AccountId: 011433970860
ContactId: 4f4714c7-4488-4927-9a65-7282272c744a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447160 ms
Total Talk Time (AGENT): 175465 ms
Total Talk Time (CUSTOMER): 145133 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/4f4714c7-4488-4927-9a65-7282272c744a_20250602T17:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm having troubles logging in to the APL, um, service. I, it's probably been a bit since I logged in, but.
[CUSTOMER][NEGATIVE] I have a username and password but it's, it can't find me it's saying I don't exist or something.
[AGENT][NEUTRAL] OK, I can pull up your policy to note it, but we um just released our new website on Friday, so there is a glitch with the logging in, um, but you
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Just to see if it is a glitch, um, there's a uh an option that says create the OSC account.
[CUSTOMER][NEUTRAL] Yeah, I did that.
[AGENT][NEUTRAL] Click on and you went through the steps to create like a whole new account?
[CUSTOMER][NEGATIVE] Yes, I tried to, but it declined me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me go ahead and pull up your policy and then I'll um send this information over so they can try to contact you.
[CUSTOMER][NEUTRAL] I was gonna try to
[CUSTOMER][NEUTRAL] OK, I was gonna try to pay our invoice online um.
[CUSTOMER][NEUTRAL] Is there any way I could do that over the phone?
[AGENT][NEUTRAL] Um, let me take a look and see what type of um policy it is, and then I'll be able to confirm, uh, or.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, yeah, policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][POSITIVE] Thank you for that. And are you calling with the group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, may I have your group number?
[CUSTOMER][NEUTRAL] 15103
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, [PII], I just need you to verify the group name, your email address, and you already gave me the phone number.
[CUSTOMER][NEUTRAL] OK, uh, inspiration field.
[CUSTOMER][NEUTRAL] Um, email address [PII].
[CUSTOMER][NEUTRAL] And then there that was my cell phone number I gave you. I don't know if that matches or if I need to give you our agency line.
[AGENT][NEUTRAL] Oh no, that matched.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Well, thank you very much for verifying and you said that you're um wanting to, I'm gonna first send your information over for the online service center and what um browser are you using?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, Google.
[CUSTOMER][NEUTRAL] Chrome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's saying that no user is found, is the error you're getting?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEGATIVE] And see my username before was just [PII], and now it's asking for an email address and so I'm putting my email address but it's saying it can't verify my email address.
[AGENT][NEUTRAL] Right, well, that's the reason.
[CUSTOMER][NEUTRAL] And then when I tried to create a new account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I went through all the steps and then I, I can't remember exactly what the error said, but it, it stopped me that way too.
[AGENT][NEUTRAL] OK, try to create.
[AGENT][NEUTRAL] OK, and I'm gonna go ahead and send that over and then do you mind if I place you on just a brief hold while I get a group billing representative?
[CUSTOMER][POSITIVE] Sure, that would be fine thank you.
[AGENT][POSITIVE] You're very welcome. And before I do that, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] I don't think so, thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL Hold on one moment.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Oh, I didn't pull up grew up.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and Group [PII]. How may I help you?
[AGENT][NEUTRAL] Hey Meet, this is [PII] on the care team. How are you doing?
[CUSTOMER][NEUTRAL] I'm OK. How about yourself?
[AGENT][POSITIVE] I'm doing good. Um, I have a group admin on the other line that's, um, wants to make a payment over the phone.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what is that group number?
[AGENT][NEUTRAL] 15103.
[CUSTOMER][NEUTRAL] 15103 and um who do you have on the phone?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and a good call back number please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and you said she's wanting to make a payment?
[AGENT][NEUTRAL] Yes, she um was trying to log on to the online service center, but we're having all those issues. So she said she was trying to see if there um
[AGENT][NEUTRAL] If there was, she wants to pay the active invoice, sorry, she used different words, but she wants to pay the active invoice.
[AGENT][NEUTRAL] And I can look it up here and see what it was she didn't have the information because she couldn't log in.
[CUSTOMER][NEUTRAL] OK, I mean, I can see, I got it, um, so, um.
[AGENT][POSITIVE] You got it. OK.
[CUSTOMER][NEUTRAL] She's wanting to pay the invoice.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yes, um, she said whatever.
[CUSTOMER][NEUTRAL] Uh they say May and June is that plan.
[AGENT][NEGATIVE] Yeah, she said whatever um is active, she just uh outstanding. She just couldn't access it to tell me when I asked.
[CUSTOMER][NEUTRAL] Yeah, I can help her with that. And did you verify everything?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, she's verified.
[CUSTOMER][NEUTRAL] All right. Well, thank you, ma'am. You can send her over and um
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] We'll get her taken care of.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][POSITIVE] Uh, no problem. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Thank you so much for holding. I have Male on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good morning, [PII].