AccountId: 011433970860
ContactId: a11163cf-4448-4dff-ac2d-9aae2d0bc738
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 764520 ms
Total Talk Time (AGENT): 253317 ms
Total Talk Time (CUSTOMER): 298368 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a11163cf-4448-4dff-ac2d-9aae2d0bc738_20250625T18:50_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, I'm calling from our company trying to make payment on our premium and normally we use the portal and it asked me to create a new account it couldn't use our existing account which I did and then I got as far as the log in and it sent me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The security number, but when I come back to the screen, it just is, uh, sitting on the log in word spinning. I've tried it twice. I've completely closed out and tried it and I did it a second time, so I'm unsure what to do here.
[AGENT][NEUTRAL] Hm, OK. So you're having a problem when it sends the code and then clicking verify after that?
[CUSTOMER][NEGATIVE] No, when I come back to enter the code I can no longer do that.
[CUSTOMER][NEGATIVE] It it loses that screen to put the information in and is just um sitting on the bar that says log in with uh spinning uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, symbol symbol next to log in, the word log in like I've lost the ability to put the security code in that screen is gone until I go to my email to get it and come back.
[AGENT][NEUTRAL] OK, are you using Google Chrome as like your browser?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so close out of everything then and let's just walk through it together and kind of see what happens here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, would you like me to uh reopen uh.
[AGENT][NEUTRAL] Yeah, just open it, yeah, a new browser and then um click the sign in.
[CUSTOMER][NEUTRAL] The access to it? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually I'm gonna type it in and start not use my saved um.
[CUSTOMER][NEUTRAL] Bookmark.
[CUSTOMER][NEUTRAL] And I'll try that. OK, start from the very beginning here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm at.
[CUSTOMER][NEUTRAL] See, OK.
[CUSTOMER][NEUTRAL] Services, is that what I would look under?
[AGENT][NEUTRAL] Um, so you should see on the far right hand side an option to click sign in.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Are you at [PII]?
[CUSTOMER][NEUTRAL] Try it again.
[CUSTOMER][NEUTRAL] Yeah, it's American Public Life Insurance Company. It shows APL.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not seeing a place to log in here.
[AGENT][NEUTRAL] Yeah, at the top of the page.
[CUSTOMER][NEUTRAL] OK, here we go agency workspace account log in.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when the service center comes up you should see a link that says create your OSC account.
[CUSTOMER][NEUTRAL] Yeah, gone through and done that. I'm trying here to sign your log attempt has failed. Make sure the user name and password are correct. OK, that's the one I just created.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, let me try my saved one then.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I thought maybe it had something to do with I had a bookmark saved to go to the site.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Have you guys created a new login since the portal changed?
[CUSTOMER][NEUTRAL] That's what I was trying to do today I guess since the portal has changed. I tried to use the old one and it didn't go through so I, I was on the page where it says create your OSC account which I did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, so I'll click on log in.
[CUSTOMER][NEUTRAL] And it already fills in my email address in the box and there's a box that says send verification code so I click on that.
[AGENT][NEUTRAL] But I don't
[AGENT][NEUTRAL] Yeah, but I don't think that we've created a successful log in yet, so we need to go back to the create your OSC log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, I had used the word the group.
[CUSTOMER][NEUTRAL] Uh, it's when I originally did it. I hit group and then next.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, on this page, the only two things required are the group number and the email where the red asterisk is. Leave everything else blank and just put in the group number and email.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, maybe that caused problems because I had filled in all the.
[CUSTOMER][NEUTRAL] All the boxes let me try that.
[CUSTOMER][NEUTRAL] OK, I just put in the group number and I just put in the email on record and then I said next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then continue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if it'll let you proceed forward then it's gonna say complete account set up and then it's gonna ask you for email and to send a verification code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll need to send the verification code to the email.
[AGENT][NEUTRAL] Put the code in and then click verify and then create the password for the new account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'm just waiting for the email to come.
[CUSTOMER][NEUTRAL] OK, there we are.
[CUSTOMER][NEUTRAL] OK, verify code.
[AGENT][NEUTRAL] Yeah, and then down below, you'll create the password that you'd like.
[CUSTOMER][NEUTRAL] OK, I have a box that says change email. Do I need to click on that since I'm using my email rather than the email that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Was on the original account, so I should click that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, you don't need to click that. No, no, no.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] No, I don't no I do not OK.
[CUSTOMER][NEUTRAL] Um, OK, I'm creating a password.
[CUSTOMER][NEUTRAL] OK, do I need to fill in display name, given name, surname?
[AGENT][NEUTRAL] Nope, not necessary. You can leave a blank. No.
[CUSTOMER][NEUTRAL] Or do I leave this uh blank not necessary?
[CUSTOMER][NEUTRAL] OK, click on continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You should have to agree to terms and conditions and then the account should be set up to take you to the dashboard now to log in using the email and the password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is a user with the specified ID already exists please choose a different one so that user would be me I assume the first time I did this.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Um, 26471.
[AGENT][NEUTRAL] What's the name of the group?
[CUSTOMER][NEUTRAL] Uh, it's Carsh Autow Walk Service Center CBA Carsh Auto.
[AGENT][NEUTRAL] OK. And then what's your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the email on the group is [PII], it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. So,
[AGENT][NEGATIVE] Because the service center changed two weeks ago and everybody's having to create new logins.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You would initially have to go through and set it up under [PII] because [PII]'s the contact on the group and then you can add additional users in there like if you wanna add your email or other people who pay invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, it's the same steps essentially, but it just needs to be set up under [PII]'s email because that is the contact email on the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she would have to be the one that gets the um the codes, the email codes.
[AGENT][NEUTRAL] Mm. Mhm. Yeah, you would have to have access to that email to put the code in, um, but then once you're in, there is a manage users button like before where you can add additional people, um, like I said to to pay invoices or manage it if needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, am I able to pay over the phone today with you or do I need to wait until we process, yeah, OK.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] No, we can, I can get you over to billing. um, what is the invoice number? Do you have that?
[CUSTOMER][NEUTRAL] I didn't get it in the mail yet that's I usually pay it online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Alright and then do you have a good callback number in case something happens on the transfer?
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I apologize. What was your first name again?
[CUSTOMER][NEUTRAL] [PII] N.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Alright, great.
[AGENT][NEUTRAL] OK, I see the July invoice here so let me get billing on the line so they can take the payment from you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer care. I have [PII] with group number 26471 on the line. She needs to make a payment.
[CUSTOMER][NEUTRAL] 26471.
[CUSTOMER][NEUTRAL] Walt service center.
[AGENT][NEUTRAL] Yeah, she's not able to get online and doesn't have access to that email so they just need to make a payment.
[CUSTOMER][NEUTRAL] And they know it's by debit card or credit card, right?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alrighty, send it to me.
[AGENT][NEUTRAL] Just a second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for patiently waiting [PII]. I have [PII] on the line she has your group number and knows you're gonna go ahead and pay the invoice um it does need to be by uh credit card or debit card, OK?
[CUSTOMER][NEUTRAL] Credit credit card or debit card cannot be ACH.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright. Give me just one moment and I'll transfer you through, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Here you go. You're welcome.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help