AccountId: 011433970860
ContactId: f626362a-cb2f-4130-83dc-47970d21ad11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472019 ms
Total Talk Time (AGENT): 155703 ms
Total Talk Time (CUSTOMER): 166350 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/f626362a-cb2f-4130-83dc-47970d21ad11_20250613T14:30_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] Uh, yes, good morning, [PII]. I'm calling with Daa Entertainment Center Human Resources department. Uh, I'm trying to log into um the APL account, but for some reason I'm having some uh trouble.
[AGENT][NEUTRAL] OK, I can assist you with the um account and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My name is uh [PII].
[CUSTOMER][NEUTRAL] And phone number here is [PII].
[AGENT][POSITIVE] Thank you. And may I have your group number?
[CUSTOMER][NEUTRAL] It's 16372.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and you already gave me the name of the group. I just need you to verify your email address, the mailing address and the phone number for the group.
[CUSTOMER][NEUTRAL] Uh, my email address is [PII].
[CUSTOMER][NEUTRAL] And the mailing address here is [PII].
[AGENT][POSITIVE] Thank you for that and all
[CUSTOMER][NEUTRAL] And I think my phone number I gave you already.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. So we did um move to a new system about 3 weeks ago. Have you, is this the first time trying to sign on within the last 3 weeks, maybe?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so, um, when you get to the online service center, the new system asks for an email address versus the old that asks for username and password. So you'll click on create your own, I'm sorry, your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And select that your group and follow the prompts.
[CUSTOMER][NEUTRAL] OK, yeah, so I did get that far. I'll do it again. I actually just deleted everything.
[AGENT][NEUTRAL] Did you get an error saying no user found?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] I'm gonna enter it again.
[AGENT][NEUTRAL] The phone number that you're entering, what phone number are you entering?
[AGENT][NEUTRAL] Because the one you gave me is different than the one that's on file.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, our phone numbers changed uh at some point. So, the one that I entered is [PII]. That's the current phone number. Uh let me see what our last one was.
[AGENT][NEUTRAL] So the one on file that we have is [PII].
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. If you need us to.
[CUSTOMER][NEUTRAL] Yeah, that was the previous.
[CUSTOMER][NEUTRAL] Should I enter that old phone number? I mean, the one that's currently on file?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, so you can enter that phone number, but if you'd like us to change it, just email care team.
[AGENT][POSITIVE] And I can give you that email address if you need it and we can make the changes for the group for you.
[CUSTOMER][NEUTRAL] OK. Yeah, if you can go ahead and give that to me, please.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Well, yeah, so it was the phone number I did go to the page to um.
[CUSTOMER][NEUTRAL] To set up a new password. So let me just see if I can get a verification code sent.
[AGENT][NEUTRAL] So, yeah, do the verification code first. Mhm.
[AGENT][POSITIVE] So hopefully, we don't get an error there and then we know it's OK.
[CUSTOMER][NEUTRAL] Where it says display name, uh, do I need to put anything there?
[AGENT][NEUTRAL] Display name would be the group name.
[CUSTOMER][NEUTRAL] Group name OK.
[CUSTOMER][POSITIVE] OK, that's successful, so let me just try to.
[AGENT][NEUTRAL] You got it? OK.
[CUSTOMER][NEUTRAL] Log in
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So every time we log in now, it's gonna send a verification code.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I was able to get in.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] And then, um,
[CUSTOMER][POSITIVE] So thank you so much for that. And then, um,
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I can add another user here as well, right?
[AGENT][NEUTRAL] Yes, if you want whoever um you'd like to have access, you know, on behalf of the group, you can add them there and they'll send them like an invite.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um, for them to sign up for their account.
[CUSTOMER][POSITIVE] Perfect, perfect. And then um what was the other question I had. So, uh, from an employee perspective, like how would they, how would they log in now? Has that changed too?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It would be the same thing. They would, yes, the whole system has changed. Um, it will be the same thing, they're just gonna click insured versus group.
[CUSTOMER][NEUTRAL] Uh, insured, OK, insured versus group. And then what questions does it ask them? Does it ask them like the group number and things like that?
[AGENT][NEUTRAL] No, not for the insured. That just ask their their personal information like their um social, last name, zip code, email. It's not, it's just for, for them.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, perfect. OK. And then th[PII]'re able to submit claims through that system, right?
[AGENT][NEUTRAL] Yes, ma'am. Once they log on, um, if they have a previous account, it will do the same thing as yours, um, it'll sync using that email and then they'll be able to see their past claims and upload new ones if they need to and access their documents.
[CUSTOMER][POSITIVE] Perfect, perfect. OK, I appreciate it. Thank you so very much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, this is it. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.