AccountId: 011433970860
ContactId: ee3429ca-2b36-4cb9-afb9-45ae715c0a3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559760 ms
Total Talk Time (AGENT): 164852 ms
Total Talk Time (CUSTOMER): 259814 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/ee3429ca-2b36-4cb9-afb9-45ae715c0a3c_20250623T14:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII]. I'm calling from the Saint Andrew's Club, um.
[CUSTOMER][NEGATIVE] I'm trying to get into my account and I can't you guys changed the log in but it's not recognizing my email.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Uh, would you be able to help me?
[AGENT][NEUTRAL] OK, are you calling as an insured or for the group?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm calling as uh for a group.
[AGENT][NEUTRAL] OK, what is the group number, please?
[CUSTOMER][NEUTRAL] Uh, the group number is 16381.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and verify the name of the group.
[CUSTOMER][NEUTRAL] Uh, that's, uh, Saint Andrew's Club Inc.
[AGENT][NEUTRAL] OK, and the group mailing address and your email address please.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] the payroll will be good.
[CUSTOMER][NEUTRAL] Shouldn't be too hard, right?
[AGENT][NEUTRAL] Give me one moment, I'm sorry.
[CUSTOMER][NEUTRAL] No, that's fine, take your time.
[CUSTOMER][NEUTRAL] Yeah, it's like my right leg is numb.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] It's not hurting too much.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, I gave them the copies and I told her that I tried to call, you know, she didn't, she didn't know, that was before her time, so no, right, they only reimburse us for one in.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No she
[CUSTOMER][NEUTRAL] one
[AGENT][NEUTRAL] Oh well.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So it is.
[CUSTOMER][NEUTRAL] they had that big long letter just.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm trying to see because um.
[AGENT][NEUTRAL] No we had issues with our online service center. Did you try to set up as a new user?
[CUSTOMER][NEUTRAL] Yes, and doesn't recognize my email what you know, but I have a, a user ID and a password and that's what I used to put in the past. I didn't, you know, and I was going in right there as an employer and I to see my account, uh, the billing, the, you know, uh, the members if I needed to, uh, copy or get a.
[CUSTOMER][NEUTRAL] A card and anything but now it's like I can't doesn't know who I am.
[AGENT][NEUTRAL] I think he may have to set up his new user, but I show a [PII] as the group admin contact.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah well, he's, he's one of them, you know, uh, he's here too, but uh.
[CUSTOMER][NEUTRAL] You don't have me, [PII]. You have to have me there.
[AGENT][NEUTRAL] I see your name as a group contact, but the email address that we have is for Mr. [PII]. So he may have to set up an account and then have you and then add you on to the account, and then you should be able to set up.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I, but uh
[CUSTOMER][NEUTRAL] OK, uh, you don't have my email address? I mean, again, you know, I'm the main person, he's, you know.
[CUSTOMER][NEUTRAL] Uh, you have to have my email address in there.
[AGENT][NEUTRAL] From the previous uh login system yes but in the our system in our computer show his name as in the email. I don't show your email address in our system in line, so he will have to set up an account and then add it.
[CUSTOMER][NEUTRAL] You have a special file?
[CUSTOMER][NEUTRAL] OK, what does that mean?
[CUSTOMER][NEUTRAL] It it means that it changed?
[CUSTOMER][NEUTRAL] I mean you said for the previous, what does that mean?
[AGENT][NEUTRAL] Our previous system that they had with the online service center, it shows your email address, but it shows in our system that he is the contact person when we have his email. So he will have to set up an account and then add you onto the account.
[CUSTOMER][NEUTRAL] I don't know if I have the cancellation.
[CUSTOMER][NEUTRAL] OK I have this oh no that's.
[CUSTOMER][NEUTRAL] In your office in the DKE elevator on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, so the system had changed. That's uh that's what you're saying, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, thank you. So I'm in I have his information, so when I tried to use his to log in it, you know, it says I didn't couldn't do it either.
[AGENT][NEUTRAL] He will have to set up a new account or create a new account with his.
[CUSTOMER][NEUTRAL] But they, uh.
[CUSTOMER][NEUTRAL] OK, I understand what you're saying that I have his information and I tried to log in like him and didn't go through either.
[CUSTOMER][NEUTRAL] He's talking about, yes, he, I mean, uh, he's in next door, I can go right there and tell him to do this, but when he tried to do it, he couldn't do it either. So using his information, if that means that your system is not working now? what is that means?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, if he is having issues and I can speak with him or he can speak with one of our colleagues as far as trying to set up on the online service in our account.
[CUSTOMER][NEUTRAL] All right, well.
[AGENT][NEUTRAL] To verify his info like his email address, but uh once he has set up on the account, then he can have add more members on there like you or anyone else that is allowed for the group.
[CUSTOMER][NEUTRAL] CKE file in [PII]'s office.
[CUSTOMER][NEUTRAL] OK, so you said that he needs to go in here and so was he, when he's like created a group right there, is that what you mean?
[CUSTOMER][NEUTRAL] Uh, hold on, because I'm here. I just wanna make sure that I can so it said create your OOSC account that's what he needs to go in there.
[AGENT][NEUTRAL] Yes ma'am, uh, select group and then enter his information it's gonna ask for an email address which it will send a confirmation uh number that has to be entered and then set up a password and once that's uh done then he should be able to get an account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And once he's able to get on to the online service center, then he can add more members like yourself onto the site to where you will have to set up to where you'll be able to get onto the system for the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty, I'll make sure that that he does that.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.