AccountId: 011433970860
ContactId: 6d2be1b2-c3e5-47ab-a2d8-795a9789a018
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2246620 ms
Total Talk Time (AGENT): 579531 ms
Total Talk Time (CUSTOMER): 980583 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/6d2be1b2-c3e5-47ab-a2d8-795a9789a018_20250307T17:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling um we are new to APL.
[CUSTOMER][NEUTRAL] Uh, they just recently come on board with our organization, maybe a month ago, and I just received my first invoice, so I'm trying to reconcile the invoice before I submit it to AP for uh payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And so I was trying to establish my account, OK? And then it says it's gonna send me a verification code. I've been waiting on the verification code for probably 2.5 hours now, so yeah, I think there might be a little problem.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let's take a look here. Do you have your group number?
[CUSTOMER][NEUTRAL] I do, um, that number.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] 26,950.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] All right. And then if you can just verify with me um the group name, please?
[CUSTOMER][NEUTRAL] Community management and my name is [PII].
[AGENT][POSITIVE] Thank you, [PII]. OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] I see it says pending.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] I went through like step one, like step one was completed, like I had the group number um I've been working with the representative from APL to make sure like the right phone number and everything else was you know correct.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, right, right.
[CUSTOMER][NEUTRAL] And then it and then it moved to step 2 and it said it was gonna send me a verification code.
[CUSTOMER][NEGATIVE] And like I said, 2.5 hours later I still haven't received it and I need to reconcile that invoice so that your company gets paid.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me reach out because I've never seen that message before. That's a new one for me. Let me reach out and see if anybody's got any sort of.
[AGENT][NEUTRAL] Help here or see what's going on.
[CUSTOMER][NEGATIVE] This just coincides with my entire day like, uh, I mean like this Friday, I have had so many like road bumps. Uh, now I'm, I'm not even gonna call them bumps. I'm gonna call them blocks. Um, I get on this task, I try to complete it. Nope.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, I'm
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Block
[CUSTOMER][NEUTRAL] Uh, uh, uh, you know, I just started out with the morning. I got out of bed and the phone fell off the bed and my whole screen shattered. It's like, seriously, and it's in a case.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So I think I should have known from that point.
[CUSTOMER][NEGATIVE] But this day was gonna be crap.
[AGENT][NEUTRAL] Right, Friday cannot end soon enough.
[CUSTOMER][NEUTRAL] I mean if I need to start over it's no big deal.
[CUSTOMER][NEGATIVE] I have all the information, but I feel like I'm gonna come back to the same block.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, OK, I've sent a message off to IT to see what they say because like I said I saying pending account status pending, um, but like you said it's been hours so and the email address, let me just make sure.
[AGENT][NEUTRAL] Oh we have it here. OK. [PII], yeah?
[CUSTOMER][POSITIVE] Yes ma'am, that is correct.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, let's see if it says anything.
[AGENT][NEUTRAL] I don't even have a troubleshoot for that like that's why.
[AGENT][NEGATIVE] I needed to reach out cause the troubleshoot guy doesn't help us unfortunately, [PII], either.
[CUSTOMER][NEUTRAL] Uh um.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Should I try like,
[CUSTOMER][NEUTRAL] Refreshing the screen and starting over.
[AGENT][NEUTRAL] Were you?
[CUSTOMER][NEUTRAL] I, I feel like it's not gonna, I feel like the account's not gonna be confirmed until I receive that verification code.
[AGENT][NEUTRAL] Right, um.
[AGENT][NEUTRAL] So did you, did you, you got the username and password set up, right? You were just.
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, and that's step one like when you're establishing your account, that's step one, you know, you have to put in your group number, your zip code and you know everything else.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then it moves you to step 2. Well, step 2 is the verification code.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And that that's what was never sent, of course.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Try opening a new tab and or yeah and just use the username and password to see what happens um.
[CUSTOMER][NEUTRAL] OK, uh, um, let me go back to.
[CUSTOMER][NEUTRAL] My invoice email click here.
[AGENT][NEUTRAL] Cause I'm still waiting on a response from them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's just see.
[CUSTOMER][NEUTRAL] OK, the user name I could I know because.
[CUSTOMER][NEUTRAL] I just established all of this.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I don't have a username because it was never established, it was never confirmed and I don't have a password so I have to go in as a new user, OK, so I'm gonna just do it again just as a new user.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK. OK, try it again and we'll see.
[CUSTOMER][NEUTRAL] I'm an employer, yes, next, OK, my group number. Let me gather all let me scroll through these emails, um.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] 26,950 is the group.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, zip code [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII] and I have no clue whose number that is um [PII]. OK, that's correct and then let me type in [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Uh, come on now.
[CUSTOMER][NEGATIVE] Oh come on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email is me.
[CUSTOMER][NEUTRAL] I'm gonna mark now.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It it takes it about
[CUSTOMER][NEUTRAL] 30 45 seconds.
[AGENT][POSITIVE] No, no worries.
[CUSTOMER][NEUTRAL] Just start.
[CUSTOMER][NEUTRAL] For the group
[CUSTOMER][NEUTRAL] I went through this the first time. OK, now it's saying, OK, thanks a verification code has been sent to the email address we have on record.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm back to step to the same place.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I, I, I checked my junk mail just in case.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's not there either.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEGATIVE] And since doing it the second time, nothing's popped up on your side as far as the email or anything.
[CUSTOMER][NEGATIVE] Unfortunately, no, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, they're telling me to call billing to see if maybe they have a workaround for this, so let me try and reach out to billing here, [PII] and see what they have to say.
[CUSTOMER][POSITIVE] Yes ma'am, take your time. I, I get paid by the hour so I'm in no hurry, OK?
[AGENT][POSITIVE] OK, thanks.
[AGENT][POSITIVE] I know. I'm sorry. Thank you for your patience.
[CUSTOMER][NEUTRAL] It's OK, [PII]. No, it's OK, [PII], seriously.
[AGENT][NEUTRAL] Alright, let's, let's figure this out. One second.
[CUSTOMER][NEUTRAL] Look, do you have my phone number just in case we get disconnected?
[AGENT][NEUTRAL] Oh yeah, yeah, so [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am. I use my personal cell, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yeah, if anything happens, I will definitely call you back, [PII].
[CUSTOMER][MIXED] OK, perfect, sir. I appreciate it, but don't hang up on me.
[AGENT][NEUTRAL] OK. I won't. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thanks for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you doing today?
[CUSTOMER][NEUTRAL] I'm well. How about yourself?
[AGENT][NEUTRAL] I'm good um I have somebody in contact with a group that's trying to set up the like OSC online and I was advised to call billing maybe you guys can help so she's not getting the verification email.
[AGENT][NEUTRAL] And it's saying no identity on the OSC admin. Have you, do you guys know how to work around that?
[CUSTOMER][NEUTRAL] Yeah, so what it is is the information she's entering in to create the account doesn't match what we have.
[AGENT][NEUTRAL] Something is off in the information, is that it? OK.
[CUSTOMER][NEUTRAL] Right, yeah, so it's a code, the phone number, um, I believe the city. Let me check quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I just never seen that message and
[CUSTOMER][NEUTRAL] Fairly certain that's what it is, um.
[CUSTOMER][NEUTRAL] New user let's see.
[CUSTOMER][NEUTRAL] OK, I'm gonna.
[CUSTOMER][NEUTRAL] Alright, so the group number, of course, the zip code has to be the same and it has to be the billing zip code in case you know sometimes they have a separate uh physical address. The phone number has to be exactly the one that we have in the system.
[AGENT][NEUTRAL] OK. Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] The city and the email on record.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They have to match exactly what we have in our system.
[AGENT][NEUTRAL] So she was reading them off to me. I felt like we were doing the right one, but let's see, um.
[AGENT][NEUTRAL] OK. Um, I will just double check that with her again and make sure that all that is lining up, but that's what that would mean is that something's off there, OK?
