AccountId: 011433970860
ContactId: c29f5371-72da-428a-ad7b-5285439778c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430359 ms
Total Talk Time (AGENT): 163800 ms
Total Talk Time (CUSTOMER): 186359 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c29f5371-72da-428a-ad7b-5285439778c5_20250605T19:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Burkhart's tractor, and I went in to try to pay our premium and I noticed that there's like a new sign in.
[CUSTOMER][NEUTRAL] And I went to process our payment.
[CUSTOMER][NEGATIVE] And it said there was an error.
[AGENT][NEUTRAL] OK, were you able to log in?
[CUSTOMER][NEGATIVE] Well, I was like I'm trying to do it now so it says that it's sending a verification code to my email and then when I go to my email and then come back to the website it kind of like flips and saying that it's trying to log in so now it won't let me even log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, the reason I'm asking is because, so we launched a new website on last Friday and we've been having issues with it. Um, so each, um, account, even if you have the old one that used the username and password, for this one you're going to have to create a new OSC account with your email that's associated with your previous account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you, have you um clicked on the Create OSC profile?
[CUSTOMER][NEGATIVE] No, um, I don't think no because when I just clicked on it, it doesn't look like I did.
[CUSTOMER][NEUTRAL] OK, so if I go to group because that's what we are, right?
[AGENT][POSITIVE] Mhm, that's right.
[CUSTOMER][NEUTRAL] OK, so then next and then my group number I have everything right here so I just wanna make sure I get the bill paid.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, so I'm, I'm working as fast as I can.
[AGENT][POSITIVE] No, you take your time and while you're doing.
[CUSTOMER][NEUTRAL] And I go
[AGENT][NEUTRAL] Um, while you're doing that, may I have a good contact number in case we're disconnected and your group number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, sure, my group number is 16573, and I work remotely for the company, but this is the company cell phone number which is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so when I did that it says.
[CUSTOMER][NEUTRAL] OK, so maybe it's saying that there's because maybe it's under sales. I don't remember which email I had originally set it up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I can let you know. I just need you to verify the um group name, mailing address, and um
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Sure. OK. So the group name is Burkhart's Tractor and Equipment Inc. The address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] Thank you for that, and that is the email address that's associated with the group. So while you're um creating the account this initial time, um you would use your email, um.
[AGENT][NEUTRAL] And then if you have, you know, users that you'd like to add for your group, um, in terms of like other group contacts that can call or work on behalf of the group, you can manage the users once you're logged in.
[AGENT][NEGATIVE] You still may get an error message though.
[CUSTOMER][NEUTRAL] OK, so I tried to.
[CUSTOMER][NEUTRAL] Yeah, I did.
[AGENT][NEUTRAL] Yes, because we're
[CUSTOMER][POSITIVE] I got everything filled in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead. I'm sorry I didn't mean to cut you off.
[AGENT][NEUTRAL] Oh no, it's OK. Um, it's, it's not, so if you've tried to create that, I just wanted you to get to the creating the new account and seeing if the error came up. If you did still receive an error, um, I can go ahead and send it over to IT. It's not that you're doing, it's the whatever issues we're having from launching the new site, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What error message is it giving?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It says no user found with the information that was entered. Please try again if this error persists contact customer service.
[CUSTOMER][NEUTRAL] Option 4.
[AGENT][NEUTRAL] OK, and what browser are you using?
[CUSTOMER][NEUTRAL] Um, edge.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you prefer an email back or a call back?
[CUSTOMER][NEUTRAL] Um, either one, if there is a fix that I need or something I need to do and they wanna send me an email, that's fine.
[AGENT][NEUTRAL] All right, well, I will go ahead and
[CUSTOMER][POSITIVE] Or they can call. I, I'm good I'm.
[AGENT][NEUTRAL] Either or.
[CUSTOMER][POSITIVE] Yeah, I'm good with either one, yes ma'am.
[AGENT][POSITIVE] OK. Well, I am typing this up now to send to them so that we can try to work through these kinks for you and we do apologize for this inconvenience, um, but I want to thank you for your patience.
[CUSTOMER][NEUTRAL] OK, may I ask you, is there a way that I can make a payment over the phone for the, the account?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Um, before I transfer you over to group billing, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, you've been very helpful thank you very much. I appreciate all your efforts.
[AGENT][POSITIVE] Oh, you're very welcome. Well, thank you for calling APLW. I hope you have a great day and hold on one moment for your transfer, OK?
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good and how are you today?
[AGENT][POSITIVE] I'm doing good. Um, I have a group admin on the other line who needs to make a payment.
[CUSTOMER][NEUTRAL] Sure, what's the group number?
[AGENT][NEUTRAL] 16573.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. And this is for the cars tractor and tractor. Who am I speaking with? Am I speaking with [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I'll be glad to help. Thank you.
[AGENT][NEUTRAL] Alright, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Wonderful. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey, good afternoon,