AccountId: 011433970860
ContactId: f270c23e-2a36-45b7-8476-a87292a5f1ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2611689 ms
Total Talk Time (AGENT): 1365545 ms
Total Talk Time (CUSTOMER): 824656 ms
Interruptions: 21
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/f270c23e-2a36-45b7-8476-a87292a5f1ff_20250502T12:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm uh trying to log into my account for the first time and um.
[CUSTOMER][NEGATIVE] It's telling me something is wrong.
[AGENT][NEUTRAL] OK, so you're the insured and you're trying to set up your online service center profile, is that correct?
[CUSTOMER][NEUTRAL] I am the employer.
[AGENT][NEUTRAL] OK, so you're the administrator for the group and you're not being able to log in, is that correct? Yes ma'am, well I can certainly try and help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling from Triton Submarines.
[AGENT][NEUTRAL] Thank you. And [PII], what is your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] Um, let's see, it's [PII].
[AGENT][POSITIVE] Thank you. And the group number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 268-883.
[AGENT][NEUTRAL] OK, thank you, [PII]. Give me a moment please to get the group's information pulled up. Then I will have to verify several things with you related to the group for security purposes first, so just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said the group number is 26883, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. So first off, if you could please verify the address for the group.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you. And then,
[AGENT][NEUTRAL] We would have, you're not listed as one of the contacts, [PII], who else would be listed?
[CUSTOMER][NEUTRAL] So originally I was the only contact listed and then we added [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Unless you have [PII], who is our
[AGENT][NEUTRAL] What is [PII]'s last name?
[CUSTOMER][NEUTRAL] She kind of we we
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then there's also one other person listed, but again, I'm sorry, it's not you.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] And what's her last name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] I'm so sorry. What's the last name for [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] How is, how is that spelled?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the primary phone number that we would have for the group?
[CUSTOMER][NEUTRAL] Um, on the application as signed and submitted would have been [PII].
[AGENT][NEUTRAL] OK, so that is
[CUSTOMER][NEUTRAL] If it's been changed since then, I can give you a different number.
[AGENT][NEUTRAL] Yes, ma'am, that is no longer the number that's on file.
[CUSTOMER][NEUTRAL] Alright, so we hosted everything. All right, so the other phone number that it could be [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, and this one is a completely different area code.
[CUSTOMER][NEUTRAL] All right, well, let me try [PII]'s mobile number then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] Which would definitely not be appropriate, but we'll get it all fixed.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright, so how about [PII]?
[AGENT][POSITIVE] OK, thank you. And lastly, the email address for the group as a whole.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] If we've changed everything to [PII]'s personal information, then I'm gonna guess it has been changed to [PII].
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mm, and no, that is not the one we have on file.
[CUSTOMER][NEUTRAL] So if it's the billing address then it could have been changed to accounts payable at [PII] and if we're actually following new procedures it could have been changed to [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, thank you for verifying all of the information. So it is the [PII]
[AGENT][NEUTRAL] OK, so first off, it sounds like that we may need to get some information updated. So the way that will need to happen, um, [PII], is to send an email. We will need either [PII] or [PII], since they are listed as the contacts, to send an email.
[CUSTOMER][NEUTRAL] You know I'm the one that signed the application as the you know plan sponsor the the official plan sponsor, and I don't remember ever signing anything handing it over to anyone else.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I can try. I don't know that I can tell specifically when that occurred, but I will certainly try. Just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like back in February.
[AGENT][NEUTRAL] We must have we received an email from camera.
[AGENT][NEUTRAL] To update the information to what it currently.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the update was supposed to be to update the billing the billing email.
[AGENT][NEUTRAL] It says group contact.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So that's that's where we went wrong. It should have been to update the billing email address to accounts [PII]. That's what the, that's what the request should have been.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so what we will need is another email.
[AGENT][NEUTRAL] Requesting any of the updates to contacts, the phone number.
[AGENT][NEUTRAL] If that email needs to be updated because that's going to be the issue and I can't give you any information, any more information on it, [PII] for security purposes since you're not listed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But the email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Give me just a second because I need to, I need to take notes on all of the different account information pieces of account information I need to provide, so.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure. OK.
