AccountId: 011433970860
ContactId: 27efae05-aed1-4425-b382-6aa5e450152a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1352319 ms
Total Talk Time (AGENT): 498705 ms
Total Talk Time (CUSTOMER): 318143 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/27efae05-aed1-4425-b382-6aa5e450152a_20250610T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm with Palmeda Air Solutions. Our group number is 21386.
[AGENT][POSITIVE] Yes ma'am, and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And what was your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Well, I was trying to log into the account to pay the bill. I we we got another a new service portal or something.
[AGENT][NEUTRAL] OK, so you're trying to log into the OSC to pay your bill, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, what do I need to do?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, so I can help you with that. First off, [PII], I will need to verify the group's information with you for security purposes and then we can go from there, OK? So first off, it's all right, so if you could first please verify the name of the group again and the address.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Palmetto Air Solutions LLC [PII].
[AGENT][NEUTRAL] Thank you. And then your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the primary phone number that we have on file for the group is the same as the one that you provided for me, so that is correct, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, thank you so yes ma'am, there was an update Rena to the online service center. You should have received an email um a couple of weeks ago about that, but you would, you will have to set up a new profile.
[AGENT][NEUTRAL] So when you get to the log in page just below that log in bar you should see where it says create OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So you're gonna select that.
[AGENT][NEUTRAL] And then from there,
[AGENT][NEUTRAL] You will select group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on the next screen there's going to be two boxes that have red asterisks beside them, that's the group number and then the email on record so only fill in those two boxes.
[CUSTOMER][POSITIVE] Great number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this time it's going to, you're gonna have to enter a couple of different security codes, Rena, almost like a two-factor authentication.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEGATIVE] It's filling in other things you want me to just wipe those out.
[CUSTOMER][NEUTRAL] It's filling in the phone number and the zip code in the city when I put in my email.
[AGENT][NEUTRAL] It did that by itself? Oh, OK, so this rollout took place last week, Rena. So I know that there have been some.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Updates, you know, we're working through kinks just like within the system.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] So we're just kind of all going through the deep water together. So you're the first person I've talked to that has said it is filling it in by itself. OK, so if just let it do that, did it fill in all those other blanks, the zip, phone number, city and state?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It did it everything except the it did everything except the state.
[AGENT][NEUTRAL] OK, um, OK.
[AGENT][NEUTRAL] So just try, let's just try, just leave the state alone for the moment.
[CUSTOMER][NEUTRAL] So I just go ahead and do next.
[AGENT][NEUTRAL] And just click next and let's see what happens.
[CUSTOMER][NEUTRAL] Complete your account set up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, so it's supposed to send the verification code to my email.
[AGENT][POSITIVE] Mhm. And that and that may take a moment. Sometimes it's really quick and sometimes it, it takes a couple of minutes to get that. So this has been teaching me patience, [PII].
[AGENT][POSITIVE] The new portal has been teaching me patience.
[CUSTOMER][NEUTRAL] I can imagine.
[CUSTOMER][NEUTRAL] I can imagine.
[AGENT][NEUTRAL] It's just, yes, ma'am, you're not the only person that, you know, we've talked to.
[CUSTOMER][NEUTRAL] I was just
[CUSTOMER][NEUTRAL] Just when you think it's just when you think it's getting ready to cooperate, here comes something else.
[AGENT][NEUTRAL] So that's why I said we're just trying to.
[AGENT][NEUTRAL] You know, again, you're the first person that's told me.
[CUSTOMER][NEUTRAL] No ma'am, I, I.
[CUSTOMER][NEGATIVE] I didn't get an email or I would have worked on it.
[AGENT][NEUTRAL] Yeah, so give it just.
[CUSTOMER][NEUTRAL] Or it was time to actually do something.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So we
[AGENT][NEUTRAL] OK. Oh, I'm sorry you didn't get that. You should have received that according to what my understanding is.
