AccountId: 011433970860
ContactId: 40a7fc91-dfd0-4009-9af5-19148565b15d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311660 ms
Total Talk Time (AGENT): 116773 ms
Total Talk Time (CUSTOMER): 146055 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/40a7fc91-dfd0-4009-9af5-19148565b15d_20250605T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Lincoln County Fire. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I am good also um I am trying to get on to the online service center and I am having issues.
[AGENT][NEUTRAL] OK, um, we did do like an update change this week. Have you registered with everybody has to register a new account. Have you tried to do that?
[CUSTOMER][NEGATIVE] So I am trying to do that and I can't get it says no account found.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So let's
[CUSTOMER][NEUTRAL] I tried a couple times, sorry.
[AGENT][NEUTRAL] No, that's all right. Let's see. What's the group number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The group number is 24145.
[CUSTOMER][NEUTRAL] That'll be Lincoln County Fire.
[AGENT][NEUTRAL] Yeah, OK. Let me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So it should be my email I use the district's phone number.
[CUSTOMER][NEUTRAL] Our zip code
[AGENT][NEUTRAL] And you're [PII], correct?
[CUSTOMER][NEUTRAL] I'm [PII]. I don't know who [PII] is.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah, sorry.
[AGENT][NEUTRAL] What is the email I'm sorry, not the email, what is the physical address for the group?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so the contact email on here is [PII]. I can't pronounce his last name, [PII]
[CUSTOMER][NEUTRAL] Can
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, that's interesting. So, hm, so that's just a hub we're using, hm.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So can I change it back to mine because that's what it was. I wonder why he did that.
[CUSTOMER][NEUTRAL] I don't even know who that is but um.
[AGENT][NEUTRAL] Right, OK, let me see what, so the way it's working.
[CUSTOMER][NEUTRAL] So the decrease is, yeah, go ahead.
[AGENT][NEUTRAL] I was just gonna say the way it's working is that the email on the contact is the one that has to initially be registered and then from there like before once you get in you can manage users and add additional emails and logins and things of that nature but you don't even know who that email is.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's just the insurance agency like we used it's all union local stuff but it's always been my email address. I'm the admin I'm the admin for the APL and for the district.
[CUSTOMER][NEUTRAL] So I don't know, I don't know how he even got in unless he just got in beforehand. So can you change it back to my Drea?
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] And you can look back, it's always been me.
[AGENT][NEUTRAL] Read me the email, please.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Trying to look in here and see when or who was changed by.
[CUSTOMER][NEUTRAL] So we have all our insurance. Uh this is all just hub up, but we have all our insurance through a local because we got you we're fire district obviously, so we have a local. So we've always done the APL as our gap insurance. So the only thing I know is that if they got in because when we do our renewal, it, you know, you guys sent it to us, well, normally.
[CUSTOMER][NEUTRAL] They are they were trying to put everything in one group like one bill.
[CUSTOMER][NEUTRAL] Is the only thing I can think of is that how they got in there to even know so that's usually separate.
[CUSTOMER][NEUTRAL] I mean we're the ones paying it we're the ones managing it's our people.
[AGENT][NEUTRAL] OK, alright, [PII], so they do ask that you send an email to the care team to update the email on the group and so um I don't know if you have that email I can give that to you and then they can switch it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] You can give it to me. I'm sure I have it in my old ones, yeah.
[AGENT][NEUTRAL] OK. It's Care Team just like it sounds, [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, you, it's your normal one then, yeah, I got that one. I use it all the time.
[AGENT][NEUTRAL] Yeah, so just send them an email and let them know that you need that updated so you can create your profile on the OSC that you need that removed.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] OK. Perfect. Awesome, awesome, yeah, I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good one.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.