AccountId: 011433970860
ContactId: 846cb1f4-755a-4b70-a0ac-46aca2953c14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 725719 ms
Total Talk Time (AGENT): 289623 ms
Total Talk Time (CUSTOMER): 222757 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/846cb1f4-755a-4b70-a0ac-46aca2953c14_20250602T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm trying to pay my monthly premium that I do every month. I go online and it appears now that the website looks completely different.
[AGENT][NEUTRAL] Yes ma'am, um.
[CUSTOMER][NEUTRAL] Than what I'm used to seeing, so how what how I.
[AGENT][NEUTRAL] Yes, Ms. [PII].
[AGENT][NEUTRAL] OK, are you paying for the group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I please get your group number, ma'am?
[CUSTOMER][NEUTRAL] Mhm it's 261-887.
[AGENT][NEUTRAL] OK, thank you, let me pull that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you?
[CUSTOMER][NEGATIVE] And when I put in my my email address it just tells me no I don't recognize it um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, and I'll be able to help you with the online service center we did open a brand new one this morning, um, uh.
[CUSTOMER][NEUTRAL] Um.
[AGENT][POSITIVE] Yes, it's pretty awesome. I think you're gonna like it once you get in um can you please verify your email address for me please, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][POSITIVE] Thank you, ma'am, and then also your phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then one last verification, can you give me your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you I appreciate that.
[AGENT][NEUTRAL] And let's go ahead and look um when you get into the new online service center as you can tell it's completely different now going to um you're going to uh sign up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Create your OSC account underneath the log in you'll see on the left in blue create your OSC account.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You'll need to go in there, you're gonna be using your group number now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Instead of having a.
[AGENT][NEUTRAL] User ID number it's gonna be your group number.
[CUSTOMER][NEUTRAL] OK, so where it says which role best describes you, I'm gonna click group.
[AGENT][NEUTRAL] Yes, you're a group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group number OK 26187.
[CUSTOMER][NEUTRAL] Zip code [PII] phone number [PII].
[CUSTOMER][NEUTRAL] City Day email on record. Well, do you have [PII] or is it [PII]?
[AGENT][NEUTRAL] We've got the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like we've got so many email addresses and passwords I'm like oh my [PII] pretty soon I'm gonna need a spreadsheet.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh my goodness, yes, and then just to let you know um if you ever allow any users.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You'll have to add them in, but you're the contact for the group, so your information will go in first and then all the users will need to be added in after you set up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it says no user was found with the information that was entered please try again, hm.
[CUSTOMER][NEUTRAL] Group number zip code, phone number [PII] city is [PII].
[AGENT][NEUTRAL] Were you, did you go into it from.
[AGENT][NEGATIVE] When you had tried to be previous to calling me like do you I think what you'll need to do is get completely out of it and then search it again.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] In your um search bar, yes ma'am, so we can just start all over again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it, let me.
[CUSTOMER][NEUTRAL] Alright then let me do that.
[CUSTOMER][NEUTRAL] Alright let me go back to this.
[CUSTOMER][NEUTRAL] OK, try this again.
[CUSTOMER][NEUTRAL] Oh wait, I gotta go create. I always go to log in it's like no.
[CUSTOMER][NEUTRAL] OK, so let's try this [PII] zip code phone number.
[CUSTOMER][NEUTRAL] City davy email [PII].
[CUSTOMER][NEUTRAL] [PII] select the state [PII].
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEGATIVE] Nope, still getting the error.
[AGENT][NEUTRAL] Oh my, OK, um, let me look at my, I got a little cheat sheet here that I can email to you if you would like for me to do that.
[AGENT][NEUTRAL] For using the new online service center for a group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You clicked on the create new OSC.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Create your OSC account.
[AGENT][NEUTRAL] Yes ma'am, um.
[AGENT][NEUTRAL] Try to
[AGENT][NEUTRAL] When you come into it and it says navigate the dashboard, try to click on dashboard rather than my group and see if it'll let you do it from there.
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] Try this again.
[CUSTOMER][NEUTRAL] Let me just refresh my screen refresh. OK, now.
[CUSTOMER][NEUTRAL] Go to my hyperlink, yeah.
[CUSTOMER][NEUTRAL] OK, so when I click on this it opens up to just welcome to the online service center and it has the blue bar in the center that says log in and then there's one underneath it like a hyperlink that says create your OSC account or forgot password.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You're gonna create your OSC account.
[CUSTOMER][NEUTRAL] Yeah that's what I was clicking on before.
[CUSTOMER][NEUTRAL] All right, now which role best describes you agency, agent or broker group, insured, or provider?
[AGENT][NEUTRAL] OK, you are group.
[AGENT][NEUTRAL] With Gundye Bonner Insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so now please provide the following information group number.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII] zip code [PII].
[CUSTOMER][NEUTRAL] 4 [PII]. City is [PII]. Email is [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And state is [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Next error.
[CUSTOMER][NEGATIVE] No user was found with the information that was entered.
[AGENT][NEUTRAL] Ah.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Uh, otherwise call customer service. I'm like, OK.
[AGENT][NEUTRAL] And you're putting in 261-87 as your group number?
[CUSTOMER][NEUTRAL] Yes, do I need any? I I I'm not putting any letters in front of it because I don't have any on any of my paperwork.
[AGENT][NEUTRAL] No, ma'am, you wouldn't need to, um.
[CUSTOMER][NEUTRAL] 26187 hm strange.
[AGENT][NEUTRAL] Let me make sure we've got your email address in our system correct because that will throw us off, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Phone number [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, address is [PII].
[CUSTOMER][POSITIVE] Correct, yep, that's everything I put in here.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's everything that you should need to be able to put in um.
[AGENT][POSITIVE] And your renewal is complete, you're not on renewal notice, everything looks good.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] You would definitely choose the group because you are the group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I should have put you in there already. Let me, um, do you mind if I put you on hold real quick and try to get some help real quick see if somebody can help us look at it, see if maybe we're missing something? I don't believe we are because I'm looking at the cheat sheet, but I still wanna try.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, Ms. [PII], can I go ahead and get your name or your number and call you back? I'm gonna um search into this deeper and give you a call back so you don't have to wait on the phone the whole time I'm trying to research.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we've said that 3 times, but I still had to ask. I'm sorry.
[AGENT][POSITIVE] OK alright I'm gonna go ahead and do some research. I'll give you a call back so that we can get you fixed up OK?
[CUSTOMER][POSITIVE] It's all right.
[CUSTOMER][NEUTRAL] Will it be today?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect alright I'll look forward to hearing from you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, all right, Ms. [PII]. Thank you for your patience.
[CUSTOMER][POSITIVE] Sure thing thank you [PII].
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.