[AGENT][NEUTRAL] It's possible it could have gone to your junk or spam folder because I'm not exactly sure.
[AGENT][NEUTRAL] How that went out, what the email was that sent that out, or even the exact date.
[AGENT][NEUTRAL] And I don't know um just while we're waiting if you had additional users assigned in the portal if you had given other people access to that you would just have to also do that again.
[CUSTOMER][NEGATIVE] Just reset them up.
[AGENT][NEUTRAL] Correct, cause I can't see, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll have to say right back up then.
[AGENT][NEUTRAL] If you, who was there or whatever, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, apparently it's gonna take a little bit.
[AGENT][NEGATIVE] You still haven't received it.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Did you, again, it, did you check your junk or spam folder and you may have to refresh.
[AGENT][NEUTRAL] Your email.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, Microsoft on behalf of American Public Life.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Controls
[AGENT][NEUTRAL] Rena, did you get the email finally?
[CUSTOMER][NEUTRAL] Yes ma'am, um
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Doing the code now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let's see if it's gonna change.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], I'm also gonna go ahead and send you an email, yeah, I'm gonna send you an email also that has a user guide for the group level.
[CUSTOMER][NEUTRAL] Email address is verified.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And the one the email you're gonna receive from me will come from [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I've just sent that, so again, hopefully it won't go to your junk folder.
[AGENT][NEUTRAL] Uh, it's gonna take probably a couple of minutes to come through, but.
[CUSTOMER][NEUTRAL] OK, now let's see if I got the new password here.
[CUSTOMER][NEUTRAL] Alright, what's it want display name.
[AGENT][NEUTRAL] I mean that could be your name, the group name.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] That can be whatever you want it to be.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I agree to terms of use.
[CUSTOMER][POSITIVE] I agree to privacy policy.
[CUSTOMER][POSITIVE] Your account has been successfully created go to the dashboard.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, now let's log in.
[AGENT][NEUTRAL] And right now I'm not sure it may want to send you another security code.
[CUSTOMER][NEUTRAL] Yes ma'am it is.
[AGENT][NEUTRAL] OK. Again, that's like a two-factor.
[AGENT][NEUTRAL] Authentication.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Delete the first one so we don't get it confused with the new one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Well, I appreciate your patience.
[AGENT][POSITIVE] Oh, yes, ma'am. You're very welcome.
[AGENT][NEUTRAL] I said we're
[CUSTOMER][NEUTRAL] Because I know I, I know this in the activity you weren't really.
[AGENT][NEUTRAL] Oh, no, ma'am. Like I said, don't feel like you're the only person that has called about the new portal, so.
[AGENT][NEUTRAL] Whether they didn't receive the email or they just had some other type of issue with logging in, but no, ma'am, that's what we're here for.
[CUSTOMER][NEUTRAL] OK, let's just.
[CUSTOMER][NEUTRAL] OK, let's see what we got here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My group
[CUSTOMER][NEUTRAL] No recent activity.
[CUSTOMER][NEUTRAL] Download ID cards invoicing here we go.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Due to schedule maintenance, the ability to download your invoices unavailable at this time, da da da da da.
[CUSTOMER][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Now if you click on invoicing.
[AGENT][NEUTRAL] Do you see under there are 3 different categories open invoices, submitted invoices, and paid invoices.
[CUSTOMER][POSITIVE] Yes ma'am, I'm wanting to pay one.
[AGENT][NEUTRAL] All right, so under that.
[AGENT][NEUTRAL] Underwear it says open invoices you is there an invoice number in that space?
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Nothing.
[CUSTOMER][NEUTRAL] Yes ma'am, it's the one I was going to pay.
[AGENT][NEUTRAL] OK, so you should be able to click on that, I believe.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Add employee no after reviewing, please submit the invoice.
[CUSTOMER][NEUTRAL] Payment selection ACH.
[AGENT][NEUTRAL] And hopefully your ACH information did pull into the new portal.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] On which day would you prefer the auto payment to be processed? Today is fine.
