AccountId: 011433970860
ContactId: bf4cda21-851d-4138-a741-afc3b80c2ce7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177789 ms
Total Talk Time (AGENT): 59539 ms
Total Talk Time (CUSTOMER): 76963 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/bf4cda21-851d-4138-a741-afc3b80c2ce7_20250604T14:01_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] with Access Therapy, and I'm attempting to log into the portal and I'm not able to log in.
[AGENT][NEUTRAL] OK, um, and Ms. [PII], are you this is this for the group?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's for the group.
[AGENT][NEUTRAL] OK, and what is that group number please?
[CUSTOMER][NEUTRAL] Um, I have my tax ID number. I can't access any other information without being in the portal.
[AGENT][NEUTRAL] Are you calling from a are you calling from provider's office or from a group?
[CUSTOMER][NEUTRAL] Can you look it up by my tax ID?
[CUSTOMER][NEUTRAL] Yes, it's a
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm a group. I have a set of employees that are enrolled with.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Medical coverage.
[AGENT][NEUTRAL] OK, and what's the group number?
[CUSTOMER][NEUTRAL] I don't have the group number.
[AGENT][NEUTRAL] And what's the group name again?
[CUSTOMER][NEUTRAL] I don't have access to.
[CUSTOMER][NEUTRAL] Access therapies.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes ma'am, you do have a group number. What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, yes ma'am, your group has a group number that I can get that to you.
[AGENT][NEUTRAL] Uh, verify the group address and your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My email address is [PII]. And uh the mailing address is [PII]. Uh, the physical address would be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes ma'am, uh, you would need to set up as, uh, create a new user.
[AGENT][NEUTRAL] And as for the
[CUSTOMER][NEUTRAL] Why is that? Did it change the um
[AGENT][NEUTRAL] Because our upline, yes, our online service center changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] So let's see, uh, create your OSC account is what I need to do?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, and it will ask for the group number?
[AGENT][POSITIVE] Yes ma'am, uh, you would sign on as a group.
[CUSTOMER][NEUTRAL] Can you get, OK, can you.
[AGENT][NEUTRAL] Uh, group number 26639.
[CUSTOMER][POSITIVE] 26639. OK, I'll do that then. Thank you for your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, yes ma'am, you're welcome, Miss [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK. You too. Bye bye.
[AGENT][NEUTRAL] Bye.