AccountId: 011433970860
ContactId: c6330823-5f00-42fe-b42b-74054a027bf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532020 ms
Total Talk Time (AGENT): 192203 ms
Total Talk Time (CUSTOMER): 225819 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/c6330823-5f00-42fe-b42b-74054a027bf9_20250214T14:24_UTC.wav
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[AGENT][NEUTRAL] The internet. Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Who is this?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Uh, yes. Sorry, uh sorry, for some reason, my internet says it's not connected, so I thought it was, OK, OK. I got it.
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK, that's OK. Um, I have, uh, on the phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And he has the agent on the phone with him and it was transferred to me because they thought he wanted to get online on the online service center as an administrator but he's wanting his own personal policy to get on there um and I can give you that policy number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And a good call back number is the [PII].
[CUSTOMER][NEUTRAL] And he's been verified according to [PII], he's been verified, but his personal policy number is 2462268.
[CUSTOMER][NEUTRAL] So the agent said that at one time he was able to log into his personal account. He's wanting to see his um claims and everything else and what he's paid and all that good stuff.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but he's not able to get on there anymore.
[AGENT][NEUTRAL] OK, probably has been a a a little bit of a time and he has to reset his password. OK, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I'm not familiar with that so, and I do apologize.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, no worries. I can help him. Uh, what is the callback number?
[CUSTOMER][NEUTRAL] That [PII], that's the number they gave me.
[AGENT][NEUTRAL] I see
[AGENT][NEUTRAL] OK, [PII]. Um, I pulled up a policy for [PII]. Was that him?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. You're ready?
[AGENT][POSITIVE] Mhm, I'm ready.
[CUSTOMER][POSITIVE] Thank you, dear, and you have a good day.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] Uh-huh, bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Hello, good morning, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello, I was just advised that you are trying to um enter into your account with the online service center, but you're not being able to.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] All right. I am just pulling up your account and see, uh trying to see what is happening here. Give me just a second.
[CUSTOMER][NEUTRAL] You also have, uh, I'm a consultant for the group assisting them with benefit matters so you have [PII] on the line who's the CFO of the company and, uh, and you have [PII] on the line who's here just to help and take some notes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So what is your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Hello. Hi.
[CUSTOMER][NEUTRAL] log in online and you said log in.
[CUSTOMER][POSITIVE] OK and thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I was able to pull up the account within the online service center. Uh, what could have happened is that since it was timed out for since a while ago, uh, we will have to reset that password. Um, let me see if there's any phone number here.
[CUSTOMER][NEUTRAL] OK. Bye.
[AGENT][NEUTRAL] All right, I can provide to you the username and there will be an option where it says um reset my password and that way um you can try to access the online service center. Does that sound good?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Let me know whenever you're ready.
[CUSTOMER][NEUTRAL] OK, what is hello hello hello hello.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can, can you hear me?
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] Yeah, bye, yeah, never mind, I just realized the reason I don't have the access and my wife set up the access and she's using her login and her email to access the, the account, so she just, she just give that.
[AGENT][NEUTRAL] Yes, um, well, it is, it will only use, um, it will be a username.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] And it, it doesn't require the, the email.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me one sec to see she just gave me the information to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is the uh and is the user name different for the administrator or the and the individual?
[AGENT][NEUTRAL] Yes, um, the administrator will will have a different access. Um, it will contain all the information for the group and as an individual, it will only have access to a policy information that will contain the benefits and all the rest. Yes, it is different.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah. Right.
[CUSTOMER][NEUTRAL] And yeah and it would be two different user names as well, or that doesn't matter?
[AGENT][NEUTRAL] Yes, um, it will be two different usernames, yes.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK, so you were saying, so we, we need to because it's not taking the password that she uses so apparently we have to reset it, yeah, OK.
[AGENT][NEUTRAL] Mhm. Yes, yes, we have to read it. Um, he, he does have.
[CUSTOMER][NEUTRAL] OK, so how do we go about this?
[AGENT][NEUTRAL] Mhm, yes, I can provide the username that I have right now.
[AGENT][NEUTRAL] Um, here in the online service center.
[CUSTOMER][NEUTRAL] The username is [PII]. The username is [PII].
[AGENT][NEUTRAL] Yes, yes, and there's a, and there is in the bottom of the online service center it says forgot or reset password. You can use that option. Mhm. And it should send a code to that phone number ending in [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, that's the, that's it.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which is her.
[AGENT][NEUTRAL] Or if you would like me to, I can do the password reset for you.
[CUSTOMER][NEUTRAL] I, you just send the code. Let me uh.
[AGENT][NEUTRAL] OK, if it doesn't work, I can do it for you.
[CUSTOMER][POSITIVE] Yeah thank you give me one sec.
[CUSTOMER][NEUTRAL] And are you there?
[CUSTOMER][NEUTRAL] Did you I call you I'm gonna call you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Let me know.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, alright, yeah, OK, bye. That's the give the yeah bye.
[CUSTOMER][NEUTRAL] OK, yeah, got the code and let me see if I can reset it.
[AGENT][POSITIVE] Um, all right, that sounds good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did it work?
[CUSTOMER][POSITIVE] Yeah, it works. Thank you so much and.
[AGENT][POSITIVE] Yeah, right, that sounds great. You're very welcome.
[CUSTOMER][POSITIVE] Have a great day, OK? Thank you.
[AGENT][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Have a nice day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye bye bye.
[CUSTOMER][NEUTRAL] Well you stay on the line.
[CUSTOMER][NEUTRAL] Sure