AccountId: 011433970860
ContactId: 259c6d4d-7b07-4f48-b01f-6f5a8c5bb9f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418940 ms
Total Talk Time (AGENT): 198664 ms
Total Talk Time (CUSTOMER): 168040 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/259c6d4d-7b07-4f48-b01f-6f5a8c5bb9f9_20250611T18:59_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, my name is [PII]. I'm calling from MTV Inc.
[CUSTOMER][NEUTRAL] Um, I'm calling because I, I can't access my account. Um, I always go, go online and put my user and password, but that is not working this month. So I need to find out what is happening.
[AGENT][NEUTRAL] OK, I'm sorry, who are you with?
[CUSTOMER][NEUTRAL] MCV Inc DBA McDonald's.
[CUSTOMER][NEUTRAL] We're a customer.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I'm sorry one more time I'm, I just can't hear. I'm sorry.
[CUSTOMER][NEUTRAL] MCB Inc DBA McDonald's.
[AGENT][NEUTRAL] MCB like M as in Mary, S as in.
[CUSTOMER][NEUTRAL] And no, no, no, no, N as in Nancy, C as in cat, B as in boy.
[AGENT][NEUTRAL] And this is the agency correct?
[CUSTOMER][NEUTRAL] No, no, no, no, no, I'm a customer, so I, I don't know if I have the the wrong extension.
[AGENT][NEUTRAL] Um, OK, so is this, so this is a group then in in CB is a group with us?
[CUSTOMER][NEUTRAL] I have a group number here in my in my invoice yes.
[AGENT][NEUTRAL] Yeah sure what's is it, give it to me and I'll see if it matches what I just found.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, it's 15767.
[AGENT][NEUTRAL] And you're 15767. Give me just a second, I switch to my screen.
[AGENT][NEUTRAL] And you're an insured correct with this group?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, and what was your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So we did switch um we did launch a new OSC.
[AGENT][NEUTRAL] I'm, I'm assuming that you're trying to get to on to your online service center.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so we did, we did launch a new OSC um two Mondays ago, so you do have to create a new account.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So where you usually go yeah where you usually go to sign in you should see at the bottom um it should say create a new account.
[CUSTOMER][NEUTRAL] Oh, OK, so
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] I see here clear your OSC account.
[AGENT][NEUTRAL] Yes, so then, give me just a second, let me get where you are.
[AGENT][NEUTRAL] Um, yes, create your OSC account and then you'll pick the option of insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then hit next and then you'll just follow the prompts and you'll set up um a new account and it'll be based off of your email.
[CUSTOMER][NEUTRAL] Right, but here is asking me for last name and the name that I see in my bill is NCV Management Inc. What should I put in last name and member ID?
[AGENT][NEUTRAL] So that would be, so your last name would be um like you'd put [PII] there and then you can use your social security number or I believe a member ID would be your policy number.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, no, no, but, but the policy is not under my name, it's under the company name it's under NCV Management Inc.
[AGENT][NEUTRAL] Right, but you still can have, like you still can go in.
[AGENT][NEUTRAL] And create an insured OSC.
[AGENT][NEUTRAL] But you still have to use your last name.
[CUSTOMER][NEUTRAL] But I cannot put my.
[CUSTOMER][NEGATIVE] But I cannot, I cannot put my my social security there, this is not under my name, so.
[CUSTOMER][NEUTRAL] This is for the company, so.
[AGENT][NEUTRAL] So do you.
[CUSTOMER][NEUTRAL] There has to be another way.
[AGENT][NEUTRAL] So are you, do you have insurance with us?
[CUSTOMER][NEUTRAL] OK, I'm calling on behalf of my company, the company that I work for, so the policy is under NCV Management Inc.
[AGENT][NEUTRAL] OK, understood.
[CUSTOMER][NEUTRAL] It's not under my name, it's not a personal, it's not a personal policy.
[AGENT][NEUTRAL] OK, so you're not insured with NCB you work for NCB, correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I understand. OK, so now um you can cancel that, but you will go to create your OSC account and you'll do a group.
[AGENT][NEUTRAL] And then you'll hit next. Group is right beside insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can put your group number in um and then the email that's on record and then you can um.
[AGENT][NEUTRAL] It next from there.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's also a problem because I'm not sure which email you have in records.
[CUSTOMER][NEUTRAL] So I, I, I'm not sure because we received the invoices uh by regular mail, not in an email so I'm not sure which emails do you have there.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I'm putting here the phone number. I'm putting my the the address zip code, uh, so I can put the stay. I have the group number that I just gave you, but in the email I'm not sure I'm gonna try with this one, but give me one sec.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, you said no user was found.
[AGENT][NEUTRAL] What, what email are you?
[AGENT][NEUTRAL] What email are you trying?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm trying accounts payable [PII].
[AGENT][NEUTRAL] Yeah, I think that it's um it's this is [PII] is our group contact.
[CUSTOMER][NEUTRAL] Oh, it's [PII], uh, OK, so.
[AGENT][NEUTRAL] Yeah, so she, so she would have to create this account using her email address.
[AGENT][NEUTRAL] And then once she creates the account she can add you as a user.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So you can
[CUSTOMER][NEUTRAL] OK, I have [PII] an email here, so give me a second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's just gonna go you're gonna get a verification code and it's gonna go to her email address, so I don't know if she's available.
[CUSTOMER][NEUTRAL] I'm pretty sure they are gonna
[CUSTOMER][NEUTRAL] Right, but um, but
[CUSTOMER][POSITIVE] Yeah, she's [PII]ere with me, so I'm gonna send the, the link to her. OK, perfect, so, perfect, so we should be good now.
[AGENT][POSITIVE] Oh perfect.
[AGENT][NEUTRAL] OK and you'll just follow the once she receives that verification code, go ahead and put it back into the log in create your password it's gonna ask you to verify one more time and then she can get in and um put you as a user so that you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Also get in
[CUSTOMER][POSITIVE] OK, I understand that. Perfect, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course, I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thanks bye