] Get you signed up on it.
[AGENT][NEUTRAL] OK, when you go in and you pick your user name.
[AGENT][NEUTRAL] Are you making sure that all of the criteria is met for your username and when you first sign up you're gonna sign up as a new user and then you're gonna choose the the option that you're a group.
[CUSTOMER][NEUTRAL] Correct. Um, that's where I'm at right now. So it's asking me for my group number, my zip code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My email on record, but it's not asking for a username.
[AGENT][NEUTRAL] OK, so your email on record is gonna be the one that you gave me earlier that we verified?
[CUSTOMER][NEGATIVE] [PII] I already put that one.
[AGENT][NEUTRAL] Yeah, the [PII].
[CUSTOMER][NEUTRAL] Yeah, OK, I already have that one.
[AGENT][NEUTRAL] And then is it letting you go to the next step?
[CUSTOMER][NEGATIVE] No, that's why it's giving me the error. Oops, there seems to be a problem. No user was found.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] OK, did you, are you going in as a new user?
[AGENT][NEUTRAL] Because you haven't actually signed up for it yet, you're, you're choosing the first option is your new.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] New user, OK, I'll let.
[CUSTOMER][NEUTRAL] Yeah, so I'm gonna go back new user, um, an employer or group, right? That's what I'm supposed to pay.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] That's where I'm at right now, so I'm gonna put the group number 27046. My zip code is [PII]. Phone number [PII]. The city is [PII].
[CUSTOMER][NEUTRAL] The email is [PII].
[CUSTOMER][NEUTRAL] And the state is [PII] next.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Er.
[AGENT][NEUTRAL] Well, what in the world? OK.
[CUSTOMER][NEUTRAL] You think the email is wrong that they have on file? Is it, are you, is it [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, that's the one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find something to troubleshoot.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Are you using a, a mobile device or are you using a computer?
[CUSTOMER][NEUTRAL] A computer.
[AGENT][NEUTRAL] Are you using Google Chrome, Edge, or Safari?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm on safari. Should I use another one?
[AGENT][POSITIVE] It works the best with Google Chrome.
[CUSTOMER][NEUTRAL] OK, let me try there really quick 27046.
[AGENT][NEUTRAL] And did you get out and clear your browser history first?
[CUSTOMER][NEUTRAL] For Chrome?
[AGENT][POSITIVE] That helps sometimes too.
[CUSTOMER][NEUTRAL] OK, let me clear it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, let me go.
[CUSTOMER][NEUTRAL] 4 X.
[CUSTOMER][NEUTRAL] No, it's not there's no user found.
[AGENT][NEUTRAL] Right, because you you need to sign up as a new user right from the beginning.
[AGENT][NEUTRAL] When you first go in, go all the way out of it, and then when you first go in to the
[CUSTOMER][NEUTRAL] Yeah, that's what, yeah.
[CUSTOMER][NEUTRAL] That's what I did. I put the link and then there's a login and a new user, so I put, I put new user.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then I put, um, I'm an employer or a group, and then I put in all my information.
[CUSTOMER][NEUTRAL] And then now when I go to next so I could go to step 3 it says oops there's a problem no user is found with your information entered please try again if this error persists contact customer service.
[AGENT][NEUTRAL] OK. So that tells me what I need to do next is I need to send in a support ticket for you so that um
[AGENT][POSITIVE] We can get you some help, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm gonna send an email to them.
[AGENT][NEUTRAL] So that they can help you.
[CUSTOMER][NEUTRAL] So I'm taking my board with them.
[CUSTOMER][NEUTRAL] The uh the document of um.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your callback number is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'm sending in a ticket right now for them to help you and give you a call back.
[AGENT][POSITIVE] To assist with getting you set up, you're very welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] OK, got it sent in.
[AGENT][POSITIVE] And you should be getting a call back that helps you get into the online service and I'm sorry you're having troubles with it, but we'll we'll help you get through it, OK?
[CUSTOMER][POSITIVE] Thanks I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII] and I appreciate your patience. So I've got it sent now and you should be hearing back from somebody shortly.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, perfect. Thank you. Have a good one.
[AGENT][POSITIVE] You're very welcome. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Bye bye.