AccountId: 011433970860
ContactId: c5db4d62-2a70-4373-94c4-6d40cdbc1179
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1344000 ms
Total Talk Time (AGENT): 484137 ms
Total Talk Time (CUSTOMER): 427961 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c5db4d62-2a70-4373-94c4-6d40cdbc1179_20250623T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name's [PII]. I just called in, um, but one of my accounts is having some issues, uh, getting logged in.
[CUSTOMER][NEUTRAL] Um, I can give you the account number. I think it's [PII]. It's BOS Solutions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I think we were just speaking actually about this.
[CUSTOMER][NEUTRAL] OK, yeah, got you. I just wanted to make sure. OK.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Is she still having
[CUSTOMER][NEUTRAL] Um, so he, he just got back to me and he said when he logs in under that email it says uh no account can be found.
[AGENT][NEUTRAL] And he cleared his cash, correct, before he tried?
[CUSTOMER][NEUTRAL] Uh-huh, they are.
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So I just put in the um group number and his email address and it it is letting me. So either he hasn't cleared his cash all the way correctly um or he needs to try again because it says complete your account set up. I mean, he can call me directly if he wants to and like we can finish this together, um, but the clear the cash is a uh setting for um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When he, when he gets all the way through, it's a cash and cookies option, those should both be clicked, and it should say for all time cause it gives you a like 3 months, 6 months, a year, like it gives you a timeline, then it needs to say all time.
[AGENT][NEUTRAL] Um, but that's probably what's missing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but
[AGENT][NEUTRAL] It it is, it is going through.
[AGENT][POSITIVE] But I'm happy to talk to him if he'd like to call me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's your um number that I can have him contacted if needs?
[AGENT][NEUTRAL] Of course, yeah, it's um.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, I'm gonna add him onto the call real quick.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] OK, can you both hear me? Yeah, yeah, no, I, I tried to even say I forgot my password and when I put my email address in it tells me that it's, it's not a valid account.
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Uh, when I used to log in, I had a user name and the username was [PII] It didn't require a password before. Now it's requiring a password and it does look a little different since the last time I logged in. I don't know if you did an update or something to your account, um.
[AGENT][NEUTRAL] Yeah, so, yeah, so [PII] we um created a we launched a new OSC and all communication was sent out that all accounts, brokers, agencies, groups and insured, it had to be recreated and it's no longer your username is no longer like valid it is strictly your email address so I see that the group has an account.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Pending right now. So did you get, did you go to the login and do create new OSC account and get through the steps?
[CUSTOMER][NEUTRAL] I did not get through the steps because when I put my email on record.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It did not come up, so what's the group number? Is that the 025156550?
[AGENT][NEUTRAL] No, the group number is 22117.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 22117 maybe that was the issue then all right so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And what about the phone number? Do you have my phone number, the [PII] number?
[AGENT][NEUTRAL] Um, so the
[AGENT][NEUTRAL] So the only thing you need to do is do the group number and your email address on record. Those two are asterisk. We're not gonna worry about anything else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, alright, so now I'm.
[CUSTOMER][NEUTRAL] Alright, so it's asking me, alright, so now I'm at least there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Get a
[AGENT][NEUTRAL] So you should be able to put your email address in and then um send verification code.
[AGENT][NEUTRAL] Sometimes it takes a couple seconds, sometimes a couple minutes. You'll put in your verification code and then fill out your new password. For all of the names listed, just put your first name.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can, um, I think it's like name given name and surname or something.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] That's my junk here hold on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, there it is. I just showed up the verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] OK, so it's asking me for a password.
[AGENT][NEUTRAL] Mhm, this is gonna be the password that you sign in.
[AGENT][NEUTRAL] Like for the account.
[CUSTOMER][NEUTRAL] Yeah, alright, so.
[CUSTOMER][NEUTRAL] And then my last name?
[AGENT][NEUTRAL] Uh, just do your first name. You can do your whole name if you would like. It's.
[CUSTOMER][NEUTRAL] For even for uh surname?
[AGENT][NEUTRAL] But yeah, you can just all your just all your first name.
[AGENT][NEUTRAL] Just so we know who actually has access to the account and who has created it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says my account was successfully created, so now I gotta log in.
[AGENT][NEUTRAL] So go, mhm, yeah, go one more step. It's gonna ask you, yup.
[CUSTOMER][NEUTRAL] Uh, it's asking me for a verification code again, [PII].
[AGENT][NEUTRAL] It always will. Mhm. We've, yeah, we.
[CUSTOMER][NEUTRAL] Like, so every login that's gonna, oh, and there's nothing we can do with like paying ID or anything like that. Do you guys offer a, a direct like ACH payment system?
[AGENT][NEUTRAL] Yes, every log in you will have to do a verification code.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Like for like for commissions, is that what you're saying?
