AccountId: 011433970860
ContactId: cd027ca1-6c8c-4143-b0c3-25105df61ca1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1006570 ms
Total Talk Time (AGENT): 360418 ms
Total Talk Time (CUSTOMER): 382377 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/cd027ca1-6c8c-4143-b0c3-25105df61ca1_20250602T19:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing today? My, my name is [PII]. Um, I am the employer, uh, but we use a broker. I've always had a login and a password to get into American Public Life [PII] to log in so I could pay my bills, but now it's not giving me access.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], so you're the um group administrator and you're trying to log into the portal, is that correct?
[CUSTOMER][NEUTRAL] Yeah, correct, it's taking me to a new page.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEGATIVE] And then when I go log in before I you had a username that was asking me for an email so I put my email and then it's telling me to send me a code and I give it the code and it tells me no so I, I don't know what to do.
[AGENT][NEUTRAL] OK, so you, OK, so what I, I'm gonna try and help you with this one. First, I'll need to get um the group's information pulled up. I'll have to verify some things with you for security purposes. So if you would first give me a good callback number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Call back callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what is the group number, please?
[CUSTOMER][NEUTRAL] The group number, uh, I would have to look him to have that. I don't have it on hand. Uh, oh wait, if I have my, my, my card for my ID would have the group number, right?
[AGENT][NEUTRAL] Uh, it should. Uh-huh. In addition to your personal policy number, it should have your group number on it.
[CUSTOMER][NEUTRAL] Hold on one second, let me pull it out.
[CUSTOMER][NEUTRAL] Uh, group number 20642.
[AGENT][POSITIVE] OK, one, thank you. Give me a couple of moments please to get the group's information pulled up.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, one, so first off, if you would please verify the name of the group and the group's address.
[CUSTOMER][NEUTRAL] Uh, the address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the name of the group? Uh-huh.
[CUSTOMER][NEUTRAL] The group names it it's either under Sebastian KP Enterprises or Reef Tropical Landscape or Reef Tropical.
[AGENT][NEUTRAL] Thank you, and then your email address that we have on file.
[CUSTOMER][NEUTRAL] I believe the one that you have on file is [PII].
[AGENT][POSITIVE] OK. Yes. Thank you.
[CUSTOMER][NEUTRAL] Because that's where it comes in when I get copies of invoices.
[AGENT][NEUTRAL] Yes, sir. OK, thank you. And then lastly, the phone, the primary phone number that we would have on file for the group, it is the number we have is different than the one you gave me is your callback number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To be the regular landline for the office uh [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK thank you yes sir that is what we have on file OK so yes there were some updates made to the portal so you will have to set up a new profile. So are you where you can try and do that with me so we can kind of walk through and see where the issue is coming into play and if I'm not able to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To resolve it, then I'll have to send some information to have it looked at. So first off, what I want.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So you want me to go to where it say?
[AGENT][NEUTRAL] Right, but first,
[CUSTOMER][NEUTRAL] You want me to go to where it says create create your OC account?
[AGENT][NEUTRAL] Yes, but first I want you to clear your browser history and your cache.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do that first.
[AGENT][NEUTRAL] And then which browser are you using one?
[CUSTOMER][NEUTRAL] It's Chrome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just going through, like I said, some.
[CUSTOMER][NEUTRAL] Google Chrome.
[AGENT][NEUTRAL] Some questions that
[AGENT][NEUTRAL] I will have to forward on if we're if we're not successful in getting this set up.
[CUSTOMER][NEUTRAL] OK, give me one minute here.
[AGENT][POSITIVE] Oh yeah, no, no worries. Take your time because.
[AGENT][NEUTRAL] It's probably gonna take us a few minutes to walk through these scenarios.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And I'm trying to pull up some additional information to one.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] Alright, I've done everything you asked. I'm coming into, oh, I clicked again where I usually go, which is for American Public Life, and it's welcome to online service center.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. So you should see there's a lady with a blue background. She's got a black sweater on, right?
