AccountId: 011433970860
ContactId: 3ea87f2a-2698-4add-b007-30df31c53b92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420600 ms
Total Talk Time (AGENT): 164606 ms
Total Talk Time (CUSTOMER): 190069 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/3ea87f2a-2698-4add-b007-30df31c53b92_20250605T14:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, uh, we're trying to log in to the new site, um, to make a payment, um, on APL, and we're filling out the information on the sign up.
[CUSTOMER][NEUTRAL] And it is.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Accepting the information that we're submitting so it said to call this number and option 4.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what is that group number, please?
[CUSTOMER][NEUTRAL] 15592
[CUSTOMER][NEUTRAL] Allegro Resorts Marketing Corporation.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And verify the group mailing address and the email address and uh phone number please.
[CUSTOMER][NEUTRAL] [PII]. Um, what other information? Phone number [PII]. Uh, email address on record should be [PII] and she is here with me.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And can I speak to Ms. [PII], since I do show she's the contact person on the group.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi Ms. [PII], um.
[AGENT][NEUTRAL] I do see a different email address for you in our system.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, ma'am. Um,
[CUSTOMER][NEUTRAL] You have one year
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that could be the reason why you're probably not being able to set up online. Um, and what is the correct email address? You may have to email it to our care team so it can be corrected in the system because I show a different email than what he just verified.
[CUSTOMER][NEUTRAL] Is there any other information that I can share? I can share you a policy number for each and every single one of our employees as per our invoice. I can tell you the amount.
[CUSTOMER][NEUTRAL] You know, we've been paying this for many years now I guess with this last change because we used to have [PII] as the login, um, but now we're, we're, it's, um, we had a username which was just her and [PII] was the username, um, but now I guess things have changed and there's a different way of logging in.
[AGENT][NEUTRAL] Yes sir, the online service center was updated and so you have to create a new account and like I said we have a different email address. I don't know if you tried that email address to set up, but um we have a different email address in our system. So in order to have it corrected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No this is this is the only email address that we have [PII]. It's not a, it's not a personal email, is it?
[CUSTOMER][NEUTRAL] The [PII] account?
[AGENT][NEUTRAL] I'm not sure. It's showing up [PII].
[CUSTOMER][NEUTRAL] Oh, that's the same is the alias, OK.
[CUSTOMER][NEGATIVE] Yeah, but it's the same should be that's it, it's the same company, yeah, but it still gives us an error with that one.
[AGENT][NEUTRAL] OK, so are you selecting, um, create a new account and then group?
[CUSTOMER][POSITIVE] Yeah, group, exactly.
[AGENT][NEUTRAL] OK, and then it will ask for your group number?
[AGENT][NEUTRAL] Um, zip code, phone numbers, city, uh-huh, email on record.
[CUSTOMER][NEGATIVE] Group number, zip code, phone number, phone number, uh-huh, yeah, city, email record and the state. Yes, uh all that information, but it's still giving us an error.
[AGENT][NEUTRAL] Uh, what phone number are you using? the one that you gave me?
[CUSTOMER][NEUTRAL] Yeah, [PII], which is our main office line.
[AGENT][NEUTRAL] OK, and you're using the email address again? I'm sorry.
[CUSTOMER][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII] and we've also tried [PII], which is the actual email for the company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I might have to um send a request for them to investigate this and give you a call back or email you back when it's been corrected or given a solution. Do you, um.
[CUSTOMER][NEUTRAL] Uh email please, um, email via email please to [PII].
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] In the meanwhile, can we make a payment?
[AGENT][NEUTRAL] Um, you can do phone payment.
[AGENT][NEUTRAL] And give me that last part of that email address again, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Um, but yes, I can transfer you over to our billing department if you would like to make a credit card payment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh, no credit card, no, that has to be, uh, with a bank account eheck.
[AGENT][NEUTRAL] Um, well, we can send a copy of the invoice and you can send that and the check to our office.
[CUSTOMER][NEUTRAL] No, I mean ehe normally we enter and we just put in the, the bank account information for for the ACH payment. We've always paid online.
[AGENT][NEUTRAL] Understand, but uh since you're not able to get onto the online service center, the only other option besides making a payment on um over the phone with a credit card is to mail a check.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No problem then we won't pay you guys until we fix our user name.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] I will send a request so someone can give you a call uh email back on the.
[AGENT][NEUTRAL] The um online service center, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all. It's really just we just need to be able to get in there so that we can pay. Alright. Alright, thank you so much. Appreciate your time. We'll just keep an eye out for that email.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. Have a great day.
[CUSTOMER][POSITIVE] Alright, thank you thank you bye bye.