[CUSTOMER][NEUTRAL] Or are we still with the Flintstones?
[CUSTOMER][NEUTRAL] No, no, for, for me to make a premium payment, I'm the, I'm the insured, I'm the.
[AGENT][NEUTRAL] You're the group contact, correct? Like you're
[AGENT][NEUTRAL] Oh, and you're also insured, is that what you're saying?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm the group
[CUSTOMER][NEUTRAL] I'm the group
[CUSTOMER][NEUTRAL] Administrator if you will, for the group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And of course an insured.
[AGENT][NEUTRAL] Yeah, so you can set up through your bank, you can set up where like payments get processed every month.
[CUSTOMER][NEUTRAL] Yeah, mine, yeah, mine doesn't offer, mine doesn't offer that, so I, I, everyone else that I pay has a like a direct bill pay.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh thing where you just.
[CUSTOMER][NEUTRAL] Draft to do an ACH draft right from my account.
[AGENT][NEUTRAL] Yeah, so we're, we don't do, we don't take money out of people's account that's, we don't do that like you can set it up the opposite way, but we won't take premium because we have so many different uh groups and and different people who pay like arrears, different like we wouldn't, we're not, we wouldn't do that. The whole purpose of the verification code is because we have made this more secure.
[AGENT][NEUTRAL] And and being able to not just let anybody into these accounts.
[AGENT][NEUTRAL] By having an email and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Verification code.
[CUSTOMER][NEUTRAL] Now how do I make a, how do I make a payment?
[AGENT][NEUTRAL] Mhm, so are you logged in?
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you can go to um you can click on your group.
[AGENT][NEUTRAL] I think it's on the left hand side. I'm not seeing this, so I'm just doing this from memory, so bear with me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it says due to scheduled maintenance, the ability to download your invoice is unavailable at this time.
[AGENT][NEUTRAL] OK, do you mind sending me a screenshot of that because that might be an IT issue at this point and I might have to get the IT um team involved.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I'll, I'll send it to [PII], um.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] Yeah, I can email it too.
[CUSTOMER][NEUTRAL] What email do you want to send to [PII]?
[AGENT][NEUTRAL] Yeah, [PII] excuse me, [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Are you needing to pay an invoice currently like at this moment?
[CUSTOMER][NEUTRAL] I, I think so.
[CUSTOMER][NEUTRAL] Uh, it looks like there's.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Do you pay with a credit card or a debit card because I can get you over to our billing department and you can pay over the phone that way.
[CUSTOMER][NEUTRAL] Um, well, hold on, that's, yeah, unable to find the invoice you're looking for, so that's another one.
[AGENT][NEUTRAL] Or by check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Uh, shit, hey, [PII], can I send you the the card and you just have, I, I don't, I thought I had paid a whole bunch of these, and I can't figure out why it didn't take. Yeah, um, yeah, yeah, it's, it's now, yeah, every time I click on the invoice it says unable to find the invoice if this error persists call customer service, so things are kind of buggered up, I guess so.
[CUSTOMER][NEUTRAL] Uh, yeah, let me.
[CUSTOMER][NEUTRAL] Morgan, I'm sending the email for the uh screenshot right now.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Mhm, no problem.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] So are these last 4 unpaid on there too, is that what that's saying? Just I, I believe so. I, I don't know. It won't let me click on it. It's, it just, those are, I don't know if it just loads the most recent invoices or what.
[CUSTOMER][NEUTRAL] You know what I'm saying? Yeah.
[CUSTOMER][NEUTRAL] Are you able to see Morgan which, which you're still currently not paid?
[AGENT][NEUTRAL] Um, I don't have access to the exact, um, like what he's seeing, but let me see if I can pull, um, let me see if I can find.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And they have my ACH info on the account, so I, I that's.
[AGENT][NEUTRAL] Um, so according to what I show, it looks like.
[AGENT][NEUTRAL] Were paid up until [PII].
[CUSTOMER][NEUTRAL] Oh, OK, well then we need to get some invoices paid. I, I didn't realize that so.
[AGENT][NEUTRAL] Um, I can send the invoices, um, to [PII] once he sends me this email, and then he can forward them to you.
[CUSTOMER][NEUTRAL] Well, I don't, I don't need to see it. I just need to pay it. I, I mean, I'm not, I'm not concerned that there's something wrong with them.
[AGENT][NEUTRAL] Yeah, I can
[AGENT][NEUTRAL] Sure, I mean I can get you over to the billing department and you can pay over the phone if you have a credit card or debit card at this point or if you want to write a check we can do snail mail whatever's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Whatever is easiest.
[CUSTOMER][POSITIVE] OK, yeah, I guess if you, if you wanna just transfer us to billing we can do that way so it does, if you can handle that, I got a bu man, yeah, you're good. I got it. OK, thanks. Alright, bye bye, no problem.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][POSITIVE] OK, I'm gonna put you on a brief hold and I'm gonna get billing for us really fast. Yeah, of course, yeah, of course. Give me just a second.