[CUSTOMER][NEUTRAL] Yeah, and you told me that's you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's not me. That's not me. Uh, so what we're gonna, so, yeah, let's just start there.
[CUSTOMER][NEUTRAL] OK, get that. Alright, so you want me to go create, create your.
[AGENT][NEUTRAL] Alright, give me just a second. Let me look at, let me look at one thing as far as on the group level because each piece is a little different.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, give me just a second.
[CUSTOMER][NEUTRAL] Is it?
[CUSTOMER][NEUTRAL] Moving on up, you know what I'm saying.
[CUSTOMER][NEUTRAL] Eventually it's gonna be no, but then I'm gonna have to go back to like 4 or 5.
[CUSTOMER][NEUTRAL] To see where you are.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And now I can't find what I'm looking for one. I'm so sorry about the delay. Just.
[CUSTOMER][NEUTRAL] That's OK, that's OK.
[CUSTOMER][NEUTRAL] Um, 50 to $80.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so let's just try this. Um,
[AGENT][NEUTRAL] So yes, try start with create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] I'm sorry. I'm sorry I'm sorry that I'm stammering. I'm just trying to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got patience, no big deal.
[AGENT][NEUTRAL] Cause it's, it's new for all of us.
[AGENT][NEUTRAL] OK, so once you click on create the OSC.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Then you're gonna select group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, next.
[AGENT][NEUTRAL] And then click next, mhm.
[CUSTOMER][NEUTRAL] pull my thing out again because it's gonna ask me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Group number is 206.
[AGENT][NEUTRAL] Uh-huh, it's
[AGENT][NEUTRAL] 52 mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 420642.
[CUSTOMER][NEUTRAL] Zip code is [PII]. Phone number you want me to put the office.
[AGENT][NEUTRAL] Now this
[AGENT][NEUTRAL] Now, I was gonna say, it doesn't have, I, I can see that it doesn't have an asterisk by it, but
[AGENT][NEUTRAL] We can try it both ways, but I'm gonna say to go with this 305 number that you verified, since that's the primary number on file for the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. City, uh.
[CUSTOMER][NEUTRAL] [PII] city.
[CUSTOMER][NEUTRAL] Email on record.
[CUSTOMER][NEUTRAL] [PII] select state. Last time I checked was [PII] and we hit next.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Complete your account set up, continue.
[AGENT][NEUTRAL] Is that farther than you got before?
[CUSTOMER][NEUTRAL] Oh yeah, uh, verification, well, I didn't try, I, I, I didn't, I didn't try to set up.
[AGENT][NEUTRAL] I said, oh yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't try to set up a new account. I was so email, uh, verification let's say.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Email repo builders.
[AGENT][NEUTRAL] Yeah, cause there's gonna be a couple of extra steps. Yes, it, it should send you a code. You'll have to put that code in again one, maybe, I think maybe you're gonna have to put that in twice. It's kind of like a two-factor authentication.
[CUSTOMER][NEUTRAL] And verification code.
[CUSTOMER][NEUTRAL] Yeah it's gonna be a problem if it wants to send me a text though because that number it's the old office number which was a landline.
[AGENT][NEUTRAL] I think it's going to email. I think it's going to, I don't think it's going to text you, but again,
[CUSTOMER][NEUTRAL] No, it's asking for an email verification, but I had closed all my browser so I can, I'm opening my email again now.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Maybe a box if I'm looking on my phone.
[CUSTOMER][NEUTRAL] Everything nowadays is so.
[CUSTOMER][NEUTRAL] Even my email ask for two step on [PII] verify code.
[CUSTOMER][NEUTRAL] Uh, it says new password confirmed password.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Display name.
[CUSTOMER][NEUTRAL] Uh, that's just my name.
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] Mhm. Uh, I'm gonna say yes.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] Give a name one.
