AccountId: 011433970860
ContactId: 3afc6a63-a609-4e28-a5e0-afe4fc9ab018
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272320 ms
Total Talk Time (AGENT): 77135 ms
Total Talk Time (CUSTOMER): 137777 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3afc6a63-a609-4e28-a5e0-afe4fc9ab018_20250612T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Um, hi, this is [PII]. I, I'm having trouble logging in to the online service center. I think you guys changed the interface a bit, um, but yeah, it requires an email address now, and the email address that I'm entering, um, they're not accepting it.
[AGENT][NEUTRAL] OK, have you created a new account, [PII]?
[CUSTOMER][NEGATIVE] No, I have not. The previous account that I was using, um, the email for it was [PII], and I only had my, I only used my username and password, um, to, to log into the website, uh, but now they're requiring the email address and I am entering the email address, the original email address that was provided, but they're saying that there is no account as for this address.
[AGENT][NEUTRAL] Yes, ma'am. So you have to create a whole new account. This is a new online service center, so you have to create a new account. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I'm, I'm gonna have to do that then. I just wanted to confirm that if the payments had been made for June for two of my groups, can you check that? I can tell you the group IDs.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Um, 25912.
[AGENT][NEUTRAL] And the other one?
[CUSTOMER][NEUTRAL] Um, the other one is 25553.
[CUSTOMER][NEUTRAL] The payment for June has it been has it been processed?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] 25912 Key Service Group, can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] Um, it's [PII], and then the zip code is [PII].
[AGENT][POSITIVE] Thank you. And what about the contact name we should have?
[CUSTOMER][NEUTRAL] Um, it does not say so on the invoice, um, yeah, I don't, I don't have the.
[CUSTOMER][NEUTRAL] Yeah, I don't have the contact name. It just says key service group.
[AGENT][NEUTRAL] OK, and who are you calling from?
[CUSTOMER][NEUTRAL] Um, I'm the benefit administrator. I'm [PII].
[AGENT][NEUTRAL] All right, [PII], can you verify the phone number we should have?
[CUSTOMER][NEUTRAL] Um, the phone number that you should have.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, that's not the phone number we have for the group.
[CUSTOMER][NEUTRAL] Oh, do you have [PII] as the main BOC for this group because he doesn't work there anymore.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEGATIVE] Yeah, he's not with us anymore.
[CUSTOMER][NEUTRAL] Um, and that's it's his name on the invoice as the BOC that you're asking for to you [PII]?
[AGENT][NEUTRAL] Yeah, he's the main contact that we have on file. So if he's not there anymore, we need to get that updated and we need, we would need something in writing.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, OK, I'm gonna make a new account from scratch as well so um I'm gonna get this information updated.
[CUSTOMER][NEUTRAL] Um, about the payments, has it been, has these been, have, have those been processed? I just need to confirm if they've been processed so that I can continue making the new account.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For both of these groups.
[AGENT][NEUTRAL] And the other group number was 25553.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the name of that group?
[CUSTOMER][POSITIVE] Peaceful River uh Peaceful River residential.
[AGENT][NEUTRAL] All right. Is it the same address?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. It's the same address.
[AGENT][NEUTRAL] Alrighty, let me look, [PII].
[AGENT][NEUTRAL] Uh, for this group June has been, uh, paid and processed for the other group, the same thing. Both, both groups have, um, the June invoice has been paid and processed.
[CUSTOMER][POSITIVE] OK, OK, thank you so much. I'm gonna continue making the new accounts. Thank you for your assistance.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that will be all thank you.
[AGENT][POSITIVE] All right, thank you for calling APO and you have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thanks.