AccountId: 011433970860
ContactId: 6b3da4f0-bdfa-4cb4-9b04-4039612cdd93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1212020 ms
Total Talk Time (AGENT): 315926 ms
Total Talk Time (CUSTOMER): 404305 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/6b3da4f0-bdfa-4cb4-9b04-4039612cdd93_20250623T14:06_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Matt Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, um, my name is [PII]. I'm a, an insurance agent with calling not for or one of your agents that writes insurance. It's an office that I have, and, I don't know what's happened because I tried to go in to make a payment for our group, um, and I can't get in.
[CUSTOMER][NEUTRAL] Can you help me?
[AGENT][NEUTRAL] OK. And what is your name again?
[CUSTOMER][NEUTRAL] [PII]. It's under [PII] Insurance Agency Inc. uh, the State Farm, State Farm Agency. Who am I speaking with?
[AGENT][NEUTRAL] OK, be off.
[AGENT][NEUTRAL] OK, this is [PII].
[CUSTOMER][POSITIVE] [PII], OK, [PII], thank you.
[AGENT][NEUTRAL] And I mean
[AGENT][NEUTRAL] OK, and [PII], uh, what is a good callback number for you just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's OK, sure, it's uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright [PII] thank you and you said you were calling trying to get online, is that correct? OK, I can help you with that.
[CUSTOMER][NEUTRAL] Yeah, yeah, I just got the notice of the billing and I went to sign in, like I usually do, and it's, it's saying welcome to the OSC continue, when I hit continue, I went to log in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it says log in so I don't know if it's now I have to create your OSC account. Could that be it or?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, sir, what is your group number?
[CUSTOMER][NEUTRAL] Let me, let me pull it out here so for maybe me just a second.
[CUSTOMER][NEUTRAL] Well it's uh 224-98.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 22498.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] [PII], what is the um.
[AGENT][NEUTRAL] The address of the group address.
[CUSTOMER][NEUTRAL] For for my office? Sure, it's [PII].
[CUSTOMER][NEUTRAL] Uh, suite 104 Miami.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and [PII], what is the uh email address that we have associated with this?
[CUSTOMER][NEUTRAL] Bill
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and let's see.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You know, it's always a pleasure to speak with all of you on the phone every time you guys answer it's kind of like, like if I, I kind of feel like I've known you.
[AGENT][POSITIVE] Well, that's good to know. That's good to know.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][POSITIVE] Yes, ma'am, for a change in the world we live.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] I, I just had to, I just, I just had to let it out, that's all.
[AGENT][POSITIVE] Well, that's good, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, OK, we're gonna get you situated. Let's see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Did I, did I did I mess up?
[AGENT][NEUTRAL] Uh, no, sir, you didn't mess up. Um.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm looking at your group. I do apologize.
[CUSTOMER][POSITIVE] No, no problem. I'm not in a hurry.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEGATIVE] I am showing that this group is not active.
[AGENT][NEUTRAL] That we got
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 498.
[AGENT][NEUTRAL] I'm double checking everything though.
[CUSTOMER][NEUTRAL] I paid it last month, every month.
[CUSTOMER][NEUTRAL] Service center and public.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You said you paid it last month.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I pay it every month.
[CUSTOMER][NEUTRAL] And I got the normal billing this morning when I came to the office.
[CUSTOMER][NEUTRAL] The standard email that you all sent out.
[CUSTOMER][NEUTRAL] To pay. So I went in to pay and I can't sign in.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, let me try something else.
[AGENT][NEUTRAL] Cause I think I might know what's going on.
[CUSTOMER][NEGATIVE] You know, cancel it can't be because I'm, I'm on top of this like.
[AGENT][NEUTRAL] Like your group number changed.
[AGENT][NEUTRAL] Ah, that's what it is.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] Your group number has changed.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] That, that's the reason why I'm showing that one.
[CUSTOMER][NEUTRAL] That's what it is and
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, see, on, on, on the billing, I went back in my file. Because on the billings, it doesn't show the actual group number, so I went back and gave you an account and it is true, that's right. It, it, I know the plan changes or something, but I went back and gave you a group number of what, 2 years ago, 32 years ago.
