AccountId: 011433970860
ContactId: 145aabd1-f6a7-49bc-96fa-f0e6bfba0ea6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457480 ms
Total Talk Time (AGENT): 239690 ms
Total Talk Time (CUSTOMER): 142265 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/145aabd1-f6a7-49bc-96fa-f0e6bfba0ea6_20250424T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. I have [PII] on my back line with Mr. [PII] calling to make uh the invoice payment for the premium.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see, hold on one second.
[CUSTOMER][NEUTRAL] She doesn't have a group number.
[AGENT][NEUTRAL] Oh, so you haven't verified her?
[CUSTOMER][NEGATIVE] I can't because I can't search by name. I can only search by group number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, OK, give me one second.
[AGENT][NEUTRAL] Sorry, I wanted to get into that site. OK, you said her name was [PII]?
[CUSTOMER][NEUTRAL] [PII] with Mr. Auto [PII].
[AGENT][NEUTRAL] Mr. [PII]
[AGENT][NEUTRAL] All right. And her callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you. I'm ready to take care.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm doing well. I understand you're wanting to pay an um an invoice.
[CUSTOMER][NEUTRAL] Yeah and also figure out how to get the billing switched to me um because I just bought the company and.
[CUSTOMER][NEGATIVE] I didn't even receive I didn't receive the bill yet, so it's and it came in saying it was past due, but I was unaware.
[AGENT][NEUTRAL] OK. I believe we've talked before.
[AGENT][NEUTRAL] Yeah, I think so.
[CUSTOMER][NEGATIVE] I'm sure I've been having to switch over 1 million things, so things are slipping through the cracks, excuse me.
[AGENT][NEUTRAL] Yeah, I can only imagine.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] All right. I think the last time we talked you were curious as to which particular insurance this was.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][POSITIVE] That's funny.
[AGENT][NEUTRAL] Yep, yep, that was me. I spoke with [PII], new company owner, yeah, all right, let's see here.
[CUSTOMER][NEUTRAL] Yeah, I do see an email. Are you [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I do see an email from you about an account and I have a user ID here and then if I go to your APL and I put in under username that ID but it asks for a password, so should I be doing new user?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Instead of log in.
[AGENT][NEUTRAL] Well, what you're gonna wanna do is, um, see I have you down as a user, um, under that main account but that user that I gave you the RCA, um, what it's gonna do is you want us to reset that password, but currently that email is set to [PII]'s email and I can't remember did you say you had access to it or not?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, I never went in.
[AGENT][NEUTRAL] No, no, no, do you have access to [PII]'s email address, the [PII]?
[CUSTOMER][NEUTRAL] No, not currently.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And it still shows him as our contacted by chance did you send an email?
[AGENT][NEUTRAL] To um get that updated.
[CUSTOMER][NEUTRAL] Um, my insurance agent just sent one to get that updated, the, the guy who sold it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't have it updated yet as soon as we can get that updated, I can change that email address for um.
[AGENT][NEUTRAL] The main account to yours and.
[AGENT][NEUTRAL] It won't be your user name. It'll always be that RCA because you can't change the main user name, the first one that's created, but um I can change it to your email address so that when you hit you know the reset email that reset email will go to your email I mean not email reset password I apologize it'll go to your email address unfortunately I can't do that until we have that contact information changed in our system.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, understood.
[CUSTOMER][NEUTRAL] Um, so I guess right now the only thing to do is to.
[AGENT][NEUTRAL] But you, you should have.
[AGENT][NEUTRAL] I'm so sorry, go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I was gonna say you have the access to get onto the site.
[CUSTOMER][NEUTRAL] I was just gonna say for the only.
[CUSTOMER][NEUTRAL] Oh, how do I get on?
[AGENT][NEUTRAL] Well, it shows me here that you uh have a username of your name [PII], all lower case.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It still says pending but that might be because it hasn't um.
[AGENT][NEUTRAL] It might be
[AGENT][NEUTRAL] It might be because when you enter the information it might not have matched because it's got a.
[AGENT][POSITIVE] All the information you put in there city state, phone number, all that good stuff it has to match exactly.
[AGENT][NEUTRAL] And um I'm not sure what information you're putting in.
[AGENT][NEUTRAL] Either that or you haven't.
[CUSTOMER][NEUTRAL] Do you have a password?
[AGENT][NEUTRAL] I do not have the password, um.
[AGENT][NEUTRAL] I, I, I wouldn't be able to access your password, but I can reset your password.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] Alright, let's, I don't, I well, you know, I say that because normally I could, but it still says pending active. Did you ever check for the email that should have come through to set that up?
[CUSTOMER][NEUTRAL] Uh, the only one I see when I search APL is the one saying please find attached the user guide. I will tell you about it. Uh, I was telling you about it should help you with all the things APL and it has a user ID of something you'll wanna change the email associated with it and that's that's the only one I see.
[AGENT][NEUTRAL] So you haven't received one with like a verification code for the online service center?
[CUSTOMER][NEUTRAL] Not that I see when I search APL in my emails.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So try and go to the website. Can you do that while we're on the phone? I can walk you through it.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So you want to go to
[CUSTOMER][NEUTRAL] Oh, I see right here reset your password.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, cool, and then will I be able to once I reset this password and I go in, will I be able to um pay the bills that way?
[AGENT][NEUTRAL] Yes ma'am, um, currently you're set up as an additional user, but once we have that contact information changed in our system to your information, I can reset that main account, um, access the RCA 0078. I can change that email address to yours so then you would technically have two user names but um you'll definitely wanna get that main one changed because it's like the admin of the account.
[AGENT][NEUTRAL] So, um, you can manage users from there, but in the meantime you can sign on to your with your user name [PII] and you can see all the invoices and um make payments that way.
[CUSTOMER][POSITIVE] Yeah, definitely.
[CUSTOMER][NEUTRAL] OK. Oh, passwords don't match.
[CUSTOMER][POSITIVE] OK, great. All right, well, I guess thank you for your help with that. I will um I'm doing the password now.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] And I'll pay the bill. OK, thank you.
[AGENT][POSITIVE] Yes ma'am you have a great day. If there's anything else we can help you with, just let us know.
[CUSTOMER][POSITIVE] OK will do thanks bye.
[AGENT][NEUTRAL] Mm bye bye.