AccountId: 011433970860
ContactId: e09a9e21-a9a7-4a8e-aabb-fd5c028236ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167639 ms
Total Talk Time (AGENT): 79643 ms
Total Talk Time (CUSTOMER): 80191 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/e09a9e21-a9a7-4a8e-aabb-fd5c028236ba_20250606T19:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm with the broker's office.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I'm calling, I'm calling about one of my clients, Resolve [PII]. I have their um account number if you need it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 182, I'm sorry, 18256.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh. OK. 182.
[CUSTOMER][NEUTRAL] So, my question is, um,
[CUSTOMER][NEUTRAL] Did the, did the portal for employers change just like uh the portal for us brokers changed?
[AGENT][NEUTRAL] I, you cut out. Can, can you, uh, give that to me?
[CUSTOMER][NEUTRAL] Yeah, I'll say it again. I uh I'll say it again. Uh, the website, your APL website.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Was there an update to the website that the employers use like my clients use as well as the one that we as brokers use?
[AGENT][NEUTRAL] Across board mhm.
[AGENT][NEUTRAL] Across the board they they all have to be reset up yes ma'am.
[CUSTOMER][NEUTRAL] It did.
[AGENT][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Alright, so we need to re-register is that how it works?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, and how do, how do we do that? Do you have any instructions that you can send me?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] So it's gonna be the same way that you guys did it um just from their front rather than your like the broker aspect.
[CUSTOMER][NEUTRAL] Well, it's been several years since I initially set up my account with APL, but um.
[AGENT][NEUTRAL] Oh no, I mean just your the new one that you just reset.
[AGENT][NEUTRAL] Did you reset yours as well?
[CUSTOMER][NEUTRAL] Well, I didn't reset it yet.
[AGENT][NEUTRAL] OK, OK, so you don't have instructions for yourself.
[CUSTOMER][NEUTRAL] So what's just so you, so just so you know what's happening yeah so just so you know what's happening is my clients are going into the APL website not knowing that it may have changed and they're trying to use their existing log in and it's not allowing them to get in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so they just have to just like the first time they ever set it up they have to do that all over again with their email or their um.
[AGENT][NEUTRAL] Company number however it was that they did that to start with.
[AGENT][NEUTRAL] And then you will have to do that as well. Now communication was emailed out to everyone, so I'm not sure, you know, we have discovered some of that went to spam, um, and things of that nature, but the email did have the user guide or you know the how to steps and all of that so yes we can definitely reem email that um information.
[CUSTOMER][NEUTRAL] Yeah, if you can email me that information then I'll make sure that my clients that have the APL gap also get a copy of it and remind them that.