AccountId: 011433970860
ContactId: 1e1cc07c-bd9f-4798-8f09-240ba36b8527
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 706559 ms
Total Talk Time (AGENT): 256803 ms
Total Talk Time (CUSTOMER): 286452 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/1e1cc07c-bd9f-4798-8f09-240ba36b8527_20250611T15:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Air New.
[CUSTOMER][NEGATIVE] And I'm trying to log into the website to the online service center and it's not recognizing me and I've, I mean I've logged on for many times.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me look here, but are you calling on behalf of a group, correct?
[CUSTOMER][NEUTRAL] Yes, correct, I have three different companies, um, the first, well, I guess they all have a group number. OK, so I'm gonna start with 259-87.
[AGENT][NEUTRAL] What is the group number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For Air now.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII], are you an admin or are you a broker?
[CUSTOMER][NEUTRAL] Admin.
[AGENT][NEUTRAL] OK, I just wanted to make sure.
[AGENT][NEUTRAL] Um, can you verify the, uh, address in your email for me please? The mailing address in the email for me please? Mhm.
[CUSTOMER][NEUTRAL] My email is
[CUSTOMER][NEUTRAL] Sure, my email is [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And have you tried logging in um in the past, uh, about a week and a half?
[CUSTOMER][NEUTRAL] Probably not. I mean it probably just about that time frame, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, uh, as of last Monday we got a new portal provider, so we're asking everyone to go into [PII] like you usually do, um, but you will need to set up a new account.
[AGENT][NEUTRAL] Um, everything, once you set up your account, everything from your old account will transfer over.
[AGENT][POSITIVE] Uh, so that shouldn't, you shouldn't have to worry about logging everything in, but you will need to recreate an account. We no longer, uh, log in through email or through user names you're gonna log in through an email now, um, and it will be uh more secured as well. It's a little bit easier to use.
[AGENT][NEUTRAL] So, uh, you'll go to [PII].
[AGENT][NEUTRAL] And you will click group and you'll put in your group number.
[CUSTOMER][NEUTRAL] OK wait hold on um.
[CUSTOMER][NEUTRAL] So I've got I'm at [PII] and it's bringing me to the login.
[CUSTOMER][NEUTRAL] It says create your OSCOSSC account that's where I need to go.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, you'll click that and then you'll go to group.
[CUSTOMER][POSITIVE] Oh group OK there it is OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't see that. OK
[AGENT][NEUTRAL] And then um I would only put in the information that has an asterisk next to it that's required.
[CUSTOMER][NEUTRAL] Because I had 3 groups.
[CUSTOMER][NEUTRAL] Three group numbers so I'm gonna be able to and I it was they all use the same password so I just went in under each company name um.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Let's try this.
[AGENT][NEUTRAL] Um, I will say, do you have a different email for each of those three? Are they all different?
[CUSTOMER][NEUTRAL] Uh, no, I just, I, I only have one. I mean, I wanna just use one my one email.
[AGENT][NEUTRAL] OK, um, we are, I will say we are currently working on that um as of right now unless there's a different email for each group, um, you'll have to, uh.
[AGENT][NEUTRAL] Create an account for the one that you have the email with. We are working on getting that um fixed but as of right now uh we are able to add multiple groups under the same email for an admin.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Uh, if you need to pay a bill though, um, I can, once you're done creating your OSC account I can transfer you over to group billing and you can at least get those invoices paid if you have any, um, but as of right now we're still working on that.
[AGENT][NEUTRAL] That um working on troubleshooting that.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I mean I have I guess I just wanna keep it simple, um.
[CUSTOMER][NEUTRAL] I do need to pay invoices so I guess that's what I need to do.
[CUSTOMER][NEUTRAL] And I mean I guess I'd rather wait until y'all.
[CUSTOMER][NEUTRAL] Can I do it on your end or?
[AGENT][NEUTRAL] Get it fixed, OK.
[CUSTOMER][NEUTRAL] Mhm, I guess.
[AGENT][NEUTRAL] Right, um,
[AGENT][NEUTRAL] And will you be paying your invoices you'll be paying through a card, correct?
[CUSTOMER][NEUTRAL] I usually just pay online um.
[CUSTOMER][NEUTRAL] So if I go and I create one account, am I gonna be able to go into that company's account and pay it?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Myself or I still have to go through y'all?
[AGENT][NEUTRAL] Um, no, you, once you create the account for one of the, uh, for whichever group number you use, you'll be able to pay that invoice there. It should have transferred everything over, um, for the group.
[CUSTOMER][NEGATIVE] Because it says email on record, well y'all don't have my I have a second email that I can use. I just didn't want to, but it says email on record. Well y'all don't have that.
[CUSTOMER][NEGATIVE] I've always used just one email so it's not gonna recognize if I even put a new one.
[AGENT][NEUTRAL] That other one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If it's the same one, it's that it's the one that you mentioned earlier, the [PII].
[CUSTOMER][NEUTRAL] No, it's another one I can use for the second company that I need to pay for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just didn't want to have to have different emails going from.
[CUSTOMER][NEUTRAL] To different accounts, so, um, again, like if I add, if I'd use that second one that I've never told you all about, I mean I have it, but it's all always been going to that one email, you know, it's not gonna recognize it, right? It says email on record. Well, you don't have this on record.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yeah, we'll need you to send what's the group number for that one and let me see, let me make sure.
[CUSTOMER][NEUTRAL] 260 sure, tell me when you're ready.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] 26013
[AGENT][NEUTRAL] Yeah, it is the same one and for um emails to get changed, just send an email to [PII] um.
[AGENT][NEUTRAL] And then we'll you'll add your second email if you would like otherwise, um if you wanna keep it simple and keep it with the same email, I would, uh, register with one of the groups if you would like.
[AGENT][NEUTRAL] You can pay that invoice online and um if you'd like I can also transfer you to group billing and you can pay uh the other two invoices uh if you have it through a card.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's fine um.
[CUSTOMER][NEUTRAL] I'll, I'll, you can transfer me to uh claim number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Give me just one moment OK? and I'll transfer you.
[CUSTOMER][NEUTRAL] So I'm trying
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Uh, if you can hold.
[CUSTOMER][NEUTRAL] Send verification code oh maybe.
[CUSTOMER][NEUTRAL] I'm sorry, alright, I'm trying to set up that one company and it wasn't working but it's trying to send me a verification code.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] You can transfer me I think thank you for your help I appreciate it.
[AGENT][NEUTRAL] You're welcome. Give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] F.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You wanna try one of your Swedish fish?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team.
[AGENT][NEUTRAL] I have a group admin [PII] on the line. She needs to pay her invoices for 3 different groups.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Um, since she's unable to create an OSC for all three of those groups under the same email, um, I can tell you one of the group numbers.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's 26013.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me just get logged into this thing real quick.
[AGENT][NEUTRAL] And it's uh it's [PII] and she's verified.
[CUSTOMER][NEUTRAL] And what's a good call back number for her?
[AGENT][NEUTRAL] Uh, it's [PII], so the one that's on file looks like.
[CUSTOMER][POSITIVE] Awesome. OK. [PII].
[CUSTOMER][POSITIVE] OK, alright, I'm ready for whenever you are.
[AGENT][POSITIVE] Great, thank you so much.
[AGENT][POSITIVE] Alright [PII], I have [PII] on the line from billing and she'll be able to help you.
[CUSTOMER][NEUTRAL] Hi there [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], I'm sorry, I didn't realize she's gonna introduce me. This is [PII] in group billing. How are you?
[CUSTOMER][POSITIVE] Hi good how are you?
[CUSTOMER][NEUTRAL] I'm well so I understand you're wanting to pay a few invoices.
[CUSTOMER][NEGATIVE] Yeah, y'all, I guess y'all are updating your system and it's not allowing me to I had one.
[CUSTOMER][NEGATIVE] I have 3 different companies and then I can used to be able to log in and they're all tied to one email so she's telling me it's not gonna work.
[CUSTOMER][POSITIVE] Yeah, they're trying to figure out how to do that. Yeah, now that you don't need a user name that goes off an email address only one email can be associated with the group, so I, I think they're working on that and I apologize for that inconvenience.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] The first group she gave me was 26013.
[CUSTOMER][NEUTRAL] Uh, yes, that's one of them.
[CUSTOMER][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] I have the May invoice for $1220.25. Correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And we're gonna pay these individually, right?
[CUSTOMER][POSITIVE] Yes, they're paid by OK awesome.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Well, I had.
[CUSTOMER][NEUTRAL] I have, I used to just go online and pay it and so do you have the payment information online?
[CUSTOMER][NEGATIVE] Unfortunately I wouldn't be able to process that by phone because we could take only could take cards uh.