AccountId: 011433970860
ContactId: d73bf62f-e992-46e1-bd44-9b386754df46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336579 ms
Total Talk Time (AGENT): 249830 ms
Total Talk Time (CUSTOMER): 79144 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d73bf62f-e992-46e1-bd44-9b386754df46_20250620T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How's it going?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Well, ever since you guys changed your site.
[CUSTOMER][NEGATIVE] It's been a pain in the butt.
[AGENT][NEUTRAL] Yeah, what's going on?
[CUSTOMER][NEUTRAL] So one of the groups that um.
[CUSTOMER][NEUTRAL] You know, had a log in previously has been having issues logging in since the change happened. So do they need to re-register? Like, are their previous credentials no longer valid or how do they access the portal?
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah, so that goes for anybody. Regardless of having a previous account broker agency group insured, everybody has to create a new account, no matter who you are. But
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is the group.
[AGENT][NEUTRAL] I'm assuming it's the group contact that is trying to set up the group correct? OK and is she linked to any other groups with us?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Um, I don't believe so.
[AGENT][NEUTRAL] OK, so I just wanted to make sure because if she's, yeah, if she's linked to multiple groups and she's the contact for multiple groups and she's using the same email across multiple groups and she's already set up one.
[CUSTOMER][NEUTRAL] To my understanding she's just trying to get their own group.
[AGENT][NEUTRAL] With her email, then she would not be able to set up another group with her email. I don't know if that's the case, but um, yeah, you might ask her that as well cause it's one email per account and they have to be different.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. But yeah, she does have to go in to go back to our website and then underneath log in is create OSC account she would choose that and then she would go to group and then she would follow the group set up process.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm mm mm.
[AGENT][NEGATIVE] And tell her to only use the um when she is setting up her group, only use the asterisks, don't fill out any of the stuff that doesn't have the asterisk next to it. Excuse me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, cause that also has been messing people up for some reason.
[CUSTOMER][NEUTRAL] OK, so if they have any issues um is there a number that the group should call for assistance with to get help to log in?
[AGENT][NEUTRAL] I mean they can technically call us yeah billing is technically supposed to help groups um if I'm getting a group contact that's calling into me like I'm just trying to troubleshoot with them on my own because I've I literally think I do this 20 times a day at this point like I couldn't so they can call into broker resources and we can try to walk them through it most of the time.
[AGENT][NEUTRAL] It's those, it's 3 things. It's their email is shared with another OSC account that has already been created. They need to clear their cache and their browser settings, and they only need to fill out what is aisk on that first page after she clicks groups.
[AGENT][NEUTRAL] So I do know that those 3 things.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] have been successful.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, if they still have problems after that then, OK.
[AGENT][POSITIVE] But yeah, tell her to tell her to call though. We'll help.
[AGENT][POSITIVE] Yeah, I know it's, we're sorry, we apologize.
[CUSTOMER][MIXED] No, I said I, it was so annoying because we had finally gotten the access and then it was like maybe 6 months later was like, yeah, and it was like OK.
[AGENT][POSITIVE] And then it changed. I know. It is once you get once you get in though, it is pretty awesome. I will say that. I know it's not awesome right now cause it's not, it might not be working for everybody, but claims processing claims are super easy. Um, it, yeah, it's really, really, really nice once you get in and it's in it, you can actually utilize it. So I do promise that things are on the other side.
[AGENT][NEUTRAL] Just sorry for the frustrations at first.
[CUSTOMER][NEGATIVE] Oh God, I hope they don't intend to do this again anytime soon.
[AGENT][NEGATIVE] No, no, no, no, I don't think so. No, we've had the old OSC for like 10 years, so it was needed. It just is unfortunate that it had so many hiccups, you know, just with anything that you're, you know, creating and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And giving to the general public of a lot of people so like it's um yeah just we're trying to work it out but no it this should be it it it needed to be revamped though and a little bit more secure we were just using user names for the old one so um you know this is email so I feel like it's a little bit a little bit more secure so I'm hoping that people see that as well so trying to do better.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, forgive us for yeah, forgive us for all the craziness beforehand though.
[CUSTOMER][NEUTRAL] We shall see.
[AGENT][NEUTRAL] But yeah, call me back.
[CUSTOMER][POSITIVE] OK, uh, alright, thank you so much.
[AGENT][NEUTRAL] I'm here.
[AGENT][POSITIVE] Of course, have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks, bye.