AccountId: 011433970860
ContactId: 8fc7bfd1-85a5-420e-8148-e35baaa5a9d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500390 ms
Total Talk Time (AGENT): 137281 ms
Total Talk Time (CUSTOMER): 200198 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/8fc7bfd1-85a5-420e-8148-e35baaa5a9d4_20250617T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to log in to make the payment.
[CUSTOMER][NEUTRAL] But for some reason it's not um.
[CUSTOMER][NEUTRAL] It's kind of changed because one like a week or so ago, I went in.
[CUSTOMER][NEUTRAL] To, uh, file some personal, um, claims, but
[CUSTOMER][NEUTRAL] I wanna log in to make the payment and the website's kinda.
[CUSTOMER][NEUTRAL] Not letting me in.
[AGENT][POSITIVE] OK, yeah, we did uh launch a new website, um, so I'll be happy to help you with that. First, can I get your name please?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, you want the group number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 17839.
[AGENT][NEUTRAL] All right, for Southeast mechanical Service.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and is [PII] good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, all right, and could you please just verify the um address that we should have on file for the group?
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[AGENT][NEUTRAL] All right, thank you. Uh, so can you, uh, are you logged into the online, or sorry, not logged in, but are you on the website right now for the online service center?
[CUSTOMER][NEUTRAL] Yeah, it's the um.
[CUSTOMER][NEGATIVE] Yeah, it's online service center but my old login doesn't work.
[AGENT][NEUTRAL] Yeah, because we launched a new website, so now you have to um register with your email address um that we have on file so if you uh click where it says create a new account.
[AGENT][NEUTRAL] And we'll go through those steps.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, you guys should send an email or something notifying me of that.
[AGENT][NEUTRAL] Um, they did send out emails like over the course of several months, but they may have gotten overlooked.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, um, alright, um, sign up as a group.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Next.
[CUSTOMER][NEUTRAL] Uh, group number [PII].
[CUSTOMER][NEUTRAL] Zip code.
[CUSTOMER][NEUTRAL] Now the city is [PII] is really not [PII], used to be [PII], but.
[AGENT][NEUTRAL] OK, I may have to go by what.
[CUSTOMER][NEUTRAL] Is that gonna make a difference?
[AGENT][NEUTRAL] Oh yeah, it has to go by what we have in the system, which is [PII], so it's about [PII].
[CUSTOMER][NEUTRAL] OK, all right, I, I'll just put [PII].
[CUSTOMER][NEUTRAL] OK, [PII], my email.
[CUSTOMER][NEUTRAL] Uh, phone number, OK.
[AGENT][NEUTRAL] And uh can you just verify the phone number that you're entering?
[CUSTOMER][NEUTRAL] Yeah, I'm gonna put the the office number [PII].
[AGENT][NEUTRAL] OK, I just wanted to make sure that it matched.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, next.
[AGENT][NEUTRAL] And it should send you a verification code to your email.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, I gotta put my OK, send verification code.
[CUSTOMER][NEUTRAL] I was wondering what is going on.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] There's a code.
[AGENT][POSITIVE] And it looks like it still has your groups bank and uh banking and information saved, so you won't have to enter that again.
[CUSTOMER][NEUTRAL] OK, new password so I gotta, I gotta put a new password.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'll just put.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, let me try this one, see if it takes it.
[CUSTOMER][NEUTRAL] Uh, display name, what does that mean?
[AGENT][NEUTRAL] Um, your group name.
[CUSTOMER][NEUTRAL] Oh, it's just the name of the company I guess.
[AGENT][POSITIVE] Yeah, it can be just be whatever um you want it to be like it doesn't have to be your full group name just whatever you want.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And once you get logged in, um, if you have any like, um, accounting clerks or um assistants or anything like that that you need to create an account for, um, you can do that um but they just would need to use a separate email.
[CUSTOMER][NEUTRAL] OK, send trying to log in now.
[CUSTOMER][NEUTRAL] Come on, send the code.
[CUSTOMER][NEUTRAL] I'm trying to sign in and oh.
[CUSTOMER][NEUTRAL] OK, there it is.
[CUSTOMER][NEUTRAL] Verification code.
[CUSTOMER][NEUTRAL] All right, so it looks like I'm in.
[AGENT][NEUTRAL] Alright, and to see your invoices, um, you should see a button that says invoicing um I think you have to click on group or my group and then you'll see invoicing and you'll click on that to view your invoices.
[CUSTOMER][NEUTRAL] Um, OK, hold, hold on, um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Under my group.
[AGENT][NEUTRAL] Yes, it should be in blue.
[AGENT][NEUTRAL] Like a bluish green color.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] Invoicing, there it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, yeah, because I needed to make the uh June payment.
[AGENT][POSITIVE] Yeah, so you'll, you see, all right, no problem, you're able to see everything that you need?
[CUSTOMER][POSITIVE] OK, very good. Thank you.
[CUSTOMER][NEUTRAL] OK, 001 quick question, um, because I need to file some claims.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I filed some claims but you guys didn't or I don't know, rejected but didn't accept it because.
[CUSTOMER][NEUTRAL] It needed, you need because I sent you my insurance company's codes and all that you need the hospital's codes and all that, right?
[AGENT][NEUTRAL] Um, I'm not sure. I'd have to get you to the claims department for that, um, which I can grab someone from claims really quick and just let, I'll let them know that you're already OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, it's all right.
[CUSTOMER][POSITIVE] Yeah, I'll call I'll call them back. All right, thank you.
[AGENT][POSITIVE] OK, all right, thank you. Have a great day.
[CUSTOMER][NEUTRAL] All right, bye.