AccountId: 011433970860
ContactId: 0dd559a4-5e4f-4afc-ba08-25858273eed2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499600 ms
Total Talk Time (AGENT): 250212 ms
Total Talk Time (CUSTOMER): 177081 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/0dd559a4-5e4f-4afc-ba08-25858273eed2_20250606T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. I have [PII] with Garis Inc calling to make up the premium payment.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Our group premium payment.
[AGENT][NEUTRAL] Yes, ma'am. What's that group number?
[CUSTOMER][NEUTRAL] 17392
[AGENT][NEUTRAL] And is the number um the callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Did you by chance catch the invoice number she's wanting to pay?
[CUSTOMER][NEUTRAL] Oh, I didn't know to ask for that. I'm sorry.
[AGENT][NEUTRAL] No, no, no, it's fine. I just, I just thought I'd ask it's all, no worries. Uh, let's see, OK, I can take her you said her her name was [PII].
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][POSITIVE] OK awesome I got her.
[CUSTOMER][NEUTRAL] Alright, one moment.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you this afternoon?
[CUSTOMER][POSITIVE] I'm great how are you [PII]?
[AGENT][POSITIVE] I'm doing well. I understand you're wanting to pay an invoice?
[CUSTOMER][NEUTRAL] Uh yes, I, I was telling the um the lady that I went online. I was trying to do it online, um, but I was trying to reset my password and for some reason it kept sending me like a verification code and I was able to enter it and it was verified but it's not letting me get to the next step to reset the password so I don't um.
[AGENT][NEUTRAL] Oh dear, I don't know what that's about. I apologize it's a new site we're still working out a few bugs.
[CUSTOMER][NEUTRAL] No idea.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][POSITIVE] That sounds OK.
[AGENT][NEUTRAL] So you said that you received the verification.
[CUSTOMER][NEUTRAL] So I said OK, let me just after a few attempts I'm like let me just call and pay it over the phone.
[AGENT][NEUTRAL] Alright, so I just wanna make sure I have this right after you've received verification code for um password reset when you enter that in, it doesn't take you to reset the password.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it tells me, uh, it kept telling me, so I would put the verification code and it would tell me confirmed and it'll, it has a button that says continue once you press continue it just it it goes over again to like verification code and so it doesn't take you to a different screen so you can reset the password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Reset. I just wanna make sure I get that info if they're not aware of it we can have somebody look at it.
[AGENT][NEUTRAL] Uh reset password and.
[CUSTOMER][POSITIVE] Yes, that'll be awesome.
[AGENT][NEUTRAL] After entering.
[AGENT][NEUTRAL] The verification code.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Goes back to enter the verification code. OK.
[AGENT][NEUTRAL] Alright, so is it uh let's see the June invoice you would like to pay?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, now I'm only able to take a credit card, is that possible?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] I wouldn't be able to do an ACH, OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] Awesome, let's see here.
[CUSTOMER][NEUTRAL] Um, it, but in the future, would I be able to do ACH if I'm able to log in or no, or is it only?
[AGENT][POSITIVE] Yes ma'am, absolutely online you will definitely be able to do ACH it's just I'm not able to do it over the phone.
[CUSTOMER][NEUTRAL] Yeah, that's fine that's fine uh we could do.
[AGENT][POSITIVE] Awesome, OK, [PII].
[CUSTOMER][NEUTRAL] we can.
[AGENT][POSITIVE] Alright, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, I am ready, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, once I have that processed, I'll have an authorization number for you.
[AGENT][NEUTRAL] And I can also send a confirmation to the email that we have on file if you'd like.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] What I have is.
[AGENT][NEUTRAL] I do not want to pronounce this wrong. Is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] I apologize. I don't wanna mispronounce anything, OK.
[CUSTOMER][POSITIVE] You, you said it, you said it perfectly. That's exactly how it is.
[AGENT][POSITIVE] Oh yay. Well, that just made me feel so good.
[CUSTOMER][POSITIVE] Yes, you did excellent.
[CUSTOMER][POSITIVE] Yes, well, I am so proud of you because usually people can't pronounce it, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. OK, let's see here.
[AGENT][NEUTRAL] Alright, it's just pulling up that authorization number, but I will get that over to you in the email as well. OK, so it's 038.
[AGENT][NEUTRAL] 15 G as in
[AGENT][NEUTRAL] George.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 03815 G as in George.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, and I'm gonna get that over to the email now that should be coming shortly. Was there anything else I could help you with while we're on the phone?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um, no, that's all I needed. I just, um, one more thing, I don't know if my email is also in on there.
[CUSTOMER][NEUTRAL] Um, or if it's just.
[AGENT][NEUTRAL] I don't have it as the contact email. I have um that that went down just as the contact email but um let's see you're probably set up let's see here hold on.
[AGENT][NEUTRAL] Let me get this out of the way real quick.
[AGENT][NEUTRAL] As a user on.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] 17392.
[AGENT][NEUTRAL] Oh well it doesn't say you're set up yet. Maybe that's what it is. We don't need you to reset a password. I need you to re-register re-register for the account. We've launched a new site and uh in order to access the new site you just have to.
[CUSTOMER][NEUTRAL] Oh, that's why I asked. You see, I was like I was thinking maybe, but it's weird because it did send me the email with the with the verification code that they.
[AGENT][NEUTRAL] Yes, that is strange, and I'm wondering if that's because you were set up on the old site that might be what what happened.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Let me just
[AGENT][NEUTRAL] OK, so on the um the home page of our site just click on the button that says register for an OSC account and you'll wanna register there it will have to have the information that we have in our system so it will have to be the email address we just talked about and um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The phone number that we have on file which is the callback number, the one that you're calling from but um.
[CUSTOMER][NEUTRAL] From yes
[AGENT][NEUTRAL] From there that'll be the admin account and then you can add your own email address as another um access to the account.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, I could do that right, so that's what I have to do. That's why I said, OK, when you said when you gave me that email address, I was like, well, let me see if mine is there maybe that could be the issue, but OK, so I'll do I'll I'll create a new one then.
[AGENT][NEUTRAL] Yes ma'am, so that should work and then you should be able to access your all of your bank information should transmit over um if it doesn't, you might have to add it back but it should, it's been doing that for um from what I understand that everyone has been transferring over so you shouldn't have to reenter that.
[CUSTOMER][NEUTRAL] I'll I'll do the same.
[CUSTOMER][POSITIVE] OK, not a problem. Well thank you so much [PII], for your help I appreciate it.
[AGENT][POSITIVE] No problem. I hope you have a great weekend and uh thanks for calling APL.
[CUSTOMER][POSITIVE] You too you too thank you so much all right bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.