AccountId: 011433970860
ContactId: 39a16e69-fa49-4085-9cd2-1a32e6ab296b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202500 ms
Total Talk Time (AGENT): 62730 ms
Total Talk Time (CUSTOMER): 83584 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/39a16e69-fa49-4085-9cd2-1a32e6ab296b_20250609T20:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um yes, hi, we started an account, uh, recently in March, and we were supposed to be set up on.
[CUSTOMER][NEUTRAL] And then I
[CUSTOMER][NEGATIVE] Invoices, but um when I signed in to check on the account it says that they couldn't find it.
[AGENT][NEUTRAL] Yes, ma'am. The online service center was updated uh last week and so you have to create a new login.
[AGENT][NEUTRAL] Um, but what is your name and the group number, please?
[CUSTOMER][NEUTRAL] OK, the company is called Eastern Plastering Corp.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, Eastern Plastering Corp is the name of the company?
[AGENT][NEUTRAL] And do you have a group number?
[CUSTOMER][NEUTRAL] Uh, yes, 80121.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Give me one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Houston plastering company.
[AGENT][NEUTRAL] OK, yes, ma'am. And Miss [PII], verify the group mailing address, uh, the email address and phone number, please?
[CUSTOMER][NEUTRAL] OK, the company address is [PII].
[CUSTOMER][NEUTRAL] My email [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The third question?
[AGENT][NEUTRAL] The phone number, the group phone number?
[CUSTOMER][NEUTRAL] Uh, 3
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yes ma'am, uh, you will have to set up a new online account since it has been updated.
[CUSTOMER][NEUTRAL] How do I do that? Just say new account when it, when I go to the front end?
[AGENT][NEUTRAL] Uh, yes ma'am, you would select create your OSC account and choose group.
[CUSTOMER][NEUTRAL] And then put in insurance.
[AGENT][NEUTRAL] No group
[CUSTOMER][NEUTRAL] Group, OK.
[AGENT][NEUTRAL] Yes ma'am, and then you put in a group number and the email address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] They have is what is listed for it, right? Yeah.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The the the information I gave you is what you have on your records.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] And I'm there, will it let me pay anything because we thought it was on an automatic payment, but then I got a bill, but I'm not sure if it's if it's being taken or not.
[AGENT][NEUTRAL] No ma'am, we don't do automatic payments. Uh, payments can be sent as uh ACH via the online service center.
[CUSTOMER][NEUTRAL] OK, so if I sign on and something a payment it has.
[CUSTOMER][POSITIVE] You get to be up to date.