AccountId: 011433970860
ContactId: 7c249de0-b448-4d20-a45b-a78c9188f892
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172309 ms
Total Talk Time (AGENT): 70426 ms
Total Talk Time (CUSTOMER): 80846 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/7c249de0-b448-4d20-a45b-a78c9188f892_20250605T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, good afternoon. My name is [PII]. I am the plan administrator for the company and we have your invoice. I'm trying to pay it. I've always had an account online and for some reason it doesn't let me log in with my credentials. When I try to say like I forgot my password or something, it just doesn't recognize, not even my email.
[CUSTOMER][NEUTRAL] And um I'd like to see if um there is a chance that you can help me to have reset everything so that we can continue to process payments online.
[AGENT][POSITIVE] OK, excellent. Uh, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the group number?
[CUSTOMER][NEUTRAL] Uh, group number is 23662.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify the um name of the company and the address?
[CUSTOMER][NEUTRAL] Vista Color Corporation [PII].
[AGENT][POSITIVE] Alright, thank you so much, [PII], and can I get you to verify your email for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright thank you so much. So we recently launched a new online portal account on Monday, um, so we have asked all users, yeah, you'll need to, when you go to [PII], um, instead of uh.
[CUSTOMER][NEUTRAL] Oh, that's
[AGENT][NEUTRAL] Uh, forgot password, you'll want to create an OSC account.
[AGENT][NEUTRAL] So you'll create a new one.
[CUSTOMER][NEUTRAL] Oh, I saw that. I saw that and I was like, what is this all about?
[AGENT][NEUTRAL] Yeah, so we, we, we updated it there's new security measures and um it's a little bit more user friendly. You'll use the same credentials that you use to log in um and then you only have to do that one time, um, and then you'll be able everything should have transferred over just fine though all of the invoices and everything uh they transfer over you just need to create a new account.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how should I be listed out as the insured?
[CUSTOMER][NEUTRAL] Or as an agent.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Whenever you go in and create a new account, you'll be group, yes ma'am.
[CUSTOMER][NEUTRAL] Or group, group.
[CUSTOMER][POSITIVE] A big group, yeah, I see that now. OK, I'll do that and I'll follow from there. I got you now. Thank you so much for your help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] And you too. Bye-bye.
[AGENT][NEUTRAL] Bye.