[CUSTOMER][POSITIVE] I believe that's that message, yes ma'am. If not, give us a call back and somebody else whoever answers could help you out, but I, I might be the one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] No, that's all right. I'll try that with her, go step by step and hopefully that'll work. Thank you so much.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, [PII], so we're gonna start from step one again and they're saying that that means that something doesn't match, so we're just gonna go step by step and I'm gonna give you what I have on my side and just make sure we're entering everything as we have it and see what happens from there.
[CUSTOMER][NEUTRAL] OK, I will say this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The first time, the first time that I try to do this all on my own.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did get the error message that it was mixed match information that's why I reached out to APL um she's a broker relations manager.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To confirm what I was entering.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She supplied that and that's what I've been entering.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's where I get stuck on step 2, so but yes ma'am, by all means let's start over, OK?
[AGENT][NEUTRAL] Let's, OK, let's see if there's, I wonder if there's.
[CUSTOMER][NEUTRAL] OK, new user and I'm selecting I'm an employer or group who offers APL products to my employees or members because that's who I am.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I selected that I hit next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh shoot, it's taking me back to the verification god dang it. OK, let me just get out and go all the way back in.
[CUSTOMER][NEUTRAL] Um, do do do do do do.
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Maybe I was hitting the wrong here on the original email.
[CUSTOMER][NEUTRAL] I just reread the email.
[CUSTOMER][NEUTRAL] Oh, OK, no, I wasn't. It's taking me to the same place. OK, I'm an employer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Let me go back up to this email.
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] OK, group number is 26.
[CUSTOMER][NEUTRAL] 950.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Our zip code is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Phone number that I was given.
[CUSTOMER][NEUTRAL] Was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The city is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, springs, two words, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm typing it in, yes ma'am, email on record.
[CUSTOMER][NEUTRAL] I have it as me, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Select the state [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then I hit and then I'm gonna hit next so you want me to read I mean my group number I have 26,950.
[CUSTOMER][NEUTRAL] The zip [PII].
[CUSTOMER][NEUTRAL] The phone is [PII] City [PII]. Email on record, [PII] state [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's everything we have.
[CUSTOMER][NEUTRAL] OK, when I get
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] That's the same info I've been entering 2 or 3 times.
[CUSTOMER][NEUTRAL] It's gonna send me a verification code. I just moved to step 2.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and then nothing's coming through, it sounds like.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let's see what we'll, what we need to do next then because we verified all that, so give me just one second here, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Do I know we do know.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group Billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing fine, [PII], thank you for asking. How are you?
[AGENT][POSITIVE] I'm good, thank you so much for asking. Um, I had called earlier, so I have somebody with a group that's trying to set up their um OSC online and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] She's getting she's not getting the confirmation email like they're supposed to get an email and so when I called earlier they were like make sure everything matches because in the admin it's showing that pending no identity.
[AGENT][NEUTRAL] So me and her went through everything, the group number, the zip, the phone and she's still not getting that email so do you know how else we can maybe help?
[CUSTOMER][NEUTRAL] What's that group number, dear?
[AGENT][NEUTRAL] Group number is 26,950.
[CUSTOMER][NEUTRAL] 26,950.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, let me see. Oops.
[CUSTOMER][NEGATIVE] Just broke the leg off my keyboard.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, yeah, alright, come off. Let me just do it this way.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's community management.
[AGENT][NEUTRAL] Mhm, and we have [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she should have gotten an email.
[CUSTOMER][NEUTRAL] Um, I don't know when they started this. They should have gotten an email originally giving them the.
[CUSTOMER][NEUTRAL] Um, verification code.
[AGENT][NEGATIVE] Yeah, and that's what she's not getting when she goes through the steps, like the email is not coming.
