AccountId: 011433970860
ContactId: bf06589e-d2a4-413c-b136-eef8519eedc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 626539 ms
Total Talk Time (AGENT): 278350 ms
Total Talk Time (CUSTOMER): 221093 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/bf06589e-d2a4-413c-b136-eef8519eedc6_20250605T13:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with governmental Management Services. I, um, the administrator for our group and the group number is 21302.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it looks like you guys have changed your um.
[CUSTOMER][NEGATIVE] Online access and I am no longer able to log in.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, so we did change uh the portal. It was changed this week and so everybody's having to set up uh new logins. So when you go to the site, [PII], you're gonna click on the create new I think it says OSC account.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] And then when you get in there you're gonna do that you're a group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, going forward, the username that you're gonna use, [PII] is gonna be the email and it looks like for your group I believe it's your email, it's [PII] [PII] yeah, that's what you'll put in the email.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] So, so can you tell me if this is considered.
[CUSTOMER][NEUTRAL] So I'm in [PII] but all but all of our companies are in [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Would it, would it be a [PII] account?
[AGENT][NEUTRAL] Yeah, so when it
[CUSTOMER][NEUTRAL] Like it's asking for a zip code and all that.
[AGENT][NEUTRAL] Yeah, when it asks for city and zip you're gonna wanna put in [PII] and then the zip code on file for the group is gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then [PII] OK.
[AGENT][NEUTRAL] Yeah, they want the yeah they want the group uh details basically.
[CUSTOMER][NEUTRAL] OK, great. I think that's the, I, I tried to register yesterday and I think that's probably the issue.
[AGENT][NEUTRAL] OK, yeah, it does, it does have to match what we have on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now it says error.
[CUSTOMER][NEUTRAL] It does say it uh let me see if maybe the phone number's incorrect.
[AGENT][NEUTRAL] Yeah I was gonna say that's the only other thing I can tell you. The one on here is [PII].
[AGENT][NEUTRAL] [PII], it looks like.
[CUSTOMER][NEUTRAL] Yeah, so um that's, I'm putting everything in.
[CUSTOMER][NEGATIVE] I'm getting an error.
[CUSTOMER][NEUTRAL] Um, so is it, can you see if the, I just wanna make sure the group number is 21302.
[AGENT][NEUTRAL] For government to management services correct?
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] Mhm. 21302. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the zip code is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm, in [PII].
[AGENT][NEUTRAL] Phone number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And, and then my email address, yeah, and so I'm getting an error.
[AGENT][NEUTRAL] And the phone number you put [PII].
[CUSTOMER][NEUTRAL] Message that uh.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Do you have more than one group under your email or is it just the one?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So I think everything is on the same group number just divided into divisions.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, I'm pretty sure.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] That everything should be under the same yeah because we get the same statement it's just divided by divisions like.
[AGENT][NEUTRAL] OK, give me just a second. Let's see.
[CUSTOMER][NEUTRAL] I know that we were.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] I'm just looking to see if I can find any sort of troubleshooting here [PII] because I know that like we have we do have some admins that have multiple groups like different group numbers and they pay invoices for them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm looking.
[AGENT][NEGATIVE] And they're having issues.
[CUSTOMER][NEUTRAL] I'm looking now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] At a different
[CUSTOMER][NEUTRAL] Division to see if there's possibly a different no it's all the same group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I do, I do know that so we had open enrollment in March and there were some issues and it looks like they just now got it straightened out. I received 3 emails last night about, you know, about that our invoice was ready.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm wondering if if maybe there's.
[CUSTOMER][NEUTRAL] You know, maybe that has something to do with it. I don't know.
[AGENT][NEUTRAL] The renewal, yeah, I mean the renewal status.
[AGENT][NEUTRAL] Looks like it was updated on [PII] though like you guys were on renewal hold um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do see in the notes it looks like they released that on [PII] so I don't feel like it should be that. Um let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's good.
[AGENT][NEGATIVE] Unfortunately, uh, you know, when you have new things, they don't always work as they're supposed to, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see if I can find any other.
[AGENT][NEUTRAL] Because I know with the email being the username going forward if you did have multiple accounts then the online system gets like confused it's like well you can't have that many accounts with that same email so they're having to figure that out, you know, um, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Groups, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What browser are you using? Um, do you know?
[CUSTOMER][NEUTRAL] I'm using Google Chrome.
[AGENT][NEUTRAL] Chrome, OK.
[AGENT][NEUTRAL] Just making sure.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Let me make sure I'm um I feel sure that's what I'm using.
[AGENT][NEUTRAL] Well, and I went, OK, I went.
[CUSTOMER][NEUTRAL] Yes, yeah, I was having some issues with uh Firefox and so I started using Chrome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, OK
[CUSTOMER][NEUTRAL] And it seemed to
[CUSTOMER][NEUTRAL] Work better.
[AGENT][NEUTRAL] Right, yeah, it's a preferred one. I did go online and I copied the information from the profile. It's giving me the same error that um no user was found, that's what you were getting, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, I don't see it. I just don't feel like the renewal should be the issue since that was released earlier.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what I can do, [PII], is just note excuse me, notate down a callback number. We're logging these issues with any sort of group, and then we have a team that's calling people back if you need to pay an invoice, you can always do that over the phone with us, of course, um, in the meantime if you needed to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well, I, I mean I I'd like to see the invoices first.
[AGENT][POSITIVE] OK. Yeah. No, I got you. No, no worries, no worries.
[CUSTOMER][NEGATIVE] I mean like we haven't been billed since February and so you know I, I, I don't feel comfortable just.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I got you. Yeah, yeah. No, it's totally fine. What's a good callback number?
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][POSITIVE] Yeah, it's probably my cell phone is probably the best [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I will log the error and um send that over um it may be 24 hours before you get a call back unfortunately you can, yeah, I mean you can keep trying obviously um hopefully if you know, they'll figure out what's going on here. I'm sorry for the inconvenience though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] That's OK, that's OK, I understand, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. All right, we'll just wait for a call.
[AGENT][NEUTRAL] Anything
[AGENT][POSITIVE] OK, sounds good. Anything else I can check on?
[CUSTOMER][POSITIVE] No, that's it. Thanks so much.
[AGENT][POSITIVE] All right. Have a good day.