AccountId: 011433970860
ContactId: 98a08c40-6031-4ff4-8b3a-9e57ffb3d7a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 695630 ms
Total Talk Time (AGENT): 175618 ms
Total Talk Time (CUSTOMER): 336704 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/98a08c40-6031-4ff4-8b3a-9e57ffb3d7a8_20250613T20:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello [PII], my name is [PII], and I'm calling because for some reason I'm not able to log in to your portal anymore.
[AGENT][NEUTRAL] OK, um, well, I'm definitely sorry for the inconvenience. We did launch a new website. Are you the insured or you're calling with a group of providers office or broker?
[CUSTOMER][NEUTRAL] Um, yes, I'm I'm not a broker, I'm a provider.
[AGENT][NEUTRAL] Provider? OK, um, so you would.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So are you on like the main page where it says welcome?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, so you'll just have to create the OSC profile. So this one asks for an email versus the old version asks for a username and password.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] OK, the problem is that it's asking me for my tax ID first, and when I put it in it's saying that I can't find it.
[AGENT][NEUTRAL] So, have you filed a claim with us within the last 3 weeks?
[CUSTOMER][NEUTRAL] Not within the last 3 weeks, but I'm the provider, so I, I, I need to make a payment and look at all my employees.
[AGENT][NEUTRAL] Oh, you're a group. OK, hold on, so the provider is like a doctor's office or a hospital. OK. OK.
[CUSTOMER][NEUTRAL] Oh, OK, so that's why I need to put a group, OK.
[AGENT][POSITIVE] Yes, ma'am. I'm sorry.
[CUSTOMER][NEUTRAL] You know what, that's what I was wrong. That's OK. So let me fill this out and see if that um.
[CUSTOMER][POSITIVE] If that now helps.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And maybe it will.
[CUSTOMER][NEUTRAL] Complete your account set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think I'm good.
[AGENT][NEUTRAL] And while you're doing that, may I have your group number and a good contact number just so I can note the the group?
[CUSTOMER][NEUTRAL] Sure, uh, the group number is 22719.
[AGENT][NEUTRAL] OK, and what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And let me know if you need any, if it gives you any issues.
[CUSTOMER][NEUTRAL] Um, OK, it's asking me to verify the.
[CUSTOMER][NEUTRAL] Email address.
[CUSTOMER][POSITIVE] So just wait see hopefully I get it.
[CUSTOMER][NEUTRAL] Uh, it might take a minute.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Plain not verified. Why?
[AGENT][NEUTRAL] OK. So when that when that happens, when that happens, that means um the verify button.
[CUSTOMER][NEUTRAL] Email
[AGENT][NEUTRAL] It was too many requests that was sent. Um, how did you press it multiple times? It's OK. We just need to clear your cache.
[CUSTOMER][NEUTRAL] I didn't, but I mean this is the first I, yeah, no, I just, I just clicked it this once.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and are you using Chrome or what type of um browser are you using?
[CUSTOMER][NEUTRAL] From
[AGENT][NEUTRAL] OK. So at the top right, you'll see three dots.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'll go ahead and click the 3 dots and then click on the more tools.
[CUSTOMER][NEUTRAL] Um, hold on one second, OK, more tools, uh, do do do do do do.
[CUSTOMER][NEUTRAL] I can't find more tools. It says clear browsing data, extensions, bookmarks, download, clear browsing data.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Clear clear history from all sync devices.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, it just, uh, it's giving me.
[CUSTOMER][NEUTRAL] Hold on one second, I'm, I'm doing it, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I cleared my, my browsing data.
[AGENT][NEUTRAL] OK, so let's go back to um or let's just go to [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] um what was next?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, so in [PII].
[CUSTOMER][NEUTRAL] You said [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Sorry about that.
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] OK, I'm there.
[AGENT][NEUTRAL] And then to the top right, you'll see the sign in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um go ahead and click your um create OSC profile.
[CUSTOMER][NEUTRAL] I just said that.
