AccountId: 011433970860
ContactId: 23551678-ed81-45ba-bbcb-0b5677568bb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418959 ms
Total Talk Time (AGENT): 169830 ms
Total Talk Time (CUSTOMER): 148434 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/23551678-ed81-45ba-bbcb-0b5677568bb7_20250603T12:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Nav Industrial. I can give you our group number if that's helpful.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] It's 15896.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Alright, in [PII], I just need you to verify um a good contact number in case we're disconnected and your mailing address.
[AGENT][NEUTRAL] I'm sorry, your email address.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mailing address or email?
[AGENT][NEUTRAL] Both, but I meant to say email.
[CUSTOMER][NEUTRAL] OK, um, best phone contact number is [PII].
[CUSTOMER][NEUTRAL] The email address on the account that I used is [PII]
[CUSTOMER][NEUTRAL] [PII]. You may also have [PII] and the mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that. And
[AGENT][NEUTRAL] All the information provided is a verification of benefits, not a guarantee of payment. The the mailing address for the PO box that we have is Hardy. Is that, can it be either city?
[CUSTOMER][NEUTRAL] Uh, no, it's just so.
[CUSTOMER][NEUTRAL] Um, the physical address would be the [PII] address. The PO box is [PII], and that's where we received mail at.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you, uh.
[AGENT][NEUTRAL] If you want to change that, because I can't change it over the phone because it's for a group, but if you want to change it just um email [PII] and we can get that city corrected because right now it's showing, well, the physical address is showing fine, but then it says [PII].
[CUSTOMER][NEUTRAL] Well, on the bill that was invoice 52525 that we received, it's showing correctly, so I, I, I'll email them later. That's not my problem right now. My problem is last month I was able to get in and pay my bill online and everything was fine. You guys have obviously updated something and I cannot get into the system to save my life.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, it's not just you, it's, yes, it's everyone. Um, the new system dropped on Friday and we've been having issues with logging in. Um, have you already tried to create because with the new system you'll have to create um
[CUSTOMER][NEUTRAL] The online
[AGENT][NEUTRAL] A new account using your email. It doesn't ask for username anymore. Have you selected the Create OSC account and gone through as a group, or you just tried to log in with your information?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I've tried both. It just keeps going around. I don't know. I don't know the phone number on file. It could be one of many.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And maybe it's using the hardy zip code instead of the.
[AGENT][NEUTRAL] No, no, it's, it's not you. It's not what you're putting in. What I'm saying is they're having technical issues because they've released the new, the new system, so they're working on that so that you all can log in.
[CUSTOMER][NEUTRAL] Like, I'm really
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. So, let me try.
[AGENT][NEUTRAL] Yeah, it's nothing that you, you.
[AGENT][NEUTRAL] It's nothing that you're inputting. I'm gonna put your name on the spreadsheet and let IT know that you're having issues even after you try to create the new account with your group email, um, and then they will reach out to you and help you with the process because it's not on your end, it's our end.
[CUSTOMER][NEUTRAL] OK, so how do I make the payment for
[CUSTOMER][NEUTRAL] Of this invoice that's due by [PII]. Are they gonna reach out to me before?
[AGENT][NEUTRAL] Um, if you like
[AGENT][NEUTRAL] They, they are supposed to, they're saying 24 to 48 hours, but if you'd like to make the payment over the phone, you can, um, or
[AGENT][NEUTRAL] Let me see, hold on one moment.
[CUSTOMER][NEUTRAL] I can do a payment over the phone. Just tell me how to do it, girl.
[AGENT][NEUTRAL] OK, let me get a group billing rep for you and I'm gonna put all your information on the spreadsheet so I can reach out to you. Um, before I reach out to group billing, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't think so, but thank you.
[AGENT][NEUTRAL] You're very welcome. Well, thanks for calling APL and hold on one moment while I get a billing rep for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] I did not put myself in the team's call and oh well.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good, [PII]. How are you today?
[AGENT][NEUTRAL] I'm doing good. Um, I have a group admin on the other line who, uh, she was trying to make a payment online, but they can't log in, so she's trying to see if she can do it over the phone for the group.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, sure, do you have the group number hon?
[AGENT][NEUTRAL] Mhm. It is 15896.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, thank you, and this is for Nav Industrial and who am I speaking with?
[AGENT][NEUTRAL] Yes, um, you're speaking with [PII].
[CUSTOMER][POSITIVE] With [PII]. OK. All right, thank you, [PII]weetie. I'll be glad to help her.
[AGENT][NEUTRAL] Alright, thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good morning, [PII]