AccountId: 011433970860
ContactId: 1ffed311-ac3a-491c-8d8e-4c9d003c8ba5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1291530 ms
Total Talk Time (AGENT): 521950 ms
Total Talk Time (CUSTOMER): 584923 ms
Interruptions: 14
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/1ffed311-ac3a-491c-8d8e-4c9d003c8ba5_20250603T18:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, hi, good afternoon, uh, to be honest with you, I don't understand your company online payments because I am trying to pay online and when I created it, they, they told me to create a user password that was not my email address.
[CUSTOMER][NEGATIVE] So I created that and then I created a password but when I tried to log in they're asking me for my email address and when I put my email address and request a confirmation code because they say they don't identify, they say they don't find that company as registered so I'm driving myself crazy.
[CUSTOMER][NEUTRAL] I just want to be able to go online and pay every month, so I would have to call you to pay online that's my question.
[AGENT][NEUTRAL] OK, so you're trying to register for the first time in the online service center, is that correct?
[CUSTOMER][NEGATIVE] No, I was already I was already registered and when I tried to go in they say for they asked for my email, my email address, and then they asked for the password so I put the password that I created and it's telling me that they don't recognize the company or anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] Oh, OK. So yes, ma'am, I can try and help you with this. There was an update made to the portal.
[AGENT][NEUTRAL] So it would require you to re-register.
[CUSTOMER][NEGATIVE] Oh, but they should have they should have notified the, you know, they should have notified you, you know.
[AGENT][NEUTRAL] But I will need to pull the group's information.
[AGENT][NEUTRAL] Yes, ma'am, and I was under the impression that that that emails were sent out regarding the upgrade, but I will be happy to try and help you. So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Your customers.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] You're speaking with [PII] and I'm already on your on the APL.
[CUSTOMER][NEUTRAL] Website, so what do I do? I just go do my company name by the way is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I can't help you, yes, ma'am. Well, I can't help you at all until I can pull up the group's information and verify some things with you for security.
[CUSTOMER][NEUTRAL] OK, the call you want the group number or you want the the the company number?
[AGENT][NEUTRAL] First
[AGENT][NEUTRAL] First, I would like to get your callback number.
[CUSTOMER][NEUTRAL] Nay.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the group number?
[CUSTOMER][NEUTRAL] 269-51
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, so I will have to verify several things with you, [PII] first for security. So if you could verify the name of the group and the group's address.
[CUSTOMER][NEUTRAL] CMA Design Studio Inc. The address is [PII].
[AGENT][NEUTRAL] Thank you and then your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for the group as a whole is the same as the one that you gave me so again that is the best number that we should have, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. All right, [PII], so again you will have to set up a new profile in the portal so when you get to the.
[CUSTOMER][NEUTRAL] So where do I go?
[AGENT][NEUTRAL] When you get to the online service center page you should see where it says to create.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me one moment to get there myself.
[AGENT][NEUTRAL] Says create your OSC account.
[CUSTOMER][NEUTRAL] I don't see that I am in the portal.
[AGENT][NEUTRAL] OK, you shouldn't be logged in anywhere, so you, OK, so clear your browser.
[CUSTOMER][NEUTRAL] I am in the portal. I am in the portal and what I see on the it says APL decision matters about solution product brokers for uh for groups contact claim form claim status and sign in.
[AGENT][NEUTRAL] But that's
[AGENT][NEUTRAL] OK, click sign in. Right, click sign in.
[CUSTOMER][NEUTRAL] I don't see anything else.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that should take you to the online service.
[CUSTOMER][NEUTRAL] Create your OCA account.
[AGENT][NEUTRAL] Says welcome to the online service center.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] We, uh-huh, create your OSC account.
[CUSTOMER][NEUTRAL] What I, I, what I see create your OSC, no LLC.
[AGENT][NEUTRAL] No, that's what I said. O as in Oscar, S as in Sierra.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, and then I go to group.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] You would select group and the next.
[CUSTOMER][NEGATIVE] It's not doing anything.
[CUSTOMER][NEUTRAL] Oh, next, OK.
[CUSTOMER][NEUTRAL] And group number for the group number, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then first just try filling in the required fields that have the red asterisks with them.
[CUSTOMER][POSITIVE] Yeah yeah I'm doing it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Next, OK, error, no, you said what's wrong with this information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says no user was found with the information that was entered. Please try it and if you say proceed, please call [PII] where I'm calling.
