AccountId: 011433970860
ContactId: eb385eb2-7545-4d36-9db6-d51bcec8dcbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193550 ms
Total Talk Time (AGENT): 105780 ms
Total Talk Time (CUSTOMER): 70612 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/eb385eb2-7545-4d36-9db6-d51bcec8dcbe_20250617T13:01_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], good morning. um, I'm trying to, like, I guess you guys changed your portal to log in and, um, so I'm trying to set it up and for whatever reason it's telling me there was an error, uh, no user was found with this information that was entered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, are you trying to set it up for just your personal uh policy? Is it for a group?
[CUSTOMER][NEUTRAL] It's for a group.
[AGENT][NEUTRAL] It's for a group. OK, what's the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 22967.
[AGENT][NEUTRAL] Alright, let me pull that up and then can I get your first name?
[CUSTOMER][NEUTRAL] It's [PII] spelled [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And last name is [PII] mhm.
[AGENT][NEUTRAL] Alright, and then [PII], if I can get the name of the group.
[CUSTOMER][NEUTRAL] Yes, it's, it's under um Therapy Holdings.
[AGENT][NEUTRAL] Thank you and then can you verify the address for the group?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Alright, thank you so much. OK, so we did update the site and everybody is needing to go on and create basically um a new OSC account so when you get to the website, you do have to click that link that says create new OSC account. It does ask you then which role best describes you and you're gonna click on group. The email that's on here is [PII], so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What needs to happen um is go ahead and set this up under that email and it's gonna send a verification code. Once you get the log in set up and get in, then you can add additional users and different email um it just initially is gonna have to be done under this one.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Got it. OK, let me try that account.
[CUSTOMER][NEUTRAL] Payable.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I see. OK, perfect. You're complete your account set up, continue.
[CUSTOMER][NEUTRAL] OK, um, and then because I don't even know if we still have this accounts pay one we should.
[CUSTOMER][POSITIVE] Um, OK, perfect, so I'll go ahead and set it up this way.
[AGENT][NEUTRAL] OK, yeah, once it lets you continue it will send a verification code uh you will need to input that code, click verify, and then create the password um but once you, like I said, once you get in there, there is a manage users tab like before where you can add additional emails so then you can create a different um.
[AGENT][NEUTRAL] Password but the email is gonna be the username going forward.
[CUSTOMER][POSITIVE] Got it OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Perfect alrighty thank you so much appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.