AccountId: 011433970860
ContactId: a992c660-75df-4541-96e7-3c9c27f5ca6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415510 ms
Total Talk Time (AGENT): 146403 ms
Total Talk Time (CUSTOMER): 130648 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.5, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/a992c660-75df-4541-96e7-3c9c27f5ca6e_20250612T16:46_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] from, uh, corporate plan administrators. I'm having trouble creating an account for, um, a group.
[CUSTOMER][NEUTRAL] With this new system it keeps saying it doesn't exist.
[CUSTOMER][NEUTRAL] Can you help me please?
[AGENT][NEUTRAL] I can try. What's the group number?
[CUSTOMER][NEUTRAL] It's 13238.
[AGENT][NEUTRAL] 132 38 and you're trying to
[AGENT][NEUTRAL] Logging as the broker or your
[CUSTOMER][POSITIVE] I, I, I wanna, yeah, I wanna make, I, I wanna make a payment for this group.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] With the new system I have to create an account?
[AGENT][NEUTRAL] So are you, so you're using broker information to log in or you're using the agency information?
[CUSTOMER][NEUTRAL] I'm not using either one. I'm using, you know, we're a third party administrator.
[CUSTOMER][NEGATIVE] And I'm just using, I mean I've signed in for years and I just can't figure out how to.
[CUSTOMER][NEUTRAL] To get this to work.
[CUSTOMER][NEUTRAL] Is there a different department that can help with this new system?
[AGENT][NEUTRAL] Um, I'm trying to
[AGENT][NEUTRAL] Send them a, I'm trying to chat them so because usually I broker resources usually help brokers set this up in agencies and I'm just trying to see what I would need or what information I should give you if you're trying to do a group, but I'm assuming it's asking you for an email address maybe for the group, I guess.
[CUSTOMER][NEUTRAL] No, I've, you know, I'm putting in everything.
[AGENT][NEUTRAL] So just so we can make sure you're putting it in correctly, what information is it asking you?
[CUSTOMER][NEUTRAL] It's asking for the group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's asking for the zip code.
[AGENT][NEUTRAL] OK, what zip code are you using?
[CUSTOMER][NEUTRAL] Um, just a second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what else is it asking?
[CUSTOMER][NEUTRAL] It's asking for the phone number.
[AGENT][NEUTRAL] OK, which number do you have? And you only have to put the things that have an asterisk. So if it doesn't have an asterisk, you don't have to put it.
[AGENT][NEUTRAL] So it's phone number is
[CUSTOMER][NEUTRAL] There's no asterisk, oh, OK, all it's wanting is the zip code then I mean the group number because that's the only one with an asterisk.
[AGENT][NEUTRAL] OK, well, let's try that because what I've been noticing some of the other things aren't matching up like maybe emails. Let's just try group number and see what happens.
[CUSTOMER][NEGATIVE] It says there are no user found with the information.
[AGENT][NEUTRAL] And you only put
[CUSTOMER][NEGATIVE] If this error persists contact customers and I only put in the group number, but then for some reason it auto filled. Let me go back and erase all this stuff.
[CUSTOMER][NEGATIVE] No, I keep saying could not create it we could not create a new account with this information.
[CUSTOMER][NEUTRAL] Reach out to group administration.
[CUSTOMER][NEUTRAL] Is there such a thing as group administration?
[AGENT][NEUTRAL] That's that's a somewhat true group administration and so if I go in here and I do group.
[AGENT][NEUTRAL] That's what ro is described to you, and then our personal group number is 132.
[AGENT][NEUTRAL] 38
[CUSTOMER][NEUTRAL] 38
[AGENT][NEUTRAL] and then it said the other extra gets the email on file. The email on file is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Retiree
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII] at Financial Freedom House.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So that email.
[CUSTOMER][NEGATIVE] And when I hit next I get an error we cannot create a new account with this information.
[CUSTOMER][NEUTRAL] And that's the account number that's on these printouts that I print every month.
[AGENT][NEUTRAL] OK, she says if there's a group and with the billing department, they cause I was like, we only got taught how to assist brokers. OK, so let me get you to billing real quick.
[CUSTOMER][POSITIVE] Give me to the billing thanks there one I just did the number that they put on here so OK thank you.
[AGENT][NEUTRAL] No, you're fine
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], um, I have [PII] on the phone and she is trying to log in to the OSC for a group and she's getting error messages.
[CUSTOMER][NEUTRAL] OK, and what's the group number?
[AGENT][NEUTRAL] 13238.
[AGENT][NEGATIVE] And I even tried it too, and it's giving me also an error message. So I'm not even really sure if there's something wrong with the computer system or what, but.
[AGENT][NEGATIVE] I haven't tried to help her make one and it's, and I just put in the information I was lying, like the email address and stuff, and it's still saying that it's incorrect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, we probably have to put in a um ticket for that, um, but I can.
[CUSTOMER][NEUTRAL] Go over it with her and try again if you want.
[AGENT][NEUTRAL] OK.