[CUSTOMER][NEUTRAL] OK, it says it's here. It's got the routing number and the account number.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. OK, excellent.
[CUSTOMER][NEUTRAL] OK, so I will hit submit and we'll go from there.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so once you hit submit, you should see that invoice number Rena move into that submitted invoices.
[AGENT][NEUTRAL] Box
[AGENT][NEUTRAL] Where it had been in the open.
[AGENT][NEUTRAL] It should make just submitted.
[AGENT][NEUTRAL] May take a second, but then you should see that there.
[AGENT][NEUTRAL] Can you still say the invoice number was that 6390144?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It says it is submitted now it didn't give me the opportunity to print my little.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Right, once it has the ACH has been processed, that invoice number should then move down into your paid invoices.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Category. So it just kind of bumps down with each step.
[AGENT][NEUTRAL] And I'm not sure if you receive an email or not, you may also have received an email or will receive an email about it.
[AGENT][NEUTRAL] But I'm not 100% sure. I just know that for sure it does move from one, from one category to another.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and you should have that email that I said that I was gonna send to you with the user guide.
[AGENT][NEUTRAL] To just give you a little more instruction on using the portal.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Well, it's just, it just has its different nuances from the other so we just have to get used to it.
[AGENT][POSITIVE] It does. Yes, ma'am. Yes, ma'am, we do, and they've assured us that it's gonna be a lot easier, you know, to use and of course, we've just gotta get used to it first.
[CUSTOMER][NEUTRAL] That's true.
[AGENT][NEUTRAL] Change can be hard for us.
[AGENT][NEUTRAL] I know it can for me speaking from personal experience, but.
[AGENT][NEUTRAL] Such as the world we live in, it's constant change.
[CUSTOMER][NEUTRAL] That's true.
[CUSTOMER][NEUTRAL] Something changes every day just about.
[AGENT][NEUTRAL] Isn't that, isn't that the truth?
[AGENT][NEUTRAL] Well is there anything else, [PII], that I could help you with at the moment?
[CUSTOMER][NEUTRAL] Well I've got to get some information into uh APL um.
[CUSTOMER][NEUTRAL] One of our
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, employee [PII], I had taken him off the invoice last month, but.
[CUSTOMER][NEUTRAL] Putting in there that his wife had signed him up for her work coverage.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the way she told him she was going to investigate it, well, she didn't just investigate, she signed him up and didn't tell him anything about it.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So he has been technically double covered.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I need to get that information into you so what would be a good email or something where I could get that?
[AGENT][NEUTRAL] Yes, you can email that to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Again, that's [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And so that's just gonna be a termination for him, right? OK.
[CUSTOMER][POSITIVE] I will get that out to you later on today so we can.
[CUSTOMER][NEUTRAL] Yes ma'am, because it, uh, like I said, he's, he's basically been double covered.
[AGENT][NEUTRAL] OK, so yes ma'am, just if you'll just send that email request with the termination date and make sure to include, you know, the group number and as much information, his policy number that that you can.
[AGENT][POSITIVE] And we will get that taken care of for you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much for your help and your patience and your understanding.
[AGENT][POSITIVE] Well, you are certainly, uh, well, you're very welcome and thank you for your patience and your understanding and getting this new portal up and up and going for everyone, so.
[CUSTOMER][NEUTRAL] OK, and where do I log out of this?
[CUSTOMER][NEUTRAL] OK, where's my log out now?
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Dashboard.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, here we go.
[AGENT][NEUTRAL] Then
[CUSTOMER][NEUTRAL] PA log out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right then. Well, if you have any other issues or any other questions about the portal right now, just please give us a call and we'll be happy to help you.
[CUSTOMER][POSITIVE] Alright, thank you so much for your help.
[AGENT][POSITIVE] Well, absolutely. It was my pleasure and thank you for calling APL. I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.