[AGENT][NEUTRAL] OK, and you're using the [PII], is that correct?
[CUSTOMER][NEUTRAL] Uh, [PII]. Well, maybe the group number, yeah, the group number 26951, the zip code [PII] maybe is the telephone number. Hold on a minute. I don't know why I keep putting the telephone number and giving me a new, a different one so let me just put it [PII].
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so instead of in OK so when you're on that screen where you're entering that information, there's only a couple of boxes and that have a red asterisk next to them, that's the group number and the email on record so try just putting the information in those two fields nowhere else, not the phone number, zip code, just the group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, correct, correct, correct.
[CUSTOMER][NEUTRAL] OK, let me delete the let me delete the other thing. OK, hold on, OK.
[AGENT][NEUTRAL] Uh-huh. And then see if you can click next.
[CUSTOMER][NEGATIVE] OK, no, no, don't put even [PII], no nothing.
[AGENT][POSITIVE] No, ma'am. Let's try it without that.
[CUSTOMER][NEGATIVE] But it's not even letting letting me delete all of [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me delete the rest but not [PII], but let me see if it go by that.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Oh, OK. Maybe you can, yeah.
[CUSTOMER][NEUTRAL] OK, it continue, yes, it continues.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's not user friendly, my dear.
[CUSTOMER][NEUTRAL] OK, and now they're going to send me uh uh an email with the confirmation. Let me see if I get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me ask you, with the new changes I will be able to create on uh on automatic payments or not yet?
[AGENT][NEUTRAL] Yes, and you'll you'll be able to, your, your once you set up the profile if you've already been.
[AGENT][NEUTRAL] If you had a prior profile and you had your ACH information in there, once you're signed in, you should be able to see that. I was told that that's something that should still be there.
[CUSTOMER][NEGATIVE] But I didn't get it.
[CUSTOMER][NEGATIVE] I just went to the junk, no, I haven't gotten it yet.
[CUSTOMER][NEUTRAL] So you have requested it again.
[AGENT][NEUTRAL] Uh, you may need to give it just a few minutes.
[CUSTOMER][NEUTRAL] Oh, OK, wait, no, wait, wait, wait, wait, let me go back again.
[CUSTOMER][POSITIVE] OK, I think I got it now.
[AGENT][NEUTRAL] Did it finally come through?
[CUSTOMER][NEUTRAL] Yeah, yeah, it came in a uh.
[CUSTOMER][NEUTRAL] Just trying to copy.
[CUSTOMER][NEUTRAL] Copy.
[CUSTOMER][NEUTRAL] I'm based.
[CUSTOMER][POSITIVE] Very good.
[CUSTOMER][NEUTRAL] It says you have my email now I just put whatever new password I want to put correct?
[AGENT][NEUTRAL] Uh yes, ma'am, and you may possibly, if you already, you may could even try your password that you used before now that you're using your email as the username, I mean.
[AGENT][NEUTRAL] Honestly, we're kind of.
[CUSTOMER][NEUTRAL] Even though I'm creating a new one, should I just put it?
[AGENT][NEUTRAL] You can try either way cause honestly, at this point, I'm not sure, [PII]. It might let you use that one again, you know, instead of you having to create a totally new one, but it will most definitely let you know if it doesn't want you to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEGATIVE] OK, now it's telling me that password doesn't match but it doesn't let you see the password.
[CUSTOMER][NEUTRAL] [PII] have [PII].
[CUSTOMER][NEUTRAL] OK, let me see let me.
[CUSTOMER][NEUTRAL] I have to display a name they say so [PII] OK continue.
[CUSTOMER][NEGATIVE] Oh God, have [PII] it doesn't match the password. Let me try to put it in again.
[CUSTOMER][POSITIVE] Oh, I got OK. I agree on the terms and conditions.
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] And then I have to agree on both on the privacy policy too and continue.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Yes, and then it's probably
[CUSTOMER][NEUTRAL] Your account has been successful or created.
[AGENT][POSITIVE] Perfect. OK. And when you go to log back, yes, and it's probably going to want, I know that like on the individual side it's gonna uh want to send you another uh.
[CUSTOMER][NEUTRAL] So now I have to log in again?
[CUSTOMER][NEUTRAL] Verification code, yeah, I saw it.
[AGENT][NEUTRAL] Verification code, yes, ma'am. So that's now, you know, that's a new feature that's kind of like the two-factor authentication.
