AccountId: 011433970860
ContactId: b2fce1ac-7472-449d-a034-ab7c643b1991
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1014679 ms
Total Talk Time (AGENT): 402660 ms
Total Talk Time (CUSTOMER): 326741 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/b2fce1ac-7472-449d-a034-ab7c643b1991_20250606T17:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I had a, I'm trying to pay a bill currently on the, on the website, the online service center, and the log it seems the log in.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Screen has changed so it's not accepting my credentials, my login credentials because it, it's asking for an email and I uh I had a username and a password, not an email as my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 00, OK. So are you the group administrator?
[CUSTOMER][NEUTRAL] I am, yeah.
[AGENT][NEUTRAL] OK, so you're trying to log in to pay the bill, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, so, I can help you with that. First off, I'm gonna need to get some information from you and pull up the group, um, also to verify some additional things for security. So who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], could you spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. OK, thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And then, the group number, please.
[CUSTOMER][NEUTRAL] It's 25915. Is that a good number?
[AGENT][NEUTRAL] 25915. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Alright, just one moment please.
[AGENT][NEUTRAL] OK, so if you could please, um, [PII], first verify the name and address for the group.
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then your
[AGENT][NEUTRAL] OK, give me just a moment so I do see that.
[AGENT][NEUTRAL] Um, and then your email address, please, or the email address that, yes, it would be your email.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the primary phone number that we would have on file for the group.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], thank you so much for verifying all of your information. So, yes, ma'am, there was a change made to the portal. So what you're going to have to do is to create a new profile.
[AGENT][NEUTRAL] So when you're on the login screen where you see that blue log in right below that.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It should say create an OSC.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Account
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you would um select that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're going to select that you are the group and click next.
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then on that screen only the group number and the email on record have the red asterisks by them, so that's the only two fields you actually need to complete.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so next, OK.
[AGENT][NEUTRAL] And then once you do that, you'll click next.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then it's going to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, go ahead, yeah, I'm on it, so it's now it says complete your account so.
[AGENT][NEUTRAL] Right, so just follow the steps and I'll stay on the line just to make sure that you are able to get.
[AGENT][NEUTRAL] All the way in to the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it's going to email you.
[AGENT][NEUTRAL] Uh, security code.
[AGENT][NEUTRAL] That you'll have to enter again, just gonna follow us along the steps.
[AGENT][POSITIVE] Because you can get farther than what I can actually see in this process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. I'm waiting for the code now.
[AGENT][NEUTRAL] Sure. And yeah, and it's gonna take.
[AGENT][NEUTRAL] It'll take a minute for you to receive that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got that.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, alright, then, uh, I actually put in a a new password then, OK.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, for display name, what do I need to put there?
[AGENT][NEUTRAL] You can, you can put whatever, how you want it to look like when the OSC pulls up. I mean, you could put your name in there.
[AGENT][NEUTRAL] You could put the, you know, the group that can be whatever you want it to be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the given name and surname, is that my name?
[AGENT][NEUTRAL] No, you don't even have to, you don't have to do anything with that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it says your account has been successfully created. Go to dashboard. OK, then, then I log, then I gotta just log in, do it, just put in.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, I need a code again then.
[AGENT][NEUTRAL] Yeah, and it's going to ask, yes, it's gonna because it's added like a, a two that's essentially a two-factor authentication.
[CUSTOMER][NEUTRAL] I see.
[AGENT][POSITIVE] And [PII], I do have a user guide as far as navigate you know for navigating it once it's set up if you would like for me to email that to you I'd be more than happy to do that.
[CUSTOMER][POSITIVE] OK, sure, that would be great.
[AGENT][NEUTRAL] OK, so give me just a moment. I'm gonna do that while you and I are on the phone with each other.
[CUSTOMER][NEUTRAL] OK, the one, so.
[CUSTOMER][NEUTRAL] When I asked for the verification code and then I switched to the, go get it and then it brought me.
[CUSTOMER][NEUTRAL] To the online service center screen again but the log in.
[CUSTOMER][NEGATIVE] That part where where I'm supposed to add this code didn't show up again.
[CUSTOMER][NEUTRAL] The log in is just spinning.
[AGENT][NEUTRAL] OK, so just give it a minute. It may take a second. We'll see if you, if it times out and gives you an error message.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I've just, I went ahead and just sent that email to you and you should be receiving it from care team [PII].
[AGENT][NEUTRAL] So we'll have that user guide.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it still spinning?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEGATIVE] Oh no no I gotta hit log in again.
[AGENT][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] And then it says
[AGENT][NEUTRAL] Uh-huh, OK, go ahead with what it says.
[CUSTOMER][NEUTRAL] It, it wants the code, but the code.
[CUSTOMER][NEGATIVE] It's on a different, OK, the thing is the box keeps disappearing when I go to get the code. It's like it won't give me a chance.
[CUSTOMER][NEGATIVE] To put the code in there and then it and then that log in bar just keeps spinning.
[CUSTOMER][NEUTRAL] I, yeah, I'm not sure why.
