AccountId: 011433970860
ContactId: 5f22ff85-3321-4fe1-97af-924fdf1a3586
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491609 ms
Total Talk Time (AGENT): 102564 ms
Total Talk Time (CUSTOMER): 202986 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/5f22ff85-3321-4fe1-97af-924fdf1a3586_20250624T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. Um, my name is [PII] and I'm calling from um HMMCS.
[CUSTOMER][NEGATIVE] And I have a problem paying my bill this month.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is that group number, please?
[CUSTOMER][NEUTRAL] I want
[CUSTOMER][NEUTRAL] OK, the good number, hold on, let me see where I have it here and the information that I have. Hold on, hold on, I'm sorry.
[CUSTOMER][NEUTRAL] OK, the number is 80099.
[AGENT][POSITIVE] OK, thank you, give me one moment Miss [PII].
[AGENT][NEUTRAL] OK, and verify the group name, please?
[CUSTOMER][NEUTRAL] HR um HR Management Consultants Inc.
[AGENT][NEUTRAL] OK, and the group mailing address, phone number, and
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Email address.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] I should be in there, in the, in the policy.
[AGENT][NEUTRAL] OK, um, verify the group email address.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, uh, maybe you have [PII].
[AGENT][NEUTRAL] OK, thank you. And so you were having problems as far as paying premium on the online service center?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] No, I'm, I'm having problems getting it. I always enter with a username and the password, but now it's asking me for an email. And I put my email and I put, I changed it and it doesn't recognize the emails because uh, we never log, log in through email. I always put my username and my password.
[CUSTOMER][NEUTRAL] But I, I cannot find the, yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Our online service center has been updated, so the group admin would have to set up a new or create a new account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, can you check, because he put me, he put, he put me as group admin too. And we, we, we were, I was added to the policy.
[AGENT][NEUTRAL] You put you as a contact.
[AGENT][NEUTRAL] But as the email address is his email.
[AGENT][NEUTRAL] That will have to be used in order to create an account on the online service center.
[AGENT][NEUTRAL] So if you go on
[CUSTOMER][NEUTRAL] So I can use his email.
[CUSTOMER][NEGATIVE] And, and put a password and you know, they should send a notice because I've been con you know, I was trusting that I can go in and pay the bill, and, and I've been trying to pay the bill and, and, and, and there's no way I can go in.
[CUSTOMER][NEUTRAL] And, and to call you and get somebody is, is really
[CUSTOMER][NEUTRAL] I was, I was 23 minutes before I hold.
[CUSTOMER][NEUTRAL] So can you hold on a minute and see if I can get in so I can pay the bill?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I should go to online service center.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Secure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Like I say, you have to create a a new OSC online service in our account.
[CUSTOMER][NEUTRAL] And don't.
[CUSTOMER][NEUTRAL] So it secure. APL?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, this is a problem now because uh now they're gonna send an email to him and he's not here.
[CUSTOMER][NEGATIVE] Who do I have to talk to or, or do, who do we have to talk to so they put me as an unmin?
[CUSTOMER][NEUTRAL] Oh, can you, can I pay the bill with you? Can I call somebody to pay the bill with the card? Because uh I'm already past due.
[AGENT][NEUTRAL] I can transfer you.
[AGENT][NEUTRAL] I can transfer you to our group billing department and they can, or you can make a payment over the phone with a credit card.
[CUSTOMER][NEUTRAL] OK. Can you do that for me, please?
[AGENT][NEUTRAL] Sure, let me transfer you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is Molet billing. How may I help you?
[AGENT][NEUTRAL] Hey, my lad, uh, this is [PII]. I have a group admin on the phone want to make a car payment.
[CUSTOMER][NEUTRAL] OK, and what group is that?
[AGENT][NEUTRAL] 80099.
[CUSTOMER][NEUTRAL] And who do you have on the phone?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um what's a good call back number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] You beeped out there a minute.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, sorry about that.
[CUSTOMER][NEUTRAL] Alright and.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] HR management consultant.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and um you verified everything?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, my dear, and she's wanting to make a payment.
[CUSTOMER][NEUTRAL] Now, right.
[CUSTOMER][NEUTRAL] You can send her on. I'm sure I'll have to log back in.
[CUSTOMER][NEUTRAL] Yep, that you can send her around.
[AGENT][POSITIVE] Awesome thank you ma'am.
[AGENT][POSITIVE] Have a great one.
[CUSTOMER][POSITIVE] All right. You too, dear. Thank you. Bye-bye.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] Bye.