AccountId: 011433970860
ContactId: 81d1a5ff-251d-4f99-9381-423b9dd8d055
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509429 ms
Total Talk Time (AGENT): 235210 ms
Total Talk Time (CUSTOMER): 241505 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/81d1a5ff-251d-4f99-9381-423b9dd8d055_20250611T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, um, I was, uh, logging in I guess to the old portal to, um, make the payment for our, uh, policies, and, um, I guess have you all switched over to a new portal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so our website did undergo quite a big change um as of last week and so I will say with that change all users are now having to create new accounts so you would go and create another account uh for the OSC it would be all the same information that you entered before uh the biggest difference is going to be you would just sign in with an email instead of a user name.
[CUSTOMER][NEUTRAL] Online.
[CUSTOMER][NEUTRAL] OK, um, now the only issue that may, um, I don't, we have two different, I have two different companies that I take care of. Can they both be put under one log in now, or because I had two separate.
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] No sir unfortunately no at this time um for each group there would have to be separate emails uh for those logins.
[CUSTOMER][NEUTRAL] OK, so when I did that, um, I, I went through in the process, uh, here and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It is telling me when I put in the group number um it is telling me what I'm getting an error no user was found with the information that was entered.
[AGENT][MIXED] Sure, so, and again this is, it's going to sound kind of silly but this is a fix that um someone has figured out um if you only fill out the fields that have an asterisk there, um, that should resolve that issue and leave the other fields blank.
[CUSTOMER][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] You may need to refresh the page before attempting to do that if that still doesn't work we can go ahead and get that pulled up and make sure that the email matches what we have in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, because I think um when I when I got set up prior um I believe the owner um his email was the um main user or a main and but I take care of all of the, I handle all of that stuff month to month so um I just wanted to.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Me
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let me try just.
[AGENT][NEUTRAL] Mhm. Now I will say if that's an uh email address that um you will want to have access to the email because it will send you a verification code.
[CUSTOMER][NEUTRAL] Putting in that information to see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, so what they were what they did before was they added me to the account, so should I not be able to create an account?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You should if you're added yes that's perfectly fine um I just meant it as far as the email address is concerned um if it's one that you you need to have access to it because it will send a verification code to it.
[CUSTOMER][NEUTRAL] At this point
[CUSTOMER][NEUTRAL] OK, got you, um, yeah, because I tried, I typed in the group number and the email on record, um, and I'm still getting the error, yeah.
[AGENT][NEUTRAL] Mhm. It's still saying.
[AGENT][NEUTRAL] That's fine. We can go ahead and get that pulled up and just verify the email address that we've got um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK thank you and then what was that group number please?
[CUSTOMER][NEUTRAL] Uh, the first one is 26755.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's uh early construction.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK. All [PII]. I do have.
[AGENT][NEUTRAL] You as a contact, um, are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for verifying that. OK, so the email address that we've got on file for this group is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that a good email address for you?
[CUSTOMER][NEUTRAL] Yes, I didn't even think about that because where we have two different companies and I signed up where I had to be separate, um, so let me jump over to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Her email make sure I got the.
[CUSTOMER][NEUTRAL] Inbox.
[CUSTOMER][NEUTRAL] Uh, OK, verification, so.
[CUSTOMER][NEUTRAL] Early [PII].
[CUSTOMER][NEUTRAL] OK. So do I need to, when I go here it says verification is necessary, do I need to go ahead and just get the verification code before I finish uh filling out the rest of the name or the information?
[AGENT][NEUTRAL] I would, yes, just to make sure that you did receive it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and can I go ahead and check on um the other group and that way, yeah, it's 266-03.
[AGENT][NEUTRAL] Of course, the other group
[AGENT][NEUTRAL] 26633. OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and this one is [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, now for this one, [PII], I do not have you as our contact.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So for this one.
[CUSTOMER][NEUTRAL] Alright and it.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] That's OK. Um, so I do have, of course I have it as the same address. Uh, the contact we have is [PII]. Is that, is he still, is that still accurate?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, he's he's the owner but he doesn't handle any of it um and I thought they had added me, um, previously, um, to the account so I could would be able to because I pay the bill every month and all that and handle all of that stuff.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's perfectly fine um I will say that it looks like it's his email address that we have on file for this group.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, um, and I guess we'll have to go through this process again. Is there a way for me to be added to.
[CUSTOMER][NEUTRAL] The account so I can do the thing.
[AGENT][NEUTRAL] Absolutely, um, so yes, um, if you would just send an email to us, um, with your information and just let me know when you're ready and I can give you that email address and just stating that you know you need to be added as a contact.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so that email address is [PII]
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, and is there anything specific just like the group number, um, company name?
[AGENT][NEUTRAL] Yes, reference the group number of course yes and who you currently have as the contact and he is the only one we have so just state that you know you need access to it as you know you're the one who's handling things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, and I'll copy him on it that way they can see, you know, that and, and he can respond if need be or something like that. So, OK, all right well I will get that sent over um right now and I guess and uh now how should I go about how long does that typically take? um.
[AGENT][POSITIVE] Right, yes, perfect.
[AGENT][POSITIVE] Sounds good.
[AGENT][NEUTRAL] Um, I would say it shouldn't, I mean they would say probably about 24 hours. Um, I don't think it would take quite that long but you know, worst case scenario it would be tomorrow before you hear something back. I would imagine you'd hear something much sooner though.
[CUSTOMER][POSITIVE] OK. All right, thank you for your help. I'll go ahead and get that email sent.
[AGENT][POSITIVE] You are very welcome. All right, sounds good. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.