AccountId: 011433970860
ContactId: 482e52a1-9594-486b-ad9f-e4528ac29ebb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 865260 ms
Total Talk Time (AGENT): 232719 ms
Total Talk Time (CUSTOMER): 448017 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/482e52a1-9594-486b-ad9f-e4528ac29ebb_20250610T14:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is La group billing. How may I help you?
[CUSTOMER][NEGATIVE] Yeah, I need to find out how I can set up the online service center because I tried to set it up but it doesn't match my email it keeps saying that that's not the email. I wanna know what email you guys have on file for me.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] And I'll give you my account number.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII]. And what's a good callback number just in case we get disconnected, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], and what is that group number that you are trying to.
[CUSTOMER][NEGATIVE] Let me give you my account number because I want you to tell me what email you have because it doesn't match my email for some reason.
[AGENT][NEUTRAL] That's OK. Uh, I can help you with that. What's that group number?
[CUSTOMER][NEUTRAL] The group
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It's 17417.
[AGENT][NEUTRAL] OK, [PII], that is 174.
[AGENT][NEUTRAL] 17 and what's the name of that group?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's um electronic door lift.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you're trying to get online.
[AGENT][NEUTRAL] And it's telling you.
[CUSTOMER][NEGATIVE] Yeah, cause I always go online and I pay the bill, but this time it keeps directing me to this new.
[AGENT][POSITIVE] Right. You're going to, yes, ma'am. You're gonna have to re-register. But let's, let's make sure we got everything correct.
[CUSTOMER][NEUTRAL] I guess new place please.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So can you verify the address that we have on file for this group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And can you verify the email address?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] OK, that is correct, that's what we have, so, um, you will have to reregister.
[CUSTOMER][NEUTRAL] When I go into [PII]
[CUSTOMER][NEUTRAL] Yeah, but when I go on to create your OSC account.
[AGENT][NEUTRAL] You're gonna
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I select I'm selecting group, right? Because it's a group.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I do next. I already did this, but I'm doing it again because it doesn't match it says. OK, so I put my group number, my zip code.
[CUSTOMER][NEUTRAL] The phone number that you have is [PII].
[CUSTOMER][NEUTRAL] Is that the number?
[AGENT][NEUTRAL] [PII], yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I do next I I filled all that out.
[CUSTOMER][NEUTRAL] Complete your account set up so we do next continue. Then it was my email address which I put in and then I'm gonna put my password.
[CUSTOMER][NEUTRAL] I'm wondering if I'm supposed to get the verification number before I fill out my my password or should I, it doesn't matter.
[AGENT][NEUTRAL] Did it ask you, I mean, uh, did send you a verification code?
[CUSTOMER][NEUTRAL] Well, I haven't, I haven't said send it to me yet. OK, so let me see, send the verification number.
[CUSTOMER][NEUTRAL] And it's gonna send it to my email which it and it recognizes my email because it sends it there.
[CUSTOMER][NEGATIVE] That's why I don't understand.
[CUSTOMER][NEUTRAL] Alright, so now let me look at the code that they sent me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now, see, it says.
[CUSTOMER][NEUTRAL] Change, oh, I don't know, maybe I don't need to change. I could say continue it's a lot. Well, we did last week, but I was waiting for [PII] for the cost for the post. I know [PII] asked, I listed the transformer was included in the cost of the actual cook down. Alright, thank you. OK. You know what? I think it's gonna let me, I should have did continue. OK. For some reason it says change email. I thought it I needed this that wasn't good.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, when it says display name, do I need to fill something out in that field?
[AGENT][NEUTRAL] Uh, the group.
[CUSTOMER][NEUTRAL] So I, I should put electronic door list?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'm sorry, probably I could have did this myself.
[CUSTOMER][NEUTRAL] OK, I think because it, it just stood there says change email. I thought it wasn't matching the email.
[AGENT][POSITIVE] Blessed. That's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Uh, no, it just sometimes it just wants you to talk to someone else, just talk it out.
[CUSTOMER][POSITIVE] Yeah, it does help to talk it out with somebody else. And then you kinda like, when I, once I call them and I'm like, uh, I figured it out while I'm on the phone with them. Always happens to me. I always figure it out when I'm on the phone with the person.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] And you know that's OK sometimes you do have to talk it out and and and being new, but I think you'll really really like this once you get on it and look at your uh invoices and everything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Let me just get my verification call I'll make sure everything is good before I get you off the phone.
[AGENT][NEUTRAL] And that's fine, that's what we're here for.
[CUSTOMER][NEUTRAL] I said they must have like a new place cause I can't get in.
[CUSTOMER][NEUTRAL] And let me ask you a question. Um, how do we get for, you know, back in the day, we, I got a card from you guys, but the new people, some people, most of my people don't have a card, but you know, is there a way that we can order their cards?
[AGENT][NEUTRAL] Uh yes ma'am, you could say uh look at your employees and you should be able to do that.
[CUSTOMER][NEUTRAL] OK, I could, I, I, I'm able to do it on this portal, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, so here I am. Oh, that's pretty.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] It is nice, isn't it? It's real clean, doesn't it?
[CUSTOMER][POSITIVE] Yeah, much nicer.
[CUSTOMER][NEUTRAL] Yeah, the other, the other one was a little like
[CUSTOMER][NEUTRAL] You know, like not a real kind of poodle. Um, so now, where would I go to do that to order the cards for them?
[AGENT][NEUTRAL] Um, we probably, I think you have to go back to do that. If not, you can always send an email to the care team.