[CUSTOMER][NEUTRAL] I can tell from the application itself, let's see.
[CUSTOMER][NEUTRAL] So originally.
[CUSTOMER][NEGATIVE] Looks like the only information that had been provided was.
[CUSTOMER][NEUTRAL] Administrative contact with email address and phone number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then billing contact name but not uh also a billing contact oh they put oh that's where we messed it up OK so the billing email address was actually entered as our mailing address so we just didn't fill this out right to start with.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Goodness gracious.
[AGENT][MIXED] Well, no worries. I mean, it's an easy fix. Unfortunately, I just, you know, I can't, I can't help you with setting up the portal until we can get all of this updated because a lot of that.
[CUSTOMER][NEUTRAL] So that's
[AGENT][NEUTRAL] Has to do with all of that.
[CUSTOMER][NEUTRAL] No, I, I, I understand. I'm not asking you to make any changes, but I don't, I can't see the portal, so I don't know what information I need to provide to you. So there's an administrative contact, there's a billing contact. Are those the only two contacts we can have?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right, OK, so.
[AGENT][NEUTRAL] No, there could be I mean who whomever so there will be like a primary contact who will have to set up the portal and then once that is set up, then they can assign additional users.
[AGENT][NEUTRAL] Within the portal.
[AGENT][NEUTRAL] But to get the information.
[CUSTOMER][NEUTRAL] OK, so I imagine [PII] has probably already set up her information in the portal.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] Let's see, give me.
[CUSTOMER][NEUTRAL] But she is not here today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't necessarily think she should be the primary admin.
[CUSTOMER][NEUTRAL] She should have access, she should be able to administer employee accounts, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't necessarily think she should be the primary.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So if she's already set up as the primary, are we gonna have to wait until she's back to get her to log in and change these things or?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Well, she won't be able to, yeah, she's gonna have to send an email because it won't allow any changes in the portal to that information like the phone number that we need to have on file or the correct email for the primary email associated with the group.
[CUSTOMER][POSITIVE] Just send an email and we'll get it fixed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Or any, you know, additional.
[AGENT][NEUTRAL] The change of the primary contact in the system.
[CUSTOMER][NEGATIVE] I just don't understand how this got so far off track, you know we.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] It's such a mess, it's like I never.
[CUSTOMER][NEUTRAL] I never approved for the changes that have already been made, so you know, is there any way to just object to them like reject them because I didn't authorize it?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Let me see, let me just look and see if I can see.
[CUSTOMER][NEUTRAL] And because the only even the only communications I've received like I'm the one that signed the application and I've got my welcome email from back in the end of January and then I do see some communications where.
[AGENT][NEUTRAL] So who
[CUSTOMER][NEUTRAL] [PII] and [PII] were having some conversations.
[CUSTOMER][NEUTRAL] Wanting to know, add a billing address, a billing email because it looks like we forgot to do that on the application but then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I can't even find where.
[CUSTOMER][NEUTRAL] We even confirmed.
[CUSTOMER][NEGATIVE] Who that would be and then I never received any notifications that there were any changes made to the account or anything it's like this whole thing has been very oddly managed.
[AGENT][NEUTRAL] Yeah, because I can see I'm looking at the application as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you can clearly see out that I'm the one that signed up, right?
[AGENT][NEUTRAL] With a list
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I mean, I see that. Let me
[AGENT][NEUTRAL] But let me see if I can locate.
[CUSTOMER][NEUTRAL] I mean, is there is is there any way that you can use that as a basis for helping me get set up?
[AGENT][NEUTRAL] I can't. No, I'm sorry cause for security, you know, hypothetically, if you had left, we received an email, you know, we have to, the most.
[AGENT][NEUTRAL] The most recent correspondence that would have been received from, and that's why it has to be emailed in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For documentation purposes.
[AGENT][NEUTRAL] Um, that email did come from [PII], so I can just tell you that.
