AccountId: 011433970860
ContactId: e61a6adb-a22c-45d5-b329-f74cbf99195d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470799 ms
Total Talk Time (AGENT): 103706 ms
Total Talk Time (CUSTOMER): 142372 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e61a6adb-a22c-45d5-b329-f74cbf99195d_20250605T16:20_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], I'm just uh in the process of setting up like my group policy uh log in information and stuff like that and uh everything was going good until I guess the uh email address on file. I also have created like an OSC account right like our broker account and I use that email for that and it seems like it's preventing me from also using that email for our separate group policies, um.
[CUSTOMER][NEUTRAL] Is there a way that I can bypass that because I gotta, I mean this is my work email so I've got to use it for all of these kind of uh issues benefits related.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] What was your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] OK. And then you're with um which broker?
[CUSTOMER][POSITIVE] OS benefits.
[AGENT][NEUTRAL] Oh, it's benefits, OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me look at um let me see if I can find the information on that so you're wanting to set up a separate account for each group that you are the broker for?
[CUSTOMER][NEGATIVE] Yes ma'am, that's correct just so I can actually service the accounts, you know what I mean just like how we used to have it set up this uh this update has been a headache, needless to say.
[AGENT][NEUTRAL] No, yeah.
[AGENT][NEUTRAL] Yeah, OK, uh.
[CUSTOMER][NEGATIVE] I know, I know probably worse for y'all.
[AGENT][NEUTRAL] No, I mean, yeah, it's definitely had some um bugs to work out for sure. Um, OK, give me, give me one moment, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, I'm so sorry about that. Yeah, it looks like so we are currently working to get that corrected, um, so it's not, it's not an error on your part. It is something that is going to be fixed, um, we're working as fast as possible to get it fixed, um, do you need a.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's perfect. That as long as it, as well as long as it wasn't limiting to me to that just one email for one account, that's, that's awesome [PII]. So do you, could you kind of give me uh an estimate do you think when that would be up in operational again just because I do have.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I do need to probably service the account because I have a couple um different people I need to file claims for and then terminate off the policy as well um do you think like within the middle of next week or I I know that's probably asking a lot because you're not on that side of the the department but.
[AGENT][NEUTRAL] Um, well, Broker resources might have more information than I'm privy to. I don't have an ETA yet. I just show that we are trying to work as fast as possible to fix it. Um, do you want me to get you over to that side and see if they have a, uh, ETA yet?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, sure, please do, [PII].
[AGENT][NEUTRAL] OK. OK. Hold on one moment, OK. Uh-huh.
[CUSTOMER][POSITIVE] Thank you for your help.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team, and I've got [PII] with OS Benefits on the line, um, and he wanted to um talk with about how, I know we are having problems now with they they can't set up all of the different groups that they service.
[AGENT][NEUTRAL] Um, so he's wanting to know, do we have an ETA on that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We don't, no, um.
[CUSTOMER][NEGATIVE] The only thing that we're doing is sending it to [PII], which is on our team of if there's an issue with this and she's sending it to the IT team and I don't think that we've received any communication back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, do you, can, can I go ahead and transfer him through if that's, is that OK?
[CUSTOMER][NEUTRAL] So, yeah.
[CUSTOMER][NEGATIVE] Yeah, gonna be upset, but.
[CUSTOMER][NEGATIVE] Like I don't have yeah that's fine. I just there's there's been no communication.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As far as anything that's happening, yeah.
[AGENT][NEUTRAL] OK, OK, um, OK, I'm gonna put him on the line. I'll let him know, uh, introduce you, OK?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, [PII], I've got [PII] on the line and she'll be able to assist you. Thank you.
[CUSTOMER][POSITIVE] Perfect thank you [PII] have a good one.
[AGENT][NEUTRAL] OK, bye.