AccountId: 011433970860
ContactId: 5ebd10e6-fd30-4a27-a615-3cc48a5500a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 836849 ms
Total Talk Time (AGENT): 154552 ms
Total Talk Time (CUSTOMER): 242136 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/5ebd10e6-fd30-4a27-a615-3cc48a5500a0_20250623T16:21_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] and group billing. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I have, uh, getting ready. I have a group, um, policy, and I was getting ready to make a payment and I see you got a new system and I can't, um, I guess I need to set up a new, you know, a new log in or whatever. I can't seem to get it working right it doesn't recognize me as as doesn't recognize my group number or whatever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I can help you with that. What is your um
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and the accounts under Small World Childcare Center.
[AGENT][NEUTRAL] OK, and what's that group number?
[CUSTOMER][NEUTRAL] 13036.
[AGENT][NEUTRAL] 13036.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], and um what's a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. um, so let's see what we have.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said that group is 13036. OK, [PII], can you um verify the address that we have on file please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, our address here is [PII], which may have the [PII].
[AGENT][NEUTRAL] OK, thank you so much and can you verify the email address that we have on file as well please?
[CUSTOMER][NEUTRAL] [PII] or you might have [PII].
[AGENT][NEUTRAL] For the group.
[CUSTOMER][POSITIVE] Yes, I think it should be the hot man that's where I get uh messages from you guys.
[AGENT][NEUTRAL] Uh, that's not what I have.
[CUSTOMER][NEUTRAL] Do you have the [PII]?
[AGENT][NEUTRAL] I got a small world.
[CUSTOMER][NEUTRAL] Oh, I see what it is. That's that, I see what it is, yeah, I have that that routes to my Hotmail account, the [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] That's probably why I, I didn't, I didn't, I didn't use that when I'm trying to set it up so that might be what threw everything off.
[AGENT][NEUTRAL] Right, you will have to create a new account. That is correct, um.
[AGENT][NEUTRAL] And that is probably the reason why it's not coming up and when you do go on there to enter the information just enter what is required with the red asterisk you don't have to enter the other and.
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And go and, and that way.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And I can help you with that. So let's see what we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're gonna create an account.
[CUSTOMER][NEUTRAL] OK, I'm gonna go ahead and.
[CUSTOMER][NEUTRAL] So I get there here, OK.
[AGENT][NEUTRAL] That's fine. That's fine.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'm on the work to create it, so I go to group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Next and group number 13036.
[CUSTOMER][NEUTRAL] And then my email. That's probably the whole thing in there.
[CUSTOMER][NEGATIVE] So bad. OK, just that next.
[CUSTOMER][POSITIVE] And it gets me to complete it.
[CUSTOMER][NEUTRAL] Once we put the email, I need to use that same one or can I use the [PII] one?
[AGENT][NEUTRAL] You'll use the same one.
[CUSTOMER][NEUTRAL] Oh, I'll just use the same one that way.
[CUSTOMER][NEUTRAL] Yeah, it
[CUSTOMER][NEUTRAL] Yes I'm not putting password OK.
[AGENT][NEUTRAL] And make sure you request the verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] The invalid email address came not verified.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just wait for me to put a code in. I think one second.
[CUSTOMER][NEUTRAL] Still waiting yeah for still wait for a code.
[AGENT][NEUTRAL] OK, it should email you to the um email address that we have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I still don't see. I'm not sure how much, how much of a lag there is, uh, between because that that email is just, it gets routed to my Hotmail one I was telling you about. And so, um, that's just, that's, that's who does our um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I thought something popped up but wouldn't it that they do our uh email account that's why I had that account like that so it may take a little while for it to route.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just don't know one way or the other how long it takes.
[CUSTOMER][NEUTRAL] Let me send myself one from another email, see how long it takes to get there if that's the problem.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Now you may have to put that verification uh verification in code twice.
[AGENT][NEUTRAL] I've been seeing that too.
[CUSTOMER][NEUTRAL] no
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] is a part of us.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Nothing yet and I sent I sent another one from my email, another email just to that [PII] account and I hadn't got that one either, so there, there may be a delay.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, for that, but, uh, that's probably when you, they're probably gonna be a little time constraint on putting that verification.
[CUSTOMER][NEUTRAL] Code in there, I imagine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see if I can um.
[CUSTOMER][NEUTRAL] Going to
[CUSTOMER][NEUTRAL] That server that that does our email and see if I can pull it up that way.
[AGENT][POSITIVE] Bless your heart.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Seems like it never works when you want it to, does it?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It's gonna be a Monday.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I usually just go on that one, but I need to change something on my website so it's a whole different deal trying to get in the other one and I don't have a password right. I probably hadn't used it so long it probably cut me out.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Oh bless, ma'am.
[CUSTOMER][NEUTRAL] I don't know. I guess I'll wait and see if he'll resend it and just kind of go from there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, if I have don't see it, I guess I'll call back and see. I'll turn it off. I'll cut a check in the mail. I like it online but it makes me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. And then, and, and
[CUSTOMER][NEUTRAL] I, I
[AGENT][NEUTRAL] I understand that because we have a lot of them that likes to do that and that's the same that's what we're getting on into is a lot.
[AGENT][NEGATIVE] Having to reissue, I mean, re-register.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It may be slow because we do have an influx.
[CUSTOMER][POSITIVE] Well, I appreciate your help and I'll see. I'll try to work it on this end and see if I can if I can, I'll call back and or I'll just send a check.
[AGENT][NEUTRAL] OK, uh, well, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No, I think I'm OK thanks.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] OK, I hope you do too thank you very much bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] And