AccountId: 011433970860
ContactId: 6e28fff1-3625-42a0-9f1f-b5449b9e8172
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545700 ms
Total Talk Time (AGENT): 248530 ms
Total Talk Time (CUSTOMER): 183534 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/6e28fff1-3625-42a0-9f1f-b5449b9e8172_20250619T13:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] with Eurooptic calling, and I, I can't seem to be able to get into our account.
[CUSTOMER][NEUTRAL] And I'm not sure. Can you help me with that?
[AGENT][NEUTRAL] I sure can. Let's start with your group number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm sorry, I wasn't prepared for that.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And for the last email um.
[CUSTOMER][NEUTRAL] Of course, it doesn't have it on there.
[CUSTOMER][NEUTRAL] Um, can you hang on so I can grab one of our bills? It's not on the email that I have.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] I can look it up. What what's the name of the group?
[CUSTOMER][NEUTRAL] Um, Euro-optic.
[CUSTOMER][NEUTRAL] And I'm also kind of confused because we all have like user names and when we're trying to sign on it's asking for email addresses.
[AGENT][NEUTRAL] Yes, ma'am. Can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And can you verify um your email address that we should have on file?
[CUSTOMER][NEUTRAL] I think it's [PII] payable at [PII].
[AGENT][POSITIVE] Perfect, thank you. And what's the phone number we should have for the group?
[CUSTOMER][NEUTRAL] Uh, I'm not sure if you have, um, [PII].
[AGENT][NEUTRAL] Yes ma'am. Is that a good callback number just in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Yeah, can I give you my um my direct line?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. OK, so [PII], you are having issues with the online service center, is that correct?
[CUSTOMER][NEUTRAL] Yeah, for both myself and for the company.
[AGENT][NEUTRAL] Alright perfect I can definitely take a look at that and help you so we did launch a new online service center so every group has to um create a new online service center account and with the new online service center um you won't have user names um it'll be um it'll use your.
[AGENT][NEUTRAL] Email address so when you set the original account up you'll use the information that we have for the group for you as far as like the email that you gave me um and and that that'll be your your new user name is that email and then once you get it all set up the the original the main account you then can um create um anybody else's.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Account that needs access uh after you originally get logged in.
[CUSTOMER][NEUTRAL] So they can't do their own?
[CUSTOMER][NEUTRAL] Or am I understanding that wrong?
[AGENT][NEUTRAL] No, you, you would still have to manage the users like we like you did with um the last online service center.
[CUSTOMER][NEUTRAL] OK. And we had a broker doing that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so I is there any chance you could give me the group number? I'm trying to actually make the account right now.
[AGENT][NEUTRAL] Yeah, yeah, sorry, sorry, um, 25942.
[CUSTOMER][NEUTRAL] I think it's like 6
[CUSTOMER][NEUTRAL] 25942. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just trying to log in. OK, so.
[CUSTOMER][NEUTRAL] Address, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I thought I was going crazy. I keep trying to log on. We got the email for uh for a bill and I'm like, I'm, I can't do this.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] What, what I'm also gonna do is I'm gonna also send you um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] PDF, um, documents, um, with like help guides on the for the new online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Verification.
[AGENT][NEUTRAL] OK that.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] Alrighty, I just emailed those two documents for you.
[CUSTOMER][POSITIVE] OK, perfect. And I think
[CUSTOMER][POSITIVE] The account has been successfully created.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Now, you said um if I'm understanding this, oh, go ahead.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Oh, so, um, to finish setting it up you'll, um, do, um, you'll go back to the login screen and put in that email address and that password and um it'll do another verification code um to you email another verification code and that'll be the last time that you'll have to do that and it should be a single sign on so you shouldn't have to enter the information every time.
[CUSTOMER][NEUTRAL] OK. And then if somebody already had an account like I have another employee in the room that um already had account set up, we all need to redo that, right?
[AGENT][NEUTRAL] Yeah, if, if there are other people that need access to the online service center you will do that once you are logged in under manage users, you will create those for them.
[CUSTOMER][NEUTRAL] Um, I guess, I guess what I mean is their personal one.
[AGENT][NEUTRAL] Oh, they're for like a, uh, an, an insured.
[CUSTOMER][NEUTRAL] Is that what
[CUSTOMER][NEUTRAL] Yeah, like for my own personal one, do I need to change because what what I had was a username as well.
[AGENT][NEUTRAL] You use
[AGENT][NEUTRAL] Right, so for your personal, let me make sure.
[AGENT][NEUTRAL] What um ends up or what will end up happening is um it'll
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You'll have to set it up as an insured or whatever my, my mom just went.
[AGENT][NEUTRAL] So one, yeah, you will set yours up individually and use the email address that we have for you. So um we've got [PII]. So that's the email that'll be your username for your personal.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Online service center.
[CUSTOMER][NEUTRAL] And it and it's the same link as I get on as the employer.
[AGENT][NEUTRAL] And that's what each individual needs to be.
[AGENT][NEUTRAL] Yes, so you'll do the same create your OSC account and instead of doing group you'll do I think it says insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but on that, um, on that.
[AGENT][NEUTRAL] Uh, document that I sent you, um, it has, it kind of shows you the same step by step and yes it does say insured, um, whenever you go to create your, um, individual account.
[CUSTOMER][NEUTRAL] OK. I didn't get the documents yet, but I am anticipating they'll be coming, so we'll give that a try here, and I got into
[CUSTOMER][NEUTRAL] The employer wants so I can get that paid, and I think if I have any trouble.
[AGENT][NEUTRAL] And it um you won't have to enter the bank account and routing number again it pulled it over from the old online service center so all the information um should still be there.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right. Well, I'll just wait for those to come and if I have any questions, I'll give a call back, but I appreciate your time.
[AGENT][POSITIVE] No problem. [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, I guess my only question is, did you send that to accounts payable or to me?
[AGENT][NEUTRAL] Accounts payable.
[CUSTOMER][POSITIVE] OK, so I know where to look for it at. All right. um I think I'm good right now.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All righty. Well, thank you for calling ATF.
[CUSTOMER][NEUTRAL] Oh, OK, it just came.
[AGENT][POSITIVE] Yes, perfect.
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][POSITIVE] You're welcome and have a good day.
[CUSTOMER][NEUTRAL] All right, have
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks, bye.