[CUSTOMER][POSITIVE] That's funny and surname, I don't have one surname so I could I hit continue.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, yeah, I think, I don't think all that's, I don't even see all of that, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please wait.
[CUSTOMER][NEUTRAL] I agree to the terms of use. I agree to the private policy. Continue the.
[CUSTOMER][POSITIVE] Your your account has been successfully created. Go to dashboard.
[CUSTOMER][NEGATIVE] Now it's asking me to log in again.
[AGENT][NEUTRAL] Mhm. Yes, and that's kind of, that's again part of it.
[CUSTOMER][NEUTRAL] Banbury [PII] so yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I gotta go email again and wait to send me another verification code.
[CUSTOMER][NEUTRAL] Do do do
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] Let's see here [PII].
[CUSTOMER][NEUTRAL] Oh I go.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] Dashboard I dashboard.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] You know you guys have to make a challenging change in and up at the last minute so I can uh try to figure this out.
[CUSTOMER][NEUTRAL] So if I go to my group uh invoicing I see here.
[CUSTOMER][NEUTRAL] And hopefully all my payment information is kept, but we'll find out.
[AGENT][NEUTRAL] Yes, I, I.
[CUSTOMER][NEUTRAL] OK, alright, I think I got, I think, I think, I think I got it from here.
[AGENT][NEUTRAL] OK, so if you do, if once you get a little farther into at least you have it set up now, but if you have any issues with accessing your invoices or submitting payment, anything like that one, give us a call back so that we can, you know.
[AGENT][NEUTRAL] Look further into that, we'll get some additional information on what where you're getting your error and what the message is so that our IT department we can look into it for you.
[CUSTOMER][NEUTRAL] OK, I have one last question for you.
[AGENT][NEUTRAL] Sure, yes, sir.
[CUSTOMER][NEUTRAL] I, I'm, I'm listening to that twine, you have the southern accent. Where are you from?
[AGENT][NEUTRAL] Ah, could you?
[CUSTOMER][NEUTRAL] And I'm only, I'm only asking, I, I'm only asking because my wife is from [PII].
[AGENT][NEUTRAL] Well, I am from [PII].
[CUSTOMER][POSITIVE] [PII], OK, that's a nice area.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I live in [PII], so it's, it's really hot down here, so we could use some of your services.
[CUSTOMER][POSITIVE] That's a nice area.
[CUSTOMER][NEUTRAL] Uh, it's, it's, it's very hot down here, trust me, today was, was the scorch out.
[AGENT][NEUTRAL] Yeah, I know it is.
[AGENT][NEUTRAL] I know that it is.
[CUSTOMER][POSITIVE] Alright, well it was a pleasure talking to you. It was a pleasure talking to you. Thank you.
[AGENT][POSITIVE] Well, it was a pleasure.
[AGENT][NEUTRAL] Uh, well, thank you very much. And like I said, [PII], because this is new, this roll out just took place, you know, if you're, if any, any troubles, um, just call us back and we'll, we'll go from there as far as, you know, what the issue may be.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] OK. All right. Well, thank you so much for calling APL. I hope you have a wonderful rest of your afternoon and, and I really enjoyed speaking to you.
[CUSTOMER][NEUTRAL] Uh, wait, wait, don't go away, uh, shoot.
[CUSTOMER][NEUTRAL] Alright, I'll try it again. It gave me an application error to uh to make the payment, so I'll I'll try it again and see what happens.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, do you, I mean, do you want to do that while you're still on the phone with me? Or do you want to just, I mean,
[CUSTOMER][NEUTRAL] Yeah, I, I, I, I'll try one more time and if it doesn't work I'll give you guys a call.
[AGENT][NEUTRAL] OK. Well, that'll be fine and we'll be here until [PII] Central time.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] OK, well, you're welcome, [PII], and again, thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you very much bye.
[AGENT][POSITIVE] Hm. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK.