AccountId: 011433970860
ContactId: 1bd59398-800a-4b20-977b-f3231c5e0191
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508220 ms
Total Talk Time (AGENT): 240174 ms
Total Talk Time (CUSTOMER): 191873 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/1bd59398-800a-4b20-977b-f3231c5e0191_20250604T21:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEGATIVE] Yes, hi, I am trying to log into my company's um account and I'm having some issues um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's asking me for an email address and password, but when I set up the account, the username is not an email address.
[AGENT][NEUTRAL] OK, are you trying to use the, are you you're trying to use the old online service center information?
[CUSTOMER][NEUTRAL] Is there something you can
[CUSTOMER][NEUTRAL] Maybe, apparently. I don't, uh, I don't know. I
[AGENT][NEUTRAL] We, we launched a new online service center so um the the account needs to be recreated or you have to register the account again.
[CUSTOMER][NEUTRAL] Oh, so I need to create an, OK, OK, well that makes sense.
[AGENT][NEUTRAL] Yeah, what's the group number?
[CUSTOMER][NEUTRAL] It is, I do have another question for you too um 26669.
[AGENT][NEUTRAL] 2666. OK.
[AGENT][NEUTRAL] Um, for Malcolm.
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII] now.
[AGENT][NEUTRAL] All [PII], can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[AGENT][NEUTRAL] Thank you and what about your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect and what about the phone number we should have on file?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think it's the firm number of [PII].
[AGENT][NEUTRAL] Yes ma'am, is that a good contact number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I give you my cell number? That's a little better for me.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alrighty, so here what you'll have to do is on that home page whenever you go to the secured. [PII] you'll need to do create new user I'm not really sure what the wording is anymore. I had it pulled up earlier. Let me see it pulled up.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Got you, I see that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then from here on out, it's a, uh.
[CUSTOMER][NEUTRAL] It says uh create your OSC account yeah.
[AGENT][NEUTRAL] Yeah, from here on out, it's a, um, single, do what?
[CUSTOMER][NEUTRAL] Gonna be a group
[CUSTOMER][NEUTRAL] What I, what if it says which role best describes you? I'm registering for the company, so when I register as a group?
[AGENT][NEUTRAL] Oh, you don't have to fill out that, the bottom of, yeah, you don't have to fill out the bottom of that. Um, let me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me go back in.
[AGENT][NEUTRAL] See what it says. I, I had to help a group earlier.
[AGENT][NEUTRAL] Oh no, that's not what I want. I had to help a group earlier because they for some reason it wouldn't let them register and so I, I attempted on my end and it let me do it. Alright, group, OK, so the group number, all that information, OK, um, and then after you put the group number zip code that information what was on that next screen?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, it says like group provider individual.
[CUSTOMER][NEUTRAL] A selecting group.
[AGENT][NEUTRAL] OK and then hit next.
[CUSTOMER][NEUTRAL] One second, I'm, I'm trying to.
[CUSTOMER][NEUTRAL] Complete here, yeah, OK, so I filled in all my information.
[CUSTOMER][NEUTRAL] Now it's asking me for the email.
[CUSTOMER][NEGATIVE] So not a point it looks like it's letting me set up the account.
[AGENT][NEUTRAL] Oh I
[CUSTOMER][NEUTRAL] It's putting in my email and then the password looks like um.
[CUSTOMER][NEUTRAL] Moving forward here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] explaining
[CUSTOMER][POSITIVE] Just clean.
[CUSTOMER][NEUTRAL] So it can't verify my email address?
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Super now is [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, maybe you have to, I don't need to.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Wait, now, now it's sending me a code to verify my email.
[AGENT][NEUTRAL] I was gonna say, yeah, do the verification code.
[CUSTOMER][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I verify code.
[CUSTOMER][NEUTRAL] And it still says clean not verify.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] And this is [PII].
[AGENT][NEUTRAL] Let's try doing it on my end.
[AGENT][NEUTRAL] All right, continue.
[CUSTOMER][NEUTRAL] something just happened. Hold on, wait, I just happened to hit continue and it says my account has been successfully set up.
[AGENT][NEUTRAL] OK, and let me
[AGENT][NEUTRAL] Let me go back and look here.
[CUSTOMER][NEUTRAL] Oh, I don't know. I just click the button. I'm sorry.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEGATIVE] My computer's being slow. Everybody's trying to.
[AGENT][NEUTRAL] Do the same thing, um, OK, fine.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There you go.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Well, it says that it's pending.
[AGENT][NEUTRAL] You should, I think whenever you go to uh.
[CUSTOMER][NEUTRAL] 378
[AGENT][NEUTRAL] The um
[AGENT][NEUTRAL] I think you'll have to log in.
[CUSTOMER][NEUTRAL] Let's see if it works.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I like it was doing something.
[CUSTOMER][NEUTRAL] We just went away. Oh wait, here we go, wait, I think I'm in.
[AGENT][NEUTRAL] You get in it'll send you it'll probably send you one more verification code um and OK perfect let me check on my end yep, you're good to go. You are active and if y'all if y'all paid invoices on the online service center prior, all of that information rolled over or it pulled it in so um I've got account number ending in [PII].
[CUSTOMER][NEUTRAL] I think so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It did.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And a routing number ending in [PII] so as long as that information is correct, you can reconcile your invoices and keep doing the same that you had been doing.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so could, so we have someone that's on our.
[CUSTOMER][NEUTRAL] Our invoice invoice that um terminated uh [PII] um and we didn't remove her from the policy. How do I do that?
[AGENT][NEGATIVE] It didn't.
[AGENT][NEUTRAL] All right, let me take a look.
[CUSTOMER][NEUTRAL] I, I don't know that we notified anyone to do it, um.
[AGENT][NEUTRAL] What is the insured's name?
[CUSTOMER][NEUTRAL] But do I, can I do that?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] So you won't be able to do it on the online service center right now just simply because there's not an invoice for you to uh term it off of so what you can do is you can just shoot me an email and I'll get that terminated for you so when the next invoice uh generates for y'all um it she won't be on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect I can do that. What's your email address?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEGATIVE] And you can shoot me that email and I'll get that policy terminated for you and like I said it should not show up on the next invoice.
[CUSTOMER][POSITIVE] Got you OK perfect.
[CUSTOMER][POSITIVE] Um, I think that is it. Thank you very much. I appreciate it.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] You're welcome, no problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alrighty well thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank