AccountId: 011433970860
ContactId: 82f07f3f-550e-406e-9223-037f16b1f271
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439829 ms
Total Talk Time (AGENT): 200682 ms
Total Talk Time (CUSTOMER): 203866 ms
Interruptions: 6
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/82f07f3f-550e-406e-9223-037f16b1f271_20250604T13:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, my name is [PII]. My, um, organization has several of their insurance policies with APL. Um, I just got a new laptop yesterday and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'm trying to log into APL to pay the bill. um, I'm doing a password reset and it's not recognizing my email.
[CUSTOMER][NEUTRAL] Address and
[CUSTOMER][NEGATIVE] I can't get in. I didn't know which of the prompts to press. None of them really seem to address what I need so I don't know if you're the right person or not.
[AGENT][NEUTRAL] OK, [PII], so
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK [PII], so you're the group administrator and you're trying to create the pro OK, sign into the OSC.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm trying to sign in to pay our monthly bill and it's not recognizing you.
[AGENT][NEUTRAL] OK, [PII], so I can.
[AGENT][POSITIVE] Yes ma'am. I can try and help you with this. First off, what is a good callback number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the group number?
[CUSTOMER][POSITIVE] Um, that's a great question. Um, since I can't get in.
[CUSTOMER][NEUTRAL] Uh, let's see, let me, I'm going to try to dig that up somewhere else.
[AGENT][NEUTRAL] What is the, I can try and search by the name. What is the name of the group?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure, it's family advocacy and community training. I'm gonna search to um it's kind of a whole new world when you get a new computer, everything it's not.
[AGENT][NEUTRAL] I understand that. OK. All right, I believe I've located it. OK, so I have, I have located it. So what I'm gonna need to do first is to verify the information on file for the group, for security. So [PII], if you could first please verify the address for the group.
[CUSTOMER][NEUTRAL] Where you're used to it being at all.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then also the um your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the primary phone number that we have for the group?
[CUSTOMER][NEUTRAL] Uh, it's probably [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so [PII], yes, there was an update to the portal. So what you will need to do is to set up a new profile.
[AGENT][NEUTRAL] So when you're when you're on the login page for the online service center you should see where it says create.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, a new OSC account, so you're just gonna walk through those steps. Mhm.
[CUSTOMER][NEUTRAL] Oh, I see, yeah.
[AGENT][NEUTRAL] And then once you select that, you're a group.
[CUSTOMER][NEUTRAL] And would I say which role describes you or are we a group? OK.
[AGENT][NEUTRAL] Group, uh-huh and then click next. Now the group number for you all is 20939.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just for now try entering the, just the fields with the red asterisks. So that's gonna be the group number, then your email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And we're kind of working through some things. So that's why I want you to try just those.
[AGENT][NEUTRAL] For the moment.
[AGENT][NEUTRAL] And then click
[CUSTOMER][NEUTRAL] Alright, verification is necessary, please.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, new password, OK.
[CUSTOMER][NEUTRAL] Display name.
[CUSTOMER][NEUTRAL] Explaining is that.
[AGENT][NEUTRAL] I'm sorry. Say that again. I'm sorry, [PII]. Say that again, please.
[CUSTOMER][NEUTRAL] It says display name given name surname is display name mean my name?
[AGENT][NEUTRAL] You can just, it can be your name if you want to put the group name. Yeah, but, and you don't have to worry about those other two fields.
[CUSTOMER][NEUTRAL] I'll just put back, OK, um, claim not verified.
[AGENT][NEUTRAL] Yeah, just whatever you want to name it.
[CUSTOMER][NEUTRAL] So this is saying oh verification is necessary, please click send it's gonna send me a verification.
[AGENT][NEUTRAL] Mhm. Correct, uh-huh, to your email.
[CUSTOMER][NEUTRAL] Ok, I got the email.
[CUSTOMER][NEUTRAL] OK, I've got a number here [PII].
[AGENT][NEUTRAL] And you'll end up, I believe, having to enter that, it's gonna ask you for once it's gone through, I think you're gonna have to do another verification code, almost like a two-factor authentication.
[CUSTOMER][NEUTRAL] It says your account has been successfully created. Go to dashboard. Now it's asking you to log in, so I guess I'm gonna try to log in and verification is necessary, so we're gonna send another verification.
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Um, OK, sorry, I've got so many verification codes now since I did this several times before I called you, so I just wanna make sure I got the right, the last one that came in 28 to verify user email address was verified. OK, that's good news and I'm at a dashboard. That's good. OK, now it all looks.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely. Yeah, sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Different.
[AGENT][NEUTRAL] Yes, ma'am. It does.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, my group.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] That's a dog that is not me making those disgusting sounds just so you know.
[AGENT][POSITIVE] Uh, that's all right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Invoicing, that's what I want, please review and submit OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, OK, I guess I'm in now it's just a matter of my old brain getting used to how this looks now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, it does look different, but we are, we have been told that it should be, you know, a lot, uh, this one should be a lot better once, now that you've got your profile set up. But if you have any other issues, [PII], just give us a call back and we'll be happy to, to assist you. And if there's any kind of, you know, errors that IT may need to address, you know, we have, we're working on that as well, but
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] At least your profile is set up, so.
[CUSTOMER][POSITIVE] All right. Fabulous. Thank you so much.
[AGENT][POSITIVE] All right. Well, is there anything else? Oh, you're certainly welcome. Is there anything else that I can help you with at the moment?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] OK, well, you're welcome, [PII], and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Uh, thank you. Bye bye.