AccountId: 011433970860
ContactId: f46c2276-ba5a-4223-8a30-bf4c04d9f9df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330119 ms
Total Talk Time (AGENT): 174940 ms
Total Talk Time (CUSTOMER): 96894 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/f46c2276-ba5a-4223-8a30-bf4c04d9f9df_20250612T13:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Phoenix American and um I'm having trouble logging into, I'm an administrator and I'm having trouble logging into our account to download the invoice. Um, I don't know if something changed last month, but for some reason I'm not able to log in and I put, you know, I went ahead and put my email address in and selected forgot password and it's saying that my email's not on file, so I don't know what's going on.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, so we launched our website about 2-3 weeks ago. Um, have you created a new account on the new website yet?
[CUSTOMER][NEUTRAL] No, I don't think I have. Can you share that new website with me?
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] So you'll just um on the online service center where you let's just go to the main webpage. Um, can you go to [PII]?
[CUSTOMER][NEUTRAL] OK, I'm in there.
[AGENT][NEUTRAL] All right, and then to the top right, you'll see sign up.
[AGENT][NEUTRAL] Might say sign in.
[CUSTOMER][NEUTRAL] Sign in OK.
[AGENT][NEUTRAL] And then that will take you straight to the online service center. You're gonna click on create OSC profile.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your group?
[AGENT][NEUTRAL] And what is your group number just so I can log in on my oh not log in but pull your phone.
[CUSTOMER][NEUTRAL] Um, would that be on my, it's [PII].
[AGENT][NEUTRAL] Thank you. So you can follow up. Well, let me ask you this. You said you are the admin, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, good. So you'll follow those prompts. The new system.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I'm sorry, go ahead.
[AGENT][NEUTRAL] The new system requires the email versus the old, which requires the username or password. So once you enter your email address, it will link both of the accounts together.
[CUSTOMER][NEUTRAL] It's saying you'll use my user I guess my email's not on file because it's telling me that it's not found. Let me try our HR email and see if that works.
[AGENT][NEUTRAL] Well, well, hold on, hold on, hold on. So it might not be you because the, the, the system is having some issues. So first, let me go ahead and verify you and then I can um assist you further. May I, can you repeat your first and last name for me?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and um you already gave me the group number. Hold on one moment.
[AGENT][NEUTRAL] And what is the name of the group?
[CUSTOMER][NEUTRAL] Phoenix American Warranty Companies.
[AGENT][NEUTRAL] OK, hold on one second, just wanted to make sure I was in the right place.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's 16163.
[AGENT][NEUTRAL] OK, so you've already given me the name. Can you verify the group address, your email address, and phone number?
[CUSTOMER][NEUTRAL] Sure, the address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] All right, and then what's the um best contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. All the information provided is a verification of benefits, not a guarantee of payment. Is [PII] still with the company?
[CUSTOMER][NEUTRAL] Yes she is she's our CFO.
[AGENT][NEUTRAL] OK, so [PII] is listed as the admin on the account. So since this is the first time since the new system, she's the only one that's going to be able to create that initial account with her email. And then once she has created it for the group or is created for the group, she doesn't have to be the person, it just needs to be her information. Um, once it's created for the group, then you go in and add users, which is where you come in or any other person that they want to have access for the group.
[CUSTOMER][NEUTRAL] OK, um, can I just put her email address in or does it see if it'll let me just put her address in?
[AGENT][NEUTRAL] In the meantime,
[AGENT][NEUTRAL] Um, for signing up, it's gonna ask for her for her email address, yes, because that's the one that's on here for the main.
[CUSTOMER][NEUTRAL] I might ask her for
[AGENT][NEUTRAL] Um, group email.
[CUSTOMER][NEUTRAL] Yeah, and that's gonna ask for verification code. OK, I'll wait for her then. She's at a doctor's appointment right now, but I'll wait for her to do it then.
[AGENT][NEUTRAL] OK, and in the meantime, did you want me to send you over a copy of the invoice?
[CUSTOMER][POSITIVE] Yes, if you can that'd be great.
[AGENT][NEUTRAL] Sure, and you were just needing June or did you need others as well?
[CUSTOMER][NEUTRAL] Just June.
[AGENT][NEUTRAL] Just June? OK. And you want me to email it to the email address you just verified [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. So I will go ahead and email the June invoice to you now and then once [PII] comes in, or you know, and you guys go through the steps, then you should be able to get in and then she'll be able to add you as like a managed user.
[CUSTOMER][POSITIVE] OK perfect thank you so much have a great day.
[AGENT][POSITIVE] You're very welcome. You also, was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.