AccountId: 011433970860
ContactId: 6384612a-139e-4461-9a15-7745e12f2f7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375440 ms
Total Talk Time (AGENT): 132401 ms
Total Talk Time (CUSTOMER): 126074 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/6384612a-139e-4461-9a15-7745e12f2f7e_20250603T19:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to log on to my APL account and I'm getting.
[CUSTOMER][NEUTRAL] I just cannot get online to the service center because I wanna make sure that our um premiums are currently paid. Can you help me?
[AGENT][NEUTRAL] I can help you with that. What is your group number, please?
[CUSTOMER][NEUTRAL] Is something happening?
[CUSTOMER][NEUTRAL] My group number is 26996.
[AGENT][NEUTRAL] 26996. And um what is your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And what is a good callback number just in case?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, [PII]. 1 moment, let me look at that and you were calling to see if you're current, and you said you could not log in to the online service center.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, the online service center it looks different and it keeps asking for my email address, right? So I tried to register. I figured you guys have changed it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] But it's not accepting my email.
[AGENT][POSITIVE] OK, I can help you with that. Let's see what we have.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you said that is on group 26996.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK [PII], can you verify the address that we have on file please?
[CUSTOMER][NEUTRAL] Uh, yes, I think you've got our recent address [PII].
[AGENT][NEUTRAL] OK, hold on just.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what was that again? I do apologize.
[CUSTOMER][NEUTRAL] It's OK, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK. And [PII], what is the email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK. Thank you. And the phone number that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. OK, let me see what's going on.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], I do see y'all are paid current.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] But as far as registering, you will have to re-register and yes, ma'am, you will use your email address now. So, um,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Uh, just if you follow the prompts and if you have any issues, just let us know, um, and whoever else that was, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] once you get registered.
[AGENT][NEUTRAL] You will, you will be able to add.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Another user and they will have to do the same thing so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so then in order to register, so I go to [PII] and I go to sign in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then create your OSC account?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I see and then I should go to group.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then let's try this 269-996.
[CUSTOMER][NEUTRAL] 33143.
[CUSTOMER][NEUTRAL] 8005 and that's.
[CUSTOMER][NEUTRAL] Oh, I see we have it at [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, it is taking it now I see perfect. OK, I will continue setting it up. Thank you so much for your help.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][POSITIVE] Thank you. You too. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye.