AccountId: 011433970860
ContactId: b061430c-c95c-46ec-8e70-e74297cb98fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629549 ms
Total Talk Time (AGENT): 129673 ms
Total Talk Time (CUSTOMER): 217249 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/b061430c-c95c-46ec-8e70-e74297cb98fe_20250617T18:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], good afternoon. My name is [PII]. I work with HCO Management LLC and after the changes, uh, uh, for the website for APL website, I'm not being able to log in anymore.
[AGENT][POSITIVE] OK, well, I can help you.
[CUSTOMER][NEUTRAL] And I would need help with that, yeah, yeah, thank you. The, the, the our administrator, she already included me under our account but still I cannot log in.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, um, well, I'm definitely sorry that you're unable to log in. Um, I'll be more than happy to help you try to get into the system. [PII], may I have the group number and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure you can, uh, my name is [PII]. You can call my cell phone if we are disconnected. My number is [PII].
[CUSTOMER][NEUTRAL] 592.
[CUSTOMER][NEUTRAL] [PII]. I am in [PII].
[AGENT][NEUTRAL] Alrighty, and the group number?
[CUSTOMER][NEUTRAL] OK, let me get it for you. Let me see if I have here just one moment please because I don't remember by heart. Oh, let me, let me open the policy, just one moment please.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] May
[CUSTOMER][NEUTRAL] Group 24.
[CUSTOMER][NEUTRAL] 120.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes, HCO Management LLC.
[AGENT][NEUTRAL] Alright it's coming up hold on one moment.
[CUSTOMER][NEUTRAL] Thank you. If you need our administrator, her name is [PII]. Like I said, she already created my profile, but um.
[AGENT][NEUTRAL] It's OK. Hold on one moment.
[CUSTOMER][NEUTRAL] I cannot access thank you thank you.
[AGENT][NEUTRAL] You're welcome. All right, and I just need you to verify um the mailing address for the group, your email address and phone number.
[CUSTOMER][NEUTRAL] Sure, the mail address is in [PII] here let me give you.
[CUSTOMER][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Here, [PII].
[CUSTOMER][NEUTRAL] [PII], the zip code is [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] My email, oh sure.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, my, my mail is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. So, are you, um, let's do this, go ahead and click out of the window that you're in, we can just start all over together.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, I am, uh, I have only Google opened.
[AGENT][NEUTRAL] OK, so let's go to um [PII].
[CUSTOMER][NEUTRAL] Uh, sorry, it's AM.
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII], oh, just one second, [PII].
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][POSITIVE] OK perfect just one moment, OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And you're gonna click on the sign in to the top right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I have the main page, yes.
[CUSTOMER][NEUTRAL] Uh, just a moment.
[CUSTOMER][NEUTRAL] Uh, sorry, you told me to click. I'm sorry?
[AGENT][NEUTRAL] Sign in to the top right corner.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Perfect, yes.
[AGENT][NEUTRAL] And then once the online service center um page populates, you're gonna click on create your OSC account. It's right under login.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, can I click on that?
[AGENT][NEUTRAL] Yes, create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you know what, hold on, hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me ask you this. Do you know if, if [PII] has set up
[AGENT][NEUTRAL] The group's
[AGENT][NEUTRAL] Account since we had the new system?
[CUSTOMER][NEGATIVE] Well, as far as I know, yes she did and uh uh like I said I already received the mail saying that she added me as an authorized user because I need to pay, I pay the premiums.
[CUSTOMER][NEUTRAL] And uh well uh do do you see something wrong there in the setting up?
[AGENT][NEUTRAL] Oh, so then, yeah, you can go ahead and, no, no, no, no, no, I was, I had to ask that to make sure because you're not the group admin, so I was trying to make sure this wasn't the first time y'all were doing it.
[CUSTOMER][NEUTRAL] Correct, yeah, no, I'm not, yeah, yeah, but I am responsible to pay the premiums.
[AGENT][NEUTRAL] OK, so go ahead.
[AGENT][NEUTRAL] Yes, that's fine. So go ahead and continue with the steps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now what do I click like uh insured group provi provider no but group maybe?
[AGENT][NEUTRAL] It's supposed to be group, but in the email that you got saying that um she, she invited you to be a manage user. Is there a link there for you to click on?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Yes, there is a link. Yes, to be honest, it was not working. Let me try to click again.
[AGENT][NEUTRAL] Yeah, try to click that link because that will take you straight to yours.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] OK, well, uh, it shows I have an error. An error occurred.
[CUSTOMER][NEUTRAL] Yeah, it's telling me to call the customer service.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEGATIVE] Disconnecting call due to no response.