[CUSTOMER][POSITIVE] OK, thank you for your help, [PII] I appreciate it yep.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[CUSTOMER][NEUTRAL] I'm OK. How about yourself?
[AGENT][NEUTRAL] I'm OK. I've been dealing um the last few minutes with a group. I'm gonna give you the group number 22117.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And I have [PII] on the phone I believe he's with the agency excuse me, um, and he was helping [PII], um, which is the group contact um we were working on setting up the OSC together and he got through but it's not letting him load his invoices.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so I told them that I could.
[CUSTOMER][NEUTRAL] Yeah, we can't they can't, yeah.
[AGENT][NEUTRAL] They can't yet.
[CUSTOMER][NEGATIVE] I mean they can see them but they're not able to download them yet.
[AGENT][NEUTRAL] OK, so we're still working on that?
[CUSTOMER][NEUTRAL] Yes ma'am, but I can send him, uh, invoices. Does it need to be to that [PII]'s email address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, so [PII] is on the line and he's, it looks like they're not paid from, it looks like they're paid up until March, so he's ready to pay them like with a credit card or a debit card that he has.
[CUSTOMER][NEUTRAL] OK, so I don't see a dog anywhere on their information.
[CUSTOMER][NEUTRAL] You said he's with the agent?
[AGENT][NEUTRAL] Yeah, let me put you on hold and let me go back to him and just make sure. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII], are you still with me?
[CUSTOMER][NEUTRAL] Yeah, still there.
[AGENT][NEUTRAL] Are you um are you with the agency?
[CUSTOMER][NEUTRAL] Yeah, I mean, I'm, I'm under JS Sherman and Associates, uh, with I guess [PII] or whatever you wanna call it.
[AGENT][NEUTRAL] OK, so you're with JS Sherman and Associates?
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] OK, give me just a second, OK?
[CUSTOMER][POSITIVE] Sure, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], he's with the agency JS Sherman and Associates.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I just don't know how to, I wouldn't know how to I mean I'm not saying that I just sorry I'm not making any sense. I need to verify him in some way. I wouldn't be able to give him any information about the amount of the invoices or anything like that.
[CUSTOMER][NEUTRAL] Because like the email address we have from [PII] is an Outlook email and I just I can't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just don't know how to verify him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Yeah, because it's an Outlook address. I can't, I can't verify that he's with the group.
[AGENT][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] If you send
[CUSTOMER][NEUTRAL] If you can give me
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Like if I get an email from the [PII] address, it's, it's the, the agent's address. I can definitely talk to him but.
[AGENT][NEUTRAL] Like the email address you mean?
[CUSTOMER][NEUTRAL] Right now, I have
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] If he can just give me an amount to pay and I, I mean, I'm like, I can't get him any information. I can take a payment, but I wouldn't be able to discuss anything about the invoice, the amount or anything with them.
[AGENT][NEUTRAL] OK, give me just a second, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][NEUTRAL] Hey [PII], sorry about the wait. OK, so billing is saying um we obviously know that you're with [PII] and Associates, but you're just not showing anywhere on our account information. Do she said that the only way that she'd be able to take a payment over the phone is if you could verify an amount for it, but she wouldn't be able to discuss anything like with you if you had the information she would be able to accept it like if you already know.
[CUSTOMER][NEUTRAL] Oh, it's
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The amount of the bills that are due.
[AGENT][POSITIVE] Yes, exactly.
[CUSTOMER][NEUTRAL] Yeah, I mean they're for 1348 54 each.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I, I don't know, I can't tell how many of them are paid unpaid. I, I guess that I don't know. Um, would it help if I got [PII] on the phone?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me try calling him real quick.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], he's gonna get [PII] on the phone.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, bear with me. Sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he's obviously [PII] is the AOR so he would be able to.
[AGENT][NEUTRAL] To help, just a second.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK, can you both hear me? Hello? yep.
[AGENT][NEUTRAL] I can. Hi, it's [PII] with APL. How are you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] Hi, I'm good how are you?
[AGENT][NEUTRAL] I'm good. I'm gonna put you on a brief hold and I'm gonna get you, um, I'm gonna join you with billing. Um, her name is [PII]. Give me just a second, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], um, he's on the phone.
[AGENT][NEUTRAL] [PII], um, you want me to join you and then you can verify that way?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you I appreciate you.
[CUSTOMER][NEUTRAL] Yes ma'am. I think they just need you on since you're on the account so. All right. Hi.
[AGENT][NEUTRAL] All right, I have [PII] from billing on the phone.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi [PII], how you doing?
[CUSTOMER][POSITIVE] I'm doing well how about you guys?
[CUSTOMER][POSITIVE] Good we're good