AccountId: 011433970860
ContactId: 9d41c0b7-4370-4a10-826d-e48acd3172ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442019 ms
Total Talk Time (AGENT): 144645 ms
Total Talk Time (CUSTOMER): 199870 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/9d41c0b7-4370-4a10-826d-e48acd3172ba_20250613T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, excuse me.
[CUSTOMER][NEGATIVE] Um, I'm trying to pay my June bill. Um, this is Doctor [PII]. I'm trying to pay my June bill and when I go into my online account page, uh, it looks different, and the login information is not working.
[CUSTOMER][NEUTRAL] Did you guys change anything because it's now asking for my email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so as of Monday.
[CUSTOMER][NEUTRAL] And I used to do that with a um you know I just um.
[CUSTOMER][NEUTRAL] Another uh type of a user name, yeah.
[AGENT][POSITIVE] Yeah, as of Monday of last week we got a new platform, so we're asking everyone um who had an account previously you will need to set up a new account so you'll go to create your OSC um if you had a past account it will transfer everything over so you don't have to worry about um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] About any of that, um, but you do have to create a new account.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] All right so.
[CUSTOMER][NEUTRAL] So when I click on the uh create a new USC account it's asking the agency agent broker group provider am I doing the provider?
[CUSTOMER][NEUTRAL] What am I doing in the group because I have a group insurance.
[AGENT][NEUTRAL] Um, for this you'll to be doing the group so that you're wanting to pay the invoice for your group, correct?
[CUSTOMER][NEUTRAL] Right, exactly, but when I did that.
[AGENT][NEUTRAL] Yeah, so you'll, mhm.
[CUSTOMER][NEUTRAL] So I'll do the next one I put in my group number which I have here it's uh 26,590.
[CUSTOMER][NEUTRAL] And then you know put the zip code in and all that stuff, um.
[CUSTOMER][NEUTRAL] It's telling me that I don't have
[CUSTOMER][NEUTRAL] It's not recognizing me.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEGATIVE] It's an error no user was found.
[AGENT][NEUTRAL] Go, go back and put in um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go back and put in just what's required, which I believe is just a group number and your email and the uh it should be the email that we have on file.
[CUSTOMER][NEUTRAL] And I take everything else.
[AGENT][NEUTRAL] Yeah, take everything else out. Um, what email do you have on file with us?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I think there's that one here. Let me see the one I just have in the [PII].
[CUSTOMER][NEUTRAL] Can you check that?
[AGENT][NEUTRAL] Uh, yes, [PII].
[CUSTOMER][POSITIVE] [PII], yes, correct.
[AGENT][POSITIVE] Yeah, you'll want to use that one.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I do, I do wanna use that one, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, so now it's, uh, letting me. OK, so now I have to put in a new password, but is that or that I need to do the email address, right? Yes.
[AGENT][NEUTRAL] Yeah, you'll want to verify your email address first and then you can move on um to the password and uh.
[CUSTOMER][NEUTRAL] New new password uh huh.
[AGENT][NEUTRAL] Right, and the, and the first and last name.
[AGENT][NEUTRAL] We'll go ahead and verify the email first.
[CUSTOMER][NEUTRAL] I verify and verification code.
[CUSTOMER][NEUTRAL] Oh, I just send verification code, OK.
[CUSTOMER][NEUTRAL] And then I need to look at my email right? OK, thanks for helping me here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And if you don't see a verification code soon, check your spam. I believe it's going to be from Microsoft for APL.
[CUSTOMER][NEUTRAL] Yes, I have it here so it is um.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But if I could.
[CUSTOMER][NEUTRAL] OK, so the code is verified.
[CUSTOMER][NEUTRAL] And then I put in my email, I mean my password.
[AGENT][NEUTRAL] Yeah, put in your password, uh, first and last name.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A display name is just how you want the systems you don't need that it's just how the system will greet you.
[CUSTOMER][NEUTRAL] And display name I don't need that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, so I don't need that.
[CUSTOMER][NEUTRAL] I just put in Dr. [PII]. Does it matter, right?
[AGENT][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] Then it should take you to uh click continue and then you'll click to the uh terms of use and privacy policy. Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Agree.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it has been created. OK, now I log in with my email, right?
[AGENT][NEUTRAL] Right, and it'll do a verification code.
[CUSTOMER][NEUTRAL] It's asking me this verification code again mm.
[AGENT][NEUTRAL] Yeah, it'll do that every time. Uh, that's a new security feature.
[CUSTOMER][NEUTRAL] No, it's boy, OK.
[CUSTOMER][POSITIVE] [PII], OK.
[CUSTOMER][NEUTRAL] Mm, let's see, come on.
[CUSTOMER][NEGATIVE] This time it didn't come.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][POSITIVE] I think I got it. OK, thank you.
[CUSTOMER][NEUTRAL] OK, so and then.
[AGENT][NEUTRAL] OK, and so, uh, for invoices, you'll go to uh my Group.
[AGENT][NEUTRAL] And it will show it'll have 3 tabs uh group details, invoicing, and employees. You'll click invoicing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, so you're thinking.
[CUSTOMER][NEUTRAL] OK, so 3 tabs.
[CUSTOMER][NEUTRAL] Oh, invoicing I see uh huh.
[AGENT][NEUTRAL] And then it should be an open invoices, once you pay it, it'll go into submitted and then um once the payment has cleared it'll go into paid.
[CUSTOMER][NEUTRAL] And it says open.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So you can click on the invoice just like before, right?
[AGENT][NEUTRAL] Right, and you should be able to uh click and pay.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Invoicing.
[CUSTOMER][NEUTRAL] So I I submitted paid.
[CUSTOMER][NEGATIVE] Uh, when I click on the invoice number it's not.
[CUSTOMER][NEUTRAL] Mm, it gives me the error error message. Yeah, where do I submit them.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What's the error message say?
[CUSTOMER][NEUTRAL] So if I hit the invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was thinking.
[CUSTOMER][NEUTRAL] Oh, submitting OK.
[CUSTOMER][NEGATIVE] No, it's not giving me.
[CUSTOMER][NEUTRAL] OK, so select how you the ACH is how I did that right before.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Send a payment
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Submit.
[CUSTOMER][NEUTRAL] OK, so it's um
[CUSTOMER][POSITIVE] OK then I think I got it now.
[AGENT][POSITIVE] OK, great.
[AGENT][POSITIVE] Is there anything else I can help you with? You're welcome.
[CUSTOMER][POSITIVE] All right thank you very much appreciate it. No, that's very good thank you bye bye.
[AGENT][POSITIVE] You're welcome have a great day.
[CUSTOMER][POSITIVE] Thank you you too thank you.
[AGENT][NEUTRAL] Bye.