AccountId: 011433970860
ContactId: 44e20717-bb0b-491d-b350-46756b0c5d3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300750 ms
Total Talk Time (AGENT): 72524 ms
Total Talk Time (CUSTOMER): 144074 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/44e20717-bb0b-491d-b350-46756b0c5d3e_20250625T16:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. So I normally have access to APL and for whatever reason I don't know why my is there something going on with the website it's not working or?
[AGENT][NEUTRAL] Well, our online service center had been updated about 3 weeks ago, so, so.
[CUSTOMER][NEUTRAL] Is it a new link?
[AGENT][NEUTRAL] Um, it's the same secure at [PII], but you have to create a new account.
[AGENT][NEUTRAL] If you had one previously.
[CUSTOMER][NEUTRAL] Oh, I did. How do I create, I would have, OK, let me find out from the owner.
[CUSTOMER][NEUTRAL] Because a month ago I had I had no problem or I think I got the invoice from the owner because like you guys send normally invoices out through the mail but it would be create your OSC account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I would create it there and then continue on.
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, what
[CUSTOMER][NEUTRAL] So that's 3 weeks ago.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, since it has been updated, you will have to just create a new account. Are you calling as a group or an insured?
[CUSTOMER][NEUTRAL] A group.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] For the company group.
[CUSTOMER][POSITIVE] OK, OK, perfect, um.
[CUSTOMER][POSITIVE] I want to give you the our account number so you can make sure everything is fine.
[AGENT][NEUTRAL] Yes ma'am, sure, your name is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And it is for Pharma International doing business as uh well doing business.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And what's that group number?
[CUSTOMER][NEUTRAL] Let me get an older invoice. Give me one second. I'm gonna get an older invoice to provide that for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I've got the group number is 24349.
[AGENT][POSITIVE] OK, thank you ma'am. Give me one moment to.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And um I don't show you listed as a contact person.
[CUSTOMER][NEUTRAL] I normally call in and make the payments. It's fine. It's probably [PII]. You have him down.
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] It's just everything looks fine on the accounts normally I just call in and make payments over the phone.
[AGENT][NEUTRAL] OK, so would you, uh, are you wanting to make a payment over the phone?
[CUSTOMER][NEUTRAL] For the credit card.
[CUSTOMER][NEUTRAL] I am able is it still 360 because our rate changed because we took out one employee is no longer with us and we probably have another employee that's no longer with us.
[AGENT][NEUTRAL] Is this for which month?
[CUSTOMER][NEUTRAL] Let me see if she's on this list orga got got removed.
[CUSTOMER][NEUTRAL] I know Ore got removed so that's good. In the last month I paid $360.18.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 360 with 18.
[CUSTOMER][NEUTRAL] That's what I paid on the [PII], actually this month I paid.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] This month I paid.
[CUSTOMER][NEUTRAL] No it's for the month of June.
[CUSTOMER][NEUTRAL] Is that the same rate, the 6 it's 360 with 18 cents it should be.
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 360 18, yes ma'am, and I do show the June.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The due payment and then the other one I'll be making it shortly. OK, I just wanted to make sure that so it's a new.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's a new a new website.
[CUSTOMER][NEGATIVE] It's not a new website it's a new what is it that you guys have a new.
[AGENT][NEUTRAL] Online service center.
[CUSTOMER][NEUTRAL] Online service and that's what needs to be updated right? with new passwords and create my account do you see it created or no?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You do see it that we created it already? No.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, customers, OK, um, well, online service center, yeah I see that. OK, perfect, thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Uh, thank you for calling APO Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.