AccountId: 011433970860
ContactId: e4cb7a99-e85c-4a09-8cc2-38399f6efbb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1055349 ms
Total Talk Time (AGENT): 326289 ms
Total Talk Time (CUSTOMER): 469130 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e4cb7a99-e85c-4a09-8cc2-38399f6efbb6_20250603T15:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with SFLRE Group. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] Doing good. um, can I give you our group number and um because I have a question about the new log in.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] It's 24214.
[AGENT][NEUTRAL] 24214. OK, hold on one moment.
[AGENT][NEUTRAL] All right, and I have you here and [PII], can you verify the um group mailing address, phone number and your email address?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Um, my name is [PII]. My email address is [PII].
[AGENT][POSITIVE] Thank you and just the phone number.
[CUSTOMER][NEUTRAL] [PII]? Well, I don't know what you have on file so it's either [PII] or [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, this the [PII] is the number on file. Is that the best contact if we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, and thank you so much for verifying and all the information provided is a verification of benefits, not a guarantee of payment. And um what questions did you have about the online service center?
[CUSTOMER][NEUTRAL] Um, I logged in. I know that your website has changed, so I went to [PII] log in the slash login, and it says log in, but it doesn't ask for my username now. Ask for an email address and password. So now when I put in my email address and the password that was associated with our account, which is a user name. Let me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so on the new um online, no, it's OK. On the new online service center.
[CUSTOMER][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] Sorry, my
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] 00, the phone's breaking up. I'm sorry.
[CUSTOMER][NEUTRAL] OK, can you hear me now?
[AGENT][NEUTRAL] Yes, but I, I didn't know you were talking. I missed what you said. I'm sorry.
[CUSTOMER][NEGATIVE] Oh sorry my my AirPod died right in the middle of our conversation um sorry about that yeah it used to ask for username and passwords now it's not working with my email address and the password.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Yes, so with the newer the new online service and you'll have to set up a new account. It'll, it'll sync with your the information of your old system, but like you said, this one is asking for the email where we used to ask for username or password. So on that main page, you'll just click create your OSC account and that you're a group.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] We're a group, OK.
[AGENT][NEUTRAL] It's basically we're using it so that we can if we need to update the information from the old system, you'll, you're basically confirming it for this, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK, that makes sense. Let me just, if you don't mind just holding, so the phone number is [PII], correct?
[AGENT][POSITIVE] Oh, no, take your time.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, hold on. Speaker because I have to create a new password, hold on.
[CUSTOMER][NEUTRAL] Um, the display name, is that what does that mean?
[AGENT][NEUTRAL] Um, just how you want it to be listed, you can put like the group name or you can put your name on there it'll be. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, and then the given name.
[CUSTOMER][NEUTRAL] Is that the same?
[AGENT][NEUTRAL] Yes, it'll be the same.
[CUSTOMER][NEUTRAL] OK, so that has nothing to do with logging in and surname, do I have to do all this surname and everything because it's not, it doesn't apply to our group.
[AGENT][NEUTRAL] Wait, hold on. Did you click that you're a group and it's asking for all of that?
[CUSTOMER][NEUTRAL] Yeah, I, I did.
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] Hold on one moment. I'm just trying to get to where you are so I can see how to help.
[AGENT][NEGATIVE] OK, so now I'm scared to click continue. OK, so when I went to the
[AGENT][NEGATIVE] When I went through the steps and I clicked on group, it just asks for like your group number, your zip code, your phone number, and now it's asking me to complete your account set up, so I don't want to click continue. Are you sure?
[CUSTOMER][NEGATIVE] That's what it did. It did to me and not complete it asked for my email address. It says send verification code, which maybe I need to back all this out and do that first.
[AGENT][NEUTRAL] You did.
[CUSTOMER][NEGATIVE] And then it asked for my password, which is a new password, it's so weird.
[CUSTOMER][NEUTRAL] All right, I'm just gonna do send verification.
