AccountId: 011433970860
ContactId: 80a57e58-353f-4d84-8c0b-9d9d132a2922
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390140 ms
Total Talk Time (AGENT): 117272 ms
Total Talk Time (CUSTOMER): 167184 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/80a57e58-353f-4d84-8c0b-9d9d132a2922_20250623T18:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to log in because I created an account, but the log in, um, button, it's just circling and circling.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] When it, when is the last time that you logged in?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, last month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When I pay, yeah, because this is new to me. I was like what is this? So I called our broker and she told me that we had to create an account, so here I am and we created, I created the account but it's not letting me log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what is the, you're trying to pay for a group, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Uh, hold on one second, I'm sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 26485.
[AGENT][NEUTRAL] And then if you could verify the group name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. And then what was your first name again?
[CUSTOMER][NEUTRAL] [PII] yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so in the last like week and a half the online service center has changed and been updated so if you, if you haven't logged in within the last week, then you would need to click on the create OSC account but you already did.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I already did that, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What internet browser are you using? Do you know?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Google
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Should I use a different one?
[AGENT][NEUTRAL] Try just closing out of the browser and reopen it because I haven't heard of any like reports of the site being down. So if you've already created a log in with the email.
[AGENT][NEGATIVE] It shouldn't, yeah, it shouldn't be giving you um a hard time. So I tried closing the browser and opening a new one.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And let me know if that works. If not, I can report it to IT to see if there's an a site issue.
[CUSTOMER][NEUTRAL] I mean the broker said she herself had an issue with the log in that I kept on circling so.
[CUSTOMER][NEUTRAL] I was just like, OK, um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, sign in.
[CUSTOMER][NEUTRAL] Sender
[CUSTOMER][NEUTRAL] Some verification code.
[CUSTOMER][NEUTRAL] OK, oh gosh.
[AGENT][NEUTRAL] Yeah, you have to do the code every time now.
[CUSTOMER][NEUTRAL] Oh wow, OK.
[CUSTOMER][NEUTRAL] I'm trying to get into the email because I closed everything up one second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Who
[CUSTOMER][NEUTRAL] OK, verify code continue.
[CUSTOMER][NEUTRAL] Welcome. OK, next.
[CUSTOMER][NEUTRAL] I think it just file a claim but no not.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Done.
[CUSTOMER][NEUTRAL] So where do I manage users or where do I put our payment?
[CUSTOMER][NEUTRAL] Information
[AGENT][NEUTRAL] So payments go, let's see, give me just a second, let me pull this up here.
[CUSTOMER][NEUTRAL] Contact with me download ID cards group details.
[CUSTOMER][NEUTRAL] Invoicing let me see it here.
[AGENT][NEUTRAL] Yeah it should be under the invoicing tab under my group.
[CUSTOMER][NEUTRAL] No, it says the bill.
[CUSTOMER][NEUTRAL] But I wanna be able to.
[CUSTOMER][NEGATIVE] Maybe manage users, no.
[CUSTOMER][NEUTRAL] I just need to enter.
[CUSTOMER][NEUTRAL] Our account.
[AGENT][NEUTRAL] So when you're on my group, does the invoice not come up that you're looking for to pay?
[CUSTOMER][NEUTRAL] My group invoicing, yes, it does. It says due to scheduled maintenance, hold on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so then you should be able to.
[AGENT][NEUTRAL] You just can't download the invoice, but you should be able to click on it to submit a payment.
[CUSTOMER][NEUTRAL] Submit invoice.
[CUSTOMER][NEUTRAL] After reviewing, please submit the invoice to complete the process.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's where you're gonna submit payments.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh this is where I have to put.
[CUSTOMER][NEUTRAL] And am I gonna have to do that every time?
[AGENT][NEUTRAL] Click on the invoice to submit it.
[CUSTOMER][NEUTRAL] No, like to enter our our payment information.
[AGENT][NEUTRAL] Um, well, if you have, let's see, there should be a way, yeah, I was like it should be saved if you had it. OK.
[CUSTOMER][NEUTRAL] Oh no it's already here it's already here.
[CUSTOMER][POSITIVE] OK perfect OK OK thank you.
[AGENT][NEUTRAL] Oh, yeah. Anything else?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much, um.
[AGENT][POSITIVE] You're welcome. Have a good day.