AccountId: 011433970860
ContactId: b85eb3f4-1768-4f40-965a-d74be19faa36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 946440 ms
Total Talk Time (AGENT): 225129 ms
Total Talk Time (CUSTOMER): 352955 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b85eb3f4-1768-4f40-965a-d74be19faa36_20250623T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, you can help me. Um, my name is [PII]. I'm with Foley Marketing and I'm online trying to trying to lock in well.
[CUSTOMER][NEGATIVE] I don't know what's going on, but it won't take my, it's got my email address and I put my password in, but when I did it before, I didn't have an email. I had [PII] and then I entered the password, but now it won't take that. So what's going on?
[AGENT][NEUTRAL] Well, online service center has changed, but Ms. [PII], what is the group number you're calling from?
[CUSTOMER][NEUTRAL] I need
[CUSTOMER][NEUTRAL] OK baby, the group number is 257-07.
[CUSTOMER][NEUTRAL] I think this happened to me last time and I had to pay it over the phone because something happened with your your your.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Online service and it's still evidently messed up.
[AGENT][NEUTRAL] Have you set up a new account on our more updated online service center?
[AGENT][NEUTRAL] Because it asks for.
[CUSTOMER][NEGATIVE] What is no, they didn't tell me to do that.
[AGENT][NEUTRAL] OK. You
[AGENT][NEUTRAL] Yes, ma'am. You have to set up a new account on our online service center since they've been updated.
[CUSTOMER][NEUTRAL] Does it say create your OSC account?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I'm, I'm an insured or I'm a pro I'm a group, right?
[AGENT][NEUTRAL] Your group, yes, ma'am. And, um, verify the group mailing I'm not, uh, verify the group mailing address and phone number and your email address, please.
[CUSTOMER][NEUTRAL] OK, well don't, don't go anywhere let's see.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 317 Griffin Lane.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and the phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I'm hitting group but it it ain't going nowhere. Oh, next stupid group number. OK. I was wondering I said I don't understand what's going on because they didn't tell me that before.
[AGENT][NEUTRAL] Oh, I'm sorry. You had called before with uh trouble on the online service center?
[CUSTOMER][NEUTRAL] No, that's OK. Yes, I did.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yes, ma'am, I did.
[CUSTOMER][NEUTRAL] And nobody told me that and I went, OK, look.
[CUSTOMER][NEGATIVE] I ain't got time for all this. I like to do my job, get it over with and go, you know what I mean?
[AGENT][NEUTRAL] Oh no, I understand for sure.
[CUSTOMER][POSITIVE] Well you got a whole bunch of stuff to do.
[CUSTOMER][NEGATIVE] Error.
[CUSTOMER][NEUTRAL] What's the error?
[CUSTOMER][NEUTRAL] Unless it doesn't, uh, because it doesn't have an H, I guess that's it.
[CUSTOMER][NEUTRAL] 257
[CUSTOMER][NEGATIVE] Oh group number 07, that's the error.
[CUSTOMER][NEUTRAL] OK, [PII], I'm getting ahead of myself evidently.
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] No user was found with the information that was entered, OK, you see, here we go.
[AGENT][NEUTRAL] Let's see, give me one moment.
[CUSTOMER][NEUTRAL] Oh, hold up.
[CUSTOMER][NEGATIVE] I see another error. Hold up. It could be me.
[CUSTOMER][NEUTRAL] Alright, now it says continue.
[CUSTOMER][NEUTRAL] I'm sorry, it was me.
[AGENT][NEUTRAL] Yes, ma'am. Oh no, you're fine and then it's gonna ask for your email address to where I send you a verification code and once you enter that verification code and enter your new password and confirm that password, you should be set up.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, let me put the password in there, hold up.
[CUSTOMER][NEUTRAL] Let me change this, and it's gonna be my email address.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] See, because it wasn't before.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I kept thinking what, what, what, what is the problem here?