[CUSTOMER][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] Yeah, it's still doing it. OK, I don't know if it's gonna send me a verification.
[AGENT][NEUTRAL] Are you getting an error?
[CUSTOMER][NEUTRAL] No, it's just it says send verification code, so I did it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm waiting on a code to come and then it'll ask it asks below it for a new password and display name, given name and surname.
[AGENT][NEUTRAL] For the new pass.
[CUSTOMER][NEUTRAL] OK, I got my I got my verification code. Hold on a minute, let me do that first.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe we'll skip all that other stuff.
[AGENT][NEGATIVE] Yeah, I don't know why that's showing for a group, but I'm gonna put that down.
[AGENT][NEUTRAL] So that they know.
[CUSTOMER][NEUTRAL] Yeah, it's still doing that. It's really weird. OK, so I'm gonna have to come up with my new password.
[CUSTOMER][NEUTRAL] And it's asking that all those other questions like it's individual.
[AGENT][NEUTRAL] Right, is it, is that required? I, I, I haven't seen that screen. I don't want to.
[CUSTOMER][NEUTRAL] Well it looks like it is because there's nothing else I mean I'm just gonna do my password and see if it's gonna make me do the rest of it, but it's asking for it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it's weird. OK, display name.
[CUSTOMER][NEUTRAL] Alright, I'm just gonna do display name and forget the given name and surname and see if it lets me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it did let me move on it looks like um.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] It's, but it still asks it it doesn't say what's required and what doesn't, what isn't required. So if it's, if this is still in the works, you might wanna let them know it's kind of weird that a group is asked that and it doesn't give aisk as to what's required.
[AGENT][POSITIVE] Asking for that, yes.
[AGENT][NEUTRAL] OK, yes, um, we have a spreadsheet, so I'm gonna put that on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] Seems like everybody that's changing things today has the same things, they're still working out details, which is, which is fine, but it was a little confusing.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Well, thank you so much for your patience because I know it can be frustrating.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it's OK. Let me just make sure I can get in now it is asking to send a trans uh verification code to my email again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, make sure it lets me in.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] I think it let me in.
[AGENT][POSITIVE] I hope so.
[CUSTOMER][NEUTRAL] Thinking it looks like but it's just thinking, so.
[CUSTOMER][NEUTRAL] Thinking long thinking.
[CUSTOMER][NEUTRAL] OK, looks like I'm in. So am I able to, uh, one of our employees just said that the address that our, um, broker updated when she moved didn't get the address completely correct, um, so I need to go in and look at it and am I able to do that or do I need to have you do that or my broker do it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] At this point, with everything going on with the website, I'm honestly not sure, um, you're supposed to be able to, but things aren't working. So if I need to update an address for one of your members, I can definitely do that for you.
[CUSTOMER][NEUTRAL] OK, could you do that? Because she just emailed me and said that looked at it and it was missing. I don't know what the address says, but it seems to be missing [PII]. Oh, it says [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] instead of [PII]. So um her last name is [PII]
[AGENT][NEUTRAL] Hold on one moment. It's giving me a.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and what's the member's first and last name?
[CUSTOMER][NEUTRAL] [PII], and then the last name is [PII], [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify her date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I'm gonna have to pull that up just one sec. It's kind of strange.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Sorry, I'm gonna have to log in and grab that real quick, um.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so um the address that I'm showing is [PII]. Wait, what is, is that supposed to be circle or street? It looks like it's together.
[CUSTOMER][NEUTRAL] Yeah it was supposed to have been circle but it looks like they started to say Circle Street.
[AGENT][NEUTRAL] Right, OK, so it's circle.
[CUSTOMER][NEUTRAL] Circle, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then is the city, state and zip correct?
[CUSTOMER][NEUTRAL] Uh, she said everything else was correct, yes.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][POSITIVE] All right, so I've updated that for you as well. Um, I'm getting ready to save it now.
[CUSTOMER][NEUTRAL] Yeah, I don't think I was able to pull her up because it's not letting me see any users so I I guess it's not really loading yet.
