AccountId: 011433970860
ContactId: 0c7e1a6a-9f68-4a38-ab0d-e63fa7eaa8b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479820 ms
Total Talk Time (AGENT): 141489 ms
Total Talk Time (CUSTOMER): 232893 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0c7e1a6a-9f68-4a38-ab0d-e63fa7eaa8b8_20250613T14:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So my name's [PII]. I'm with Mercy Health Services and we have a product with with a APL for you know for um.
[CUSTOMER][NEUTRAL] For a group, my group number is 25848.
[AGENT][POSITIVE] Thank you, Mr. [PII].
[AGENT][NEUTRAL] And how may I assist you?
[CUSTOMER][NEGATIVE] And I'm trying to pay the bill and I can't get on.
[AGENT][POSITIVE] Got you, thank you.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], I mean I'm sorry [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Thank you. And um for security for verification, I need to verify the mailing address and email address.
[CUSTOMER][NEUTRAL] that's where the problem is. Mailing address is gonna be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is where we're having a problem. It's not catching my email, but I'm the one who pays. I'm the owner and pays everything. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see what's going on.
[AGENT][NEUTRAL] OK, and you have clicked on create your OSC account, Mr. [PII].
[CUSTOMER][NEGATIVE] I tried to do that too and that didn't work. I, I've been on your account a couple of times. I paid some bills. Um, I don't do it much. I usually pay it. I've been in Europe. I just came back and the bills due tomorrow, so I was gonna just do it online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, um, well, we have, um, changed our platforms and um the accounts needs to be created again, so let me go ahead and try to help you.
[CUSTOMER][NEGATIVE] Yeah, but it's not catching my, yeah, it's not catching my [PII] [PII]. That's why I'm having problems with.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, let's
[AGENT][NEUTRAL] OK, yeah, let me work on that. OK, um, so let's see, OK, if you wanna just go ahead and um, clear the browser history and start all over again, we can go to either [PII] or secure. [PII].
[CUSTOMER][NEUTRAL] [PII]. Am.
[CUSTOMER][NEUTRAL] Um, like.
[CUSTOMER][POSITIVE] [PII] OK.
[CUSTOMER][NEUTRAL] Provide a log in or would log in?
[AGENT][NEUTRAL] OK, OK, you're gonna go ahead and click on create OSC account and you're gonna um choose group.
[CUSTOMER][NEUTRAL] I I
[CUSTOMER][NEUTRAL] OK, so I have it, uh, OK, let me get this real quick.
[AGENT][NEUTRAL] OK. Um, I'm sorry. I hardly can't hear you now.
[CUSTOMER][NEUTRAL] It's got me uh
[CUSTOMER][NEUTRAL] Supplement
[CUSTOMER][NEUTRAL] OK, I'm OK, so I'm gonna go sign in and it says create your OC account, OK, and I, and I, I did that I chose me, OK, so.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. OK, and you can.
[CUSTOMER][NEUTRAL] Did I put my group number?
[AGENT][NEUTRAL] OK, and then you can skip everything else and just put your email.
[CUSTOMER][NEUTRAL] [PII] and just put my email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You just sit next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Complete your account set up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] OK, so this, uh, put my.
[CUSTOMER][NEUTRAL] Email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh do a new password, so I'll let me type in in here real quick.
[AGENT][NEUTRAL] You need to verify that email, so you need to click on send uh verification code and then confirm the verification code.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] You're right. I'm wrong. Let me get to.
[AGENT][NEUTRAL] It's OK.
[AGENT][POSITIVE] It's OK. It's an extra step, now it's new.
[CUSTOMER][NEUTRAL] I've got so many of these things.
[CUSTOMER][NEUTRAL] It's not there it's not coming up.
[CUSTOMER][NEGATIVE] That's what my problem is.
[CUSTOMER][NEGATIVE] It's not up.
[CUSTOMER][NEUTRAL] [PII] I should have got, I should have got a verification code by now. Let me do this. Let me go in my uh.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Just to make sure.
[CUSTOMER][NEUTRAL] Oh, here it is. There we go. OK.
[CUSTOMER][NEUTRAL] Yeah I'm just gonna copy and paste.
[CUSTOMER][NEUTRAL] Copy.
[CUSTOMER][NEUTRAL] Based
[CUSTOMER][NEUTRAL] Verify, OK.
[CUSTOMER][NEUTRAL] Now.
[CUSTOMER][NEUTRAL] OK, I got a little 5 in.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Display name, what should I put on that?
[AGENT][NEUTRAL] Um, you can put the name of the, um, group, or you can put your name whichever you would like to display whenever you open your account and you're ready to view your information.
[CUSTOMER][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. OK, that's a good one.
[CUSTOMER][NEUTRAL] So continue.
[CUSTOMER][NEUTRAL] And uh please something real quick.
[CUSTOMER][POSITIVE] Save it. I agree to the terms. I agree to the policy. Continue.
[CUSTOMER][POSITIVE] Well you made this so much easier.
[CUSTOMER][NEUTRAL] Go to the dashboard.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I need to log in now correct?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So that they want me to do a verification code again, is that correct?
[AGENT][NEUTRAL] Yeah, this, this, yeah, it's the last time it's gonna ask you for that verification code.
[AGENT][NEUTRAL] Next time it's gonna be your password.
[CUSTOMER][NEUTRAL] Same, I mean that's the same code.
[CUSTOMER][NEUTRAL] Would it be the same code.
[AGENT][NEUTRAL] It's gonna be a different code. It, it's gonna take a little bit longer than the first one, OK? It's gonna take a couple of minutes more than the first one, so we just need to wait a little bit for that one, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, I.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have it, no it's.
[CUSTOMER][NEUTRAL] I verify the code continue.
[CUSTOMER][NEUTRAL] I'm there.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, and let's say a dashboard is OK, OK, and right matter services.
[CUSTOMER][NEGATIVE] Max should be max is uh best.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I can save this. I can bookmark this. Is that correct? This is the page.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] have done. OK, thank you very much. I really appreciate it.
[AGENT][NEUTRAL] You're welcome. All right, and you can go to my groups and invoicing and you can submit your invoice, OK? Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it. You, hey, you said you send me a lot of time.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Ah right
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day and good weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.