AccountId: 011433970860
ContactId: 8717f741-884f-4ba8-94af-c5a0463a3d0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 745549 ms
Total Talk Time (AGENT): 234837 ms
Total Talk Time (CUSTOMER): 238450 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/8717f741-884f-4ba8-94af-c5a0463a3d0d_20250603T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling as an admin on our account and for some reason as I'm trying to log in now it's.
[CUSTOMER][NEUTRAL] It's not finding me. I've been logging in for quite a while and um.
[CUSTOMER][NEGATIVE] This month when I've got to log in it's it's asking for our email instead of the user name.
[AGENT][NEUTRAL] Yeah, so we had a recent update to our site and so with the new login portal, you have the email on file is going to be the username going forward so everybody has to create a new login for the site so you'll have to click on uh create new I think it says OSC account.
[AGENT][NEUTRAL] Or create your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah I see that. OK, so I'm gonna do that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm gonna take it as insured or is that the right way to do it as an admin?
[AGENT][NEUTRAL] Um, you're wanting it for not a specific insured. You want it for the group itself, correct?
[CUSTOMER][NEUTRAL] OK, so yeah, so I'm gonna hit group.
[AGENT][NEUTRAL] Group, yeah.
[CUSTOMER][NEUTRAL] I'm gonna have to enter this information if I can find it. I don't know.
[CUSTOMER][NEUTRAL] Before I let you go, let me just make sure I can find this information otherwise.
[AGENT][POSITIVE] Yeah, no worries.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEGATIVE] I feel like I have to have a bill somewhere on here.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, let's see, I've got the group number.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, we just can offer for now.
[CUSTOMER][NEUTRAL] Email let's do accounting and.
[CUSTOMER][NEUTRAL] Um, actually for the email.
[CUSTOMER][NEUTRAL] Do I need to do one email? is that where all of the communication will go, or is that just specific to the this one particular log in?
[AGENT][NEUTRAL] So initially when you set this up whatever the email is for the contact on file which I can double check if you need me to um the group needs to be registered under that email and then if you want if like let's say it's your email you always pay the bill, you can then add additional users with additional emails once you get in.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so yeah if you could check and see what it is for what's on file that would be helpful. I'm not sure what it is anymore.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Yeah, what is the group number that you have?
[CUSTOMER][NEUTRAL] The group
[CUSTOMER][NEUTRAL] Yeah, it's 23021.
[AGENT][NEUTRAL] And then just to verify what is the name on the group?
[CUSTOMER][NEUTRAL] Colstar Enterprise.
[AGENT][NEUTRAL] OK, so the email on here is [PII].
[CUSTOMER][NEUTRAL] OK, so it's just [PII], not her last name. Let me fix that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. So I'm going to
[CUSTOMER][NEGATIVE] Click next it says an error. No user found this information. Please try again.
[CUSTOMER][NEUTRAL] OK. The group number is definitely 23021.
[CUSTOMER][NEUTRAL] Let me try a different zip code here. That might be the problem as I'm looking at this bill 27344.
[AGENT][NEUTRAL] Yeah. So the zip code, the zip code we have is [PII] and city we have is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It didn't, it's not requiring the city or phone number, it's just requiring the state.
[CUSTOMER][NEUTRAL] Let's see if this works.
[CUSTOMER][NEUTRAL] No, still saying no. Does it need a phone number? I mean, it's not marked as a required field, but does it require it actually?
[AGENT][NEUTRAL] Yeah, so the phone number on here is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEGATIVE] Yeah, it says error.
[CUSTOMER][NEUTRAL] So I've got entered in here group number of the 23021 zip code of [PII] phone number of [PII] city [PII]. [PII] and state of [PII].
[CUSTOMER][NEGATIVE] And when I click next, I get error no user was found with this information that was entered. Please try again.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] If persists, please call customer service option 4.
[AGENT][NEUTRAL] Let me try it on my side and see what it does here.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me see if because it's giving me the same thing. Let me see if I have any sort of troubleshooting for this. If not, we may have to have somebody call you guys back if there's something they, um, the new site just launched yesterday and so they were having some problems with some people getting signed up, but they should be resolved and if not then.
[AGENT][NEUTRAL] I can take your number and then we can have somebody contact you and figure out exactly what's going on here, but.
[AGENT][NEUTRAL] Yeah, I mean, I don't see because everything is matching as far as the information why it wouldn't why I would say you're not found um do you have a good contact phone number if we can call you back on this?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what's your first name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Um, I will put it, go ahead.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Uh, I was just gonna say uh well you can finish, but what I was gonna say is I'm actually trying to log in to make a payment.
[CUSTOMER][NEUTRAL] So do I need to wait until this gets resolved to make a payment, or is there a way to make a payment by phone? What's the right way to go about this in this moment?
[AGENT][NEUTRAL] Yeah, so it's up to you um I can reach out to support and they can definitely call you back and you can wait for them um you guys can always speak to somebody in billing to make a payment if you wanna just go ahead and make it over the phone right now. I can send you over to somebody in billing totally up to you, [PII].
[CUSTOMER][NEUTRAL] You know what, let's, let's do both. Let's, let it be investigated, but let me get the payment off my plate there for this week since I won't be in later this week it processed.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yeah, not a problem.
[CUSTOMER][NEGATIVE] Just that it takes a couple of days to resolve and then I, uh, it'll get lost in.
[AGENT][NEUTRAL] Right, OK, not a problem. And just to confirm we're paying the May invoice.
[CUSTOMER][NEUTRAL] Uh, so let's do both.
[CUSTOMER][NEUTRAL] Um, I, is it the May or the June? I'm always, I can't remember if you guys bill it in the month ahead or the previous month. It's like every other company does it different.
[AGENT][NEUTRAL] It's OK. I just showed the invoice number ends in 8033. That's the only one I show outstanding.
[CUSTOMER][NEUTRAL] That must be it. I can't tell because I can't log in to see it, so.
[AGENT][NEUTRAL] OK. All right. um, alright, let me get somebody on the line to uh take the payment from you. Just give me one moment.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] I'm good sir how are you?
[AGENT][NEUTRAL] I'm good thank you for asking um I just have somebody with a group on the line that needs to make a payment on an invoice.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Sure, what's the group number sir?
[AGENT][NEUTRAL] Uh, group number is gonna be 23021.
[AGENT][NEUTRAL] And that's Pole Star Enterprises.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. I got it. And who am I speaking with?
[AGENT][NEUTRAL] We're talking to [PII] and then I have the invoice number if you need that also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, you can give that to me. What is that invoice number?
[AGENT][NEUTRAL] Um, invoice is gonna be 6388033.
[CUSTOMER][POSITIVE] OK, thank you so much sir. I'll be happy to help her.
[AGENT][NEUTRAL] All right, let me just transfer over one moment.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][POSITIVE] Thank you for waiting, [PII]. I have billing on the other line. I'm gonna go ahead and transfer you over, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Hi, this is [PII] in the great billing department. How are you doing today?