AccountId: 011433970860
ContactId: b83f2c84-3868-4081-bc1e-889db8cb31ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1356219 ms
Total Talk Time (AGENT): 254603 ms
Total Talk Time (CUSTOMER): 269192 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b83f2c84-3868-4081-bc1e-889db8cb31ed_20250623T14:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, I need help logging into, um, my account.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is this an individual counter for the group?
[CUSTOMER][NEUTRAL] Um, I have 2 groups and 1 individual.
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] Um, the first group is 25601.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] OK, and what's the name of the group again? I'm sorry.
[CUSTOMER][NEUTRAL] C T H Mortgage L L C
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], uh, verify the group mailing address, uh, your email address and the phone number, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It says [PII], yeah, that's right. [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] Good, I'm sorry, uh, the phone number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and have you set up a new account uh uh on the online service center since it's been updated?
[CUSTOMER][NEUTRAL] No, no, I, I mean, I, I never used, uh, my email address to log in before I had user ID.
[CUSTOMER][NEUTRAL] So they like I said, they have two groups and I use the same email address.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I don't know how that's gonna work.
[AGENT][NEUTRAL] OK, sounds like you will have to set up a new online service center account since our system has been updated, you have to set up a new account.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] If you go on to the site, um, under log in, it should say create your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you would select group.
[AGENT][NEUTRAL] Select next and then it's gonna ask for the group number, zip code, phone number, city email or email address on record and the state and from there you should be able to receive a verification code that's emailed and set up your password.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I did that and it didn't work.
[CUSTOMER][NEUTRAL] Says error no user was found with information that was entered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] So I'm seeing the the uh zip code is wrong [PII].
[CUSTOMER][NEUTRAL] Oh, you too.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it's going through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get me through. So, so can I have, um, can I use the same email for 3 accounts? 22 2 business and my personal.
[AGENT][NEUTRAL] Oh, let me double check because uh what is the other um group number? Let me check that email address for that one.
[CUSTOMER][NEUTRAL] OK, let's see, the Thomson management group, where are you?
[CUSTOMER][NEUTRAL] OK employees.
[CUSTOMER][NEUTRAL] 3PL.
[CUSTOMER][NEUTRAL] And my main invoice.
[CUSTOMER][NEUTRAL] OK, talent management group.
[CUSTOMER][NEUTRAL] And that group number is 26569.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I wonder, um, because that's the same email address we have and your name and still same.
[AGENT][NEUTRAL] Just a different group number. Uh, let me check because I'm not sure how it works as far as having two group numbers. Do you mind holding for me, Ms. [PII]?
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[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][POSITIVE] Uh, ma'am, thank you so much for holding. I apologize for the delay. I was just trying to clarify cause it.
[AGENT][NEUTRAL] Apparently, um, on the system, you would need a different email address for both group numbers as well as for individual. So for each one you have to have a different email address, but I show the same email address under both group numbers.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Because I work for one company.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean it's it's all you know that's all I mean we have different divisions that companies but that's our main account you know we all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All the companies have that address at my [PII].
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] See one.
[CUSTOMER][NEUTRAL] Like, like, each company doesn't have like a different type of email, like that's how email for all companies.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Give me one moment, let's see what our response would be.
[AGENT][POSITIVE] And thank you so much for being patient with me. I apologize.
[CUSTOMER][POSITIVE] That's no problem.
[CUSTOMER][NEUTRAL] Um, while we, while I have you on the phone, I had requested a copy of, uh, this is personal, um, a copy of a 1099 that was issued to me, um, from y'all for on my cancer policy, and I, I, I didn't get a response so I I get the, uh, 1099. Could you help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can try and do you have your uh personal email address?
[AGENT][NEUTRAL] Or not personal email address, personal policy number?
[CUSTOMER][NEUTRAL] Yes, it
[CUSTOMER][NEUTRAL] It's under CTH mortgage.
[CUSTOMER][NEUTRAL] That group.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Uh right, she can mortgage she's on the more critical cancer.
[CUSTOMER][NEUTRAL] 226.
[CUSTOMER][NEUTRAL] 7774.
[AGENT][NEUTRAL] OK, give me one moment to see about this.
[AGENT][NEUTRAL] And I got a word they said at this time a different email address would need to be used.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] So this new system.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh it's not that one. Give me one moment. I'm sorry.
[AGENT][NEUTRAL] So let me
[AGENT][NEUTRAL] You say you were needing a copy of the 1099?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, looks like I will have to.
[AGENT][NEUTRAL] Ms. [PII], what's a good, uh, callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] And if they, if you can just email it to.
[CUSTOMER][NEUTRAL] The email on file?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Which would be [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah.
[AGENT][NEUTRAL] OK, yeah, so I have to send a request for it to be sent to you. I'm sorry.
[AGENT][NEUTRAL] And I will say this too as far as your uh if you were trying to set up an online account as an individual, it would have to be a different email address than what we have as far as what's with your group.
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] Like your own personal email address.
[CUSTOMER][NEGATIVE] Yeah, I just like having it all in one, yeah, right, you know, like if I go set up a dummy email address, I'm not gonna go check it, you know, I mean, I'll get online, but I, you know, if you send me any type of notification, I'm telling you I'm not gonna go check it because.
[CUSTOMER][NEGATIVE] It's not gonna, it's not gonna register in my head every day to go check, check for, I might have an email from APL, which probably won't, but you know what I'm saying? Because it's, it's not gonna be a normal thing.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You following me?
[AGENT][NEUTRAL] No, I get what you're saying, uh, but with this new online service center, apparently at this time for individuals or groups, different group numbers, you have to have a different email address for each one in order to set up.
[AGENT][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] Yes ma'am, but I will have to send an email or a request so someone can get in contact with you as far as the [PII], and I'll give them their email address so it can be sent to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][POSITIVE] Yes, ma'am. I am so sorry.
[CUSTOMER][POSITIVE] And I'll come up with the, I'll come up, no, that's no problem. I'll come up with the um.
[CUSTOMER][NEUTRAL] Uh, email address.
[AGENT][NEUTRAL] All right. Well,
[CUSTOMER][NEUTRAL] And I'll, I'll set it up.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. Uh, thank you so much for being patient with me. You are so patient. I really appreciate it.
[CUSTOMER][POSITIVE] No problem, thank you for your help.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.