[AGENT][NEUTRAL] It may not have um
[AGENT][NEUTRAL] Synced yet because we just got in, so um with your account, so it might not have synced everything yet.
[CUSTOMER][NEUTRAL] Oh, OK, perfect. Um, and then the other thing is she never got, um, a new APL cards went out and she never got it and it's probably because it was sent to [PII]. Could you, um, send out a new set of, uh, cards to her please?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] All right, and I just put the request for the ID card to be sent to the home address as well.
[CUSTOMER][NEUTRAL] OK perfect and then I know that you said everything didn't probably load but where would I see our um billing in here?
[AGENT][NEUTRAL] So there's supposed to be a section like how it was on your dashboard where it has like all your employees.
[AGENT][NEUTRAL] And you'll be able to like add, change, delete them. It's, it's all, it'll, it's a section that says my employees or employees, sorry.
[AGENT][NEGATIVE] But I don't want
[CUSTOMER][NEUTRAL] OK, I see if you go to my it goes to invoicing and employees. OK, now I can see the employees now. It just must have loaded.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] It's coming up? OK, good.
[CUSTOMER][NEUTRAL] Yeah, except I don't see [PII]. I don't think I was able to see her address, right, let me just see if it pulls it up. [PII], OK, yeah, it doesn't. It still says [PII], but, um, OK, so I see that, and then I would go back to invoicing and that's where I grab my invoices, I think. Let me just see.
[AGENT][NEUTRAL] I just saved it, so.
[AGENT][POSITIVE] Mhm. That's correct.
[CUSTOMER][NEUTRAL] And do I go um because we usually I set it to be ACH deducted and I'm waiting to see if that loads, hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Boy, it's taking a little bit.
[CUSTOMER][NEUTRAL] OK, now, um, yeah, it's a little bit different, so I see the amount billed for [PII] which we already did.
[CUSTOMER][NEUTRAL] And then I would click on the invoice number I guess.
[AGENT][NEUTRAL] And then um you'll see the submit.
[CUSTOMER][NEUTRAL] Uh, Groupon, Groupon, I mean coupon, um.
[CUSTOMER][NEUTRAL] Yeah it doesn't say submit anywhere but I guess it's because we already did it maybe.
[AGENT][NEUTRAL] If not, yeah, if the, if the um balance is not outstanding, it's not going to have to submit on there, only if it needs to be paid.
[CUSTOMER][POSITIVE] OK. OK. All right, that's perfect. OK. All right, um.
[CUSTOMER][NEUTRAL] OK, I understand, sounds good um I guess, yeah, and it doesn't even show that it was I mean it doesn't even show that I had already submitted it. I mean I know that I did and I have the receipt but I don't see anywhere on if I click on that invoice it doesn't say that it was already submitted or anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, for that, I would give it, I would check back with that maybe tomorrow, I'm only saying that because I know there's a big issue with the submitting payments and the and seeing like record, how do I say that, reflecting that it's been paid. So I, I don't want to say.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] There's an issue, you know, and you've already made it. I, I will wait and see and let it kind of reset itself and hopefully everything will be together tomorrow.
[CUSTOMER][NEUTRAL] OK, when did this new site go into effect [PII]?
[AGENT][NEUTRAL] No, the website went into effect [PII], so today is our second full day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, because when I even when I click on the download the ID cards.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I get an error. It says unable to download any ID cards. If this error persists, please contact customer service.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, now that
[AGENT][NEUTRAL] Sorry, I had to clear my throat. Um, now that may, I would check for that tomorrow too. That could be for one because of the issues we're having and because we just um logged into the new system. So it may just not be available just yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, well I'll give it some time, but thank you for your help.
[AGENT][NEUTRAL] You're very welcome. So I have sent the request for the ID card to be mailed to her home address, and you should see the um address updated shortly because it's reflecting on our end, it just might need a few minutes for the online service center.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today, Deb?
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Perfect, you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.