[CUSTOMER][NEUTRAL] OK then my password.
[CUSTOMER][NEUTRAL] Just gonna put the powder.
[CUSTOMER][NEUTRAL] Display name? What name?
[AGENT][NEUTRAL] Uh, you can disregard display name and the other part, just the.
[CUSTOMER][NEUTRAL] OK, and just it's got [PII] [PII] oh it's it's.
[CUSTOMER][NEUTRAL] Evidently did OK let's see.
[CUSTOMER][NEUTRAL] Claim not verified email address.
[CUSTOMER][NEUTRAL] I got [PII].
[CUSTOMER][NEUTRAL] What's the problem now?
[AGENT][NEUTRAL] That I'm not sure. What is, what error is it saying?
[CUSTOMER][NEUTRAL] Oh, send barrica.
[AGENT][NEUTRAL] Yes, ma'am. It's gonna email verification code to that email address.
[CUSTOMER][NEUTRAL] Hold hold up.
[CUSTOMER][NEUTRAL] Oh, wait. OK, let's see, I should be getting it.
[CUSTOMER][NEUTRAL] Hadn't gotten it yet. Come on.
[CUSTOMER][NEUTRAL] OK, now why am I not getting the code?
[CUSTOMER][NEGATIVE] I hate doing this crap. It takes.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] You might need to check your spam folder to see if it's in there.
[CUSTOMER][NEUTRAL] No, it is not gonna be in a spam folder.
[CUSTOMER][NEUTRAL] Uh, let's see if it's here now might just take a while.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh let's see on behalf couldn't recognize.
[CUSTOMER][NEUTRAL] Oh, your code is [PII] OK [PII].
[CUSTOMER][NEUTRAL] [PII] finally.
[CUSTOMER][NEUTRAL] Email, I'm not verified change email. Why do I have to change my email?
[AGENT][NEUTRAL] Uh, that I'm not sure.
[CUSTOMER][NEUTRAL] Oh, it says now you can continue.
[CUSTOMER][NEUTRAL] Yeah, it says all these different things. You don't know what to think.
[CUSTOMER][POSITIVE] Just gonna save this, OK, now I agree to the terms right, continue.
[CUSTOMER][NEUTRAL] Oh, I agree to private policy. Jesus Christ.
[CUSTOMER][NEUTRAL] OK, go to dashboard, continue now I have to log in again?
[AGENT][NEUTRAL] Uh, each time that you log in, you have to put in your password and then they'll send a verification code or email address, and they'll send a verification code to that email address.
[CUSTOMER][NEGATIVE] You've got to be kidding me. What, what's going on with this? Why is this so difficult now?
[CUSTOMER][NEUTRAL] I never had to do all this. Can I ask you why?
[AGENT][NEUTRAL] Because they changed the system.
[CUSTOMER][NEUTRAL] Or do you know?
[CUSTOMER][NEUTRAL] Understand that, but why?
[CUSTOMER][NEGATIVE] What is the reasoning for all this code, code, code? It takes you forever to do anything.
[AGENT][NEUTRAL] Well, for the verification code is for your privacy, make sure like if someone was to, I guess hack into your system and you can put in verification code to the email address, verify that it is correct.
[CUSTOMER][NEUTRAL] [PII] oops.
[CUSTOMER][NEGATIVE] Understand this, but there must be another reason for this, all this insurance crap.
[CUSTOMER][NEUTRAL] OK, now I got continue.
[CUSTOMER][NEUTRAL] Dashboard.
[CUSTOMER][NEUTRAL] Access product details managing yeah what do you think I wanna do?
[CUSTOMER][NEUTRAL] File a claim. I don't wanna file a claim.
[CUSTOMER][NEUTRAL] Just sit next?
[CUSTOMER][NEUTRAL] And hit next again.
[CUSTOMER][NEUTRAL] Next again
[CUSTOMER][NEUTRAL] I mean really.
[CUSTOMER][NEUTRAL] My group, that's all I want. I just wanna.