[CUSTOMER][NEUTRAL] Yeah, I, I don't think
[CUSTOMER][NEGATIVE] I would be surprised if the communication was to remove me from the account though like that's not what it says, right?
[AGENT][NEUTRAL] And unfortunately, [PII], I can't, I can't disclose exactly what that email says. I can just tell you that the email was sent from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In February.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] The reason I'm asking that is because if somebody with American Public Life removed me, but [PII] did not request that I be removed from the account, wouldn't that be something that you might be able to fix?
[AGENT][NEUTRAL] Let me read this email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, what I'm going to do, because I, I don't have the ability to.
[AGENT][NEUTRAL] To really look any deeper into it. I can, I can see the email.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So I'm reading that. What I'm gonna do is I'm gonna connect you with someone in our actual billing department, [PII].
[AGENT][POSITIVE] Because the way that I'm looking at it, I think that you should be able.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To be
[AGENT][NEUTRAL] Authorized
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but I would like for them to clarify that since this is really, you know, their specific area.
[CUSTOMER][NEUTRAL] Yeah, I'm
[AGENT][NEUTRAL] And then if
[CUSTOMER][NEUTRAL] I, I would never ask you to do something that's against procedure or that you think you shouldn't, but.
[AGENT][NEUTRAL] Oh, I know. Yeah, sure, and I just can't, yes, I
[AGENT][NEUTRAL] I just can't change it, but I think that based on this wording that it would be fine, but again, because the account as far as the portal goes,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The person who set it up will have to be the person to add any users.
[AGENT][NEUTRAL] We can't do tha[PII] So, um, give me just a moment though and I'm gonna connect you and I'll explain the circumstance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let them know about this emails and they'll pull it up as well and see if we can't get at least some of this straightened out but if the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Again, if any of that contact information or primary phone number, this was, if any of that needs to be changed, then [PII] would just need to send an email.
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And did you say that [PII] is or is not there any longer?
[CUSTOMER][NEUTRAL] Guarantee.
[CUSTOMER][NEUTRAL] So [PII] is a broker, not an employee.
[CUSTOMER][POSITIVE] So like we contract with her to help her to administer our benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, she's with Zervos. Is that [PII]? All right, OK.
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][POSITIVE] Yes, yep.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII]'s benefits group so.
[AGENT][NEUTRAL] All right, so let me look at one more thing before I transfer you.
[CUSTOMER][NEUTRAL] You said that email address that we're gonna need to, we may need the email of [PII]?
[AGENT][POSITIVE] Yes, ma'am. Uh-huh, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes, because, uh, yes, I mean, that is the email. I was just trying to look to see, so I'm not sure.
[AGENT][NEUTRAL] On the primary contact, but I can tell you that it was the phone number, that last phone number you gave me is what we have is the primary number.
[CUSTOMER][NEUTRAL] Yeah, we'll need to fix that so I'll put that in the email just to get started as as just to draft it and.
[AGENT][POSITIVE] Sure, absolutely.
[AGENT][NEUTRAL] OK. Well, if you, OK, and so again, I will connect you so that they can verify as far as your circumstances and discussing things with you, but again, or
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] You know what, something just occurred to me. I'm sorry, can I ask you a question real quick?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would the primary phone number need to be capable of receiving text messages?
[AGENT][NEGATIVE] On the group level, I don't believe so. No, ma'am. I don't think that that's the text.
[CUSTOMER][NEUTRAL] OK, I was just trying to think of a reason why she would have used her personal cell phone number instead of the office number.
[AGENT][NEUTRAL] Yeah, I'm not sure about that.
[CUSTOMER][NEUTRAL] And that like if she needed if she thought she needed to receive a text message it might be that might have been a reason why but OK, never mind.
[AGENT][NEUTRAL] Yes, as far as on the group, you know, like on the personal profiles that you can set up in the online service center for your own personal information, you know, on an individual level, you can opt in for text notification alerts so that, you know, when claims are processed and that type of thing, you would have a notification sent to you, but on the group level, I don't believe that there's ever any text sent.
