AccountId: 011433970860
ContactId: c06dd45e-632c-4c60-b32b-36e483418a1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223119 ms
Total Talk Time (AGENT): 68035 ms
Total Talk Time (CUSTOMER): 115645 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c06dd45e-632c-4c60-b32b-36e483418a1e_20250603T22:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I'm calling about our group policy. We're new with you guys and I, I think we had a couple of issues getting our account, uh, first billing, first bill, and we just received the bill and I spoke with someone like a week and a half ago and uh we're still having trouble logging in so I need to do two things.
[CUSTOMER][NEUTRAL] I need to pay the bill and I need to um see what we have to do to get our accounts set up so we can obviously use your online portal.
[AGENT][NEUTRAL] OK. And what is your name and the group number, please?
[CUSTOMER][NEUTRAL] My name is [PII] and the group number is 26986.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I think someone just called a few moments ago, um, and Miss, uh, [PII], verify the group mailing address, your email address, and the group phone number, please.
[CUSTOMER][NEUTRAL] My email is [PII] and the mailing address is [PII].
[AGENT][NEUTRAL] OK, um, you'll have to set up as a new account.
[AGENT][NEUTRAL] If you go on to the site at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you would need to select, uh, let me go back, create your, uh, OSC account.
[CUSTOMER][NEUTRAL] We've tried that.
[CUSTOMER][NEUTRAL] And uh I've already done all that and I got and I spoke with someone on the phone a week and a half ago and they gave me a username.
[CUSTOMER][NEGATIVE] And I thought it was set up at that point, but I'm trying to put in my email and stuff and it's saying that it's not, it's not recognizing in the email.
[AGENT][NEUTRAL] Uh, no, ma'am, you have to do it as a new user. They just, um, updated our online service center this weekend.
[CUSTOMER][NEUTRAL] I did, I did.
[CUSTOMER][NEGATIVE] I did, I did that and so I, so I, I, I, I stopped trying to fool with what they sent me as a new user and I went in and tried to create a new user but it asked you for that email and it's telling me that it's not recognizing any of that information.
[AGENT][NEUTRAL] What email address are you using?
[CUSTOMER][NEUTRAL] The one I just gave you, [PII].
[AGENT][NEUTRAL] OK, that is the correct email address we have.
[AGENT][NEUTRAL] Um, I can send a request for a representative to either call you or email you to assist you with setting up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, and, and the, the.
[CUSTOMER][NEUTRAL] I've received a pamphlet for, you know, that has the instructions on how to create a new user and that's different than what is on your website and one it doesn't have it right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am because our website just changed this weekend.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] We can't set up our account today and we can't pay the bill today.
[AGENT][NEUTRAL] Uh, if you like, they can take it over the phone or you can mail in the payment.
[CUSTOMER][POSITIVE] OK, all right, OK, thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.