[AGENT][NEUTRAL] And they would be able to get.
[CUSTOMER][NEUTRAL] OK. What, what is?
[AGENT][NEUTRAL] It's care team.
[CUSTOMER][NEUTRAL] Alright, let me just.
[CUSTOMER][NEUTRAL] Care team.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII] and then right out the word [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And it's.com, right? OK, and I can request the cards that way. OK, perfect. Alright, so um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Just give the, uh, just give the um the
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Oh, here it says down, never mind, it says download ID cards right in front of me, biggest day. See what I tell you what I have.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] It's the biggest day right below the lady with the hands crossed over, right below my email address too. OK. All right. OK. So I got it. So let's see where I go pay the bill though. Let me see. You know what, cause I clicked on my group and then it came up.
[AGENT][NEUTRAL] You're still gonna click.
[AGENT][NEUTRAL] Right, and you're still gonna click where it says open invoices you'll click on the invoice number.
[CUSTOMER][NEUTRAL] OK, wait. What is it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so let me go, it's on the probably the the dashboard here. OK, so now.
[CUSTOMER][NEUTRAL] I'm looking at this page.
[CUSTOMER][NEUTRAL] So am I supposed to be in the dash click on dashboard?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, no, you know what, it, it used to be in the wrist now.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] They use, you know what, it's in the resource. I do remember that from before and then it has like little squares, I could select the link.
[CUSTOMER][NEUTRAL] And then the billing, don't see anything, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I don't see anything in here. Wait a minute, see, I need help with this one.
[CUSTOMER][NEUTRAL] OK, let's go back to home.
[CUSTOMER][NEUTRAL] So where do I go OK the boys I can't, I can't see it.
[AGENT][NEUTRAL] You don't say do you see the open invoices?
[CUSTOMER][NEUTRAL] No, where do I go? Do I have to click on billing? Is that where that would be?
[AGENT][NEUTRAL] Our invoices it would it say billing or invoices? I can't remember.
[AGENT][NEUTRAL] It should
[CUSTOMER][NEUTRAL] Because I can't find my invoices.
[CUSTOMER][NEUTRAL] This is what I need to do. I need to pay right now.
[CUSTOMER][NEUTRAL] Trying to pay.
[CUSTOMER][NEUTRAL] Oh my God, where is this?
[CUSTOMER][NEUTRAL] OK, let's return policy.
[CUSTOMER][NEUTRAL] Alright, so let me see.
[CUSTOMER][NEGATIVE] Where I go pay this because this is what I need to do now. I can't find me so.
[CUSTOMER][NEUTRAL] Let's see what it says.
[CUSTOMER][NEUTRAL] OK, here an invoice and it's gonna be in the group. Let's go to group.
[CUSTOMER][NEUTRAL] So see that's gonna be in the group.
[CUSTOMER][NEUTRAL] Oh here. So you do my group and then I, and if the, there's 3 tabs on the on the top, so just so you know. One says group details and the other one says invoicing.
[AGENT][NEUTRAL] OK. So, when you get there,
[CUSTOMER][NEUTRAL] Then yeah.
[AGENT][NEUTRAL] You say you're open invoices?
[AGENT][NEUTRAL] And you're just gonna click on the invoice number?
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] And if there's any changes, you can make your changes.
[CUSTOMER][NEGATIVE] So there's an error though.
[CUSTOMER][NEGATIVE] Go here. Let me do this, yeah, I need to pay this way. I can't believe this. Everything is such a challenge in my life. I can't.
[AGENT][NEUTRAL] Oh, I understand that.
[CUSTOMER][NEUTRAL] OK, due to the schedule maintenance.
[CUSTOMER][NEUTRAL] Due to the schedule maintenance, the ability to download your invoice is unavailable at this time, of course, because I'm trying to do it. That's why.
[AGENT][NEUTRAL] Oh, yes, yes, yes. I, I, I do apologize. We are that you cannot download it, but you will once you do pay it.
[AGENT][NEUTRAL] You will be able to.
[CUSTOMER][NEUTRAL] I know, but what I'm trying to do is, I already have the invoice because I get a hard copy then I click on the invoice itself.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] After you submit them was to complete the process action required. OK, so this says submit invoice. I don't even know what this means.
[AGENT][NEUTRAL] Right, you'll submit the invoice to pay it.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Oh, I see. OK, and which one do you prefer today today?
[AGENT][NEUTRAL] And it's gonna ask if you, uh, check, uh, ACH or check, paper check, you're gonna select the ACH.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] I got it. I got it. OK, perfect.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] But right now, right now that is disabled. I mean for you to be able to print the invoice itself that you're not able to do, OK, so.
[CUSTOMER][NEUTRAL] No, I got the invoice.
[CUSTOMER][POSITIVE] Yeah, I, I actually got a hard copy of the invoice so I'm good.
[AGENT][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But you know what, you actually, I think that now you can print or print coupon. I don't know what that means, print the coupon. What is that?
[AGENT][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] I'm gonna get a coupon? No, I'm only kidding.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, ma'am. Once you submit it, I guess that's, that's what it, it does say that, so.
[CUSTOMER][NEUTRAL] Oh, but you know what, it just gives you the
[CUSTOMER][NEUTRAL] The coupon means it's just that one page that tells you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] The invoice number and how much you pay. OK, perfect.
[CUSTOMER][POSITIVE] All right. Just everything is good. Thank you.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, everything is good. Thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.