[CUSTOMER][NEUTRAL] OK, how do you pay the bill?
[AGENT][NEUTRAL] Uh, if you go to dashboards, give me one moment to pull up, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], they made this difficult. This was not this difficult before.
[CUSTOMER][NEGATIVE] I got dashboard. I hit it but nothing's happening.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Oh active.
[CUSTOMER][NEUTRAL] Go to group
[AGENT][NEUTRAL] Give me one moment, I'm trying to pull up a user guide.
[CUSTOMER][NEUTRAL] I don't wanna file a claim.
[CUSTOMER][NEGATIVE] I wanna pay bills and I don't have all day long to be doing this crap because this thing is.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It should be under my groups and then under the group detail there should be it's just a group details and then invoicing.
[CUSTOMER][NEUTRAL] Oh now I see it, but you go to my group.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Due to schedule maintenance, the ability to download your invoice is unavailable. You have got to be freaking kidding me.
[CUSTOMER][NEUTRAL] So how can I pay for a bill?
[CUSTOMER][NEUTRAL] I can do this one, can I pay that one?
[AGENT][NEUTRAL] Does it show an open invoice?
[CUSTOMER][NEUTRAL] Let's see, unable to find your invoice you're looking for.
[CUSTOMER][NEGATIVE] OK, I've got your customer service. Let me pay that bill. I've got you on the phone because I'm not doing this 19 times.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can't get an invoice right now. It says to contact you.
[CUSTOMER][NEGATIVE] I'm sorry, but this is very irritating.
[AGENT][NEUTRAL] Where you're from
[CUSTOMER][NEGATIVE] And I need a new invoice but I can't get it so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They evidently must be still working on this.
[CUSTOMER][NEUTRAL] System.
[AGENT][NEUTRAL] Uh, it could be, give me one moment.
[AGENT][NEUTRAL] See if that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I guess I could just get out of this, huh?
[AGENT][NEUTRAL] So this is for June.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] It's the invoice 639-0828.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well it should be let's see what this one is.
[AGENT][NEUTRAL] OK, it looks like this for the June invoice. Um, I can transfer you to a group billing representative, they can pay, uh, take a payment over the phone with a credit card, or I can email you a copy of the invoice and you can send a check via mail.
[CUSTOMER][NEUTRAL] No, I pay it over the phone.
[AGENT][NEUTRAL] OK, well, I can transfer you to.
[CUSTOMER][NEUTRAL] And I don't use a credit card. They they always just take it out of our account evidently you must have changed everything.
[AGENT][NEUTRAL] Besides the online service center mailing it or making a payment over the phone, but let me transfer you to a group billing representative and they'll be able to help you, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] OK, I'm sorry, but it's just really irritating right now.
[AGENT][NEUTRAL] I understand, yes ma'am.
[CUSTOMER][NEUTRAL] Uh. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. I have a group admin on the phone. She set up on the online service center but having issues. Now she wants to make a payment over the phone, and I told her it would be through credit card, and she said she never had to do it by credit card before on the phone.
[CUSTOMER][NEUTRAL] Yes, she is.
[CUSTOMER][NEUTRAL] What's your group number?
[AGENT][NEUTRAL] 257-07. And that's what I thought too, she, she's, she's a little hot.
[CUSTOMER][NEUTRAL] Mom.
[CUSTOMER][NEUTRAL] She can be hot all she wants. Um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Butler.
[CUSTOMER][NEUTRAL] Soly marketing.
[AGENT][NEUTRAL] Yeah, and it's Miss [PII], and I verified all their information.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][NEUTRAL] Looks like it's for the June invoice. Do you know that number?
[CUSTOMER][NEUTRAL] The invoice number no.
[AGENT][POSITIVE] OK. Well, all right, sweetie. Thank you. Have a good one.
[CUSTOMER][NEUTRAL] Mhm. You too.
[AGENT][NEUTRAL] Bye.