AccountId: 011433970860
ContactId: 20dac411-d6f3-4fc7-bf6b-8f105e8c5239
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133830 ms
Total Talk Time (AGENT): 42329 ms
Total Talk Time (CUSTOMER): 80070 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/20dac411-d6f3-4fc7-bf6b-8f105e8c5239_20250609T12:06_UTC.wav
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[AGENT][NEUTRAL] [PII], this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], and I'm calling from Pascal Truck Lines. We have our group, uh, insurance with you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Um, our group code is 16265.
[AGENT][NEUTRAL] All right, let me pull this up here, [PII]. What's going on?
[CUSTOMER][NEUTRAL] Well, I'm not able to access our account through the well through the website.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the employees, so I get an email every month with our invoice attached or.
[CUSTOMER][NEUTRAL] It actually tells me to click here, right? Your invoice notice your most recent invoice is now available online for viewing and reconciliation for easy access click here takes me to the link so I clicked there this month and it's different it looks all different, so I don't know if you got a new system or or what have you but when I enter the information that I have that I have been accessing with.
[CUSTOMER][NEUTRAL] Says no record of the employer on file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we did update the online service center this week well actually it was last week, excuse me, so if your group has not created a new um username and log in you will need to do that on the a.m. public site you're gonna click create OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh OK, so I have done that.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I enter all the information our group number or zip code, um.
[CUSTOMER][NEUTRAL] The phone number uh.
[CUSTOMER][NEUTRAL] And it tells me, let me tell you.
[CUSTOMER][NEUTRAL] Actually it just went through. I'll be damned. You're good luck.
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] Hey, I like that. I was gonna say maybe something doesn't match. Let's double check we'll figure it out, but I'm glad it worked, yay.
[CUSTOMER][POSITIVE] Yeah, certainly did thank you so much appreciate your help.
[AGENT][POSITIVE] You're not, you're very welcome. Have a good day, [PII]. All right, bye bye.
[CUSTOMER][POSITIVE] Have a great day bye.