AccountId: 011433970860
ContactId: af246459-de3e-436e-828b-22f237014741
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479899 ms
Total Talk Time (AGENT): 147991 ms
Total Talk Time (CUSTOMER): 284023 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/af246459-de3e-436e-828b-22f237014741_20250619T21:10_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII], and I am a member with you guys or my company is, and I'm trying to log in to pay my bill like I have every single month and for some reason it like the website is telling me that I have the wrong password which maybe I do um.
[CUSTOMER][NEGATIVE] But when I click forgot password and try to change my password, it sends the email that like the code to my email address and I verify my email, but when it takes me to the next screen, it does not prompt me to change my password, it prompts me to change my email address and I can't very well change my email address.
[CUSTOMER][NEUTRAL] Is it like I, I'm just not sure how to, how to fix my login access to get in and pay you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no, we can do that together, uh.
[CUSTOMER][NEUTRAL] I have my, I have a group number.
[CUSTOMER][NEUTRAL] I have our group number if that helps.
[AGENT][NEUTRAL] Yes, go ahead with the group number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 26073.
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] It's Smith Automotive Group.
[AGENT][NEUTRAL] OK, and may I have the mailing address on file and the email address on file?
[CUSTOMER][NEUTRAL] [PII]. I'm gonna assume the email on file is mine [PII]. If it's not, it's gonna be my HR director, which is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, it is yours. Thank you. All right, and may I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Let me give you my cell. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. OK, um, Miss [PII], um, our platform changed through the online service center, so we have sent an email back indicating that the all the accounts needed to be created again. Um, so at this time, we just need to go ahead and recreate the account.
[CUSTOMER][NEUTRAL] OK, so when I'm at the main main page I see where it says create your OSC account.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And do I choose group?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] Group, OK. Next, so then group number 26075 zip code what's the zip code [PII].
[AGENT][NEUTRAL] And you, you don't have to put in none of that, just the email.
[CUSTOMER][NEUTRAL] Just the email email on record is me. It's [PII]. OK. She said we don't have to put it so next. OK, when I do that, when I put in my group number and my email address, it says error no user was found with the information that was entered. Please try again if this errors.
[AGENT][NEUTRAL] OK, did, did
[AGENT][NEUTRAL] OK, did you try putting the zip code? Did you erase the zip code? What happened when you were in the zip code?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, I mean, it, let me erase the zip code, uh, but I can't.
[AGENT][NEUTRAL] I did
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, go ahead and close that one and go back again.
[CUSTOMER][NEUTRAL] Yeah, it's, it's not requiring.
[CUSTOMER][NEUTRAL] This, yeah, oh, well, what, what, maybe it's me. Hold on 11 2nd.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Oh maybe it was me. I'm sorry. I fat fingered my, my 3 for a 5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] continue.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Email address A [PII], new password. Oh, maybe I'm there. Let's see. Fingers crossed.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] Mm yes.
[CUSTOMER][NEUTRAL] Claim not verified. What does that mean?
[CUSTOMER][NEUTRAL] Oh, send verification code maybe I I have to send myself a code again?
[AGENT][NEUTRAL] Mhm. Yeah. Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We're gonna do this [PII].
[CUSTOMER][NEUTRAL] Where did I go?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Where did I go? Oh no.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEGATIVE] Clean not verified.
[CUSTOMER][NEUTRAL] Email address verified, you can now continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it gives me, it gives me claim not verified at the top and red for my email address. What does that mean?
[AGENT][NEUTRAL] It's OK, just continue, put your information in.
[CUSTOMER][POSITIVE] OK, I agree, I agree, continue, let's see.
[CUSTOMER][POSITIVE] Yay, go to dashboard. OK, log in.
[CUSTOMER][NEUTRAL] Do I have to send a verification code every single time for myself to actually log in?
[AGENT][POSITIVE] Yes, it is an extra step of security.
[CUSTOMER][POSITIVE] Yes, that's completely fine. We like it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure I can actually get in and pay my bill while I have you on the phone.
[AGENT][POSITIVE] Yes, no problem. Go ahead, take your time.
[CUSTOMER][NEUTRAL] 70
[CUSTOMER][NEUTRAL] OK, see what.
[CUSTOMER][NEGATIVE] When I like when I went to my email address to get the code, it's taking me back to welcome to the online service center. It's, it's no longer prompting me for the code. Now the login is just spin.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you should have another tab. So go down, go down to your Chrome circle, the one with the pictures. It should have two tabs. So go ahead to the tab where you can put that code in.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] It disappeared, that tab disappeared.
[AGENT][NEUTRAL] go back to Chrome, yeah.
[CUSTOMER][NEUTRAL] 00 wait, oh wait a minute, never mind, I see, I see what you're saying. I, yeah, we're slow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] We're a little slow on our end. We're sorry.
[AGENT][POSITIVE] Don't worry.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Oh, I think we're in next.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][POSITIVE] Next, that's good. All good, next, next. OK, exit.
[CUSTOMER][NEUTRAL] Uh, my group, is this where I go to pay?
[AGENT][NEUTRAL] You go to.
[CUSTOMER][NEUTRAL] Uh, we're in, so we can probably figure it out from here.
[AGENT][NEUTRAL] Do you got it from there or you want me to get you to the invoice at least?
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][POSITIVE] Uh, well, you know what, sure, you, you probably save me some time. Where do I go to get my invoice?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] My account in my group, you will click on my group and invoicing.
[CUSTOMER][NEUTRAL] Oh, I see it uh 4 61 1275 93, got it.
[CUSTOMER][NEGATIVE] Well, I need, there was an error processing your request if this error persists. What the freaking crap, uh, able to find this invoicing.
[CUSTOMER][NEUTRAL] I can, can you please review, just click on it.
[CUSTOMER][NEUTRAL] Do I just like click on the invoice, the hyperlink?
[AGENT][NEUTRAL] Yeah, click on the invoice and then um there should be an option for you to submit the invoice if you already have the ACH uh in there which more than likely if you had it in the in the other one you're gonna have it on this one because it it went through like it merged together when when you created the account so you can just go ahead and submit invoicing.
[CUSTOMER][POSITIVE] OK, we got it we are submitted thank you so much.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Oh, you're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, ma'am, we're good, thank you.
[AGENT][POSITIVE] OK. All right. You're welcome. Have a good afternoon. Thank you for calling ATL. mhm Bye-bye, [PII].
[CUSTOMER][NEUTRAL] Bye bye