[AGENT][NEUTRAL] I mean, I don't think that that's an issue, but I, we can confirm that with him with billing as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could possibly help you with, [PII], uh, before I try and connect you with someone in billing?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you so much for calling APL. I hope that you have a very nice day.
[AGENT][POSITIVE] On a good weekend. It's Friday, so yes, and a great and a great weekend too.
[CUSTOMER][POSITIVE] Thank you, you as well.
[CUSTOMER][POSITIVE] Yeah, woohoo.
[AGENT][POSITIVE] Yay, OK. Well, again, it was my pleasure in speaking with you and if you'll give me just a moment, I will get you connected.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[AGENT][POSITIVE] Good morning, my lad. It's [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII] how are you?
[AGENT][POSITIVE] I'm very glad it is Friday.
[CUSTOMER][POSITIVE] Yes ma'am. I can relate.
[AGENT][NEUTRAL] So, I have.
[AGENT][NEUTRAL] Uh, a person who was formerly the contact for a group on the line who was trying to to log into the OSC, she, OK, so first I'll just let me give you the group number and let start out there. 26883 Triton Submarines.
[CUSTOMER][NEUTRAL] OK. Let me pull that up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. 28 26883.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you have who who's on the phone?
[AGENT][NEUTRAL] I have [PII]
[AGENT][NEUTRAL] And her phone number, Malet is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so she was listed as the administrative contact on the master application. I'm looking at it.
[AGENT][NEUTRAL] Then back in February, the uh Tamara Kock.
[AGENT][NEUTRAL] With, um, she's wither benefits.
[AGENT][NEUTRAL] Send an email in which is also imaged and on base.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Asking to update the billing contact and the main contact for Triton.
[AGENT][NEUTRAL] To a [PII] and a [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then she goes on to say [PII] is still at the company, but she is not the person who needs to access the bills, etc.
[AGENT][NEUTRAL] You, you can leave her as the decision maker or replace her with [PII].
[AGENT][NEUTRAL] Well, it looks like we decided to replace her.
[AGENT][NEUTRAL] According to the system now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I've not read that email to her.
[AGENT][NEUTRAL] But I'm transferring her to see if we can still talk to her based on.
[AGENT][NEUTRAL] And she's still the decision leave her as the decision maker.
[AGENT][NEUTRAL] Or it was an and or as the decision maker or.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Well, if anybody's gonna add her on there, um.
[AGENT][NEUTRAL] And I can't even tell based on the OSC who set this up.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Because it just has HR there's no first name or last name.
[AGENT][NEUTRAL] On the, on the OSC rather, sorry, not the hub board, uh, OSC.
[CUSTOMER][NEGATIVE] I know, I hate that.
[AGENT][NEUTRAL] So I have given her, yeah, and she was listed, you know, originally, and she said that she did not make any sign anything or authorize all of that to be done and that, you know, [PII]'s primary, that, that is actually [PII]'s cellphone number that's on EMPL that [PII] number is [PII]'s cell phone number.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So she's gonna email into the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we just need to verify if she's, because according to this email, you know, we can still talk to her.
[AGENT][NEUTRAL] Leave her as decision I mean she's the decision maker.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I can't add her on the OSC [PII] would have to do that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] If that's who set that up, I can't even tell who.
[CUSTOMER][NEUTRAL] So what did she need?
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I mean, but.
[AGENT][NEUTRAL] Is, can she be added in notes as still being able to be able to be talked to you if she calls in?
[CUSTOMER][NEUTRAL] If, if, yeah, whenever they send that in, yeah, I know, right?
[AGENT][NEGATIVE] What a mess.
[AGENT][NEUTRAL] Because it's already in an email.
[CUSTOMER][NEUTRAL] When they send that in, yeah.
[AGENT][NEUTRAL] Oh well, it's already in one email that we can leave her as the decision maker or replace her.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So can we just add her back like her name?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In Lion, are you at her name back in Lion?
[AGENT][NEUTRAL] And I've already explained to her that whoever set up the OSC will be the one that has to add her as a user, but I just don't know who that is.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And based on what I'm looking at, I can't tell that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Right. Mm.
