AccountId: 011433970860
ContactId: b6b07a31-f65b-4119-a217-f4cfd9e4f3f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327040 ms
Total Talk Time (AGENT): 105827 ms
Total Talk Time (CUSTOMER): 160995 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/b6b07a31-f65b-4119-a217-f4cfd9e4f3f7_20250620T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, I'm calling because I'm trying to log in.
[CUSTOMER][NEGATIVE] And it's giving me an error message. It's asking me to verify my account. And I put the email, I received the code, and when I get the code, it's not working, and I'm trying to pay the bill.
[AGENT][NEUTRAL] So when you type in the code and click verify code is it giving you an error?
[CUSTOMER][NEGATIVE] Yes, after I put the verification code that they sent to my email, then it is telling me to continue, and then when I hit continue, it says a user with the specific credential could not be found. But I have my login, it's just the website is not letting me put my, my login because normally it's not the email address. I have a, a specific login, so I don't know if it's the system having issues today or?
[AGENT][NEUTRAL] So the online service center did change a couple of weeks ago and everybody's having to create new logins and passwords going forward, the user name is gonna be the email address after you put in the email, get the verification code you have to click verify email and then create the password.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh-huh, I'm still here. Did you hear that?
[CUSTOMER][NEGATIVE] I couldn't get what you said.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, I heard that you said that um you have a new system which I noticed that. So now it has to be um
[CUSTOMER][NEUTRAL] Create a new ID with the, with the email address.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, so let me, let me go back to that page then so I can create because since I already know that I had a login, I wasn't trying to create one.
[CUSTOMER][NEUTRAL] OK, I'm going to, so.
[CUSTOMER][NEUTRAL] I have to create one, OK, um.
[AGENT][NEUTRAL] So from the login page you're gonna click create your OSC account.
[CUSTOMER][NEUTRAL] OK, I, I click on that and then now it says agency, group, or provider, agent, broker or insurance. What would be me.
[AGENT][NEUTRAL] So are right, you're trying to pay for a company, correct? Like a group?
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, so per group.
[AGENT][NEUTRAL] And then click next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you only have to enter the group number and then the email, that's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I only have to answer the group number.
[AGENT][NEUTRAL] And the email.
[CUSTOMER][NEUTRAL] And my email, OK.
[CUSTOMER][NEGATIVE] It's giving me an error to, to call the [PII]. My group number is
[CUSTOMER][NEUTRAL] 17776, and I'm putting that on 1.
[CUSTOMER][NEUTRAL] 7776. And my email address?
[CUSTOMER][NEGATIVE] And it's not working.
[AGENT][NEUTRAL] What is the name of the group?
[CUSTOMER][NEGATIVE] It says error, no use.
[CUSTOMER][NEUTRAL] The number of the group is 17776.
[AGENT][NEUTRAL] What's the name of the group?
[CUSTOMER][NEUTRAL] EIC Consulting.
[AGENT][NEUTRAL] OK. And then what is your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So the email that's on here is [PII]
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] So she has to go back and create an account for all the people that have to log in in the website, cause she created one already for me. And when I put my email, I'm getting a verification code.
[AGENT][NEUTRAL] So because
[CUSTOMER][NEUTRAL] My email is [PII]. Uh-huh.
[AGENT][NEUTRAL] So because the online service center changed this last week, [PII] has to go in and set up the initial log in under that email with a new password. Once she gets logged in, then she can add additional users like before where you could have multiple emails and passwords, but because the online service center changed the initial login will have to be set up under that email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mhm, so the initial login has to be set up under that email.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not hearing what you're saying. Um, OK, well, um, I heard what you said before, so I don't know if you hearing what I'm saying, um, I'll, I'll let her know then that she needs to do it for me. Thank you.
[AGENT][NEUTRAL] Yeah, so all