[CUSTOMER][NEUTRAL] OK, well we can send her the verification code if you had, if you have verified all of that, just make sure you if you do when you do do that just uh copy and paste that and you what you're gonna click to get that.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And I mean I can help her with this it's not a problem, but I mean just for your, I mean if.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Future references you click where it says in the pin where the it's got a plus you'll click that plus and it'll give you the verification code because that that'll that's never gonna change.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Where are you clicking the plus in in the admin OSC or?
[CUSTOMER][NEUTRAL] Yes, in the admin OSC where it says pending identity, uh, and all that. OK, go over where uh where username it's got that plus.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, I didn't even know that was an option, [PII], thank you.
[CUSTOMER][NEUTRAL] You are so welcome. Yeah, that's, that's what that email is for is for that uh verification code. So is that what she's waiting on?
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Yeah, that's all she's waiting on. I didn't even.
[CUSTOMER][NEUTRAL] And then just uh honey, just copy and paste that and send it to her and let her know that she needs to copy and paste it because it's case sensitive.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Unless she wants you to read it out to her.
[AGENT][POSITIVE] Goodness gracious, that is, man. You saved the day. I was like, I ain't never seen that. I don't know what to do now. Thank you so much.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, you're welcome. I mean, I'm glad I was able to help you. I mean anytime, but yeah, that's all she's waiting for is the verification code just copy and paste that and send it to her if, if she's OK with that.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then just let her know that that's what you're gonna do is just copy and uh that you're gonna send her the verification code and that she needs to copy and paste it because it is case sensitive.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, awesome. Thank you so much. I will give that to her. You have a good rest of your day, Meet. Thank you again.
[CUSTOMER][POSITIVE] You too, [PII], and, and have a good day as well and happy weekend if I don't, if I don't talk to you again.
[AGENT][NEUTRAL] All right. Mm.
[AGENT][NEUTRAL] You too, dear. You too.
[CUSTOMER][POSITIVE] All right. Thank you, hun. Mm.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] All right [PII], so I was able to get the verification code. Um, we can do this one of two ways I can read it to you phonetically, or I can email it to you. Do you want me just to read it to you?
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Yeah, just read it and let's see what happens. How about that?
[AGENT][POSITIVE] OK, sounds good. All right, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII] or lower?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, it is case sensitive, so yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, got you, OK.
[AGENT][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] A capital V like in Victor.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] A lowercase P like in Peter.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Capital F like in Frank.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Capital Q like in Queen.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] The number 0.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Lowercase T like in Tom.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And these last three are all gonna be capital. We have a P like in Paul.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And R like in Robert.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then an A like in apple.
[CUSTOMER][POSITIVE] I'm gonna read that back to you real fast.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] U as in Umbrella. F as in Frank J as in John Z as in Zebra. T as in Tom V as in Victor P as in Peter F as in Fox Q as in Queen 0.
[CUSTOMER][NEUTRAL] Lowercase T as in Tom, P as in Peter R as in Roger A as in Apple.
[AGENT][POSITIVE] That is correct, yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, let me hit next and see what happens.
[CUSTOMER][NEUTRAL] OK, I finally got to step 3.
[AGENT][POSITIVE] Yay!
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my gosh, it's only taken me 2.5 hours to get this far. OK.
[AGENT][NEUTRAL] I know, now, now we're cooking with Crisco, it looks like.
[CUSTOMER][NEGATIVE] OK, so now I am going to, oh shit.
[CUSTOMER][NEGATIVE] Username we're just gonna put um seem like one lower case character one number 8 characters, one uppercase, one symbol must not contain.
[CUSTOMER][NEUTRAL] User name.
[CUSTOMER][NEGATIVE] Hell, I don't even know what the user name is so um.
[CUSTOMER][NEUTRAL] We'll just say [PII]
[CUSTOMER][NEUTRAL] Bear with me one second, let's just see if the.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And let me jot this down capital C lower case mgt.
[CUSTOMER][NEUTRAL] And then I'll just do 123.
[CUSTOMER][NEUTRAL] $4.01 23 $4 sign.
[CUSTOMER][NEUTRAL] Password.
[CUSTOMER][NEUTRAL] But this is user.
[CUSTOMER][NEUTRAL] We'll just
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII] so I'll take that because I'm
[CUSTOMER][NEUTRAL] Using the same but we'll see [PII] sign.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEGATIVE] You know tired of typing my same email address.
[CUSTOMER][NEUTRAL] At AMGT.4G.
[CUSTOMER][NEUTRAL] OK, confirm [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Primary phone. I'm gonna go back to the same one they have. I don't know whose phone that is. Uh, it goes to some desk in our one of our offices. I have no idea and it doesn't matter.
[AGENT][NEUTRAL] Uh uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But I need the text message phone. I'm gonna put it [PII]. I'm putting that as mine.
[CUSTOMER][NEUTRAL] Oh shit, OK, please enter a valid user name. Username must be 1 to 20 characters.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may contain any combination of a or.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What's wrong with it? Please enter a valid user name. User name must be 1 to 20 characters. It may contain any combination of A through Z, A through Z 0 through 9_ dash. So maybe the dollar sign threw it off.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, so let's just get $1000 on.
[CUSTOMER][NEUTRAL] What happens?
[CUSTOMER][NEUTRAL] It must be doing something because it's waiting like it did we suggest using a general department team not personal email address and username to set up your.
[CUSTOMER][POSITIVE] I don't care what you suggest, um, your account has been successfully created.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] Save all that.
[CUSTOMER][NEUTRAL] Submit that.
[CUSTOMER][NEUTRAL] OK, APL banking information for ACH payment address to now group have changed what?
[CUSTOMER][NEGATIVE] Well, I didn't want that.
[AGENT][NEUTRAL] What does it say again? I'm sorry.
[CUSTOMER][NEUTRAL] Says um APL's banking information for ACH payments.
[CUSTOMER][NEUTRAL] And the address to mail group premiums have changed.
[CUSTOMER][NEUTRAL] Click here to see important details.
[AGENT][NEUTRAL] Oh, that's just saying that our address has changed.
[AGENT][NEUTRAL] For mailing payments?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, as long as my AP department can still submit payment.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah, yeah, nothing has changed on your information that I see like there's, I just refreshed it, nothing, nothing has changed.
[AGENT][NEUTRAL] We had our billing address changed where we received payments. We used to receive payments in [PII] and now they're sent to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I, I guess you helped me as much as you can now it's a matter of me printing out this invoice.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Which is totally intellect.
[CUSTOMER][NEUTRAL] Um, oh.
[CUSTOMER][POSITIVE] Wow, OK, but yes ma'am.
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] Do you wanna talk to somebody in billing about the invoice or?
[CUSTOMER][NEUTRAL] Well, I wanna take a broader view of it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, before.
[CUSTOMER][NEUTRAL] Like I wanna make notes of the like what's an accurate.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But before I really speak to someone.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't even know
[AGENT][NEUTRAL] So if you, if you need to call us back, we're here until [PII] central time today. Um, so you can definitely, if you feel like you need to look at it first and then if you need to call us back, we would be here.
[CUSTOMER][NEUTRAL] Yeah, I, I mean, I don't, I don't wanna talk to someone until I have.
[CUSTOMER][NEUTRAL] A few moments to, you know, just glance at the invoice, you know I mean I'll be like um um um um um, you know, and I don't wanna take up someone's time.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] But just looking at the amount billed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Something's
[CUSTOMER][NEUTRAL] I'll figure it out. Some not.
[CUSTOMER][POSITIVE] Coinciding here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] At all
[CUSTOMER][NEUTRAL] But I'm gonna take a I'm I'm gonna take a deeper look into this.
[CUSTOMER][NEUTRAL] And who knows, it might be right, um, but, mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Some flags went up.
[CUSTOMER][NEUTRAL] But that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, if you need us, [PII], give us a call we'll do our best to help, OK?
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I really appreciate your help.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome. Have a good rest of your day.
[CUSTOMER][POSITIVE] Same to you, ma'am. Thank you.
[AGENT][NEUTRAL] All right, bye.