AccountId: 011433970860
ContactId: ef4740f2-4297-4533-a78b-655c2662f364
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 810320 ms
Total Talk Time (AGENT): 260263 ms
Total Talk Time (CUSTOMER): 396030 ms
Interruptions: 8
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/ef4740f2-4297-4533-a78b-655c2662f364_20250605T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I work with Ream Benefits in [PII].
[CUSTOMER][NEGATIVE] And I got the link uh the other day to set up a new user ID and password in the new OSC underre benefits um I went in, did everything that I'm supposed to do it came up with the message that said uh verify your email which I did. I got the code, put it in and it took me back to the login page and now I just keep going in circles it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Oh, no. OK.
[CUSTOMER][NEUTRAL] I can, I
[AGENT][NEUTRAL] Alright, let me pull up your account real quick. Give me just a second, sorry.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] How do you spell your last name? I know I've seen your name, but.
[AGENT][NEUTRAL] Like
[CUSTOMER][POSITIVE] That's all right. [PII]
[AGENT][NEUTRAL] OK, that's what I started this, that's how I started to spell it. Then I was like, well I'm not right, OK.
[AGENT][NEUTRAL] Now let's see do do do do do.
[AGENT][NEUTRAL] So are you an actual agent or you just, do you work in the office for forre benefits?
[CUSTOMER][NEUTRAL] I work for [PII] for Ream Benefits, yes.
[AGENT][NEUTRAL] OK, got you. OK, so.
[AGENT][NEUTRAL] OK, so let me pull up [PII] because I think he has to give you access, so hang on just a second.
[CUSTOMER][NEUTRAL] But I think he did, so the email, the, yeah, the email that I got said Ream Benefits has added you as an authorized user. Follow the instructions complete the set up.
[AGENT][NEUTRAL] You think you did? OK. OK.
[AGENT][NEUTRAL] Go.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so when you put your email address in there, let me, because you used to have access, didn't you? Hang on just a second, under the old system, so do you remember what your username was under the old system?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Number 1, OK, let me just go look at that account. Give me just a second.
[AGENT][NEUTRAL] Can you spell [PII] last name for me? I would spell it wrong.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEGATIVE] That's I that's what always throws me off. I don't know why. OK, I always, I always wanna put that a.
[CUSTOMER][NEUTRAL] Yeah, you have to remember I always do you have to remember the I before E except after C.
[AGENT][NEUTRAL] Yeah, after after C like an A.
[AGENT][NEUTRAL] Yeah, yeah. Gotcha, gotcha. OK.
[CUSTOMER][NEUTRAL] We gotta pretend we're in 3rd grade again.
[AGENT][POSITIVE] I know craziness, it's so funny. Alright, let's see agent 10, let me pull this.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, yeah, [PII] [PII]. So on that one you had [PII]. Um, so do you know, do you have one login or have you logged in under we use this email under any other account?
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] With him, you know.
[CUSTOMER][NEUTRAL] No, I do have, I do have personal benefits with APL, so I logged in there under my personal email, but here the only, the only one that I've ever used is that [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] OK, and it's not gonna take that one, so he set you up, you got the link, you're trying to log in so um let's try, is that the only way you accessed it was through the link?
[CUSTOMER][NEUTRAL] Yes, well, no, if I, if, if I go if I go to the login, welcome to the online service center and I hit log in and I put in my email address.
[AGENT][NEUTRAL] OK, let's try, let's, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, sign in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] The, I, I, it works just fine.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, and it says your email needs to be verified.
[AGENT][NEUTRAL] OK, so you can get past the screen where you have to add your email and all of that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right now here's one question. I left the password the same as it was with the old site does that need to change?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I would change it, I would change it just to be safe because everything is completely just revamped, yeah.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, so let me
[CUSTOMER][POSITIVE] All right, let me, let me go in and try that because I that was the next thing I was gonna do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now it says send the verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] If I move away from this screen to go to my email screen, it kicks out from here so let me see if I can pick it up on my phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not coming through.
[CUSTOMER][NEUTRAL] And when I click away.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To go back to my email?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I get back all I all I have is welcome to the online service center and the log in is just circle circle circling and the spot to put my verification code doesn't exist.
[AGENT][NEGATIVE] Oh my gosh, are you serious? So you can't even get to the screen, so it's just circling and you can't even put the pin number in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Oh my gosh, OK, that's a new one.
[CUSTOMER][NEUTRAL] And when I, when I originally set up, yeah, when I origina[PII] set this up, let me try this again, let me try to forget the password again changes may not be saved OK when I originally set this up, I, it said, you know, you need to verify your email which I did. I got the code.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, on that original set up, but now I'm just stuck in that mode if I can't get past that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, let me try another code.
[CUSTOMER][NEUTRAL] And see what happens.
[CUSTOMER][NEUTRAL] Because I said I'm gonna change my password.
[CUSTOMER][NEUTRAL] And I won't go away from this screen, you know, like to flip between the tabs to go to my email tab when I, when I, when I go back to it, it's there's no spot to put the code in except let me just sit here for a minute and see if it forwards to my to my cell phone.
[AGENT][NEUTRAL] Yeah, uh-huh, yeah.
[CUSTOMER][NEUTRAL] Let me try that.
[CUSTOMER][POSITIVE] OK, now I got a new one, hang on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now it says email address verified you can now continue and then it says change email or I'm gonna continue. Let me do that please wait my new password is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please wait while we process and it takes me back to the login screen.
[CUSTOMER][NEGATIVE] Now I'm gonna log in again and ask me for money.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Verification is necessary.
[CUSTOMER][NEUTRAL] Please click the send button.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm gonna hit the verification code again.
[AGENT][NEUTRAL] Yeah, the two factor authentication is crazy, yes, mhm. So is that gonna, OK, and that takes you to the next screen.
[CUSTOMER][NEUTRAL] And I'm back
[AGENT][NEUTRAL] You have to have another pen again, right?
[CUSTOMER][NEUTRAL] No, I'm
[CUSTOMER][NEUTRAL] I got it now I'm waiting for the other pin to come through on my cell phone because I click over to my email address.
[AGENT][NEUTRAL] OK. OK. Yeah.
[AGENT][NEUTRAL] Yeah, don't click. Yeah, don't click off of it. I think it's right, yeah, I understand.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] Well, well, how in the world would I do that if I didn't have a cell phone that is forwarded to?
[AGENT][NEUTRAL] Yeah, I don't know. I'm gonna report that because if you're, I don't understand if you're clicking off that page, I guess it's like, oh, you're off the page. I don't know if it's a security thing or what, so I'll ask because, yeah, if you're on a laptop, you can't, that's something you can only work off that one screen.
[AGENT][NEUTRAL] I'll ask because nobody, no, I haven't seen heard anybody report that yet so I'm gonna ask on that one. I'll report that. I just wanna make sure you can actually get in though.
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I have so many of these because it keeps coming back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, hang on, let me see if I get another one.
[CUSTOMER][NEUTRAL] Some of the some of the codes come through right away and then others of them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Slow.
[CUSTOMER][NEGATIVE] Not so much, see, I'm still not getting it.
[AGENT][NEUTRAL] OK, I'm gonna report.
[AGENT][NEUTRAL] I'm gonna report that to you low enough on pin.
[CUSTOMER][NEGATIVE] Yup, still not getting it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then if I hit the send the new code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the code pops up, then it says code has expired, so I've I've been down that path.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Because it took too long for it to come through to you, so then it's expired and then you're having to get another one.
[CUSTOMER][NEUTRAL] That's right, that's right, because I have to wait till it forwards to my cell phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] This is good feedback.
[CUSTOMER][NEUTRAL] OK, let me try this. Hang on one second. Let me just try this. Let me see if I can minimize this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then go to my email.
[CUSTOMER][NEUTRAL] Nope, I still don't have one because the last one I got was that 306.
[CUSTOMER][NEUTRAL] OK, now let me go back and see if I can maximize this. Let me see if I can find it again. Oh, you know what that did work.
[CUSTOMER][POSITIVE] Uh, that did work. I minimized that screen.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The login screen where I'm waiting to to do the the code. OK, before I clicked over to the email I I had to minimize it.
[AGENT][NEUTRAL] Oh, OK. Gotcha. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that did did work so I was able to get that back up but I am still not getting the code so let me send a new code.
[CUSTOMER][NEUTRAL] Verification.
[CUSTOMER][NEUTRAL] All right, let's see what I get.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And all I wanna do is go in and terminate somebody, so I think I'm gonna have to send it to the service center.
[CUSTOMER][NEUTRAL] But I do need to be able to get in here. OK, here's my follow up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] OK, I think that's gonna be it so hang on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Then continued
[CUSTOMER][NEUTRAL] And I'm oh now I have a dashboard so maybe changing that.
[CUSTOMER][NEUTRAL] Password.
[CUSTOMER][NEUTRAL] was the key because I, I hadn't changed that.
[AGENT][NEUTRAL] So you got the pan. Oh, you think you got it? How did you get in?
[CUSTOMER][NEUTRAL] So we might have fixed
[CUSTOMER][NEUTRAL] It looks like I've got it now I need to figure out how the.
[CUSTOMER][POSITIVE] How it works but uh yes, I believe I have it.
[AGENT][NEUTRAL] OK, do you need it, do you need me to send you a user guide that kinda show you how to navigate?
[AGENT][NEUTRAL] Do you want me to email you what? OK.
[CUSTOMER][NEUTRAL] Uh, that wouldn't hurt.
[CUSTOMER][POSITIVE] Yeah, that wouldn't hurt.
[AGENT][NEUTRAL] OK, let's see, it's [PII]. What's your email address or do you want me to send it to that one that you gave me? Did he? No, that's a different, OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII], yeah.
[AGENT][POSITIVE] Yeah, yeah, OK, I'll send you like the user guide too that helps you navigate through there and if you have any questions or anything just let us know, but I'm glad you got in, yeah, that makes me happy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Was there anything else? OK.
[CUSTOMER][NEUTRAL] OK doke. No bye.
[AGENT][POSITIVE] All right. Bye. Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank