AccountId: 011433970860
ContactId: 70767449-433f-445c-bde3-7e7db66b9888
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 647919 ms
Total Talk Time (AGENT): 140974 ms
Total Talk Time (CUSTOMER): 333864 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/70767449-433f-445c-bde3-7e7db66b9888_20250604T19:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm trying to log on to our account, um, and it keeps telling me that the email address is not on file, but, um, when I, when I forgot password, they emailed me, um, like a login verification.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Code, so I'm, I'm a little confused.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][POSITIVE] I was hoping that somebody could help me. Thank you so much.
[AGENT][NEUTRAL] What is your, what is your group number?
[CUSTOMER][NEUTRAL] It's 161
[CUSTOMER][NEUTRAL] 43
[AGENT][NEUTRAL] 16143 and that's.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] GRT
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah, it's just short. It's abbreviated for the CPAs [PII].
[AGENT][NEUTRAL] OK. And um what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII]. Thank you. And can you um uh do you have a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. Thank you so much. And
[CUSTOMER][NEUTRAL] [PII] at the end. I'm sorry, it's [PII]. [PII], yes, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much and [PII], can you verify the address that we have on file for this group, please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, [PII], and we are in [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that and can you verify the email address please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you so much and the phone number that we have on file?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, it's probably the office number. I would assume [PII].
[AGENT][POSITIVE] Thank you so much. OK, [PII], so you had to go in there and um create a new account.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I have to create a new one?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Since we changed.
[CUSTOMER][NEUTRAL] OK, so where it says.
[CUSTOMER][NEUTRAL] Oh, where it says create your OSC account, is that where I would go?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, and so agency, agent or broker group, so I would go to group.
[AGENT][NEUTRAL] Group
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And hit next.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So the group number, got it.
[CUSTOMER][POSITIVE] So I guess that's why because I, I, I go on every month to print out the invoice and everything was great and I go to do that this time and it's.
[CUSTOMER][NEGATIVE] Not working, so.
[CUSTOMER][NEUTRAL] Just trying to figure out why.
[CUSTOMER][NEUTRAL] And that's the reason, so.
[AGENT][NEUTRAL] Yes, ma'am. You have to recreate it.
[CUSTOMER][NEUTRAL] Oh, I got it. So it's [PII]. My zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, now the phone number I should put the office number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] City.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email on records should be my own.
[CUSTOMER][NEUTRAL] State of [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] Complete your account set up. OK, continue.
[CUSTOMER][NEUTRAL] Email address is mine send verification.
[CUSTOMER][NEUTRAL] OK, I should send let's see.
[CUSTOMER][NEUTRAL] Oh, there it is.
[CUSTOMER][NEUTRAL] OK, so here's the new code [PII].
[CUSTOMER][NEUTRAL] I'll verify code. OK. And then just enter the new passcode.
[CUSTOMER][NEUTRAL] OK. I think I am all squared away now. I just gotta put in the passcode.
[CUSTOMER][POSITIVE] Let's make up a new one.
[AGENT][NEUTRAL] I can wait until you, I can wait until you, um.
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[AGENT][NEUTRAL] Just to make sure you get on.
[CUSTOMER][POSITIVE] Thank you I appreciate it. OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Now where it says display name, do I have to put anything there?
[AGENT][NEUTRAL] When it says what now?
[CUSTOMER][NEUTRAL] It says display name.
[CUSTOMER][NEUTRAL] So it said, uh, create a password, uh verify the password, and then the third box says display name.
[CUSTOMER][NEUTRAL] And then it says my name. I don't let me see if I hit continue if if it.
[CUSTOMER][NEUTRAL] Oh, no, it went through. I guess you don't have to put anything there.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] OK, I've created it.
[CUSTOMER][NEUTRAL] Uh, log in.
[CUSTOMER][NEUTRAL] Send verification code. Oh, so they're gonna send a verification code every time we.
[CUSTOMER][NEUTRAL] Log in, OK.
[AGENT][NEGATIVE] I don't think it's gonna be every time you log in. I think it's just the first set up initial set up and everything.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] And I could be wrong.
[AGENT][NEUTRAL] But to my understanding, I.
[CUSTOMER][NEUTRAL] The pending of yeah.
[CUSTOMER][NEUTRAL] Let's see, I should get the last one here. Oh there it is.
[CUSTOMER][POSITIVE] OK no problem.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it looks like we just got a payment from y'all [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I I was checking out and making sure that everything had gone through.
[AGENT][POSITIVE] Yes, ma'am. We just got that today.
[CUSTOMER][NEGATIVE] But then I couldn't log on.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Your email address is verified. You can now continue.
[CUSTOMER][NEUTRAL] Let's continue log in.
[CUSTOMER][NEUTRAL] I'm still going around in circles here. Let's see.
[CUSTOMER][NEUTRAL] Logged in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now I see my dashboard.
[CUSTOMER][POSITIVE] Welcome to the online service center, OK, perfect.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's showing me the different steps and what I can see how to file a claim.
[CUSTOMER][POSITIVE] The dashboard, how I can navigate, OK.
[CUSTOMER][NEUTRAL] Manage the users.
[CUSTOMER][POSITIVE] Done. OK, perfect.
[CUSTOMER][NEUTRAL] Um, you go to a broker, go to group, we got 23.
[CUSTOMER][NEUTRAL] Let's see, go to invoicing. OK, that's what I was looking for.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Wonderful.
[CUSTOMER][POSITIVE] I see. OK, that's perfect.
[CUSTOMER][POSITIVE] OK, wonderful. Yes, I see it on the [PII], 4400 with 27 cents. That's it.
[AGENT][NEUTRAL] And you can
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Awesome. You've been so helpful. Thank you so much. I thought I was going nuts. I was like, shoot, I, I do this every month. What happened? Now I see.
[AGENT][POSITIVE] I'm glad I was able to help you.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] They changed the format on it, so.
[CUSTOMER][POSITIVE] Yeah, perfect, no problem, thank you.
[AGENT][POSITIVE] But I think it was, I mean, it's, it's a lot cleaner. It looks, you know.
[CUSTOMER][POSITIVE] Oh yeah, it looks great. I'm gonna play around with it now.
[AGENT][NEUTRAL] And where it's and where it says manage users you can add other users in case you're not there or what have you and need someone else to get it for you you're able to to add another user so.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Perfect. I will check that all out. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Not today. Thank you so much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day. I'm glad I was able to help you.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.