AccountId: 011433970860
ContactId: ef187b57-8c9d-4ac3-9a79-c86ce09f8931
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575659 ms
Total Talk Time (AGENT): 246931 ms
Total Talk Time (CUSTOMER): 217260 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ef187b57-8c9d-4ac3-9a79-c86ce09f8931_20250604T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, I'm calling because I guess I believe that um APL has changed our website access.
[CUSTOMER][NEGATIVE] Um, and I don't have access anymore, and I'm trying to, I tried to put my email but it says it doesn't recognize my email, and I was wondering if you can help me. This is for a group.
[AGENT][NEUTRAL] OK. Um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], um, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the group number?
[CUSTOMER][NEUTRAL] 26852
[AGENT][NEUTRAL] Alright, give me just a moment while I look that up.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And [PII], can I get you to verify your email?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. I can spell that out for you if you like.
[AGENT][NEUTRAL] Um, yes, go ahead because we'll need to verify that we got all of the spelling correct. Um, so can I go ahead and get that verified?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No problem. So it's Genesis [PII] Oh, I'm sorry, no, uh restaurant. It should be Canaria's restaurants, R E S T A U R N T dot com.
[AGENT][NEUTRAL] OK, and um can you verify the address for me and the phone number that we have on file?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII] phone number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like everything that we have is correct. Um, what you'll do, we launched a new um online portal account.
[AGENT][NEUTRAL] So you will need to reset up an account. I haven't heard of anyone who had an account previously. Most things got pulled over, um, so you shouldn't need to enter everything else in. Um, I've had some people say that their, their banking statements did transfer over. I've had some say that it hasn't transferred over, but you will need to um set up a new account using all the information that you provided with me today that I uh just verified with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you'll go to the same site, secured. [PII].
[AGENT][NEUTRAL] And you'll click create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see it, OK.
[AGENT][NEUTRAL] And you'll click group. Mhm.
[CUSTOMER][NEUTRAL] And then, next. OK, and I will put those details.
[AGENT][NEUTRAL] Yes, and you'll put all of the information that we just um we just verified today.
[AGENT][NEUTRAL] So it should work. Mhm.
[CUSTOMER][NEUTRAL] OK, and I have a secondary, I have a secondary user in APO. Would I have to recreate her access as well, or was or how would I go about that?
[AGENT][NEUTRAL] Yes, so once you get your account set up, you'll go to your dashboard and there should be a uh.
[AGENT][NEUTRAL] A tab that says manage users you'll put her name and some information in there and it will send her an email um to to create her account.
[AGENT][NEUTRAL] Once you log in you'll no longer need a username, the username will be the email address um it will ask for a display name that is more so for your benefits so that you know who is who, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's just to show who has access to the account um I suggest making one where you know who it is like 1st 1st initial last name or something like that um but you're not gonna need it to log in anymore.
[AGENT][NEUTRAL] Uh, it will ask for a verification code every time you log in. If you don't get that verification code, you'll want to check your spam, um, because sometimes it gets there, but because of all of the, the information that we have, that's just an added step of security that now we have a verification code every time you log in. But yes, you will re-add her, um, yeah, you should be able to re-add her pretty easily.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. I am doing so right now I'm creating the account as we speak.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And when it gets to asking you to verify your um email address, unless you've gotten past that already, um, it's helpful to note that you'll want to verify your address. You've already done it.
[CUSTOMER][NEUTRAL] I did. I
[CUSTOMER][NEUTRAL] Yeah, I passed all of it. I just, um, created, I just created.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK good I just wanted to make sure.
[CUSTOMER][NEUTRAL] I'm gonna try to log in now. It shows my email address and it'll show like I have to verify my email address and.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let's see if I got the code.
[CUSTOMER][NEUTRAL] Let me see if I'll get another call.
[CUSTOMER][NEUTRAL] There it goes.
[CUSTOMER][POSITIVE] Perfect, it has logged me in.
[AGENT][POSITIVE] Oh great.
[CUSTOMER][POSITIVE] All like managing places. Oh wow, the portal looks nicer file up claim.
[CUSTOMER][NEUTRAL] Alright, and then to create the secondary manage users manage users.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then I would add the right and let me just quickly go to the dashboard.
[CUSTOMER][NEUTRAL] And in the dashboard I'm going to supposed to see the invoices correct?
[AGENT][NEUTRAL] Yes, if you click on let me see what it looks like on your end.
[CUSTOMER][NEUTRAL] Yes, because I, I just see like my broker start a claim.
[CUSTOMER][NEUTRAL] Oh there it goes. It just started popping up the rest of the information. OK, so it shows this.
[AGENT][NEUTRAL] OK, yeah, you'll want to give it a second depending on how much information you have on the you'll go to manage users in my group or if you go if you click on my group, it'll have group details, invoicing, and employees, um, and if you're needing to include banking information, you'll go to the top right corner.
[AGENT][NEUTRAL] And it'll have, I think your um initials, you'll click it.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And you'll go to details or my profile, and you should be able to include.
[CUSTOMER][NEUTRAL] Yes, I see my banking details are still there. It, it does, it did transfer over.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me go back to my group and go to the invoices. I wanna see, so the invoicing, I'm gonna give it a second because nothing has popped up for invoices yet.
[AGENT][NEUTRAL] Yeah, depending on how many you have, um, it could take a while. I, I would give it 30 seconds to 1 minute, um, depending on how many you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. Yes, it has popped up.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] It has popped up. You wanna submit the invoice and then I could click the invoice.
[CUSTOMER][NEUTRAL] Action required after reviewing, please submit the invoices to complete the process.
[CUSTOMER][NEUTRAL] And here's where we would see if we.
[CUSTOMER][NEUTRAL] If we wanted to.
[CUSTOMER][NEUTRAL] Put an employee inactive, is there a way to do so here, or would you have to send it to the brokers?
[AGENT][NEUTRAL] Um, you'll still want to send an email to uh.
[AGENT][NEUTRAL] Uh, you might want to send it to your broker or you can send it to [PII]. Um, you should be able to, um, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, yes, it was you, if you click on it, it lets me adjust the amount if necessary.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, you should be able to um add new employees and remove employees.
[CUSTOMER][POSITIVE] Alright, perfect. So I guess I see everything and I think that the access is good, everything seems to be running normal.
[AGENT][POSITIVE] Alright, that's great. If there's nothing else, uh, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You as well. Take care.
[AGENT][NEUTRAL] Alright, bye.