AccountId: 011433970860
ContactId: ae930c8b-4f90-4939-9da6-5d1408a19522
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573840 ms
Total Talk Time (AGENT): 292041 ms
Total Talk Time (CUSTOMER): 187042 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ae930c8b-4f90-4939-9da6-5d1408a19522_20250625T12:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I'm with the American Board of Pathology.
[CUSTOMER][NEUTRAL] And you know, you send us, uh, well, your, your company sends us an auto a bill.
[CUSTOMER][NEUTRAL] Electronic bills with a link. So I'm trying to, I've been trying to get signed on to the link for the last couple of days onto the site and when I come.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Because, uh, I can now. I couldn't for a moment.
[CUSTOMER][NEUTRAL] Let me take you off speaker. OK, is this better?
[AGENT][NEUTRAL] Um, yes, ma'am, I can hear you OK at the moment. Uh-huh.
[CUSTOMER][NEGATIVE] OK, so I'm trying to gain access to the bill by logging on to your website, the APL website, and it, it's on a circular update and it says that they can't seem to find my account even though I'm using my email from work and I'm using the password that you know I established. I just cannot gain access to the system in order to retrieve the bill.
[AGENT][NEUTRAL] OK [PII], so you're the group administrator and you're trying to get the invoice from the portal, is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes, ma'am. Well, I can try and help you with this. First off, [PII], what I'll need to do is pull up the group's information and verify several things with you for security purposes. So first off, what is a good callback number for you?
[CUSTOMER][POSITIVE] Absolutely. Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And what is the group number?
[CUSTOMER][NEUTRAL] Hold on a second, let me just get that number. Actually, let me get it from my card.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The group number is 269-75.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, so first off, [PII], I will, as I said, have to verify several things with you for security. So first off, if you could please verify the group name and address.
[CUSTOMER][NEUTRAL] American Board of Pathology [PII].
[AGENT][NEUTRAL] Thank you and then your last name and email address?
[CUSTOMER][NEUTRAL] [PII] and email is [PII].
[AGENT][NEUTRAL] Thank you and the primary number that we have on the group is the same as the one that you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so [PII], there was an update made to the online service center portal several weeks ago and you should have received an email regarding that change coming but you will have to set up a new profile in the portal and I can help you as far as walking through the steps and if you would like, I also have a couple of user guides that I'll be happy to email to you as well.
[CUSTOMER][NEUTRAL] So is that the prompt where it says create your OSC account?
[AGENT][NEUTRAL] Yes, ma'am. So you would select that.
[AGENT][NEUTRAL] And then on the next screen, you're going to select um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Group
[CUSTOMER][NEUTRAL] Groups. Mhm. I'm looking, I'm, I'm going, yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, once you make that select, uh huh, once you make the selection, just enter the information that has the two red asterisks beside it, which will be the group number and your email address.
[CUSTOMER][NEUTRAL] And then the 2
[CUSTOMER][NEUTRAL] Go ahead, go ahead.
[CUSTOMER][NEUTRAL] OK, let me get that number to I think I said 269-75.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, uh-huh.
[CUSTOMER][NEUTRAL] Yeah, and then the email on record is this one.
[CUSTOMER][NEUTRAL] And I just filled everything else, just go next.
[CUSTOMER][NEUTRAL] We just continue.
[AGENT][NEUTRAL] Now it will send you a verification, yes ma'am, it's gonna wanna send you a verification code.
[CUSTOMER][NEUTRAL] And then I have to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To your email and that may take you a moment to get it. Sometimes it comes through really quick and.
[AGENT][NEUTRAL] Occasionally, it takes a minute or two.
[CUSTOMER][NEUTRAL] OK, I'm waiting on the code.
[AGENT][MIXED] Sure. No, no worries. Like I said, sometimes it's really quick and sometimes it's a little, a little slower.
[CUSTOMER][NEUTRAL] Does do I have to create a new password or could I use the same one as the previous system?
[AGENT][NEUTRAL] Um, you should be able to use from my understanding [PII], the same one. Just once you get that code, you're gonna have to put that in the box and click verify.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Set your new password once the email has been verified.
[CUSTOMER][NEUTRAL] There it is, just came in.
[CUSTOMER][NEUTRAL] Code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I just went ahead to [PII] and sent you that email that I was talking about with those user guides even though you've already set it up. I did it go ahead and include that one. Now are you going to want to print your invoice or are you do you just pay through ACH?
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] I can't see how that's.
[CUSTOMER][NEUTRAL] We print them and we run them.
[AGENT][NEUTRAL] OK, so, uh-huh.
[CUSTOMER][NEUTRAL] We print them and actually we don't print that we don't print them, we, we use the bill [PII] to pay our bills, so we basically file an electronic version of it and send it to the system and pay it.
[AGENT][NEUTRAL] Oh, excuse me.
[AGENT][NEUTRAL] OK, now what I'm gonna do is I'm gonna and you're look are you looking for the July invoice?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so there is currently an issue that the IT department is aware of and working on JZ as far as you being able to pull up to print the invoice, which is why I was asking you that question so I can email you the July invoice if you'll give me a moment to do that, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That'd be great.
[CUSTOMER][NEUTRAL] Something just came through, yep, the login information, uh huh.
[AGENT][NEUTRAL] Mhm. So it's actually I believe gonna send you another verification code. So once I've, once you.
[AGENT][NEUTRAL] Or following the steps. I think you're gonna get one more, so it's like a two-factor authentication essentially.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So this is gonna be the new way. I'm gonna get the verification code it seems that everyone's going to that door authentication, which is fine.
[AGENT][NEGATIVE] Yes, yes, ma'am. Unfortunately, due to an awful lot of, awful lot of bad guys out there, um, who, their full-time job is trying to hack into
[CUSTOMER][NEGATIVE] It's a pain, but
[CUSTOMER][NEGATIVE] Isn't that terrible, yeah.
[AGENT][NEUTRAL] Everything?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, we're just, you know, we just made some.
[CUSTOMER][POSITIVE] So is this really a success, a dual authentication, it's a, it's a success, I mean.
[CUSTOMER][NEUTRAL] It seems to be
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The way of of everyone's going, but does it really work is my my thing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, you know.
[AGENT][NEUTRAL] That's the, that's the $64 million question.
[AGENT][NEUTRAL] You know, they, um,
[AGENT][NEUTRAL] The bad guys work so.
[AGENT][NEUTRAL] Vigilantly at
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, circumventing everything. So all we can do is try to continue to stay just a little ahead of the curve.
[CUSTOMER][NEUTRAL] So when I try, should I try logging back into the system or just wait?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK, so once, once you've received that first verification code and you enter it and click verify code, it should say give you a message indicating that it has been verified. At that point, that's correct, and that's when you, you should.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Get the um ability to awesome.
[CUSTOMER][NEUTRAL] All right, I'm in there.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So again that user.
[CUSTOMER][NEUTRAL] And I just got your invoice.
[AGENT][POSITIVE] OK, perfect, perfect. So I'm sorry that you can't currently print it, but like I said they are aware of this issue. So for the time being, hopefully that's gonna be resolved soon, but.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] This works. Mhm.
[AGENT][POSITIVE] In the in the interim if you were to need an invoice then you can just call us and we'll be happy to send it to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sounds good. Thank you so much. You're very helpful and very kind on the phone. You have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, well, thank you, [PII]. It was my pleasure in speaking to you and I hope that you have a wonderful day as well.
[CUSTOMER][NEUTRAL] Sure. Goodbye.
[AGENT][NEUTRAL] Bye-bye.