AccountId: 011433970860
ContactId: 35cfb798-36f1-45d5-b62d-c024d60469fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 855719 ms
Total Talk Time (AGENT): 244683 ms
Total Talk Time (CUSTOMER): 324249 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/35cfb798-36f1-45d5-b62d-c024d60469fd_20250603T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] um I am online currently, uh, trying to log into my group account and to make payment and that's normally how I do it every month and I've noticed that it looks a little different this month and I'm entering in what I normally enter and it's saying that they do not have this on file.
[AGENT][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] So I'm wondering if
[AGENT][NEUTRAL] You need help with the the OSC? I can help you with that. I can help you with that. Um, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Yes, yes, please.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And my phone number here at the office is [PII].
[AGENT][NEUTRAL] And what's your group number, [PII]?
[CUSTOMER][NEUTRAL] Hold on a second, it is 15611.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Can you verify the address?
[AGENT][NEUTRAL] And phone number for me please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we just launched a new OSC or an online portal so you'll need to re-register.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, once you reregister, everything should have ported over. Um, if you want to go ahead and set that up while we're on the phone in case you run into any issues, you'll go into, uh, the new [PII]. Um, I do suggest to make it go a little bit faster. you clear your browser history.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And we can go through it step by step.
[CUSTOMER][NEUTRAL] OK, um, can I use the link? What I was doing is I was using the link from the email, you know, saying that your bill is now available to reconcile, blah blah blah blah blah, and I clicked on and that's where do you want me to like actually go into, you know.
[CUSTOMER][NEUTRAL] Up at the top and type in.
[AGENT][NEUTRAL] Yeah, just type it in [PII], yeah, just in case.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, American Pie book Life, OK.
[CUSTOMER][POSITIVE] OK, so it's OK, it's secure.
[AGENT][POSITIVE] Secured
[CUSTOMER][POSITIVE] Am at [PII].
[AGENT][NEUTRAL] Right, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and it goes to create your own your OC account.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, ma'am, and then you'll click group.
[CUSTOMER][NEUTRAL] OK, that's what I did and it's still.
[CUSTOMER][NEUTRAL] Gave me issue. OK, group number again was 1, what was it 15161 hold up pulling up old bills.
[AGENT][NEUTRAL] 151515611.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 15611 yeah I did this.
[AGENT][NEUTRAL] And what was the email that you used?
[CUSTOMER][NEUTRAL] Because that's why I figured I'm like, oh it looks stiff [PII].
[AGENT][NEUTRAL] Yeah it is different.
[AGENT][NEUTRAL] OK, I just wanna make sure.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] 61,450 that's where all you know the bills and stuff come to.
[AGENT][NEUTRAL] Yeah, that is the phone number that we have on file.
[CUSTOMER][NEUTRAL] It's office, right? Office of competence.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it's and the email you have is [PII], yeah, that's what.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] Next, oh no it says complete, of course.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then so what it'll do is it'll make it'll once you click continue after it's complete um it'll ask you to send a verification code.
[AGENT][NEUTRAL] And you'll get into that email and you'll click the you'll get the verification code and it should only ask you that one more time so after you've created the whole account, the very first time that you log in, it will probably ask you for that verification code again it shouldn't do that every time you log in though.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and display name is just like what it'll say I'm logged in as or something?
[AGENT][NEUTRAL] Right, so you should be able to log in through email so the display name is just so that you can track who everyone is um.
[CUSTOMER][NEUTRAL] So what that means?
[AGENT][NEUTRAL] You will need to re-add if you had any other um group admins you'll need to re-add them um it'll send them an email once you put it in there and then typically the display name is just to help verify who's who.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can make it whatever you'd like, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, send verification code OK and.
[CUSTOMER][NEUTRAL] Office inbox.
[CUSTOMER][NEUTRAL] Come on, on 11.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Here, here we go.
[CUSTOMER][NEUTRAL] Pa
[CUSTOMER][NEUTRAL] Pas
[CUSTOMER][NEUTRAL] Verify code
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][POSITIVE] I agree I agree continue.
[CUSTOMER][POSITIVE] It has successfully been created perfect.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, let's log in and see if it.
[CUSTOMER][NEUTRAL] Send verification code again.
[CUSTOMER][NEUTRAL] That's the email.
[CUSTOMER][NEUTRAL] OK, got that now.
