AccountId: 011433970860
ContactId: 7e59025e-d051-4b38-81c3-b11d62e2d67d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 831000 ms
Total Talk Time (AGENT): 202035 ms
Total Talk Time (CUSTOMER): 274303 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/7e59025e-d051-4b38-81c3-b11d62e2d67d_20250616T19:38_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 [PII], how are you today?
[AGENT][POSITIVE] I'm doing fine, thank you. How are you?
[CUSTOMER][NEGATIVE] Good, um, I'm trying to log on to pay the premium, um, and I clicked on forgot my password to try to reinstate my password and it sent me a verification code when I enter in the verification code it I go to press continue and it tells me that my account's not found.
[AGENT][NEUTRAL] I can help you with that and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, [PII], um, what is that group number?
[CUSTOMER][NEUTRAL] Mm, give me a second, let me look at my invoice 26932.
[AGENT][NEUTRAL] 26932. And [PII], what is a good callback number just in case?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you so much for verifying that. So you're calling because you can't get on to the online service center, is that correct?
[CUSTOMER][NEUTRAL] Yeah, which is just weird because I, that's where I always pay the bill, so I don't know what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, just a moment.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] OK, I'm back.
[AGENT][POSITIVE] OK, thank you so much. Let's see.
[AGENT][NEUTRAL] All right, [PII], can you ver and this is Sports Medicine Association of South Florida, is that correct? OK, thank you so much. And can you verify the address that we have on file, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the email we have on file please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the phone number that we have on file?
[CUSTOMER][NEUTRAL] Um, you might have [PII].
[CUSTOMER][NEUTRAL] Or um [PII]?
[AGENT][NEUTRAL] I've got the [PII].
[CUSTOMER][NEUTRAL] Uh, 0, no, [PII].
[AGENT][NEUTRAL] OK, I don't have that one.
[CUSTOMER][NEUTRAL] Do you have another one?
[AGENT][NEUTRAL] I have a different one.
[CUSTOMER][NEUTRAL] Oh, it, it's just we have many offices. Let me see, give me, let me a second. I see if I have like there that's fine. Oh, OK.
[AGENT][NEUTRAL] And that's fine, that's fine.
[AGENT][NEUTRAL] Yeah, that's gonna be fine. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what you will need to do is you're gonna have to create a new account.
[CUSTOMER][NEUTRAL] Mm that's I it doesn't show it on there that I have an account.
[AGENT][NEUTRAL] Um, it's a new format.
[CUSTOMER][NEUTRAL] Oh, OK, so.
[CUSTOMER][NEUTRAL] Alright, um, let's see, do I go new group?
[AGENT][NEUTRAL] You're gonna go to the same place.
[AGENT][NEUTRAL] Yes, ma'am. Group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're gonna go create an account and then you're gonna pick great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And only fill out the asterisks, the one that is required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I see that.
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEGATIVE] It is telling me no user was found.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] OK. Um, refresh your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And just go to the [PII].
[CUSTOMER][NEUTRAL] Yes, that's where I'm at, group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That again.
[CUSTOMER][NEUTRAL] OK, now it's set up.
[CUSTOMER][NEUTRAL] I don't know why that was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the display name?
[AGENT][NEUTRAL] Uh, your username, you can just.
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] A username would be fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or the group not and name.
[AGENT][NEUTRAL] Either way.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's telling me claim.
[AGENT][NEUTRAL] Because when you log in you're, I'm sorry.
[CUSTOMER][NEUTRAL] No, that's OK it's telling me claim not verified email address.
[AGENT][NEUTRAL] OK. You're going to
[CUSTOMER][NEUTRAL] Verification
[AGENT][NEUTRAL] Let's see. So you picked group.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So once you hit group, it should.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Yeah, so I entered in my email address and the group number then it took me to another screen that says verification is necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then ask me to put my email.
[CUSTOMER][NEUTRAL] Um, I guess before entering.
[AGENT][NEUTRAL] No, one, the verification, it should send you a, a verification code.
[AGENT][NEUTRAL] To your email.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK, so I did that I put in the code and then it says email address verified you can now continue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and then now asking for a new password.
[CUSTOMER][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][POSITIVE] I agree
[CUSTOMER][NEUTRAL] OK, so let's try to log in now.
[CUSTOMER][NEUTRAL] Is it gonna ask me for a verification code every time that I log in?
[AGENT][NEGATIVE] It shouldn't.
[CUSTOMER][NEUTRAL] Mm, OK, um.
[AGENT][NEGATIVE] It shouldn't.
[CUSTOMER][NEUTRAL] Because it it asked me for it, so um waiting to see if something comes through.
[AGENT][NEUTRAL] Now with the initial set up now and your first time logging in it may.
[AGENT][NEGATIVE] But I don't think it should every time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nothing's gonna
[AGENT][NEUTRAL] I will find that out so I can answer that question from now on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I haven't had that ask.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I sent i[PII] um.
[CUSTOMER][NEGATIVE] To my email but it is not coming through.
[CUSTOMER][NEUTRAL] Like the other two did.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Refresh
[CUSTOMER][NEUTRAL] That's not in my junk email. Oh, there we go. Just took longer than expected, OK.
[CUSTOMER][NEUTRAL] Alright, verify code.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Oh my goodness, no, so when I went to log on, it asked me to pull my email address to do the verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it brought me right back to the online service center where I needed to log in again.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Let me try to go on Chrome.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I do show that it is active, so you should just be able to log on.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's asking me for a verification code again um I went under Chrome this time to see if that was the issue.
[CUSTOMER][NEUTRAL] Um, but let's see, I'm getting another verification code.
[CUSTOMER][NEUTRAL] OK, well that was very complicated. It finally let me in. um, it just asked for a code again. I just wanna make sure that I could pay the bill online here.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, you can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I can help you with that as well.
[CUSTOMER][NEUTRAL] OK, yes, can you tell me because I don't see it on the web portal.
[AGENT][NEUTRAL] OK, you say you're open invoices correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, so when I sign on it says dashboard my group resource center manage users.
[AGENT][NEUTRAL] My group, my group.
[CUSTOMER][NEGATIVE] OK, when I click on that, oh it's just taking a long time to download.
[CUSTOMER][NEUTRAL] Invoicing
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it looks like I made the payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you could
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I do not show us invoicing.
[AGENT][NEUTRAL] You should have it should say open invoice.
[CUSTOMER][NEUTRAL] Oh, I went through the process and I submitted the invoice so it looks like it went through.
[AGENT][POSITIVE] OK, I do see it. Yes, ma'am. I'm sorry.
[CUSTOMER][NEUTRAL] Oh OK I just wanted to, uh, no, no, that's OK. All right, so it looks like I guess, um, for me going through Chrome is the best way because it didn't work with the other one with the Internet Explorer.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][POSITIVE] Alrighty I appreciate your help thank you so much.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's all have a great day.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] What's the situation, huh? What are you barking at?
[CUSTOMER][NEUTRAL] Mhm