AccountId: 011433970860
ContactId: f96d54ea-182b-44ee-a93e-02acdc478812
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254860 ms
Total Talk Time (AGENT): 140041 ms
Total Talk Time (CUSTOMER): 82556 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/f96d54ea-182b-44ee-a93e-02acdc478812_20250619T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. Do you have like a um a IT group can help me to set up or create this new OSD account?
[AGENT][NEUTRAL] Sure I can help you with the OSC account. Um, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and are you calling on behalf of a group or are you an insured a group? OK, what's the group number?
[CUSTOMER][NEUTRAL] A group
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 25213.
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Can you verify the group name and the address?
[CUSTOMER][NEUTRAL] Cardiology and fitness medicine [PII].
[AGENT][POSITIVE] Alright, thank you so much and you said your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, so we did get a new, uh, portal provider about 22 or 3 weeks ago, so you will need to go in and create a new account but for groups, um, the primary admin will need to do that first and then from there they can add users so it looks like your primary contact is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so they will need to set up the account first using their um it looks like their work email.
[CUSTOMER][NEGATIVE] Not work
[CUSTOMER][NEGATIVE] Yeah, it's not working. That's when I, I've been trying to two of your.
[AGENT][NEGATIVE] It's not working.
[CUSTOMER][NEUTRAL] Representative, your co-workers that is not working. We've tried over and over again. It goes agency, agent or broker group ensure we press, we go to group next we go the group number, zip code, phone number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, city email on record we go through all those steps.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, that could be why um let me check and see real quick.
[AGENT][NEUTRAL] Yeah, so what you'll want, what you'll need to do, I would not fill out for whatever reason filling out all of the information sometimes causes errors. I would only fill out the information that's required, which I believe is just group number and then um it will be [PII]'s email address and then it should work from there because, OK, yeah, I just did it and I was able to to get in and I I went ahead and exited out before anything happened but um.
[CUSTOMER][POSITIVE] Got you.
[AGENT][POSITIVE] Yeah, you'll want to, yeah, yeah, don't only do what's required and then from there he'll be able to go to uh my group and from there he'll be able to manage users and add all of the users he might need.
[CUSTOMER][NEUTRAL] OK, I'll try
[CUSTOMER][NEUTRAL] Let me ask you a question, you know, when it a display name or given name, do we have to fill that out also and surname?
[AGENT][NEUTRAL] Um, I would fill out the display name just because that way it's, it shows who you are in the system that way if anyone calls and we need to look at um who's calling to verify that they're an admin we can see them, um, and who they are and verify them easier yeah that's what I would do um.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right, thank you for your help ma'am.
[AGENT][NEUTRAL] And if and if they're still experiencing issues I will say try uh Google Chrome seems to work the best um if you have it otherwise just clear your browser history and try again um and then see if it works.
[CUSTOMER][POSITIVE] OK, thank you so much and the password is is um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It it's whatever you would, you would want it to be, yeah, it's whatever you want it to be. I don't think that there's any restrictions.
[CUSTOMER][NEUTRAL] What letters?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] There's no restriction. OK, all right, thank you.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No that's it thank you for taking my call have a good day.
[AGENT][POSITIVE] You're welcome thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too, ma'am.