[AGENT][NEUTRAL] And that was, was that the first verification code or the 2nd?
[CUSTOMER][NEGATIVE] Um, this is not my 3rd, but believe it or not, so if because once it, once I, I kind of refresh it and then the, it, it goes the login stops spinning, but then it asks me for another code and then.
[AGENT][NEUTRAL] So you should have
[CUSTOMER][NEUTRAL] I have 3 calls.
[AGENT][NEUTRAL] Oh, OK. You have 3 codes.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Yeah, but there's, but there's, but I have to ask for it again.
[CUSTOMER][NEUTRAL] The user details verification is necessary. It doesn't that that screen keeps going away.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On me.
[CUSTOMER][NEUTRAL] I'm not sure why. OK, um, OK. Do I have to just try it one more? I'm gonna try it one more time.
[AGENT][NEUTRAL] What browser are you using, [PII], before you try it again?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Um, Chrome.
[AGENT][NEUTRAL] OK, so give me a look.
[CUSTOMER][NEUTRAL] I'm gonna try, I think it might let me see if it's working. oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][POSITIVE] OK, it's finally, I finally was able to get that code in because I moved my mail somewhere to the a different screen. OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Well, OK, so
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Now, if I want to get to the.
[CUSTOMER][NEUTRAL] To the bill, where, where's that?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Where can I find that?
[AGENT][NEUTRAL] OK, so once you're logged in, mhm, under your dashboard.
[CUSTOMER][NEUTRAL] Go to
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you, um, let me, let me, give me just one second.
[AGENT][NEUTRAL] OK, under um my group you should see a little tabs that say group details, invoicing, and employees.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Under my, oh, OK, yeah. I see. OK.
[AGENT][NEUTRAL] Mhm. You see that? So when you click on, mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, I can click on invoicing?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Alright, um, it's still showing no open invoices even though the last one we paid was 41, um, I've been calling.
[CUSTOMER][NEUTRAL] About that, and they told me we should be seeing.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But I don't know, we have, we still haven't. They told me last two weeks ago we should have seen it, but I don't see it. Do you know any, can you help me with that?
[AGENT][NEUTRAL] I can actually I see that this group has not complete completed the renewal process. It still appears that there's still that's in processing so as soon as the group is the renewal process is complete, then the invoice should be available to you, [PII].
[CUSTOMER][NEUTRAL] OK, because it's been a while and we're kind of nervous something might get canceled on us.
[AGENT][NEUTRAL] Now, yeah, for any assistance regarding the renewal I can try and connect you with someone in our broker resources division, but I'm not able you know to see any more than I than it's in the renewal process.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, could you, or at least give me a num is there a number I can call or can you connect me either way?
[AGENT][NEUTRAL] No, ma'am, not directly, no, I will be able to connect you, but let me just look at a couple of more things before I do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so yes, I'll be happy um to connect you over with them to see if they can give you a little more and you all have submitted all of your renewal information, is that correct?
[CUSTOMER][POSITIVE] Yes, yes, correct.
[AGENT][POSITIVE] OK, alright, so yes ma'am, I'll be happy to connect you over and did you receive the email that I sent you as well, [PII] with that user guide?
[CUSTOMER][POSITIVE] I did, yes, thank you.
[AGENT][NEUTRAL] OK. All right. Good. All right. Well, can I help you with anything else before I do transfer you?
[CUSTOMER][POSITIVE] Um, no, that'd be all. Thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ssferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Well, hey, [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Are you pulling your hair out like yours is with the OSC stuff?
[AGENT][NEGATIVE] I'm as bald as an eagle.
[CUSTOMER][NEUTRAL] I know we are too. What's up?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, I have an admin on the line with the group um that I just helped her set up her profile, but she's wanting to know, you know, when their invoice is gonna be ready because she's nervous. She says that they've submitted all their renewal documents, but this group shows in renewal holding and it's a 41-2025.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me hang on one second, let me get my screen up here.
[AGENT][NEUTRAL] And I'll give you, yeah, and I'll give you the group number and all of that, and I verified all of their information. So the group is 25915 Dry Box Incorporated.
[CUSTOMER][NEUTRAL] Yeah, yeah, what is that?
[CUSTOMER][POSITIVE] You do? OK, perfect.
[CUSTOMER][POSITIVE] My box incorporated, OK.
[AGENT][NEUTRAL] And this is, and this is contact [PII] on the line. Mhm. Now, I verified that the number we show in EMPL for the group, you know, that's like the primary, but her number that she gave me as a call back is [PII].
[CUSTOMER][NEUTRAL] OK, OK. Gotcha.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, [PII], and that's 25. Let me make sure I got that up. Hang on just a second. And did I get it right? Uh, what I do with my screen? Sorry, sorry, sorry, sorry, hang on. No, I've got it. I just gotta pull it up on the right side. There we go, 25915 drawry box. OK, got it. I'll take it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. Well, thank you so very much. Have a good one if I don't talk to you again, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, will do.
[AGENT][POSITIVE] Alright thanks bye bye.
[CUSTOMER][POSITIVE] Thank