AccountId: 011433970860
ContactId: 6bc7021a-7c99-4b16-bb7f-f692e1a89874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1098619 ms
Total Talk Time (AGENT): 308625 ms
Total Talk Time (CUSTOMER): 289326 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/6bc7021a-7c99-4b16-bb7f-f692e1a89874_20250610T19:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Millette group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I called on [PII] and I spoke with [PII]. I'm trying to set up um.
[CUSTOMER][NEUTRAL] I guess since you went to a new platform um.
[CUSTOMER][NEUTRAL] The online service center set up a new account so I can pay my bill and it's not liking the information so they said that they would send an email to reset it but I haven't received anything and they said that would be here within 24 to 48 hours. Can you help me?
[AGENT][NEUTRAL] I can help you with that. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] OK, [PII], that's pretty. And can I have a good callback number just in case?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Thank you so much. And can you uh give me the group number, please?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 26145.
[AGENT][NEUTRAL] 261-45 thank you so much and um you said you called the other day trying to get your uh online service center set up is that correct?
[CUSTOMER][NEUTRAL] That is correct. On the [PII], I'm, I'm sorry, on the [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the name of that group?
[CUSTOMER][NEUTRAL] DNS management services.
[AGENT][NEUTRAL] And can you verify the email address, I mean the um.
[AGENT][NEUTRAL] Address for the group.
[CUSTOMER][NEUTRAL] The it's [PII] City.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the email address that we have on file please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for verifying that. So you're trying to get on the online service center.
[AGENT][NEUTRAL] Um, has [PII] set his up yet?
[AGENT][NEUTRAL] Because he would be the one to.
[CUSTOMER][NEUTRAL] I actually set, I actually set it up for both of us originally and they told me that it would have to be him so I'm putting his email and record and I'm trying to set it up under his and it still won't let me with all his information.
[AGENT][NEUTRAL] Mm, that's odd. Um, OK, so are you at the new online service center?
[CUSTOMER][NEUTRAL] I am on the online service center. I put in the group number. I put in the zip code. I put our office phone number now maybe they have a cell phone instead, but I have [PII]. I have his email as the email of record and the state [PII] and then when I say next it's saying there's an error, something's not right with the information.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're creating, so while you're creating the new.
[AGENT][NEUTRAL] Account, it's not letting you do that.
[CUSTOMER][NEUTRAL] Because it will know that it was no longer let me sign in with my old.
[CUSTOMER][NEGATIVE] Password and information, the screen is different and it doesn't recognize that so when I call they're like oh you have to set up a new so then I tried to set up the new and it's still saying sign up here.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so when you go to create where is it stopping you at is what I'm getting at.
[AGENT][NEUTRAL] You got to go to create a.
[CUSTOMER][NEUTRAL] The first page where I put when I go to the first page and it says please follow the um put the following information and for your employer group and I put group number zip code phone number city email state and then I hit next and it says error no user was found with the information that was entered please try again if this persists contact customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm double checking everything. Just, just.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII] at DSSCA.
[AGENT][NEUTRAL] FL.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, no, no, it's [PII], FL [PII].
[AGENT][NEUTRAL] OK, that's, I just didn't say that one out. I just.
[AGENT][NEUTRAL] BS we've got the right in.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's a tough one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So did he get an email with the um
[CUSTOMER][NEUTRAL] No, he hasn't and he's checked his spam and everything.
[AGENT][NEUTRAL] Verification code.
[AGENT][NEUTRAL] Because I can see where it's, it was started.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so you put in all the information you've started creating it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. And I'm just trying to figure out where you got stuck completely at this what I'm, let's see.
[CUSTOMER][NEUTRAL] There's there's the first page that says which role best describes you agency, agent broker group insured or provider and I'm picking group and then I hit next and then the next page is where it asks for the group number and the information and then when I hit next that's where I get stuck so it's page 2.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the, and the zip code, I wanna make sure I got that right. That's the [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] And you can verify that the zip code you have on file is [PII] and no one.
[CUSTOMER][NEUTRAL] Like and put it that wrong.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] On your end or?
[CUSTOMER][NEUTRAL] And do you have [PII] as the phone number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Correct, and do you have [PII] as a city?
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] And then you already verified [PII] at DSCPAFL was correct and the state is [PII]. That's the only information on here, so it's saying something's not right which.
[CUSTOMER][NEUTRAL] We're verifying that it is all correct.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Is there like a tech support or?
[AGENT][NEUTRAL] Well, I mean,
[AGENT][NEUTRAL] There is, but, and, and that's what I'm gonna have to check and see, um.
[CUSTOMER][NEUTRAL] Because when I spoke with [PII] last week she's like, OK, someone's gonna send an email out um to like reset it to [PII] and you know that just was never received so.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] I'm reading the notes. Hold on just a moment. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, now see, and I'm not sure what she meant by.
[AGENT][NEUTRAL] About all of that.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I will have to reach out to.
[AGENT][NEUTRAL] Person who sent the ticket.
[AGENT][NEUTRAL] To see what's going on, um.
[AGENT][NEUTRAL] With that and
[AGENT][NEUTRAL] Have someone call you back on this.
[AGENT][NEUTRAL] [PII], um, uh, I do apologize.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I haven't come across, I mean, I, I have had some issues where they haven't been able to and then they were able to, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] While I was on the phone, that's the reason why I was.
[AGENT][NEUTRAL] Trying to walk through everything.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Cause everything's correct.
[AGENT][NEUTRAL] And when you put
[CUSTOMER][NEUTRAL] And and [PII] also verified, you know, all the things that you're doing to [PII], I believe her name was.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, and she's gone to lunch at the moment.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If someone can just email me back with the reset or the instructions.
[CUSTOMER][NEUTRAL] I just wanna be able to go on and and pay the bill.
[AGENT][POSITIVE] I understand and I do apologize.
[CUSTOMER][NEUTRAL] Um, before the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And, and I do apologize for the inconvenience. Um.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I can make a note on here and reach out to [PII] and see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Because it looks like someone else had also said that they reached out received a call.
[CUSTOMER][POSITIVE] OK, that would be great.
[AGENT][NEUTRAL] OK. OK. So somebody tried to contact you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And they followed up with an email.
[CUSTOMER][NEGATIVE] Mm I haven't received anything.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know which email they used and might use dances and that was on the [PII].
[CUSTOMER][NEUTRAL] Mhm, which I had him check.
[CUSTOMER][NEUTRAL] OK, I'll have him go back again.
[AGENT][NEUTRAL] And that is something from care team.
[CUSTOMER][NEUTRAL] Care team on the [PII]. OK, I'll go have him check that now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And see if he by chance.
[CUSTOMER][POSITIVE] OK, if you can, yeah, I'll I'll do that as you're trying to put in another request that would be great and if I can find something and it works I'll give you a call back.
[AGENT][POSITIVE] OK. Well, I do apologize, [PII] and um.
[AGENT][NEUTRAL] We'll have someone call you back and say or email you and see what's going on, um.
[AGENT][NEUTRAL] Cause like I haven't been.
[AGENT][NEGATIVE] It's my first attempt to not have it where it couldn't go all the way through.
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][POSITIVE] Oh, OK, not a problem, thank you for your time.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] All right have a good day.
[CUSTOMER][POSITIVE] Nope, that does it thank you.
[AGENT][POSITIVE] All right, well thank you, [PII], and you have a great day. Thank you for calling APL. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You as well.