AccountId: 011433970860
ContactId: c337bbf0-820a-438a-9eef-153dc8de9c6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159539 ms
Total Talk Time (AGENT): 82080 ms
Total Talk Time (CUSTOMER): 84451 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c337bbf0-820a-438a-9eef-153dc8de9c6d_20250616T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling on behalf of, uh, on behalf of Blue Chief Consortium Agency.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So I'm creating an account for your portal APL.
[CUSTOMER][NEUTRAL] So it's like, uh, is there any delegation option on the portal so that we can see all the statements of the agency or we can have a support staff to see the statement and work on it.
[AGENT][NEUTRAL] OK, so you do have an online service account for this.
[AGENT][NEUTRAL] I, I think you're saying blue chip.
[CUSTOMER][NEUTRAL] Yes, previously we, yes, Blue Chip Consortium. So previously we have that, but it is not working like we have the username and password, but now it is asking for the email address. It is not taking our username. So, uh, uh, I talked with the principal [PII].
[AGENT][NEUTRAL] Yeah, so,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEGATIVE] I'd like to have moved or changed something on your website portal.
[AGENT][NEUTRAL] Yeah, so a new account has to be created and it has to be with an email address for the agency Blue Chip Benefits LLC it has to be whoever is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A Stillwell at [PII]. They have to set up the account.
[AGENT][NEUTRAL] And then they can add you as a user?
[CUSTOMER][NEUTRAL] Which one?
[CUSTOMER][NEUTRAL] OK. Uh, they already have an account.
[AGENT][NEUTRAL] They already have an account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so if they already have an account when they're uh logged in then they would go into settings and they would hit manage users and they can add whoever they would like.
[CUSTOMER][NEUTRAL] OK, so, so after that, uh, the whole team or whichever they can add can see their statements from there and manage them.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, basically, yes, it'll just be a first and last name and an email of whoever needs access and then it'll show a level 1, a level 2, a level 3 access, and that's how much is available to the to the user and then it will send out an email inviting you to be a part of this um OSC and then and then you can set up your own account, yes, yep, exactly.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Understood. Got it. So it's like, it's a sub account.
[CUSTOMER][POSITIVE] OK, understood. So it's a sub account. OK. Thanks, [PII]. That's, uh, all I need. So I will ask my supervisor [PII], and he can or she can create the account for me. Thank you so much for your time. Have a good one. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, of course, yeah. Hope you have a great day.
[AGENT][NEUTRAL] Bye.