[AGENT][NEUTRAL] Right, right. OK, so.
[CUSTOMER][NEUTRAL] Let me write down the new group number.
[AGENT][NEUTRAL] Yes, please, cause.
[CUSTOMER][NEUTRAL] So I have it. Go ahead.
[AGENT][NEUTRAL] It's 80123, 80123.
[CUSTOMER][NEUTRAL] 80123
[CUSTOMER][POSITIVE] Right, and that was effective.
[CUSTOMER][NEUTRAL] When was that effective, I think, in January?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII], I'm not sure.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 80 123.
[AGENT][POSITIVE] Uh, effective.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, 1125. OK, super. I'll write it down here in the file in case I have to call back.
[AGENT][NEUTRAL] Right. It's gonna be 80123.
[CUSTOMER][NEGATIVE] Yeah, confuse you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] So I did mess up. I told you.
[AGENT][POSITIVE] It's all good. It's all good. No, I mean, yeah, it just just threw me for a loop this morning.
[CUSTOMER][NEUTRAL] Yeah, I know. Oh.
[AGENT][NEUTRAL] But that's OK, we got it straight, so um.
[CUSTOMER][POSITIVE] We got it straight. Thank you, thank you. Now.
[AGENT][NEUTRAL] And that's the main thing, uh, now you still will have to create a new account, but whenever I mean.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you do, just, just you, you're gonna be group but you're going to only, only fill out.
[CUSTOMER][NEUTRAL] Which role are you?
[CUSTOMER][NEUTRAL] Yeah, I'm gonna
[AGENT][NEUTRAL] What is required?
[CUSTOMER][NEUTRAL] OK, so it says here group number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] 23, pretty simple. You want the phone or email on record, that's it.
[AGENT][NEUTRAL] No, sir, don't, nothing else, just the ones that has the red, uh, the asterisks.
[AGENT][NEUTRAL] That is required.
[CUSTOMER][NEUTRAL] Yeah, it's asking for the email. On email it has the red. OK, alright, let me, let me type it in here a second.
[AGENT][NEUTRAL] Yes, you want to put that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You don't need the state.
[AGENT][NEUTRAL] And what's with the asterisk.
[CUSTOMER][NEUTRAL] Make sure that
[CUSTOMER][NEUTRAL] Yeah, complete your account set up, continue.
[AGENT][NEUTRAL] Do the verification code. You have to request the verification code.
[CUSTOMER][NEUTRAL] OK, I'm, I, I'm not there yet. Um, I think I have to put ver verify verification is this a click click. Oh, please click send verification. OK, I see, I see. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Alright, I gotta type in still via email. Let me put you on speaker so I can type a little easier.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I can.
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][NEUTRAL] I'm waiting for the uh verification code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] already received it and I'll send you a code.
[CUSTOMER][NEUTRAL] Or do I have to hit verify code?
[AGENT][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] And then change email.
[AGENT][NEGATIVE] Well, you shouldn't have to change email, no.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 00, no, no, no, no, it's just, I'm just reading out loud. I'm sorry, so put um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] New password?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then it says display name.
[CUSTOMER][POSITIVE] I'll put feel healthy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Given name.
[AGENT][NEUTRAL] You know, I, I don't think you have to put all that. You don't have to put that.
[CUSTOMER][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] OK. Here we go.
[CUSTOMER][POSITIVE] I agree the terms of use.
[CUSTOMER][POSITIVE] I agree to policy uh agree.
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It
[CUSTOMER][POSITIVE] I agree, I agree.
[CUSTOMER][POSITIVE] Your account has been successfully created.
[CUSTOMER][POSITIVE] Excellent, excellent, excellent.
[CUSTOMER][NEUTRAL] Continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I think I may be ready to pay. I like to pay once I get it. That's why I came in and I get rid of it.
[AGENT][NEUTRAL] OK, well, I mean, I can help you with that too, so you're gonna go to invoicing on that.