[CUSTOMER][NEUTRAL] I don't know. But what is she needing?
[AGENT][NEUTRAL] She was needing to try to log into the OSC.
[AGENT][NEUTRAL] And she needs to know if we can still talk to her, if she can be added back. I mean.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And again, I didn't read that email to her, but
[AGENT][NEUTRAL] From what I'm unders.
[CUSTOMER][NEGATIVE] I don't see why we couldn't according to this, I mean according to this.
[AGENT][NEUTRAL] So can you let her know that we'll add her back, but at the OSC, you know,
[AGENT][NEUTRAL] Whoever set that up? Well, I, and I didn't know if you could tell who added her, but I didn't, I mean, who set up that OSC but I can't. I can just see that it looks like.
[AGENT][NEUTRAL] [PII]'s cell phones tied to it, but there's no name.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I mean, yeah, I don't mind telling her. I mean, I'm gonna tell her the same thing you would have.
[CUSTOMER][NEUTRAL] The same thing you discovered, I mean that's the only thing.
[AGENT][NEUTRAL] But I can't, see, I can't, yeah, but I can't add her name is what I'm saying. We can't do that.
[CUSTOMER][NEUTRAL] That's fine. That's fine. I don't have a problem with that. Not at all.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so just, just that part really.
[CUSTOMER][NEUTRAL] Because I mean according to this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I mean, I would say that, yeah.
[AGENT][NEUTRAL] And she was on the master. So I don't know, I didn't tell her this, but maybe you would want to tell her this and what, you know, since [PII] is the one that he sent that email, she may wanna reach out to her as well.
[AGENT][NEUTRAL] Or do you just wanna add her name?
[AGENT][NEUTRAL] I make a note about that email and I will let her know that we're adding her name as a contact for the group, but to reach out to [PII], I can tell her that.
[CUSTOMER][NEUTRAL] We can do that. I mean, I think that would be best instead of her being transferred back and forth, you know, um, but according to this, and I'm gonna put on there see notes.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And see email image and on base.
[CUSTOMER][NEUTRAL] No, yeah, yeah.
[AGENT][NEUTRAL] And I'm gonna also include that, but I'm, that's what I'm gonna tell her. I'm just gonna tell her that I spoke with someone in our billing department and her name is being added back as an authorized contact for the group. However, she still needs to do all that other stuff I've already told her about.
[CUSTOMER][POSITIVE] Yeah, I'm gonna do uh I'm gonna do that.
[CUSTOMER][POSITIVE] Right, right. Better safe than sorry to cover us all.
[AGENT][NEUTRAL] And reach out to [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yup. OK, Meet. Well, that's just what I wanted to verify, to have somebody else look at that email and.
[CUSTOMER][NEUTRAL] And then it's
[CUSTOMER][POSITIVE] Yeah, I agree with you.
[AGENT][NEUTRAL] OK. All right. Well, you are, you're the best. I don't need to transfer. I'm just gonna let her know that.
[CUSTOMER][NEUTRAL] On that.
[AGENT][NEUTRAL] That you're getting her a.
[CUSTOMER][POSITIVE] Thank you, dear. Is there anything else?
[AGENT][NEUTRAL] No, ma'am, you have helped me. You just, I just wanted you, like I said, really just to look at the verbiage in that email, um.
[CUSTOMER][POSITIVE] I agree.
[AGENT][NEUTRAL] Because it was leave as decision maker or so if we could leave her and if you'll just add her back in, that'd be great.
[CUSTOMER][POSITIVE] Alrighty dear.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I can do that.
[AGENT][POSITIVE] Thank you so much, Meet. Have a great weekend if I don't talk to you again.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You as well. Thank you. All right, bye-bye.
[AGENT][NEUTRAL] OK, alright, bye bye.
[AGENT][NEUTRAL] Hey [PII], this is still [PII]. OK, so I have just spoken to someone in the billing department. I'm not gonna transfer you because there's not any need. So they looked at the email that I looked at. We're gonna add you back as one of the contact names for the group in the system overall.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] But that email is still gonna need to be sent. You may even wanna reach out to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since she's the one who had sent in that request for the change.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then as far as the online service center, whomever set that up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Possibly [PII].
[AGENT][NEUTRAL] Then she will need to be the one that will have to add you as a user in the OSC because we can't do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that's not gonna happen today then because she is convalescing.
[AGENT][POSITIVE] Oh goodness. I'm sorry.
[CUSTOMER][NEUTRAL] That's why I'm on the that's why I'm taking care of this is because uh I'm supposed to be perfectly capable of taking care of everything but apparently we've taken that away from me, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Um, and I'm so sorry. I'm so sorry, but yes, the person that
[CUSTOMER][NEGATIVE] That's right. I'm sure she didn't realize that's what she was doing at the time because it's definitely not the goal.
[AGENT][NEUTRAL] No, I mean, right, right, um, but yes, so that's so.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So I won't be able to go in there and sign up as a new user right? even though they're gonna add me back to the account I won't be able to do that we have to wait for [PII].
[AGENT][NEGATIVE] No, you will not. Correct.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Correct. If she, and it appears that just based on the information, I can see it's tied to that, it was [PII] who created that account for the group.
[CUSTOMER][NEUTRAL] All right, well.
[CUSTOMER][NEUTRAL] Yeah, that would make sense that would make sense. OK, so let me ask this then so once [PII] gets back in the office and she logs in, is she gonna be able to fix everything?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] She can add me, we can add [PII], we'll be able to.
[AGENT][NEUTRAL] She can add you as a user, yes, there's other users already. I can't, I can't disclose that, but there's already, she's already assigned additional users, but yes, she would be the one to do that. The email will still need to be sent to care team to update, you know, any other information as far as phone number.
[CUSTOMER][NEUTRAL] That's OK. That's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or the email needs to be different than what we verified, you know, anything like that will have to be sent in an email just like the one [PII] sent requesting the change.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Is that just for like the company profile needs to have an email sent?
[CUSTOMER][NEUTRAL] But then all of the other user information can be managed like [PII] can fix that?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, as far as the portal goes. Yes, now, yes, because we're gonna get your name just added back like we have with [PII] and [PII] as far as calling in and verifying information and that type of thing and verbally, you know, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So for any access in the online service center.
[AGENT][NEUTRAL] If [PII] is he set that up, she is the one who will have to manage that portion of it and assign.
[CUSTOMER][NEUTRAL] OK, well let me ask you this because [PII]'s here.
[AGENT][NEUTRAL] You access.
[CUSTOMER][NEUTRAL] Can I if if I call [PII] in here, can you talk with [PII] about her accent?
[AGENT][NEUTRAL] But [PII] didn't.
[AGENT][NEUTRAL] Well she she didn't set it up so I can't.
[AGENT][NEUTRAL] I mean, she's not gonna be able to add you.
[CUSTOMER][NEUTRAL] Well, no, so, I'm, I'm sorry. Let me, let me back way up. So [PII] has a bill.
[AGENT][NEUTRAL] She would just sign in with her information.
[CUSTOMER][NEUTRAL] So [PII] can sign in with her information?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] OK, I don't know that she knows that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, yes, she would because she
[CUSTOMER][NEUTRAL] OK, so [PII] did they did add [PII], so.
[AGENT][NEUTRAL] It looks like it's not, and it
[CUSTOMER][NEUTRAL] Hang on, let me do you mind if I grab [PII] real quick just so, so she can confirm her details?
[AGENT][NEUTRAL] Sure, but it looks like her profile is not completely set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] While you're doing that, I'm gonna place you on a hold, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I've been on this call for 40 minutes.
[AGENT][NEUTRAL] There's another user [PII].
[AGENT][NEUTRAL] That is, it says in the OSC that her uh status is pending active. What does that mean? Because she is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Yeah, I know and she knows that but she's wanting me to help so [PII] can log in so they can do because [PII] is out today.
[AGENT][NEGATIVE] They're, they're trying to do, I don't know if it's pay their bills. She hasn't even said that much. She was trying to call, she initially called her trying to set up a profile, which obviously she can't. So as a new user, obviously, but [PII].
[AGENT][NEUTRAL] I mean, I can't.
[AGENT][NEUTRAL] So what's the username for [PII]?
[AGENT][NEUTRAL] If she don't know it.
[AGENT][NEUTRAL] I know [PII]'s gonna get on the phone. Yeah, [PII]'s gonna get on the phone. I'm just trying to figure out how to help them without spending another 30 minutes.
[AGENT][POSITIVE] OK. That's what's, OK, I see that. So that's what she would, and then, OK. All right. Thank you so much. OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I mean this is ridiculous. I mean we're the care team, you know, I mean it's a hard call because you know there's only one person on the phone and.
[AGENT][NEGATIVE] And we're taking 80, I mean we're taking, you know, each of us takes 50 to 60 calls a day, so this is not ideal.
[AGENT][NEUTRAL] Well, no, I'm not, I called you through teams. I'm gonna see if I can quickly help them and, you know, it, it's just, it is what it is. This, that's how they want us to do it, not transfer calls for further assistance and send all these tickets, then, you know, just.
[AGENT][NEUTRAL] I can only take 5 calls a day.
[AGENT][NEGATIVE] But no.
[AGENT][NEGATIVE] Right, so let me just, yeah, if I can't help her, I mean, I'll just have to transfer to the keys, so you probably won't even get them.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Alright, Male, well, let me get back on the line with him. Thank you.
[AGENT][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, yes, I am.
[AGENT][NEUTRAL] OK. And [PII], is [PII] with you?
[CUSTOMER][NEUTRAL] [PII], can you step in here for a second please please? She's right around the corner here she comes.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][NEUTRAL] I'm well how are you?
[AGENT][POSITIVE] I'm doing fine, thank you. So, you have been
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Authorized in the online service center partially, but it doesn't look like your account is fully set up. So I need for you to please verify your email address for me.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. And the phone number that we would have that's been put into the system for you.
[CUSTOMER][NEUTRAL] Hopefully it's my direct line which is [PII].
[AGENT][NEUTRAL] And that is not it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that is the one that is on file. So when you
[CUSTOMER][NEUTRAL] That is the main, that is the main line um if someone answers that you will get, you can ask for me, but the direct line may be a better option.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I can't change that. Um, that is what was used in.
[CUSTOMER][NEUTRAL] OK, that's fine so can [PII] change that or does it have to go to the care team?
[AGENT][NEUTRAL] No, we can't change what's in the online service center. That would have to be a sharing thing. Now, [PII], you can try to sign in because your account, it looks like it's still pending as active, so it's like it's not fully set up.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] OK, so I'm looking at the at the new user log in like the information so we have the group number, zip code, the phone number.
[AGENT][NEUTRAL] You could
[AGENT][NEGATIVE] But you're not gonna be right, but you're not gonna be a new user, so you're just gonna go to the sign in you can't do it as a new user. Mhm.
[CUSTOMER][NEUTRAL] Oh, just a log in OK.
[CUSTOMER][NEUTRAL] OK, and then.
[AGENT][NEUTRAL] And then [PII], your username, do you remember what?
[AGENT][NEUTRAL] was set up for that.
[CUSTOMER][NEGATIVE] I've never I've never received it, I've never been I've never been able to log in ever never got a welcome email or any.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Yeah, well, the username.
[CUSTOMER][NEGATIVE] Yeah, I had her search your email for [PII] and she never received anything for it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the phone number is that the main number that's tied to it, but your username [PII] is just your first name with the [PII] capitalized.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is what was assigned by.
[AGENT][NEUTRAL] So I'm assuming [PII].
[CUSTOMER][NEUTRAL] And then who did?
[CUSTOMER][NEUTRAL] Is there uh a password?
[AGENT][NEUTRAL] Again, this looks like it's pending, so it doesn't appear that it was ever completely set up. And if we're not able to walk through where you can finish setting it up, then once [PII] comes back, she will have to go in and finish adding any additional information. Try putting in your first name.
