AccountId: 011433970860
ContactId: c545e761-2399-4860-8a58-a79cf533eca5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137179 ms
Total Talk Time (AGENT): 46883 ms
Total Talk Time (CUSTOMER): 73838 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/c545e761-2399-4860-8a58-a79cf533eca5_20250618T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm with Audubon dermatology, and I am trying to look at our account to see if we have any past invoices, but it looks like your online account has like been upgraded or changed. Um, how can I access my account?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, so you'll need to create a new account, um, because we did launch a new online service center, so you'll have to create a new, uh, new, um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Account
[CUSTOMER][NEUTRAL] OK, and also like some of our employees are having a hard time creating new accounts so they would have to call you guys to get help with that.
[AGENT][NEUTRAL] Um, yeah, because we would need to make sure that the information that they're entering when they're setting it up is, uh, what we have in our system, so it would still like with the old online service center it would have to match exactly how we have it.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Let see.
[CUSTOMER][NEUTRAL] OK, so for, for like an employer account I go to the [PII] and then create your OSC account?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and so would we be an agency or a group?
[AGENT][NEUTRAL] Group.
[CUSTOMER][NEUTRAL] We, we would be a group, OK.
[AGENT][NEUTRAL] Yeah, agency would just be like the like your agent for your group that's who that would end up being.
[CUSTOMER][NEUTRAL] OK, and I would just use like the group number and all that kind of stuff. I should probably, yeah, I see that on our bill. OK, alrighty, well that is what I needed.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All righty, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it. Um, well, now I'm looking at this, it says the group number and it says email on record, and I'm assuming that's like the email that you guys have on file for us.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty, um, I will try to get through this and if I have any questions, I'll just give a call back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Right