AccountId: 011433970860
ContactId: ccb75cea-67db-4a58-b4ab-5d749ff8e68b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313059 ms
Total Talk Time (AGENT): 144293 ms
Total Talk Time (CUSTOMER): 135903 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/ccb75cea-67db-4a58-b4ab-5d749ff8e68b_20250212T16:16_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]. My name is [PII]. Um, I'm trying to log in.
[CUSTOMER][NEUTRAL] Uh, I'm the employer for the human in the human resources department, but um when I try to log in.
[CUSTOMER][NEUTRAL] I click on I'm an employer group who offers ACL.
[CUSTOMER][NEGATIVE] And the information isn't like going through.
[AGENT][NEUTRAL] So you're trying to, you're trying to um.
[AGENT][NEUTRAL] To the online service center or the portal?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what group is this for?
[CUSTOMER][NEUTRAL] The group number is 26751.
[AGENT][NEUTRAL] And what's the group?
[CUSTOMER][NEUTRAL] Uh, you may have it as Vida Epilo.
[CUSTOMER][NEUTRAL] Or VNE restaurant group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your name was [PII]? And you're with HR? is that what you're saying?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, it looks like the if you're trying to log into this groups, um, like OSC, who's the, um, do you have the agent of record on this?
[AGENT][NEUTRAL] Per on this group.
[CUSTOMER][NEUTRAL] Mm, probably, mm, probably [PII] or [PII].
[AGENT][NEUTRAL] OK, it looks like it wasn't um it's like still pending set up so whoever set this like yeah whoever set the OSC up didn't finish it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 00 gosh, OK.
[AGENT][NEUTRAL] So that's probably why you're not able to get in.
[CUSTOMER][NEUTRAL] A or a broker.
[CUSTOMER][NEUTRAL] Um, OK, so they need to finish the what, the LSC?
[AGENT][NEUTRAL] So it's the, the secure you're just going to [PII] and just doing log in correct? Is that what you're doing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, and then I click on new user and then I put the info.
[CUSTOMER][NEUTRAL] Well, it's like I'm an employer or group.
[AGENT][NEUTRAL] So like your
[AGENT][NEUTRAL] So you're setting it up then?
[CUSTOMER][NEUTRAL] Mm, no, no, I'm not setting it up. I, I, I'm assuming.
[CUSTOMER][NEUTRAL] Either a broker should have set it up or you guys, I don't know.
[AGENT][NEUTRAL] OK, so the new user and then username and password, is that what you're doing?
[CUSTOMER][NEUTRAL] No, so I click on new user and then I click on I'm an employer or group who offers APL products to my employees or members.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So this, so if you're doing this like you're going through the process of setting it up you need to have a username and a password um for the log in part of it so on the left side.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Oh, OK, OK.
[AGENT][NEUTRAL] Or um but the problem is is that whoever has was whoever was setting this up hasn't finished it and then they need to give you access to it so like you they would need to approve you having your own username and password so that then you can get in like it's you're not gonna be able to get in until this is complete.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and they need to complete what? What did you say? Like, complete the.
[AGENT][NEUTRAL] Just setting it up like how like, yeah, just setting up the online service center.
[CUSTOMER][NEUTRAL] Portal on just 30 minutes.
[AGENT][NEUTRAL] To have like portal access.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then they just need to let us know that you're allowed to have access to it.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. No, cause they're emailing us saying that they're emailing.
[CUSTOMER][NEUTRAL] You guys for help.
[CUSTOMER][NEUTRAL] So, I don't know.
[AGENT][NEUTRAL] They're they're they are already emailing us.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Who's who's eating us?
[CUSTOMER][NEUTRAL] Yeah, they emailed care team.
[CUSTOMER][NEUTRAL] Um, it's, it's a, a broker, one of the girls there. Her name is [PII].
[CUSTOMER][NEUTRAL] She emailed [PII].
[AGENT][NEUTRAL] Well, Care team is different than Broker Resources, so it's a different department than us they can help you, um, but you called, yeah, you called Broker Resources, so she needs to either be like sending.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, uh-huh. OK.
[AGENT][NEUTRAL] Like she can email us at [PII] or she can call into us.
[CUSTOMER][NEUTRAL] OK, OK, I'll tell them to do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Of course, have a good day.
[CUSTOMER][POSITIVE] Thanks. Bye.
[AGENT][NEUTRAL] Right