AccountId: 011433970860
ContactId: ac384858-9073-4385-9d8a-4f1333eddf10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584250 ms
Total Talk Time (AGENT): 211807 ms
Total Talk Time (CUSTOMER): 194881 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/ac384858-9073-4385-9d8a-4f1333eddf10_20250611T17:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from [PII]'s office, and I was just wondering if you could help me with our, um, we're trying to pay our group premium for our company and we're not able to create like an employer log in in the new portal. Can you help me with that?
[AGENT][NEUTRAL] Uh, sure, um, [PII], do you have the group number?
[CUSTOMER][NEUTRAL] Yes, it's 23379.
[CUSTOMER][NEUTRAL] Medical Brokerage Association.
[AGENT][NEUTRAL] OK, so are you with the group or the broker?
[CUSTOMER][NEUTRAL] Uh, so I'm with the actual the agent he and he's a part of the group. I'm not under the group though.
[CUSTOMER][NEUTRAL] Personally.
[AGENT][NEUTRAL] But is it an employer group or is this a broker?
[CUSTOMER][NEUTRAL] Yes, it's it's an employer group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it's the brokers employer group if that makes sense.
[AGENT][NEUTRAL] OK. And then can you verify your address for me?
[CUSTOMER][NEUTRAL] Um, for the group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Maybe [PII].
[AGENT][NEUTRAL] OK, and the city and state and zip?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, looks like we've got [PII].
[CUSTOMER][MIXED] OK, [PII], um, it's the wrong zip in there but OK.
[AGENT][NEUTRAL] It looks like though,
[AGENT][NEUTRAL] Um, so we've got two contacts on the group, which is [PII] and [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and you said you're [PII], is that right?
[CUSTOMER][NEUTRAL] Yes, I'm [PII]. I'm their daughter.
[AGENT][NEUTRAL] OK, so either [PII] or [PII] would need to set up the account because they're the group contacts or um send us an email to [PII] if they'd like to add you as a contact.
[CUSTOMER][NEUTRAL] OK, so, so would they just use their email?
[CUSTOMER][NEUTRAL] To try and like create a login.
[AGENT][NEUTRAL] Um, yes, so whatever the email on record and then like I said we.
[CUSTOMER][NEUTRAL] OK, I believe that was tried with the emails on that are on file or whatever and we weren't able to create one.
[AGENT][NEUTRAL] OK, um, like I said, it, it'd have to be, I'd have to speak to them. Are they available? Or they can email care team?
[CUSTOMER][NEUTRAL] OK, let me get, let me try to get [PII], let me try to get [PII] on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hi [PII], I have [PII] on the line. Hi [PII].
[AGENT][NEUTRAL] OK, uh, it's [PII], can you verify the email address? That's OK. Um, can you verify the email address?
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, that's, uh, doesn't look like that's the one that we have. We've got [PII].
[AGENT][NEUTRAL] And then, can you verify?
[CUSTOMER][POSITIVE] Yeah, that's a good one.
[AGENT][NEUTRAL] OK. That's the one that would be entered to set up the account. And then can you verify your phone number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, it looks like we have [PII].
[CUSTOMER][NEUTRAL] [PII], that's [PII]. Mhm mhm.
[AGENT][NEUTRAL] OK, and then, um, as I stated previously, we do have the zip code is [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] And are are you trying that information, [PII], or?
[CUSTOMER][NEUTRAL] Uh, no, I haven't attempted to do it.
[AGENT][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] I'm just trying to figure out why we weren't able to create an account, yeah.
[AGENT][NEUTRAL] OK, do you, do you wanna try it again or with the inform so with the information?
[CUSTOMER][NEUTRAL] Yeah, where, where do I go?
[AGENT][NEUTRAL] Oh, to go to
[CUSTOMER][NEUTRAL] Where do I where do I go?
[AGENT][NEUTRAL] It's secured. [PII].
[AGENT][NEUTRAL] [PII], is [PII] OK to set up this account?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh yeah mhm that's my daughter she can have full access.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think we had a log in but I'm, I'm not sure I think she said y'all had a new, a new system so maybe they don't, it doesn't pull the billing or something.
[AGENT][NEUTRAL] Yeah, you just have to, you have to create the account all over again. None of the old information will work on the, yeah.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, that's what it is, OK.
[CUSTOMER][NEUTRAL] OK, so do I do create your OSC account?
[AGENT][NEUTRAL] Yes, and then you'll pick um group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you should be able to just enter your group number and then the email on record, which was the [PII], and then click next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, it's giving me an error.
[CUSTOMER][NEGATIVE] No user was found.
[AGENT][NEUTRAL] OK, um, will you try entering the group number and then the rest of the information, so group number [PII].
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Um, the phone number was the [PII].
[AGENT][NEUTRAL] Uh, city.
[CUSTOMER][NEUTRAL] Battery.
[CUSTOMER][NEGATIVE] Yeah, it's still getting me an error. I don't understand. [PII] was the zip code [PII] was the phone number. City is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I don't, I don't know why.
[AGENT][NEUTRAL] What's the air?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Yeah, it's giving me an error code for some reason.
[AGENT][NEUTRAL] What's the error code?
[CUSTOMER][NEGATIVE] It says error no user was found with the information that was entered. Please try again if this error persists, please call customer service.
[CUSTOMER][NEUTRAL] Option 4.
[AGENT][NEUTRAL] And do you know, do you know what browser you're using?
[CUSTOMER][NEUTRAL] I'm in Chrome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should I try edge?
[AGENT][NEUTRAL] No, Chrome should work. Um, would you be able to clear your like history or cache?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let me try that.
[AGENT][NEUTRAL] OK, it looks like I tried it too, and I'm getting the same thing, so.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I just cleared the cache and
[CUSTOMER][NEGATIVE] It's not working.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's still giving me the same error code.
[AGENT][NEUTRAL] OK, um, let me get this through to our, let me make sure.
[AGENT][NEUTRAL] Make sure we don't have it as broker.
[AGENT][NEUTRAL] Did you say this is a broker group? Is that right? I mean, you, you're a broker, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I don't think it would be set up under that, OK.
[AGENT][NEUTRAL] Shouldn't be anyway, um.
[AGENT][NEUTRAL] Double check that. Do you have Mark's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sure it's not for some reason, set up under a broker.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now I've got an error on that too. OK, um, what's a good contact number? Do you want us to email you or call you back? Um, we have had some difficulties getting.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, you can call me back.
[AGENT][NEUTRAL] OK, what's that call back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, [PII], let me um get this over to our IT department and then um they'll be able to look into this and then someone will call you back when we get this resolved.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII]. I appreciate your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.