AccountId: 011433970860
ContactId: af33f5b2-cd51-4666-bad8-109f229392f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363489 ms
Total Talk Time (AGENT): 116954 ms
Total Talk Time (CUSTOMER): 193404 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/af33f5b2-cd51-4666-bad8-109f229392f7_20250616T20:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, did you say [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] with Lincoln County Fire. So I am the admin for
[CUSTOMER][NEUTRAL] The employer.
[CUSTOMER][NEUTRAL] And I'm trying to pay our bill online and I do that every month, but for some reason.
[CUSTOMER][NEUTRAL] It keeps taking me like to the um.
[CUSTOMER][NEUTRAL] Employee page? I can't get logged in. Can you help me?
[AGENT][NEUTRAL] What's your
[CUSTOMER][NEUTRAL] It looks like they may have changed the website or something. I'm sorry.
[AGENT][NEUTRAL] Uh, what's your group number?
[CUSTOMER][NEUTRAL] Uh, the group number is 24145.
[CUSTOMER][NEUTRAL] And it's due, well it's due the [PII], which was yesterday, which is a Sunday, so but so I wanted to make sure I got this taken care of today and it get getting pushed back on the back burner all day and now here I am and I can't get logged in.
[AGENT][NEUTRAL] OK. And what was your first and last name?
[CUSTOMER][NEUTRAL] My first name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, and what was the address of the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, so yes, we have a new website, um, so you're gonna have to create the OSC account over again, um, but I do show we only have the group contact with [PII].
[CUSTOMER][NEUTRAL] She so she's with assured partner she's our insurance broker's agent.
[CUSTOMER][NEUTRAL] So I'm the one who pays it.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And I go online again a month to do this.
[AGENT][NEUTRAL] So it's, you have her as the group contact.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] How do I get?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And we have her as the group contact, so we'd have to have an email from her stating to add you as a group contact or change you to the group contact.
[CUSTOMER][NEUTRAL] Well, can you just take a payment for me and then I can take care of that later?
[AGENT][NEUTRAL] Uh, we can take phone payment by credit card or debit card. Do you have that?
[CUSTOMER][NEGATIVE] Oh God, I don't have one with that kind of balance on it.
[CUSTOMER][NEUTRAL] I can give you bank information.
[AGENT][NEUTRAL] Um, the only ones we can take by phone would be the credit or debit card.
[CUSTOMER][NEUTRAL] So if I don't get this paid today, then what?
[AGENT][NEUTRAL] I, I mean there's a, there's a grace period on the payment, um, if I mean if you get it.
[CUSTOMER][POSITIVE] Like it
[CUSTOMER][NEUTRAL] Of like how much
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Are you able to reach out to [PII] and see if she can send us an email?
[CUSTOMER][NEUTRAL] I can, I can send her an email, but it's late in the day, so I just, so what do I need to ask her? I'm doing the email right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so we have her as the group contact for your group.
[AGENT][NEUTRAL] And then that you would need to change that to your name if that's what she's wanting to do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then provide your email.
[CUSTOMER][NEUTRAL] So that I can pay a bill?
[CUSTOMER][NEUTRAL] OK, so how did, how did she do that? How does she do that? Does she know how to do that? Does, does, can I give her some kind of idea of what she needs to do?
[AGENT][NEUTRAL] Yes, we, yeah, we.
[AGENT][NEUTRAL] Um, to send it to [PII].
[CUSTOMER][NEUTRAL] In public.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hang on 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So she just needs to send you on an email to add me as a contact. Am I following you?
[AGENT][POSITIVE] Yes, to put you as the group contact.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then provide your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there would she just call this number if she has any questions?
[AGENT][POSITIVE] Yes, correct. Uh-huh.
[CUSTOMER][NEUTRAL] OK, so what I have is [PII] has you as a group contact. I'm trying to pay the bill online. They changed their website. I can't get logged in, so can she please email [PII]? Is that right?
[AGENT][NEUTRAL] [PII], yeah, [PII].
[CUSTOMER][POSITIVE] Oh thank you thank you I'm glad I asked.
[CUSTOMER][NEUTRAL] So [PII] team, oh go away [PII]. So any particular like lower case upper case type deal.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Oh no, it doesn't matter. You can put it either way.
[CUSTOMER][NEUTRAL] OK, and [PII] is all one word, obviously and an email address correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK dokey thank you ma'am. I'll do that. It's weird that I so like if I so if I was able to do it before I'm, I'm a little confused why so since you changed the website wouldn't I just be able to still use my same username and password?
[AGENT][POSITIVE] OK, thanks. Thank you for calling.
[AGENT][NEUTRAL] No, when we change the, when we changed the website, it's, it's now has to be a username of an email address and that's the email address that's associated with this group.
[CUSTOMER][NEUTRAL] Or not.
[AGENT][NEUTRAL] Um, so we would have sent out.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yeah, so she's she's the contact, so that's, that's the reason, so yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, alright, so, so there are two administrators here, so is there, are we able to have more than one password?
[AGENT][NEUTRAL] Yes, once, once she either creates the account or changes you to the contact, then you can manage users and add as many people as you like for your group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Alright, alright, thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too.