AccountId: 011433970860
ContactId: 48302e90-74f7-4962-865b-18e03bbb54f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 664219 ms
Total Talk Time (AGENT): 343564 ms
Total Talk Time (CUSTOMER): 332331 ms
Interruptions: 10
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/48302e90-74f7-4962-865b-18e03bbb54f7_20250617T14:54_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello [PII]. My name is [PII] and I'm calling from Fisher Island Community Association. Do you need the group number?
[AGENT][NEUTRAL] OK, so you, are you the uh group administrator?
[CUSTOMER][NEUTRAL] A group administrator, yes.
[AGENT][NEUTRAL] OK, so yes, ma'am. First off, what is a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the group number?
[CUSTOMER][NEUTRAL] It's 17111.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get the group's information pulled up. I will have to verify several things with you. Yes, ma'am, first for security.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so you said first off, um, if you would, again, like I said, we'll need to verify several things. So if you could first verify the group's name again and the address for the group, please.
[CUSTOMER][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's Fisher Island Community Association.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And your last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and the primary phone number that we would have on file for the group?
[CUSTOMER][NEUTRAL] I think you probably have my desk number which I'm having issues with, but it's, it's [PII] I believe.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yes ma'am, thank you. And lastly your email address?
[AGENT][NEUTRAL] Your work email?
[CUSTOMER][NEUTRAL] It's um [PII]
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And how can I help you this morning, [PII]?
[CUSTOMER][NEGATIVE] [PII], I must be something that must have changed. I, I noticed it last week because I, I have the invoice which I'm reconciling and I want to go on to submit the invoice with the changes and I noticed that when I went to log in it was asking me, it took me somewhere I had not noticed, and today I've been trying to log in it kept asking me for a verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'm following the instructions. I do receive by email this um verification code, but when I still put it in, it does not identify me.
[AGENT][NEUTRAL] OK, so, yes, so there was a change, um, and you should have received an email a few weeks ago actually, [PII], about the change.
[CUSTOMER][NEUTRAL] Did something change or?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the change um is new and you will have to set up a new profile you can't use your yes.
[CUSTOMER][NEUTRAL] I mhm.
[CUSTOMER][NEUTRAL] A new account which I did. I noticed that what happened is that I was out, came back, have a new computer. I can't find that email but I figured, OK, you know what, because other carriers do it, you know, for safety and that which is good, and I noticed that I said, OK, this must be let me create the new account. I did follow the instructions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And I even saved that password everything and then when I it it said to go back in and log in and when I go to log in I keep getting the same message that it does not um.
[CUSTOMER][NEGATIVE] Does not recognize my account.
[CUSTOMER][NEUTRAL] And then I have that's where I have to go and request the code, which I'm receiving when I put in that code.
[CUSTOMER][NEGATIVE] And I say verify, it doesn't let me. It just throws me back saying in red that they, they cannot, uh, you know, my account is not coming up or something.
[AGENT][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] The email would have come from American Public Life, right?
[AGENT][NEUTRAL] Uh, it, yes, I believe. Honestly, I'm not sure. I mean, but the end of it should be, yeah, [PII]. I don't know the exact, it was email it was sent from.
[CUSTOMER][POSITIVE] That's OK, no worries.
[CUSTOMER][NEUTRAL] Because I get, I get emails. I I always get emails actually I got the email that the invoice is ready, it's like I'm there but when I went and created the new, the new account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Everything went well and then it asked me for verification code which they sent me. I put it in to to verify and it came back in red and says that they cannot identify the uh the my account is not coming up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, um, let's see.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And just so you know I'm sending you a user guide right now [PII], that's for the admin um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For a group, so that's, that's how it's titled using the OSC for groups. So I'm just gonna go ahead and send that to you and the email you're gonna get is gonna come from [PII] now.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] What we can try and do um.
[AGENT][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] I'll try it again. I, I mean, since I had my.
[AGENT][NEUTRAL] I was gonna say maybe we, if we can try and walk through the steps to just like set up a, see if it'll even like set up another profile. It shouldn't if you've already created one. But I'm gonna have to just try to troubleshoot. Uh, there were still some, you know, little issues like in any rollout that um as we come across, we're reporting to our IT team who's working on it very diligently to resolve any issues.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Why don't you do this first? Why don't you, yeah, um, OK, clear your cache and your browser history first.
[AGENT][NEUTRAL] And let's start there.
[CUSTOMER][POSITIVE] Mhm I'm, I'm gonna, yeah, I'll do that. I'll do that in a few minutes, um, because I'm, I'm having an employee come in so I'm just going to refresh. I was thinking of refreshing it because I was waiting for the employees, so I said let me just call you. I'm refreshing the, uh, I'll refresh everything. No, don't be sorry. I'm the one that called you, um.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Oh, OK. I'm sorry.
[CUSTOMER][NEUTRAL] And then I'll, I'll go back in and if not then I'll give another call but now that I have you because the employee hasn't shown up yet I wanted to ask you a question on the invoice. Would you be able to assist me?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I, I can try depending on um what it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's just a question I'm reconciling the invoice to get paid, um.
[CUSTOMER][NEUTRAL] And I just had oh OK yeah it it's still the same like I have an employee on the June invoice which I have to remove. I can go in and and remove him and resubmit the invoice right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. You should be able to do that, yes.
[CUSTOMER][NEUTRAL] OK. What else was I going to do?
[AGENT][NEUTRAL] Mhm. And if you have any difficulties with that, you can also email and you can send an email to our care team email address if you don't have that, I'll give you that, but it's the it would be the same email address that I just emailed you from.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, just send a new email to that with your group number and the.
[AGENT][NEUTRAL] The employee's name and information, you know, uh, of when to term and all of that and we'll take care of it. Mhm.
[CUSTOMER][POSITIVE] Perfect, I just received your email.
[CUSTOMER][POSITIVE] All right, great. I just received your email. Thank you. All right. I'm going to, mhm.
[AGENT][NEUTRAL] OK, good. And like I said, I would try to refresh or not only just refresh but clear your cache, your browser history and then um.
[CUSTOMER][NEUTRAL] Mhm. Yes, I'll do that.
[AGENT][NEUTRAL] If you're still having the issue because I can also forward you if you want the setting it up, the creating.
[AGENT][POSITIVE] If you want me to send you that one as well, I'll be happy to do that. And it's kind of a generic, it kind of covers for individuals, groups, you know, the brokers that I'll be happy to send it to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] If you want to, go ahead. Yes, go ahead. I don't mind the more information, the better. That'll work. Yeah.
[AGENT][NEUTRAL] Yeah, OK, well, give me one second so I could, if you have a second, or is your employee in there yet?
[CUSTOMER][NEUTRAL] OK. Yes, yes. No, no, no, no, fine. He's, he's out there, but he'll wait for a minute. No worries.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It won't take just a second and it's just because you know I'll get another call.
[AGENT][POSITIVE] Just as soon as we hang up, so I wanna make sure I get this to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] It's like every exactly like I'm just now looking at what you send me. Yeah, that's exactly how I did it the log in. I put in my email, the new password, blah blah bla boom. It actually looked like it was all there and then you know how my browser said you wanna save the password? I'm like, yes, and um, but it didn't take me anywhere. It actually requested a verification code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's, OK, so it would have emailed you a verification code.
[CUSTOMER][NEUTRAL] And they did. I have so many of them because I kept doing it so I mhm I put in that verification.
[AGENT][NEUTRAL] Oh, OK, cause it's, yeah, I was gonna say, all right, so what's gonna happen? All right, let me, OK, I do, I've been out a few days myself, um, but I do know that before I was out last week, there was an issue because sometimes it takes a minute to get that verification code email. So if you submit like too many times, it, it throws the system off a little bit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so then I'll wait. I'll refresh everything cause probably that's what I did as well.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And so, yeah, and then.
[CUSTOMER][NEUTRAL] I, I'm probably, you know what, now that you're saying that, that's probably what I did. Because in seeing that it was still going around, mm.
[AGENT][NEUTRAL] Yeah, because I know that it seems.
[AGENT][NEUTRAL] Mhm. Mhm. You click submit again or send code or whatever. Yeah, so that may have thrown it off just a little bit, [PII]. So I just sent that other email. It's titled the same thing, but you'll see when you look at the guide it's creating and logging into the OSC.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. I got it. OK, great. Thank you so much. This is very helpful.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And if, yeah. Oh well, you're welcome. And if you have any other trouble now, call us back and we'll be happy to help you.
[CUSTOMER][POSITIVE] All right thanks a lot take care.
[AGENT][POSITIVE] OK, you're welcome and I hope you have a wonderful day if that's all I can help you with. Thank you so much for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.