AccountId: 011433970860
ContactId: a5ca24d6-57af-4645-b74a-d7909aa3a967
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387820 ms
Total Talk Time (AGENT): 99238 ms
Total Talk Time (CUSTOMER): 141000 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/a5ca24d6-57af-4645-b74a-d7909aa3a967_20250620T18:39_UTC.wav
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[CUSTOMER][NEUTRAL] But anyway,
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, my name's [PII]. I'm calling with Triton Submarines. I'm trying to get online, uh, to our your online service center so that I can, um, approve to like submit and pay an invoice, um, but I, I cannot.
[CUSTOMER][NEGATIVE] It doesn't recognize my information, um, so when I go to like the info page to try to get in, it asks for group number, and all I have is a policy number.
[AGENT][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] On our master document.
[AGENT][NEUTRAL] OK, um, what and what was the name of the group?
[CUSTOMER][NEUTRAL] Triton Submarines LLC.
[AGENT][NEUTRAL] Is that [PII] or [PII]?
[CUSTOMER][NEUTRAL] No, you said it the first time [PII].
[AGENT][NEUTRAL] OK, let me see
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Then [PII], could you verify your address for me for the group?
[CUSTOMER][NEUTRAL] Oh sure, [PII], and I think you guys the email you have on file for me is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we have recently upgraded our website and so you're gonna have to create your OSC account over again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so if you go to the website, pull up.
[CUSTOMER][NEUTRAL] Uh yeah, it's asking for a group number.
[AGENT][NEUTRAL] OK, so your group number will be, and you only need to enter your group number and your email on record, which was the one you just provided. Group number is 26883.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought I put that in there before, but let's see.
[CUSTOMER][POSITIVE] I couldn't make a mistake.
[CUSTOMER][POSITIVE] Perfect, it didn't kick it back this time.
[CUSTOMER][POSITIVE] I think I'll be OK now.
[AGENT][NEUTRAL] Yeah, from
[AGENT][NEUTRAL] From there you'll just send that email address again. um I just wanted to give you just a few pointers on, on the rest of the process that way uh you understand how it works um if you don't mind if you had a moment, uh, so you'll enter the HR um at Triton subs again it'll send a verification code to that email you'll enter that then you can create your new password.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Once you have created that successfully, then you will log back in again. It'll ask to send another verification code, and then once that's complete, you're in the system and you can go to your dashboard um and go to pay your invoicing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just waiting on the first, uh, code to come through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the second code just came through. I'm putting that in now.
[CUSTOMER][NEUTRAL] Alright, and I'm at the dashboard.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] So, um, wait, let me make sure I can, um.
[CUSTOMER][NEUTRAL] Pull up the the invoice would be under my group or oh wait here it is I think.
[AGENT][NEUTRAL] Yes, it'll be under my group and then there's a group details invoice.
[CUSTOMER][NEUTRAL] OK, invoicing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Due to scheduled maintenance, the ability to download your invoice, OK, we don't have to download. I'm sorry.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I'm looking at your invoice numbers do not go in um.
[CUSTOMER][NEUTRAL] Like I'm not looking for consecutive numbers.
[AGENT][NEUTRAL] Oh, is it not chronological?
[CUSTOMER][NEUTRAL] OK, it's OK. I just wanted to confirm that.
[CUSTOMER][POSITIVE] OK awesome I was able to click on the invoice um.
[CUSTOMER][NEUTRAL] Now the invoice says that it's.
[CUSTOMER][NEUTRAL] Not available right now do the maintenance. Can I still, um, can I still pay or do I need to wait until after your update is done?
[AGENT][NEUTRAL] Um, let's see, so this would be for the June invoice, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Looks like now it's
[CUSTOMER][NEUTRAL] Cause I have to open it up to actually submit it.
[AGENT][NEUTRAL] Yeah, so it looks like it actually, it should post um by Monday. So if you'll try back Monday, it should be posted there and you'll be able to pay it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help today.
[AGENT][NEUTRAL] OK. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, I hope you have a great weekend.
[AGENT][POSITIVE] Thank you. You too. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye.