AccountId: 011433970860
ContactId: c41ecc08-aa67-4c2d-a508-dcfccc8b7f1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250339 ms
Total Talk Time (AGENT): 71886 ms
Total Talk Time (CUSTOMER): 116465 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c41ecc08-aa67-4c2d-a508-dcfccc8b7f1f_20250617T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, yes.
[CUSTOMER][NEGATIVE] I have been trying to gain access to the website and it says that my account cannot be found um the HR administrator for the group and I sent an email to our broker and then saying because I didn't even know that the website had changed and updated and so the email she sent me back said that she got, she said she got two responses.
[CUSTOMER][NEUTRAL] That first I could call and contact the care team and they could um
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That the billing team will reach out to me and then the second response she got says that they launched a new portal. The group administrator must be the first to set up their account and can add users, so they said that [PII] was the administrator, um, and.
[CUSTOMER][NEUTRAL] That she had to set up her account.
[CUSTOMER][NEGATIVE] And then I would have access and I sent her a message, she said that she did what needed to be done, but I still doesn't recognize my account.
[AGENT][NEUTRAL] OK, let's start with the pol the group number.
[CUSTOMER][NEUTRAL] I knew you were gonna ask me that. Hold on for a second.
[CUSTOMER][POSITIVE] Let's go here benefits.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There we go it's in here.
[CUSTOMER][NEUTRAL] Waiting for my file to open.
[CUSTOMER][NEUTRAL] OK, the group policy number is 16257.
[AGENT][NEUTRAL] Can you verify the billing address, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you and let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you said [PII] has, uh, how do you, how do you say your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, um, and what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][POSITIVE] All right, thank you very much. OK, so, um,
[AGENT][NEUTRAL] I'm only seeing still one account um on the online service center so um really the only thing we can, we can tell you is to reach back out to [PII] because she would have to grant you access, she would have to create your account when she's logged in.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Got you, OK, so she, when she's logged in.
[AGENT][NEUTRAL] Um, let me
[AGENT][NEUTRAL] Uh um.
[AGENT][NEUTRAL] Here it is, here we are. All right.
[AGENT][NEUTRAL] Alright, let me look at something real quick.
[AGENT][NEUTRAL] Yeah, so when she's logged in she would have to click on manage users and and that's where she would create your account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of all people.
[CUSTOMER][NEUTRAL] She works in finance. I'm like, what, how did she wind up with that responsibility?
[CUSTOMER][NEUTRAL] All right. I will track her down.
[AGENT][POSITIVE] All right. I do apologize. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] That's it for now.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you.