[AGENT][NEUTRAL] For security purposes, but that would be the only time that you would have to do that is just in this initial set up.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me wait. OK, I got it again.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Now, I got it. OK.
[AGENT][POSITIVE] OK. OK. Good.
[CUSTOMER][NEUTRAL] Next now.
[CUSTOMER][NEUTRAL] Now I, I am in here but now where do I go?
[CUSTOMER][NEUTRAL] I go my broker, my member, my group, or where do I go for the bill?
[CUSTOMER][NEGATIVE] No, I don't wanna claim.
[CUSTOMER][NEUTRAL] Uh, it's telling me dashboard CMA activity group number 15 insured Roger Gonzale, but how could I pay a bill.
[AGENT][NEUTRAL] OK, give me just a moment. This is, yeah, I'm still here. I'm just listening to you as you talk.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Going through the, so give me just a moment to see if I can navigate you.
[AGENT][NEUTRAL] To where to locate the, the invoice.
[CUSTOMER][NEUTRAL] But I'm trying to resource center, let me see. No.
[CUSTOMER][NEUTRAL] Products announcement business support claims so billing maybe it's in billing.
[AGENT][NEUTRAL] Uh, yes, ma'am. I would select that.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEGATIVE] But it doesn't give me the bill.
[CUSTOMER][NEGATIVE] So bad.
[AGENT][NEUTRAL] OK, I'm trying to
[CUSTOMER][NEUTRAL] How could I pay a bill.
[AGENT][NEUTRAL] OK. Give me just a moment because we just rolled this out and I'm trying to walk through the steps, [PII], so I can try and help you with this to locate them. So give me just a, just a second.
[CUSTOMER][NEGATIVE] No, I don't understand.
[CUSTOMER][NEUTRAL] Billing, let me see if this will go.
[AGENT][NEUTRAL] OK, so there should be an invoicing tab.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Once you go, OK, so you.
[CUSTOMER][NEUTRAL] That's what I was trying to find.
[AGENT][NEUTRAL] OK, so go under to the left my group do you see where it says my group on the left of your screen?
[CUSTOMER][NEUTRAL] Where is he?
[CUSTOMER][NEUTRAL] Hold on, hold on a minute because, no, I, I only have.
[AGENT][NEUTRAL] My group Resource centers manage.
[CUSTOMER][NEUTRAL] My group, OK.
[AGENT][NEUTRAL] Uh huh click on my group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, OK, invoicing, no?
[AGENT][NEUTRAL] You should see a tab that says invoicing mhm.
[CUSTOMER][NEUTRAL] Due to schedule maintenance, the ability to download your invoice is unavail oh gosh.
[CUSTOMER][NEGATIVE] It's not available. How could I pay on the, on the other hand, it's telling me what I pay, but it's, how could I pay today and that's it and then I would or I would not be able to do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can.
[AGENT][NEUTRAL] Yes, you can pay over the phone if you would like, [PII], and I can connect you with someone in the billing division who can actually process the payment for you, so.
[CUSTOMER][NEUTRAL] Yes, and then maybe next month it will be OK, but I don't want to be losing my time, you know, when, when since I'm not ready yet.
[AGENT][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] So anyway to log in it will be it will be my email address and then the password I created correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, that is correct uh huh and so when you clicked on, when you clicked on the invoicing, it said that there were no, uh what did it say when you clicked on your invoices, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's saying that they were doing some maintenance that it was not going to be available.
[AGENT][NEUTRAL] Oh, OK. Uh, you did get an a maintenance error. OK.
[AGENT][NEUTRAL] Or a maintenance message.
[CUSTOMER][NEUTRAL] Or whatever, you know.
[AGENT][NEUTRAL] OK. Um.
[AGENT][POSITIVE] OK, so yes ma'am, I will be more than happy to connect you over to someone in our billing division who can process your payment for this month, but we at least got you set up in the portal.
[CUSTOMER][NEUTRAL] But now, wait, wait, OK, now after reviewing please submit the invoice it could be complete. I got the invoice. I think I now have it, but submit invoice, no.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Paper check, no ACH, no ACH automatic credit, is that it? Next?
[AGENT][NEUTRAL] Your ACH mhm your information if that's how you had had it in before it should still be there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, because they told me before that I was not able to pay online.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] But I'm looking at it and it's telling me yes it's there. Please confirmation submit submit it's not letting me. Let me, let me be sure that everything is correct.
