AccountId: 011433970860
ContactId: a1acd6ee-d6a3-49ec-aa2b-3d2817e24ca2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273559 ms
Total Talk Time (AGENT): 118089 ms
Total Talk Time (CUSTOMER): 109046 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a1acd6ee-d6a3-49ec-aa2b-3d2817e24ca2_20250107T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling because I'm trying to pay my bill online and I've seem to have forgotten my password. However, when I put in my username or what I thought was my username, it's telling me it can't find my account based on like my group number and everything, so I was calling to see if you can support me with that.
[AGENT][POSITIVE] OK, yes ma'am, I'd be happy to help you with getting your username and getting logged into the OSC today. What was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Alright, Ms. [PII] and um just in case we get disconnected, what is a good contact number for you today?
[CUSTOMER][NEUTRAL] Um, you can give me a call back at area code [PII].
[AGENT][NEUTRAL] OK. And do you have your um policy number?
[CUSTOMER][NEUTRAL] Um, let me look on. I'm looking on the invoice. It should be on here somewhere, right? Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, is that the same as the group number?
[AGENT][NEUTRAL] Um, no, ma'am. It, it may be your member number, member ID, certificate number.
[CUSTOMER][NEUTRAL] Or no.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm not really seeing that on the invoice. Let me check my email to see if I have something there.
[AGENT][NEUTRAL] OK, and well, is this your um individual policy, or are you calling to pay like a group invoice?
[CUSTOMER][NEUTRAL] I'm calling from the organization, the Oregon Voice.
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] OK, so I have that 25346.
[AGENT][NEUTRAL] Alright, give me just a second, let me pull up the group information.
[AGENT][NEUTRAL] Well, my computer's not wanting to collaborate. Hold on just a moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. Now we're getting somewhere, I think.
[AGENT][POSITIVE] It seems to be working now.
[AGENT][NEUTRAL] Alright, uh, what's the name of the group you're calling from?
[CUSTOMER][NEUTRAL] Um, Palmetto Place.
[AGENT][NEUTRAL] All right. And the
[CUSTOMER][NEUTRAL] Children and youth services? I'm sorry.
[AGENT][NEUTRAL] No, no, you're fine thank you and what is the address there?
[CUSTOMER][NEUTRAL] Um, it's [PII], and the zip code is [PII].
[AGENT][NEUTRAL] OK, thank you and um you said your name was [PII] and what is the um email address associated with the group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I thought it was mine, which is [PII].
[AGENT][NEUTRAL] OK, that is it. All right, and the last thing I need is the group phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I would assume I will put it under my desk phone, so that's area code [PII].
[AGENT][POSITIVE] That is it. Thank you so much, Ms. [PII]. Let me see if I can figure out your login. Hold on just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And maybe I'm on the wrong show. No.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so your username is [PII].
[AGENT][NEUTRAL] And the Ps are capitalized.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let's go back, cancel that, Tom.
[CUSTOMER][NEUTRAL] Place I got so many user names. OK, so I can just do like the reset password.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And that should be good money, alrighty.
[AGENT][NEUTRAL] Is it letting you do the reset now?
[CUSTOMER][POSITIVE] It is, thank you so much. I appreciate it. It's sending the verification to my phone now. I appreciate you.
[AGENT][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Perfect. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] No, ma'am. That's all.
[AGENT][POSITIVE] All right well you have a wonderful day and thank you so much for calling APO.
[CUSTOMER][POSITIVE] All right thank you bye.
[AGENT][NEUTRAL] Mm. Bye-bye.