[CUSTOMER][NEUTRAL] Copy.
[CUSTOMER][NEGATIVE] Oh, it's like giving me a little crazy twirly twirls now.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] It's the log in thing is twirling and where I would said put verification code and it's gone.
[CUSTOMER][NEUTRAL] I clicked back into the other screen to get the verification code and when I went back it.
[CUSTOMER][NEUTRAL] The log in where it says log in it's [PII] and the the little screen that popped up where it said put your verification code is gone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, well that shouldn't happen.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So you created the account and everything is good on that part?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm yeah and then and I clicked it and it wanted me to send the verification code again and then I got the next one, so I had to go back into the email, so I got the second one and I copied it and I went back to paste it in and that window is gone and now the log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] The log in on the main page is just twirling.
[AGENT][NEUTRAL] It's just twirling OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, closed out of it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um go back into [PII] and try to um log in again.
[CUSTOMER][NEUTRAL] Leave.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] what was it secure a I forgot again [PII].
[AGENT][NEUTRAL] [PII]. [PII]. Yes, ma'am.
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, [PII].
[AGENT][NEUTRAL] [PII]. Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, OK, log in.
[CUSTOMER][NEUTRAL] Alright, pomping both send verification code, OK.
[CUSTOMER][NEGATIVE] Sending it again now I have to click out of this and go into my email.
[CUSTOMER][NEUTRAL] So I will go back and refresh again.
[AGENT][NEUTRAL] Oh, are you using the same browser for your email and for this?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But it's two different tabs, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, OK, I just want to make sure.
[CUSTOMER][NEUTRAL] Yeah, I went back to that, yeah, it's doing the same thing.
[CUSTOMER][NEUTRAL] I clicked back on the APL tab and it's the log in that that um window that had you know put in your verification code is gone and the main page is back up and the logins just swirling. Should I click on the log in, see if it does anything it doesn't do anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It doesn't do anything? OK.
[CUSTOMER][NEGATIVE] Doesn't do anything. Mm.
[AGENT][NEGATIVE] Let me put in an IT ticket for this because it shouldn't be doing that.
[CUSTOMER][NEUTRAL] I can go onto a different computer and.
[CUSTOMER][NEUTRAL] Try to access my email through the different computer.
[AGENT][NEUTRAL] No, if, if they're different tabs, it shouldn't have an issue. I mean, the only thing you could really do is pull out the tab and put them side by side, but I don't see why that would change it. Um.
[CUSTOMER][NEUTRAL] Yeah, I mean.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me go ahead and put in a service ticket cause it just, if it's still spinning like that, it's not like you're using the same tab. OK.
[CUSTOMER][NEUTRAL] Yeah, it's just spinning.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Let me see real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Is it just a completely blank screen or does it just show log in and it just keeps spinning?
[CUSTOMER][NEUTRAL] It just says log in and it's spinning.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And when I click on that, you know, it doesn't do anything.
[CUSTOMER][NEGATIVE] That's honestly what it did to me when, when I tried to create the account before I called you, and that's what it did, but then it went through when I called when I was talking to you, um, and then now it's just doing the same thing again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now let me put in a service ticket for that.
[AGENT][NEUTRAL] And what browser are you using?
[CUSTOMER][NEUTRAL] Um, uh, Google.
[CUSTOMER][NEUTRAL] Google Chrome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I only ask because our IT will ask that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have a preferred way that we contact you through email or phone?
[CUSTOMER][NEUTRAL] Email please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And was there something in particular you're trying to get done today? Were you trying to pay an invoice?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me go ahead and send you to group billing.
[CUSTOMER][NEUTRAL] I mean, it can, it can
[CUSTOMER][NEUTRAL] It can wait. It's not due until the [PII], so I'd rather, you know, have it all set up and figure it out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and it should be once we get the issue resolved um.
[AGENT][NEUTRAL] I have heard that people have, uh, that groups have seen that all of their information transferred over, including their banking and anything like that, so that shouldn't be an issue once we get this part resolved.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right, thank you for your help.
[CUSTOMER][NEUTRAL] No ma'am, so I'll I'll hear from in the email once everything looks like or they, you know, attempted to fix it.
[AGENT][NEUTRAL] Give it 24 to 48 hours, but yes, um, I have them contacting you through email.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Alright well thank you so much, [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Have a, have a great day bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.