[CUSTOMER][NEUTRAL] OK, and then group.
[CUSTOMER][NEUTRAL] 2771933487.
[CUSTOMER][NEUTRAL] Uh, 567 5619999065 oka email on record [PII].
[CUSTOMER][NEUTRAL] [PII] next continue.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Send verification.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah, I don't know. She's crazy.
[CUSTOMER][NEUTRAL] She was cool. OK, sorry, I'm waiting for the verification code. It just hasn't come in. Oh, there it goes. All right, let's see if this time it works.
[AGENT][POSITIVE] No, you're fine. Take your time.
[CUSTOMER][NEUTRAL] Copy.
[CUSTOMER][POSITIVE] And pay and verify. Oh yay.
[CUSTOMER][POSITIVE] All right, that worked.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] So and then.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] continue. Oh, the password entry fields do not match. OK.
[CUSTOMER][NEGATIVE] Oh jeez.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][POSITIVE] I agree to the terms. I agreed to the privacy policy, stay, continue.
[CUSTOMER][NEUTRAL] And go to dashboard oh log in.
[CUSTOMER][NEUTRAL] Another verification code, OK, send.
[AGENT][NEUTRAL] So each time you log in now, it's gonna um ask for, it's gonna do the, the code verification.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Oh yay, OK.
[CUSTOMER][NEUTRAL] You know what? What keeps us safe, right?
[AGENT][POSITIVE] Right, that's right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] You have to be patient.
[CUSTOMER][NEUTRAL] Come on, come on, come on.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] Am I in?
[CUSTOMER][POSITIVE] I am welcome. Yay.
[AGENT][NEUTRAL] OK, there we go.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] How do I get out of this? OK.
[CUSTOMER][NEUTRAL] My group, can I still pay from here?
[AGENT][NEUTRAL] Mhm. So you go to, um, your invoices.
[CUSTOMER][NEUTRAL] I can, OK.
[CUSTOMER][NEUTRAL] My invoices, OK, so I go to dashboard.
[CUSTOMER][NEUTRAL] Insured no broker start a claim.
[AGENT][NEUTRAL] Hold on, let me um.
[AGENT][NEUTRAL] Hold on one second, I can get you to your.
[AGENT][NEUTRAL] OK, so under my group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Invoicing.
[AGENT][POSITIVE] You see it? OK, good.
[CUSTOMER][NEUTRAL] Yes I do. Oh, what is it saying? Due to schedule maintenance, the ability to download your invoices not available at this time, but I could still pay, right?
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] I know, yeah, let me see if I could still pay.
[CUSTOMER][NEGATIVE] Unable to find invoice you're looking for if this is ever persist. OK, I'm not gonna be able to pay.
[AGENT][NEUTRAL] Um, depending, did you, uh, depending, I don't know what payment method you're using. I can get you the group billing to make the payment. I don't, I wasn't, I'm gonna let them know of this error because they, I haven't heard of this one.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Oh, OK, yeah, it says due to schedule maintenance, the ability to download your invoice is unavailable at this time. Please, for assistance, please email our billing team at [PII].
[CUSTOMER][NEUTRAL] Um, sure. I mean, I'll, I, I, it's just with my, um, my bank account, so I could just probably give them that. Oh wait, actually.
[CUSTOMER][NEUTRAL] After reviewing, please submit the invoice. OK, it's letting me pay.
[CUSTOMER][NEUTRAL] It seems so submit invoice.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] ACH next.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][POSITIVE] It has my information perfect submit.
[CUSTOMER][POSITIVE] Invoice submitted. OK, I'm good.
[AGENT][POSITIVE] Oh, good. That was quick.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] You just have to be persistent.
[AGENT][POSITIVE] That's right.
[CUSTOMER][MIXED] But it was, it was giving me that error message just in case you wanna still bring it to their attention, but it did let me pay so I'm good.
[AGENT][NEUTRAL] All right, well, [PII], was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I appreciate your help. Thank you very much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Same to you. Take care.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.