AccountId: 011433970860
ContactId: be9153ef-36f7-44c6-9369-3f4c7ded1808
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283630 ms
Total Talk Time (AGENT): 128849 ms
Total Talk Time (CUSTOMER): 89075 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/be9153ef-36f7-44c6-9369-3f4c7ded1808_20250604T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey [PII], my name is [PII], and I'm with Ace Plumbing Electric Heating and Air, and I am trying to log in, um, but I cannot, and it's telling me my account is not verified. I don't know if you guys updated to a new system because I've never had a problem logging in now, but it's not letting me in and I need to get a copy of an employee's card.
[AGENT][NEUTRAL] OK, well, I can help you with the employee's ID card. Um, we do apologize, yes, the new system um launched on Friday, so we're having a lot of issues with it that we weren't expecting, um, but the login being an issue is one of the um issues that we're having. Let me ask you this though, when, when you try to log in, were you using your username and password?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Um, well, it didn't save anything, so I tried and then I tried to reset the password and I got a code and I put in the code and it says your email address or your account is not verified so it wouldn't let me in.
[AGENT][NEUTRAL] OK, so go um because for the new system, you're gonna have to create a new login with an email address and then it's gonna sync with the old, we're we're trying to um see if the information is the same or if it needs to be updated. So just click on create OSC account and go in as a group and just follow those steps. And then in the meantime, um, may I have the group number and a good contact number?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Um, OK, let me see if I can find a bill over here and my paperwork that I have. Give me one second, sorry.
[AGENT][POSITIVE] Take your time.
[AGENT][POSITIVE] No, take your time.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah let me see if I can just find an email from APL that might be faster.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think it's 25,830.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Yes, and I just need you to verify um the mailing address, your email, and your email address.
[CUSTOMER][NEUTRAL] Uh, the mailing address is [PII].
[CUSTOMER][NEUTRAL] And [PII] and the email address should be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what, oh, hold on one moment. What is the name of the um insured that needs the ID card?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And here is.
[AGENT][NEUTRAL] And did he, um, is he needing a digital copy or he needs one mailed to his home or both?
[CUSTOMER][NEUTRAL] Both he's at the doctor's office right now and he can't find his card so I needed to get him one mailed but a digital copy for right now.
[AGENT][NEUTRAL] OK, and go ahead and send it to the email address that he has on file.
[CUSTOMER][NEUTRAL] Is it uh [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Or is it my email?
[AGENT][NEUTRAL] I see [PII] [PII].
[AGENT][NEUTRAL] [PII]. Is it? OK. So yes, I'll go ahead and send it to him right now.
[CUSTOMER][NEUTRAL] Uh, that might be it. I'm gonna have it backwards, yeah, yeah.
[CUSTOMER][POSITIVE] Yes, it's [PII]. Yes, you're correct.
[AGENT][NEUTRAL] And then if you, um, when you go through the prompts on the online service and to create the group, if you then have issues after you enter all the correct information, um, let us know we're recording all the issues and what browser you're using. Um, really, if you wanted to do it over the phone while we while we're together, you can, it's up to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, that's OK. I'm, I'm absolutely slammed right now, so I can get into that a little bit later on this afternoon. I was just trying to get him taken care of right away, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, I'm sending him the email right now, so he should be receiving that shortly. Make sure he checks his spam folder just in case.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye-bye.