AccountId: 011433970860
ContactId: bfd50caa-33d2-4ac8-87b4-42722b5ef3f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 749479 ms
Total Talk Time (AGENT): 320080 ms
Total Talk Time (CUSTOMER): 272952 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/bfd50caa-33d2-4ac8-87b4-42722b5ef3f9_20250321T12:48_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][NEUTRAL] Uh, good morning, [PII]. My name is [PII], and we went online with you guys, um, [PII].
[CUSTOMER][NEUTRAL] And I'm trying to set up my log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And um it it said it was gonna I was gonna receive an email but I haven't gotten that.
[AGENT][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] It's been a little while.
[AGENT][NEUTRAL] Are you trying to set it up for the group or this is like an individual policy you're trying to? OK.
[CUSTOMER][NEUTRAL] No, for the group.
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and then the group number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and the group number is 26874.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] 2674. OK.
[AGENT][NEUTRAL] I'm just waiting for it to come up. I guess my computer is still asleep. You're my first call.
[CUSTOMER][POSITIVE] Oh, I'm special today.
[AGENT][NEUTRAL] I guess my computer is like, yes, you are, you just kicked off my Friday.
[AGENT][NEUTRAL] OK, here we go. So I have your group here and [PII], can you verify the, well, you already told me the group name, just the address and your email address.
[CUSTOMER][NEUTRAL] OK, the address is [PII] and my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So you um went through the steps, 12, and 3, and they're supposed to be sending you an email, but you didn't get the email?
[CUSTOMER][NEUTRAL] Correct, I'm on step 2. I didn't get the verification code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment let me sign in on my side and see where it stopped at. Hold on one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. 268.
[CUSTOMER][NEUTRAL] Uh, I'm so ready to go back home, go back to sleep.
[CUSTOMER][POSITIVE] Thank God it's Friday. I could sleep late tomorrow.
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Let me see if there's a way I can, I can't see the username yet.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] That'll be fine thank you.
[AGENT][NEUTRAL] OK. You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] She says she's on step 2. I'm gonna do it on my end.
[AGENT][NEUTRAL] And see if I can walk her. Mm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] You're searching, searching.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, it's such a long time.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. Can you refresh your um email? I just um tried to send another email to you.
[AGENT][NEUTRAL] The, the verification.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, hold on one second, let me just get there.
[AGENT][NEUTRAL] OK, and you may have to check the spam too, sometimes it goes through there. Oh, you did?
[CUSTOMER][NEUTRAL] I did I I just thought about that and um I just checked it and it wasn't there so.
[AGENT][POSITIVE] I hope you get this one. Let me see.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Let's see we got this.
[AGENT][NEUTRAL] It'll be from APL Service Center.
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not yet
[AGENT][NEUTRAL] Well, let me do this. Um, I'm gonna, if you don't mind, I'm just gonna place you on a brief hold and reach out to group billing. Group billing is the um department that would, if you were to send this in like through an email, they would have said it for you. So let me see what to do since you didn't get the um verification email if there's something we can just do on our end for you so you can go ahead and get through.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] No, that's fine thank you.
[AGENT][NEUTRAL] OK, you're welcome, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let me make sure and guru is nothing I'm supposed to be doing.
[AGENT][NEUTRAL] I don't think so though.
[AGENT][NEUTRAL] That this can be email as well as oh no not that part.
[AGENT][NEGATIVE] On my payment, no password, no username.
[AGENT][NEUTRAL] No, not that, let me see.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. I just have a quick question. I'm trying to help a group admin sign up the online service center online, and she did it herself and she never got the verification code email. So I, I, you know, went through the steps and sent it and she didn't get it either. So I don't, how can I help her?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what's her group number? Did, did we make sure that her email matches what what we have in line?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. So the group number is 26874.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me look at her account. Let's see what it's what the status says um it says pending and so she still didn't get it, um.
[CUSTOMER][NEUTRAL] Weird, um, OK.
[CUSTOMER][NEUTRAL] I'm trying to think, um, did you get her to check her spam?
[AGENT][NEUTRAL] Spam. Mhm. So I asked her to check the spam first because she said she had already did it and she didn't get it. So then I just went and like went through the steps and sent it to her. She didn't get mine either. So I was like, well, let me see what options I have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Are you on that screen where it get where the verification box um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like, are you at that screen? OK, do you, do you have access to um OSC profile admin?
[AGENT][NEUTRAL] Is that the same as OSC admin? I don't, I don't, OK, yes.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, so if you put the group number and you see what the OSC account information over there and it says it's pending.
[AGENT][NEUTRAL] Pending no identify manager that uh.
[CUSTOMER][NEUTRAL] Yeah, do you see on the left side, can you click that plus box?
[AGENT][NEUTRAL] Mhm. Oh.
[CUSTOMER][NEUTRAL] OK, it dropped down now there's a verification code there you can try that one. I don't know since you started it again, you know, since it sent another one. I don't know if it voids this one so you can try using that one.
[CUSTOMER][NEUTRAL] Um, I don't know if she still has that box pulled up where she can, you can just like email it to her and get her to put it in because it if it works then it'll finish taking her through the process to set up her account but if it says that that's not the right code then uh we might have to research more because I don't know why she wouldn't be getting those emails um unless.
[AGENT][NEUTRAL] Give it to her.
[CUSTOMER][NEUTRAL] Something's blocking it or uh sometimes maybe they take a few minutes to come through so it might be something we have to research a little more and give her a call back on um but I would try that code see if you can send that to her if she still has that box um up then she can enter that in um if not um I guess you could you would just have to um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess set the account up for her and I ask her what her user name and and things like that what she would want that to be.
[AGENT][NEUTRAL] OK, I'm gonna try to see if she can do it first.
[CUSTOMER][NEUTRAL] Um, but try that.
[CUSTOMER][NEUTRAL] Yeah that's what I would do um but if if not, if that doesn't work, I would just get her call back information um and then you know we might have to research further and see what's going on and why she's not getting those emails.
[AGENT][POSITIVE] Emails. OK. Well, thank you very much.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem, [PII], thank you. You too. Bye.
[AGENT][POSITIVE] Alright, have a good day. Bye bye.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. Did you, were you able to get the emails while I was on hold?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so she showed me another way to get to the verification code. So I'm hoping, you know how you did it and then I did it, so I hope it's not a new code in between the two, this is just the same one. So it's, I'm gonna give it to you and then are you still on that screen where like the little blue box says verification code? OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] So these are all capital letters?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh [PII]
[CUSTOMER][NEUTRAL] Wait, I was not on capital you [PII], OK.
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, this is a lowercase [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Oh well, good lord.
[CUSTOMER][NEGATIVE] But I ain't gotta spell that.
[AGENT][NEUTRAL] Well, that's a verification for sure.
[CUSTOMER][NEUTRAL] Yeah, it moved on to step 3, so.
[AGENT][NEUTRAL] OK, good. So there you go, and then you can do your username and um now I do before you
[CUSTOMER][NEUTRAL] Yeah, they keep saying
[CUSTOMER][NEUTRAL] Would would that be my email address?
[AGENT][NEUTRAL] That's what I was gonna say now, now I do want to caution you since this is the first group that the first contact for the group that's being set up, from you on, this is going to be the main account. So usually we say make the username like your business name, so that if if someone was to come after you, they can just, you know, they'll have access to it and can just change the email and password.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, that'd be great. I can do that.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright. Well, thank you for calling APL. Welcome to APL and we hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Good morning.