AccountId: 011433970860
ContactId: 08b85f0a-5af9-4655-9953-f7ab157a2ae4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 617960 ms
Total Talk Time (AGENT): 140402 ms
Total Talk Time (CUSTOMER): 232865 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/08b85f0a-5af9-4655-9953-f7ab157a2ae4_20250324T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I, I, I am a customer and I, and I was the, I, I'm, I'm trying to set up payment online and then I, I, when I click on new user they say oh they I already exist but I haven't done anything online so how could I just create my account online because it doesn't let me when I click on new user.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] OK, um, do you have your policy number for your plan?
[CUSTOMER][POSITIVE] Yes, I do. Uh, you want it?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's 262-6951.
[AGENT][NEUTRAL] I'm pulling it up. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Was it 269-51? Is that correct?
[CUSTOMER][NEUTRAL] That where where hello sorry.
[AGENT][NEUTRAL] Was that 269-51, is that?
[CUSTOMER][NEUTRAL] What did you say?
[AGENT][NEUTRAL] Is it 269-51?
[CUSTOMER][NEUTRAL] 269-5, yes, correct. 00, I'm sorry, that's the group number you want the, the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, policy number, please.
[CUSTOMER][NEUTRAL] 02597710
[AGENT][NEUTRAL] And what is your name and date of birth?
[CUSTOMER][NEUTRAL] My, my name is [PII]. My date of birth is [PII], but I'm not in the plan. I, I'm just the office manager.
[CUSTOMER][NEUTRAL] I said who.
[AGENT][NEUTRAL] OK, for the group
[CUSTOMER][NEUTRAL] Pain.
[AGENT][NEUTRAL] So you're the office manager for the group?
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Let me get back to that. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I place you on a brief hold?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK and
[AGENT][NEUTRAL] Uh, are you there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK, so you did log into the OSC online account and.
[AGENT][NEUTRAL] And what, what did it say when you logged in?
[CUSTOMER][NEUTRAL] I, I, I, I I I received an email that says your most recent invoice is now available online for viewing and reconciliation click here. So when I click there, they asked me to either log in new user. I have never logged in directly, so I, I clicked there, but apparently when I click there they said that I am already on in there so I don't know.
[CUSTOMER][NEUTRAL] They ask I I am an employer group who operate.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] You don't know how to do this?
[AGENT][NEUTRAL] It looks like you've already created an account. I've got a username, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Does that sound familiar?
[CUSTOMER][NEUTRAL] Yes, yes, OK, so let me then try to log in. OK, [PII].
[AGENT][POSITIVE] Yes, yes that works.
[CUSTOMER][NEUTRAL] What do you say [PII]?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] To what?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] or just lower?
[AGENT][NEUTRAL] Uh, [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, no, it says [PII] number [PII] correct? [PII] mhm.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEGATIVE] No number sign non because it's telling me no let me just create another password and that's it, OK?
[AGENT][NEUTRAL] Yes, yeah, you'll have to if you don't remember the password, be sure and create another one once you do that, it should be able to take you to the where you can make the payment.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] OK, there they said there doesn't appear to be any reset options set up on your account. If you believe this is a mistake, please contact customer service.
[CUSTOMER][NEGATIVE] They don't let me reset the account.
[AGENT][NEUTRAL] It doesn't let you reset OK um let's see.
[CUSTOMER][NEGATIVE] But they they're saying this there doesn't appear to be any reset options.
[CUSTOMER][NEGATIVE] They said that there's no reset option set up in my account.
[AGENT][NEUTRAL] OK. Um, hold on, let me see.
[AGENT][NEUTRAL] Let me check one other thing, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Well, it looks like let me get you over to our group billing department so they can assist you. What's a good call back number though just in case I lose you?
[CUSTOMER][NEUTRAL] Sorry, what?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Can I get you over to our
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Uh, go ahead. What was your number, your callback number?
[CUSTOMER][NEUTRAL] What did you say?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna transfer you over to our group billing and they should be able to assist you. Hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team um I have a group on the line that she is having trouble. I, I verified her information, but she's saying that when she goes to reset the password, it says it doesn't allow it and she's wanting to make an invoice payment so I'm not sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that something you could possibly help? OK. Um, I've got [PII].
[CUSTOMER][POSITIVE] Yeah, I can help her.
[CUSTOMER][NEUTRAL] Mhm, yeah, definitely what's her group number?
[AGENT][NEUTRAL] Uh, group number is 26951.
[CUSTOMER][NEUTRAL] OK, let's see, and you said you have [PII]?
[AGENT][NEUTRAL] Uh-huh, and I've got her callback number [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you for that, [PII]. I'm ready for her and I, I should be able to help her.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Mhm, no problem, thank you.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, hi [PII], I tried to set up, you know, try to pay.