AccountId: 011433970860
ContactId: 0c297d59-d1fe-4dd1-be88-639f9f072828
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278420 ms
Total Talk Time (AGENT): 75650 ms
Total Talk Time (CUSTOMER): 200906 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0c297d59-d1fe-4dd1-be88-639f9f072828_20250613T21:37_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I am trying to, uh, we, I'm trying to pay our group policy online and for some reason I cannot get in and I always do this and so I don't know why I can't get in now.
[AGENT][NEUTRAL] OK, do you have your
[CUSTOMER][NEUTRAL] And I don't know what's going on.
[AGENT][NEUTRAL] Um, do you have your group number?
[CUSTOMER][NEUTRAL] Yes, it's 26613.
[CUSTOMER][NEUTRAL] I pay it online every month so I don't know it's taking me to a different place so I don't know if I'm doing something I don't know what I'm doing.
[AGENT][NEUTRAL] Um, you'll have to, you'll have to create an OSC account over again. We've updated our website, um, so can you verify your
[CUSTOMER][NEUTRAL] Don't know, I don't know.
[CUSTOMER][NEGATIVE] OK, that's what's wrong.
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] Can I verify what?
[AGENT][NEUTRAL] Um, the address
[CUSTOMER][NEUTRAL] Our address
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's [PII] yeah, and it's [PII]. I'm like, you know where I'm at, OK.
[AGENT][NEUTRAL] And then what about your email address?
[CUSTOMER][NEUTRAL] It's it's been a long day. My email address is [PII].
[AGENT][NEUTRAL] OK. And then um do you have a good
[CUSTOMER][NEGATIVE] I tried to create an account. I tried to create an account when I, when it went to that because it would never let me in so I thought well hell, maybe you know something has changed like what you just said, but then it told me that they didn't have a customer by my name so I'm like, well you do too. I've got a bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see. Um, so are you, um, on the [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and so should see create your OSC account?
[CUSTOMER][NEUTRAL] I had a look, yes, and.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Then if you click group.
[CUSTOMER][NEUTRAL] That's what I did.
[AGENT][NEUTRAL] Next, and then
[CUSTOMER][NEUTRAL] And I hit next. I put in the group number.
[AGENT][NEUTRAL] 26613.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm and the zip code [PII] and the phone number, the only thing I can think of is maybe y'all have my phone number versus the business number because that's the only thing that I know of that would be different.
[AGENT][NEUTRAL] Uh, what number?
[CUSTOMER][NEUTRAL] And so I don't know if you have, I have my personal number which is the best way to reach me is [PII] but I put in the business number which is [PII] and so should I put in the other number? Maybe that's the problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, the, the first number you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, OK, then I'll do that. And now maybe it'll let me, maybe that was the whole issue all along. I was just about to go completely bonkers and I thought, do they just not want me to pay it? I mean.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] It's Friday afternoon. I don't have, you know, this is too much. So I'm just.
[AGENT][NEUTRAL] Yeah, no, I understand.
[AGENT][POSITIVE] Totally get it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it did let me do that now OK so that was my issue so it should send me an email it looks like and um.
[CUSTOMER][NEUTRAL] Then I should be able to get in. OK, all right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, it'll be a 22 verification code just FYI you'll you'll get, it'll ask to send two verification codes, so it'll send a verification code to verify that email, put that verification code in, you'll create your password, then it'll ask you to log back in and it's gonna ask to send another verification code just so you know, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, that's fine. I just like I said I pay it every month online and I did not get.
[CUSTOMER][NEGATIVE] Any, you know, I mean I didn't, I didn't get anything that tells me that it changed or if I did I didn't notice it and I'm sitting here thinking to myself, well, I'm going to the exact same thing that it says on here which you go to the billing COLL, you know, whatever.
[CUSTOMER][NEUTRAL] [PII] you know [PII] that doesn't do anything it just brings up this other page so I've always known that but when I was doing it this time it was bringing me to this whole other thing that one my email and normally I have a uh instead of an email I have a passcode and so I'm like well that's not working you know and I'm like I don't know.
[CUSTOMER][NEUTRAL] Like I said, this is Friday afternoon it's late, so, OK, no that's fine, that's fine. I've, I've got it now and I'm, I'm working on it, so I should be able to get it.
[AGENT][POSITIVE] I know, I understand, sorry about that.
[AGENT][POSITIVE] OK, perfect. Anything else I can help with today?
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] I think that's it.
[CUSTOMER][NEUTRAL] You too. All right, bye-bye.