AccountId: 011433970860
ContactId: 75c39857-4c86-4331-b510-193b17d7413d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1396880 ms
Total Talk Time (AGENT): 343442 ms
Total Talk Time (CUSTOMER): 686179 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/75c39857-4c86-4331-b510-193b17d7413d_20250620T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], this is [PII] at Fire and Safety Commodities and uh apparently I did not pay my last premium, so I went online to try to do that and I'm locked out.
[CUSTOMER][NEUTRAL] And I know it's because we're switching.
[CUSTOMER][NEUTRAL] Uh, we're doing a lot of stuff here, so it's not recognizing my my email so I'm just trying to make that payment.
[AGENT][NEUTRAL] OK. Do you have
[CUSTOMER][NEUTRAL] Can you help me with that?
[AGENT][NEUTRAL] Yes, do you have your uh group number?
[CUSTOMER][NEGATIVE] Uh, you know what, I didn't come prepared when I called you. I just panicked. Bear with me.
[AGENT][NEUTRAL] Um, I can look it up by the name.
[CUSTOMER][POSITIVE] OK, I can get it in a few minutes. Let's see some fire and safety commodities.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, looks like 26,060.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm opening up the last bill.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I have an invoice number and I think I went ahead and verify it. I just apparently didn't click the enter button or whatever because it should be auto drafted from our checking account. Do you have that information there that you can just run it?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, we have to, you'd have to do it online or we can do credit card payments by phone. Um, let me verify, what was your first and last name?
[CUSTOMER][NEUTRAL] Oh, I don't wanna do a credit card.
[CUSTOMER][NEUTRAL] [PII] Last name [PII]
[AGENT][NEUTRAL] OK, and then what's the address for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's the email associated with your group?
[CUSTOMER][NEUTRAL] Well, it was [PII].
[AGENT][NEUTRAL] OK, that's what we have. And then what about a good child?
[CUSTOMER][NEUTRAL] Yeah, I just got the email saying that it's, it's past due and in my system it's paid since for the last 3 weeks so there was a snafu somewhere. I'm sorry, what was that last question?
[AGENT][NEUTRAL] Uh, the phone number for your group.
[CUSTOMER][NEUTRAL] Oh, I don't know maybe it's we have a couple of them, so it's either [PII] or maybe [PII].
[AGENT][NEUTRAL] OK, looks like we have [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, that's, I'm sorry, that's my personal phone, that's my personal cell. I that's the one I must have used.
[AGENT][NEUTRAL] Oh, it's
[AGENT][NEUTRAL] OK, um, so have you actually set up the new account on our new website because you have to recreate everything again. You can't use your old login information or anything.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't, I don't
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I mean, I would rather
[CUSTOMER][NEUTRAL] Let me see something here.
[CUSTOMER][NEUTRAL] I, I, I, I know we're see, I can get into it uh on my other accounts I'm not sure what happened.
[AGENT][NEUTRAL] Well, we've we've upgraded our website so you have to recreate your account you'll have to create your OSC.
[CUSTOMER][NEUTRAL] With you guys
[CUSTOMER][NEUTRAL] Oh, OK, so it's not OK. I apologize then I, I, I guess I missed that, um.
[CUSTOMER][NEUTRAL] I missed that email.
[CUSTOMER][NEUTRAL] OK, so I need to create your OSC account, is that correct?
[AGENT][NEUTRAL] That's correct. And then if you do, you're the group, and then
[CUSTOMER][NEUTRAL] OK, well then
[AGENT][NEUTRAL] Next step would be um you'll just need to enter the boxes with the asterisk.
[CUSTOMER][NEUTRAL] Number.
[CUSTOMER][NEUTRAL] So that would be 26,060.
[CUSTOMER][NEUTRAL] Zip code would be my zip code here.
[AGENT][NEUTRAL] Um, you can just enter your group number.
[CUSTOMER][NEUTRAL] And then my phone number.
[AGENT][NEUTRAL] You could just send the group number and.
[CUSTOMER][NEUTRAL] Oh, I don't need all that.
[AGENT][NEUTRAL] No, just the group number and your email that you provided.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But see it said it didn't recognize oh never mind, continue.
[CUSTOMER][NEUTRAL] Verification is necessary, please click.
[CUSTOMER][NEUTRAL] The button
[CUSTOMER][NEUTRAL] So should I put my email in it's letting me.
[AGENT][NEUTRAL] Yes, put your email in and then it'll send you a verification code to that email that just takes a moment, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So it had nothing to do.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Merger, I thought it had to do with the merger because we just they're just messing with all of our computers and.
