AccountId: 011433970860
ContactId: c25bdaee-3f23-4ad7-92a6-c04a9af65e2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327450 ms
Total Talk Time (AGENT): 117668 ms
Total Talk Time (CUSTOMER): 142687 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/c25bdaee-3f23-4ad7-92a6-c04a9af65e2f_20250613T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from a broker's office and I um
[CUSTOMER][NEUTRAL] I was trying to log in to the portal and it seems that it's changed a little bit and it wants and.
[CUSTOMER][NEUTRAL] Email instead of just a user ID and the email associated with this group I'm calling about.
[CUSTOMER][NEUTRAL] Is not letting me in and then the whole reason I started this is because um the benefits administrator at the group pays the invoices online and she no longer has access I'm wondering if it's the same kind of thing for her.
[AGENT][NEUTRAL] Um, yeah, so we have.
[CUSTOMER][NEUTRAL] So I was logging in.
[AGENT][NEUTRAL] Uh, um, we have upgraded our uh website, so you're gonna have to create your OSC account all over again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she will too.
[AGENT][NEUTRAL] She will as well, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now for the group, um, she'll have to be listed as the group contact with the group contact email to be able to create that account so do you want me to check on the group or?
[CUSTOMER][NEUTRAL] OK, so that.
[CUSTOMER][POSITIVE] Yes please that would be great.
[AGENT][NEUTRAL] Um, what's the group number?
[CUSTOMER][NEUTRAL] Um, oh shoot, OK, OK, it is, it is.
[CUSTOMER][NEUTRAL] Um, let's try 24533.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEUTRAL] OK, can you verify the group name?
[CUSTOMER][NEUTRAL] Zoma Group LLP.
[AGENT][NEUTRAL] OK, and then [PII], can you verify your uh email address for me and then um a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my email is [PII] when is spelled out ONE.
[AGENT][POSITIVE] OK, thank you. And let's see.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Callback number [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, looks like I've got [PII]
[AGENT][NEUTRAL] Um, that's, that's who I have as a contact.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's the only one?
[AGENT][NEUTRAL] Yes, that's the only one we have. So if she's not supposed to be the group contact, um, and it's supposed to be someone else, then we'll need an email from that person, um, requesting the group contact be changed um because it has to match our system exactly so it has to be her her name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you need an email from [PII] saying change the contact.
[AGENT][POSITIVE] Yes, if, if it's changed. Yes, that's correct.
[AGENT][POSITIVE] Um, and that would go to care.
[CUSTOMER][NEUTRAL] Yeah, I don't know if it's supposed to be her and the benefits administrator just logged in with her or if [PII], the benefits administrator needs to be, can there be more than one person?
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Yes, there can be.
[CUSTOMER][NEUTRAL] Able to log into the account?
[AGENT][NEUTRAL] Yes, that's correct, um, but the original person who sets it up has to set it up first and then they can start adding users.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, then that's what we'll do and then as the broker.
[CUSTOMER][NEUTRAL] I need to go in and do this also.
[AGENT][POSITIVE] Yes, that's great. Uh, you create your OSC account and that's [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, can I ask you?
[CUSTOMER][NEUTRAL] For this group who you're showing as a broker or I can tell you who it should be you can tell me if it is.
[AGENT][NEUTRAL] OK, who is that?
[CUSTOMER][NEUTRAL] I have [PII] or.
[CUSTOMER][NEUTRAL] [PII] or [PII] 4 digitun OK alright.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We have [PII]
[CUSTOMER][NEUTRAL] And uh as far as an email, do you have [PII]?
[AGENT][NEUTRAL] I don't. It looks like a kind of a generic email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] Oh really? OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] That it makes sense. That means they set it up for us.
[CUSTOMER][NEUTRAL] Instead of us here in our office.
[CUSTOMER][POSITIVE] Our licensing department then OK, I'm gonna get all this taken care of today.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Um, do you have a reference number for this call?
[AGENT][POSITIVE] Yeah, absolutely. It's my name is [PII], first initial to last name, [PII], and today's date. And anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK, well, thank you.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye.