AccountId: 011433970860
ContactId: 7cee233c-cefd-4bf1-8991-6acac249d666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 760119 ms
Total Talk Time (AGENT): 153695 ms
Total Talk Time (CUSTOMER): 291569 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/7cee233c-cefd-4bf1-8991-6acac249d666_20250619T21:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there, um, I'm calling from Bear's furniture Company. My group number is 18691.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] We have APL hospital indemnity.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name [PII], [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And um may I have the mailing address and email address on file?
[CUSTOMER][NEUTRAL] Sure it's um [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email address is the letter [PII] [PII].
[AGENT][POSITIVE] OK. Thank you. All right. And how may I help you?
[CUSTOMER][NEGATIVE] I can't get into the website to download my group premium bill. It looks like a different website and my login credentials aren't working. Did they change the website?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yes, um, yes, it's, um, the platform for the OSC for the online service center, and we did send out a notification that all accounts need to be created again. Uh, I can go ahead and assist you to create the account.
[AGENT][NEUTRAL] Um, so if you wanna go to the website, you can go through the a.m.public.
[CUSTOMER][NEUTRAL] I'm having a really, I'm having a.
[CUSTOMER][NEUTRAL] I'm having a very hard time hearing you um do you have a headset on?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] OK, maybe that's it um alright let's try again.
[CUSTOMER][NEUTRAL] I, I'm sorry I didn't notice any notification about a change in the website.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So tell me where to go.
[AGENT][POSITIVE] All right. OK. No problem.
[AGENT][NEUTRAL] OK, you can either go to [PII] or [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I can't hear you. You have to say that again.
[CUSTOMER][NEUTRAL] I'll write it down.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, you can a [PII].
[CUSTOMER][NEUTRAL] [PII]. Alright, let me check that out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm in the page where I could sign in so I'll click on for groups.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, you're gonna click on sign in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, does it need me to create an account?
[AGENT][NEUTRAL] It's gonna take
[AGENT][NEUTRAL] Yes, create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So then uh we are the group.
[AGENT][NEUTRAL] You're click on group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm and we're just gonna need the group number and the email address, just the group number and the email address.
[CUSTOMER][NEUTRAL] The group number OK.
[CUSTOMER][NEUTRAL] I'm sorry, the group number and what else?
[AGENT][NEUTRAL] The email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could I still use the same password I used before?
[AGENT][NEUTRAL] Mm, not sure if he's gonna take it. I will change it a little bit just in case.
[CUSTOMER][NEUTRAL] I'm gonna try it.
[CUSTOMER][NEUTRAL] What is a display name and a given name and a surname?
[AGENT][NEUTRAL] And the display name could be the name of the group.
[CUSTOMER][NEUTRAL] Those are weird questions.
[AGENT][NEUTRAL] Which is the their furniture, um.
[CUSTOMER][NEUTRAL] Displa I'm sorry, I'm having a real I'm having a terrible time hearing you so the display name is what? Bear's furniture company.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And the given name is my name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And my last name.
[CUSTOMER][NEUTRAL] OK it says claim not verified email address.
[AGENT][NEUTRAL] OK, you need to put it in the beginning you need to put the email and then you need to click on send code, send code.
[CUSTOMER][NEUTRAL] Oh wait a minute. I have to wait a minute, I have to.
[CUSTOMER][NEUTRAL] I have to send the verification code, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] You've probably done this a lot. You're prepared for all the questions.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] How did they send out this notification? Was it an email or a letter?
[AGENT][NEUTRAL] Email
[CUSTOMER][NEUTRAL] Oh, OK, I get a ton of emails, so does everybody else.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII] code.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I asked it doesn't want to accept my code so I'm gonna try a new code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then I, after I put in the code, do I do verify code or continue?
[AGENT][NEUTRAL] Yes, verify.
[CUSTOMER][NEUTRAL] Which verify.
[CUSTOMER][NEGATIVE] Yeah it says that code is incorrect.
[CUSTOMER][POSITIVE] It's a real simple code.
[CUSTOMER][POSITIVE] OK, I think I got it I got a new one.
[CUSTOMER][NEUTRAL] It doesn't want it won't verify my email address. How can I verify my email address? It's the only email address I have.
[AGENT][NEUTRAL] Yeah, and, and it is correct because he was able to get to that point. When you're able to get to that point, that means that it is the correct email. So, um, how many times did you click on, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh wait a minute I no I think it's, I think it's going no I had hit continue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna save my password and I'm in.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I go to the dashboard let's see if this works.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, it's gonna ask me for a verification every time I go to get in.
[AGENT][POSITIVE] Yes, it's an extra security that was placed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I'm in here I want to go to my invoices.
[AGENT][NEUTRAL] OK. So, um, once you're in the um dashboard, you're gonna go to my policy, uh, not my policy, you're gonna go to my group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you should see something where it says invoicing.
[CUSTOMER][NEUTRAL] Oh, due to scheduled maintenance, the ability to download your invoice is unavailable at this time.
[AGENT][NEUTRAL] Just discard.
[AGENT][NEUTRAL] This card.
[CUSTOMER][NEUTRAL] Oh, here, do what?
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] Discard that message.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so my last invoice is showing paid. OK, so that must mean the new invoice isn't there yet.
[CUSTOMER][NEUTRAL] I'm paid up to date.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] It says no open invoices so we're paid up to date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, at least I could get in.
[AGENT][POSITIVE] OK, that's good.
[CUSTOMER][POSITIVE] Thank you. I think I'm good, thank you.
[AGENT][POSITIVE] You're welcome. You're welcome. Is there anything else? You have a good.
[CUSTOMER][NEUTRAL] Bye