[AGENT][NEUTRAL] Oh, no, no, this is.
[CUSTOMER][NEUTRAL] Let's see if it sends me.
[AGENT][NEUTRAL] We upgraded our website.
[CUSTOMER][NEUTRAL] I'm I'm assuming y'all sent that information out and I just didn't read it. Is, is that OK.
[AGENT][NEUTRAL] We did.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's OK. I'm sure you're inundated with lots of emails, but yes, we sent it out in May.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I could just create
[CUSTOMER][NEUTRAL] Oh it says hold on.
[CUSTOMER][NEUTRAL] New password. OK, so I'm just gonna, it's got.
[CUSTOMER][NEUTRAL] I don't know why it needs my first and last name, but I'll give it.
[AGENT][NEUTRAL] You don't have to enter that if you don't want.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I mean, I don't, the card field is missing.
[CUSTOMER][NEUTRAL] Verification is necessary. The information is required. I just put my email in there now it's telling me to start all over.
[AGENT][NEUTRAL] Yeah, you'll have to log in again. It's gonna send another verification code, enter that and then you'll be in the system.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Well y'all are really secure, huh?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Bear with me because I'm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Wanna make sure I get in and get this taken care of.
[CUSTOMER][NEUTRAL] Let's try this again. [PII].
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] Claim not verified. I don't know what that means.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can I just get out and try to get back in?
[AGENT][NEUTRAL] Uh, yes, so did you, you tried to log in and it, and you entered the verification code?
[CUSTOMER][NEUTRAL] No, I didn't. I just, uh, well, I got a second. Well, let me see, let me go back here. Let me try this.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] We can't seem to find your account.
[AGENT][NEUTRAL] Um, let me see where you're at.
[CUSTOMER][NEUTRAL] I don't know what I did wrong.
[AGENT][NEUTRAL] OK, so, um, if you go to log in.
[AGENT][NEUTRAL] And enter the password and email you or the password you created in your email. What happens then?
[CUSTOMER][NEUTRAL] Uh, it, it brought me to hold on, let me go here.
[CUSTOMER][NEUTRAL] But I want to log in.
[CUSTOMER][NEUTRAL] It asked for my email address and my password I typed it in.
[CUSTOMER][NEGATIVE] And it says it can't find my account. It didn't say that much.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] We can't seem to find your account.
[AGENT][NEUTRAL] I've got you in here.
[CUSTOMER][NEUTRAL] So should I do forgot password again?
[AGENT][NEUTRAL] Um, yes, you can try that.
[CUSTOMER][NEUTRAL] I mean I can
[CUSTOMER][POSITIVE] I can do that. Let's do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Verify your email address. Verification code is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Email address verified. Now you can continue and so I have two options change email which I don't wanna do and continue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And continue.
[CUSTOMER][NEGATIVE] It says account can't be found with the provided user ID.
[AGENT][NEUTRAL] Um, let's see, what, uh, browser are you using?
[CUSTOMER][NEUTRAL] Google.
[AGENT][NEUTRAL] And Chrome.
[CUSTOMER][POSITIVE] Yes, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you know how to
[CUSTOMER][NEUTRAL] Should I try going through edge?
[AGENT][NEGATIVE] No, that shouldn't make a difference. Um, do you know how to clear your browsing data on Google?
[CUSTOMER][NEUTRAL] Yes, let me do that.
[AGENT][NEUTRAL] Um, so if you go to those 3 dots and then settings.
[CUSTOMER][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Usually it goes let's see the window clear setting well I.
[CUSTOMER][NEUTRAL] I thought it was a quickie.
[AGENT][NEUTRAL] And privacy and security.
[CUSTOMER][NEGATIVE] Delete he had delete delete browsing data.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Delete data
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm assuming it did that.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Let me get out of that and try it again.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Alright, so.
[AGENT][NEUTRAL] OK, did it give the same error?
[CUSTOMER][NEUTRAL] I mean, I
[CUSTOMER][NEGATIVE] We can't seem to find your account.
[CUSTOMER][NEUTRAL] And I can't see it won't let me.
[CUSTOMER][NEUTRAL] See my my um.
[CUSTOMER][NEUTRAL] My password?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I can't tell if maybe that I mean I understand what you're saying that it may be automatically sometimes it uh it doesn't change it it just keeps doing the same one.
[AGENT][NEUTRAL] Yeah, it should have retained it though. Um, OK, I can put in an IT ticket to, um, it takes about 24 to 48 hours. Uh, we've had some issues with our new website launch, so.
[AGENT][NEUTRAL] Um, what's the best way to contact you back?
[CUSTOMER][NEUTRAL] My cell phone [PII].
[CUSTOMER][NEUTRAL] My concern is I don't want this to affect, you know.
[CUSTOMER][NEGATIVE] My payment I wanna make sure I get this taken care of and you're telling me you can't pull it from my bank and I don't wanna use the credit card if I can help it.
[AGENT][NEUTRAL] Yeah, I understand. Uh, there's a 30 day lapse, so it, I mean a 30 day grace period. So what date was the invoice due?
[CUSTOMER][NEUTRAL] Um, it says now I don't remember, hold on.
[CUSTOMER][NEUTRAL] Let me see my my email.
[AGENT][NEUTRAL] It looks like we got the 55 invoice, uh, May invoice.
[CUSTOMER][NEUTRAL] Yeah, it says it's due 5:16 this is already passed.
[CUSTOMER][NEUTRAL] Do
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I don't know why.
[CUSTOMER][NEUTRAL] It says 51 because my software.
[AGENT][NEUTRAL] I've got
[AGENT][NEUTRAL] Um, receive date 55 and then we, oh bill date that was for April. I see. OK, let's see for May.
[CUSTOMER][NEUTRAL] Normally I pay it it says bill date and and unfortunately this is employee paid so the bill I usually wait and then put in you know what was collected from our employees.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So you all don't bill in arrears.
[AGENT][NEUTRAL] Yeah, it looks like um.
[AGENT][NEUTRAL] Well, the last invoice you paid was from for April, so this one would be for May.
[AGENT][NEUTRAL] So, let's see.
[AGENT][POSITIVE] But no, it shouldn't affect your, we, we are experiencing these technical difficulties so it's not gonna affect your ability because we'll, we'll be able to get this hopefully resolved within 24 to 48 hours then you'll be able to pay that online.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah, of course it's Friday and that's why my that was my concern. I know what you're saying.
[AGENT][NEUTRAL] Yeah, it, it, it shouldn't, it won't be an issue, um, like I said, I'll notify our um IT team that you're having issues and that was the reason that you couldn't get into pay but hopefully we can get it resolved within 24 to 48 hours and then you can make that payment so.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, because now that I'm thinking about it I don't have and that could be because you've changed your portal um.
[CUSTOMER][NEUTRAL] And I didn't pay attention. I didn't do my due diligence, um, so I don't have my June bill yet. Hold on, because see, you don't, even though it says 51.
[CUSTOMER][NEUTRAL] Excuse me, let me check something here since I can't get into your portal, I'm trying to do something different here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It says 51. I don't get the bill till the end of the month, see, because I'm showing when I downloaded the bill.
[CUSTOMER][NEUTRAL] It was almost the end of May.
[CUSTOMER][NEGATIVE] So I don't even have my June bill yet and today is the [PII].
[AGENT][NEUTRAL] Right, yeah, I see we.
[CUSTOMER][NEUTRAL] Is the June bill posted?
[AGENT][NEUTRAL] No, June bill is not posted yet.
[CUSTOMER][NEUTRAL] Well that's what I'm saying the June bill isn't even, so how can I, you know what I mean? In my defense, you send the bill after the fact.
[AGENT][NEUTRAL] Yeah, I see that we sent the May invoice on 527-25.
[CUSTOMER][NEUTRAL] Correct, so that's what I'm telling you, you sent the May invoice saying it's due.
[CUSTOMER][NEUTRAL] Before I even get the bill.
[AGENT][NEUTRAL] 00, it has a due date of [PII], is that what you said?
[CUSTOMER][NEUTRAL] Yeah, right. When I, uh, right, right? You see what I'm saying?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, yeah, totally.
[CUSTOMER][NEUTRAL] Yeah I don't send the bill out, but then you backdate the bill to the [PII] of the month, but I don't get it until the end of the month. I immediately put it in. I mean, I verified it, reconciled it, and then I said, well, OK, you know, and then I, I assume I, I went to go either I, I thought I paid it or I.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm, yeah, on, on June with the beginning of June and it didn't post.
[AGENT][NEUTRAL] Yeah, it looks like
[CUSTOMER][NEUTRAL] I don't know why
[AGENT][NEUTRAL] Yeah, our, uh, it looks like our group bills are in arrears. That's what, yeah, I, I'm actually on the care team so, but we don't, we don't have a queue open anymore for our billing department, so unless it's a credit card payment.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Uh, I got you.