[CUSTOMER][NEUTRAL] Yes, OK, now.
[CUSTOMER][NEUTRAL] I probably decided to work.
[AGENT][NEUTRAL] Uh, it did work for you?
[CUSTOMER][POSITIVE] Uh it looks like it's working.
[AGENT][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] CMA decides
[CUSTOMER][POSITIVE] Oh yes, please.
[CUSTOMER][NEUTRAL] Or are you?
[CUSTOMER][NEUTRAL] It's working but it's not doing anything error. There was an error processing your request. Oh gosh, please transfer me so I could pay it over the phone.
[AGENT][NEUTRAL] OK, so I'm gonna we're reporting any error messages, [PII], that people are receiving. So what?
[CUSTOMER][NEUTRAL] Yes, it's telling me it's the it's telling. Let me, let me, it, it erase again. Let me try to submit it again to see if they tell me there was an error is is.
[AGENT][POSITIVE] Yes, ma'am, so I can
[AGENT][NEUTRAL] So I can get the specific message so that I can report it to our IT department.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, you'll just tell me what that is.
[CUSTOMER][NEGATIVE] Tell them that they have to get their their act together because it's not working.
[AGENT][NEUTRAL] Hm, we are certainly trying and that's why we're.
[CUSTOMER][NEUTRAL] I know it's not your is the the error that I'm getting it there was an error processing your oh it it goes away. It says there's an error processing your report. You have to call the number, your number, and that's it.
[AGENT][NEUTRAL] OK, so it was, there was an error processing your report or request?
[CUSTOMER][NEUTRAL] Well, let, let me see because it it it it comes and it goes away, so let me try to read the end when it gets.
[AGENT][NEUTRAL] Do you remember? It goes away so quick. Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Error please contact if the error persists, please contact customer service option 4 at your number, your telephone number, and option 4.
[AGENT][NEUTRAL] We're
[AGENT][NEUTRAL] So it said there was an error though processing yeah I know OK, the customer service part I'm not so worried about, but if it was, did it, you may have to click it again. There was an error processing your.
[CUSTOMER][NEUTRAL] Processing your report is the problem persists call the [PII] option 4.
[AGENT][NEUTRAL] OK. OK. There's one word that I'm missing though, [PII]. Yeah, there's one word I'm missing. So it's processing your what? What was the word after your?
[CUSTOMER][NEUTRAL] You want me to clear it again?
[CUSTOMER][NEUTRAL] Well let me see because now it's clicking again let me see.
[CUSTOMER][NEUTRAL] Your request it it was saying your request. I'm pretty sure I'm pretty sure it was, but let me see what they say now.
[AGENT][NEUTRAL] Request, request.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your request, yes, processing your there was an error processing your request is the error persists called the 800 number option 4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, so request so that's I'm just needing specific our IT department is wanting very specific information on error messages, so.
[CUSTOMER][NEGATIVE] Well, they, they, they tell them they want a specific information but tell them on my behalf that they have to be to get their act together. I know it's not your fault.
[AGENT][NEUTRAL] No, it's definitely out of my realm. IT is definitely out of my realm of knowledge. So, which browser also are you using, [PII]?
[AGENT][NEUTRAL] Which web browser are you using?
[CUSTOMER][NEUTRAL] I am Google.
[AGENT][NEUTRAL] Google Chrome, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK alright well I will be happy to get you connected now with someone to process your payment. Again, I'm very sorry about the inconvenience of this but I can assure you they are diligently working to resolve it. So can I help you with anything else before I connect you?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Oh, that's it, thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] No, that's it, thank you.
[AGENT][POSITIVE] OK, OK, you're welcome and thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[AGENT][NEGATIVE] Um, I've got an upset admin frustrated on the line wanting to pay over the phone, the invoice since she can't pay it online.
[CUSTOMER][NEUTRAL] Mm, we can only take debit or credit card was she told that?
[AGENT][NEUTRAL] Well, a bit. So the group number is 26951.
[AGENT][NEUTRAL] It's for CMA Design studio.
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And our callback number is the one in the system for the group.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And everything's fully verified and I did help her get set up on the new profile on the new portal.
[CUSTOMER][NEUTRAL] OK, send it to me.
[AGENT][POSITIVE] OK. Thank you, ma'am. Here she comes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm