AccountId: 011433970860
ContactId: cce884fe-467f-4e49-85b7-a2409b4403a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446299 ms
Total Talk Time (AGENT): 106259 ms
Total Talk Time (CUSTOMER): 146949 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/cce884fe-467f-4e49-85b7-a2409b4403a7_20250619T16:14_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], uh, my name is [PII]. I received a voicemail, missed voicemail or call and had a voicemail from [PII]. I'm not sure if I need to speak to her, uh, but I had sent an email about access to the APO website, um, and I got a reply that I wasn't being, it wasn't allowing me to log in. It wasn't recognizing my user ID, yada yada yada.
[CUSTOMER][NEGATIVE] Um, and I received an email saying that I was using the wrong email address for my account set up. Two things it's not an account set up. It's an existing account that I've had for years and that I've filed claims via the website repeatedly over the last few years, and I am not using the wrong email address. I am using the email address reference in the email.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So I was seeing if I could get some assistance with this.
[AGENT][NEUTRAL] OK, so are you a broker with us?
[CUSTOMER][NEUTRAL] No, I'm not a broker. I'm an individual who works for a company that offers APOs gap insurance as far as the benefits package. I am a customer.
[AGENT][NEUTRAL] OK, um, so I understand that you've had an account previously but we have moved to a new OSC.
[AGENT][NEUTRAL] Um, account system, so you do have to recreate your OSC.
[AGENT][NEUTRAL] Your online service center portal where you go in to submit claims so it does have to be recreated um I can try to get.
[CUSTOMER][NEUTRAL] Can I ask you a question? Can I ask you a question? Why have we not been notified that we need to create a new account?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So the notification did go out to all groups and then all brokers, so whether the information was relayed to the actual insureds um I'm not sure but marketing did send that request.
[CUSTOMER][NEUTRAL] It was not. That's fine. OK, OK, well, I will advise our AP and HR manager that we all have to re log in or create our accounts and I will try that online. Thank you.
[AGENT][NEUTRAL] Of course, um, I can try to get Tanya.
[CUSTOMER][NEUTRAL] Now oh hold on hold on hold on hold on hold on so I'm entering.
[CUSTOMER][NEUTRAL] I'm on the I went into the sign up to set up, and it wants me to provide my information.
[CUSTOMER][NEUTRAL] Um, I've entered my my last name. I've entered my social number. I've entered a security number. I've entered my zip code. I've entered my email and I've entered my birthday. It's telling me I don't exist.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you only have to do the ones that are OK you can do the ones that are just asterisk, so I think it's just like the last name and then um the email on file. I don't know do you have a group number I can try to see if I can find your email um I could get you over to [PII] though since she's the one that might have a bit more information.
[CUSTOMER][NEGATIVE] No user was found.
[CUSTOMER][NEGATIVE] I don't care. I don't care. I don't care who talks to me. I can give you it I've, I've deleted everything except my my last name, my birthday, and my.
[CUSTOMER][NEGATIVE] Uh, email address, the ones that are have an asterisk and it is still telling me it doesn't recognize me. um, I can give you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what group do you, yeah.
[CUSTOMER][NEUTRAL] I can give you a group number so.
[CUSTOMER][NEUTRAL] One, yeah, one second, the group number is 15185.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, give me just a second because my system is not pulling up for some reason.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Is anybody Lion working?
[AGENT][NEUTRAL] OK, what is your group name? For some reason my system is not responding so I'm gonna try a different way.
[AGENT][NEUTRAL] The group that you work for?
[CUSTOMER][NEUTRAL] I don't, my, my APO card doesn't have a group name, so I'm not really sure. Are you wanting my company name or do you want the, the, the broker or like what?
[AGENT][NEUTRAL] Yeah, who do
[AGENT][NEUTRAL] Yeah, like who do you work for?
[CUSTOMER][NEUTRAL] I work for Argus Fire Control, A R G U S.
[AGENT][NEUTRAL] OK, and then.
[AGENT][NEUTRAL] And what was your last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well, now this time it's worked.
[AGENT][NEUTRAL] So it did work?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] Well, it's allowed me to go through, but I can I just keep you on the line because yesterday it wasn't like verification code and all that kind of nonsense.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, it appears to be working.
[AGENT][NEUTRAL] OK, so you got through, you will have to do the verification code every time with your email.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yep, got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank thank you very much.
[AGENT][POSITIVE] Of course have a good day.