[CUSTOMER][NEUTRAL] Yeah, it, it says here please click send button send another verification code I think.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] So let's wait for that one.
[CUSTOMER][NEUTRAL] As a con
[CUSTOMER][NEUTRAL] Yeah, I think I'm in welcome to online. It's got uh the agent's name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Access products for paying let me see just hit next.
[AGENT][NEUTRAL] You should be able to, yes. My, I'm um.
[CUSTOMER][NEUTRAL] Or it might
[CUSTOMER][NEUTRAL] It might
[AGENT][NEUTRAL] It what? I'm sorry.
[CUSTOMER][NEUTRAL] This is uh my group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And let's see to pain.
[CUSTOMER][NEUTRAL] Oh, where do I go here now?
[AGENT][NEUTRAL] I say invoicing?
[CUSTOMER][NEUTRAL] Invoicing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Invoicing that's what I got.
[CUSTOMER][NEUTRAL] It says due to scheduled maintenance, the ability to download your invoice is unavailable at this time.
[AGENT][NEUTRAL] You're not gonna be able to no, you're not right now that is disabled. You're not gonna be able to print that. You'll still be able to pay online and get a coupon and confirmation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK, that's, that's it that's all I need. I mean, I'll hit the invoice and make the payment.
[AGENT][NEUTRAL] And there's not any changes, you don't have any changes on your invoice? Everything correct? OK.
[CUSTOMER][NEGATIVE] Nothing, nothing, nothing, nothing has changed, but it says unable to find the invoice you're looking for.
[CUSTOMER][NEUTRAL] If there's an error persist contact the customer service.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Let's see, go back, I mean, to your invoicing, it should let you, it should show the invoice and it's gonna show open invoices. That's what you want is open invoices.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let what I see here.
[CUSTOMER][NEUTRAL] Open invoices, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's where I'm at.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then and and and
[AGENT][NEUTRAL] And it's gonna say please review and submit invoice so you're gonna click on the invoice number.
[CUSTOMER][NEUTRAL] So what what please review submit the invoice.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Which is in blue.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] And if there's no changes, you just, uh, there should be a button that says submit.
[CUSTOMER][NEUTRAL] Submit invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like how mine is with the um out of the checkbook so it's ACH.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, it's my checking business checking account, so ACH.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Payment date, which is today next.
[CUSTOMER][NEUTRAL] Submit
[CUSTOMER][NEUTRAL] Invoice submitted.
[CUSTOMER][NEGATIVE] Return
[CUSTOMER][NEUTRAL] I guess that's it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Can you tell anything on your end or no, it's too soon.
[AGENT][NEUTRAL] I can. Hold on just a moment.
[AGENT][NEUTRAL] I do see that it has been submitted.
[CUSTOMER][NEUTRAL] OK, and then to shall I print something or or I get a confirmation email or something or oh print print coupon?
[AGENT][NEUTRAL] You should get
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, sir. Let's see if I should let you.
[CUSTOMER][POSITIVE] Yeah, I got it.
[CUSTOMER][NEUTRAL] I, I, I received it, the confirmation payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][POSITIVE] I guess that's it. You've been wonderful. You have been just as I, just as I expected, cordial, decent, friendly.
[AGENT][POSITIVE] Well, thank you.
[AGENT][POSITIVE] Well, thank you.
[AGENT][POSITIVE] Well, thank you so much. I'm, I'm glad I was able to help you. And thank you. there anything.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][POSITIVE] God bless you.
[CUSTOMER][NEUTRAL] You did great. More you didn't, you didn't more than help me. You made my day. I got rid of this.
[AGENT][POSITIVE] Well, thank you. I'm glad I did. And, uh, again, thank you for calling APL and you have a wonderful day, [PII], if there's nothing else I can do for you.
[CUSTOMER][NEUTRAL] OK, lady.
[CUSTOMER][NEUTRAL] Like, likewise to you.
[CUSTOMER][POSITIVE] Likewise, see you and have a good week. OK. All right, bye-bye.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Thank you. You too. Bye bye.