[AGENT][NEUTRAL] Yeah, um, so I see that, yeah, I understand what you're saying that that would be a little bit um confusing. I don't know if that's the right word, but.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, it is not no no it is confusing to me because unfortunately I do a few other things other than this and and I don't remember the particulars on every particular, mostly it's the benefits side of the business, you know, because if it's the benefit if we're offering benefits obviously which we do um and their employee are paid then normally I'd like to at least reconcile before I pay you up front.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] You know, and we have not collected from the employee.
[AGENT][NEUTRAL] Yes, yeah, I.
[CUSTOMER][NEUTRAL] And some of my supple it some of my my um my benefits I have no choice and some of them I do like you know there are others that that if say if you're gonna offer it payroll deducted then you know you you can't expect the company to flip the bill at the beginning of the month and then you know I say yeah you understand it makes sense, right? So normally.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Oh, absolutely. I, yeah, I get it, yep.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So that being said, I just wanna, I would rather get it resolved.
[CUSTOMER][NEUTRAL] Before you know I pay you.
[CUSTOMER][NEUTRAL] With the credit card that amount of money because I don't wanna pay the 3% on my although does the cost, let me ask you this, if I pay for it, you're not charging me a fee.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Well, you know what, if I use a credit card, I don't think my my my company credit cards.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Uh correct. I don't know, we don't charge a fee. That's right.
[CUSTOMER][NEUTRAL] We're almost at the end of the month, so, uh.
[CUSTOMER][NEUTRAL] Yeah, but I, yeah, but I don't wanna use my credit card and we're in the process of switching to a new credit card system with a new um.
[CUSTOMER][NEUTRAL] Um, um, partner that we're partnering with in business, so I don't wanna draw any red flags to me, so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. I, I totally understand.
[CUSTOMER][POSITIVE] I'm, I'm gonna, I'm gonna, yeah, I'm gonna, uh, I'm gonna keep my fingers crossed. I would appreciate you obviously you will note the um.
[CUSTOMER][NEGATIVE] Issue and know that I tried to attempt.
[AGENT][POSITIVE] Yes, I will.
[CUSTOMER][NEUTRAL] So you're saying that the [PII] have not even posted yet, correct?
[AGENT][NEUTRAL] That's correct, yes. I don't, I don't show June posted yet.
[CUSTOMER][NEUTRAL] I'm just wondering if there's any other thing that I'm doing wrong but maybe if I try to log in.
[CUSTOMER][NEUTRAL] And change.
[AGENT][NEUTRAL] No, I, we've had this issue and I don't know. I show it pinned in our system. I see the verification that you've set it up.
[CUSTOMER][NEUTRAL] So like like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, because it shows pending, so there's, it's like a, a step is missing, um, because it's a, it's a two-factor process. So you, you go into the site, you entered your group number, your email, it sends you a verification code, you create the password, then you go to log in and then it sends you another verification code.
[AGENT][NEUTRAL] And then you should be in the system.
[CUSTOMER][NEUTRAL] And the thing is it didn't say it just said we couldn't verify your account it didn't say that like maybe if I misspelled the password again, you know?
[AGENT][NEUTRAL] Right, and it would say that if you did, it would say incorrect password.
[CUSTOMER][NEGATIVE] Yeah, it doesn't say that right.
[CUSTOMER][NEUTRAL] It says I can't verify your account.
[CUSTOMER][NEUTRAL] And then it says with that I I don't remember if it said log in a user name um.
[CUSTOMER][NEUTRAL] But I mean I have a user name but it doesn't ask me anywhere to put it. I created a user name.
[AGENT][NEUTRAL] Yeah, the username has to be.
[CUSTOMER][NEUTRAL] But there's nowhere.
[AGENT][NEUTRAL] The email. The email address is the username.
[CUSTOMER][NEUTRAL] Oh, OK, so, OK, so it wasn't that before because I'm looking at my contact and originally my I actually had a user name.
[AGENT][NEUTRAL] That's correct, yes, originally people created a username. Now it's email driven, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well then I will just hopefully wait for someone to contact me and, and, uh, do you, are you all a 24 hour service or like would I get it tomorrow?
[AGENT][POSITIVE] No, we're Monday through Friday [PII] Central Standard, so, um, yeah, it would probably more than likely be Monday, um, but I will note your account. There shouldn't be any issue with the payment situation, um, and then we'll get this resolved so you can get into the account successfully and resume paying invoices online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, well I thank you for your patience more than anything else.
[AGENT][POSITIVE] Oh, absolutely, absolutely. Well, I hope.
[CUSTOMER][POSITIVE] And helping me resolve this.
[AGENT][POSITIVE] Yeah, definitely. I'll get this logged and I hope you have a great day and a great weekend.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.