[AGENT][NEUTRAL] As the user name and then just do the forgot password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see if that will, and then you will need to use your work email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that primary number is what's listed for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 994435.
[CUSTOMER][NEUTRAL] Do a standard one.
[CUSTOMER][NEUTRAL] That one would be too hard to remember.
[CUSTOMER][NEUTRAL] Um, it's gotta be at least 8 characters.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] Oh and I can change it.
[AGENT][NEUTRAL] And I believe that the same is applicable for the uh group level.
[CUSTOMER][NEUTRAL] 9015
[AGENT][NEUTRAL] Password, as far as it does have to be a minimum of 8 characters. It should, I, I think it would tell you, I know it tells you on the individual level, but what the characters have to consist of. So it's upper and lower case letters, a number, and at least one special character, and the special character cannot be a hashtag mark.
[CUSTOMER][NEUTRAL] I don't know if
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Period.
[CUSTOMER][NEUTRAL] Oh, at least 3 is not an exclamation point.
[CUSTOMER][NEUTRAL] OK, we're figuring that out right now, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can go in and change it I'm not.
[CUSTOMER][NEUTRAL] Must differ from the last six passwords by at least one character and cannot contain the username. I know that's so weird, right? um the company name.
[CUSTOMER][NEUTRAL] 9015 exclamation.
[CUSTOMER][POSITIVE] I did capitalized trading too OK.
[CUSTOMER][NEUTRAL] Again, it should be something I can go in.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I won't, I won't remember it, yeah, yours are always way more complicated actually you're the suggested ones for like what yours are like.
[CUSTOMER][NEUTRAL] Yeah, but I use a generator, so I, yeah.
[CUSTOMER][NEUTRAL] OK, OK, now let's try it again and see.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, so because she's logging in for the first time now it's asking her to create her account.
[CUSTOMER][NEUTRAL] Does that sound right?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It's asking her to create her account.
[CUSTOMER][NEUTRAL] It says create your account and it it has you know her username populated but now it's asking for the password first name last name primary phone text message phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And then
[CUSTOMER][POSITIVE] It definitely knew who I was my name, my last name. It definitely knows who she is.
[AGENT][NEUTRAL] And, and I don't know.
[AGENT][NEUTRAL] OK. All right, so just, I mean move forward with that because honestly I, I'm not 100% sure on those questions.
[AGENT][NEUTRAL] Related to that but one number will definitely need to be that's the main number for the group. She can try adding a different number also for the text to see if it will allow her to do that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So I just
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] up to you how you wanna
[CUSTOMER][NEUTRAL] Well, if you wanna leave that one and then put my actual cell phone number in [PII].
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] So leave it like that for now, yeah, because I don't want it to jeopard. I mean, yeah, I don't, you can always go back and try and change the other number later got it alright.
[CUSTOMER][NEUTRAL] Because now if I get locked out I'm assuming it'll text me oh look we're in.
[CUSTOMER][NEGATIVE] You don't pay
[CUSTOMER][POSITIVE] All right, we're on.
[CUSTOMER][POSITIVE] Alright, I think this is actually gonna get us to where we need to be for today and then we'll handle the rest when uh [PII] gets back.
[AGENT][POSITIVE] OK, well, excellent then. OK.
[AGENT][NEUTRAL] So is there any
[CUSTOMER][POSITIVE] [PII], thank you. You've been very helpful today.
[AGENT][POSITIVE] Well you, well, it was my pleasure. I'm glad that we were able to resolve, uh, at least some of it and that y'all are able to at least get into the portal for today.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So yeah, so anyway, for you.
[CUSTOMER][POSITIVE] All right well thank you very much. I hope uh I hope you have a wonderful Friday.
[AGENT][POSITIVE] Oh, I hope you both have a wonderful Friday and a great weekend as well. Is there anything else that I could help you all with this morning?
[CUSTOMER][NEUTRAL] No thank you so much thank you.
[AGENT][POSITIVE] Well, well, you're very, very, very welcome. And again, thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Alright, bye bye.