AccountId: 011433970860
ContactId: d329192c-deaa-4101-8f84-e5864d8a9444
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258480 ms
Total Talk Time (AGENT): 80574 ms
Total Talk Time (CUSTOMER): 129223 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d329192c-deaa-4101-8f84-e5864d8a9444_20250624T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from
[CUSTOMER][NEUTRAL] Brownells or Second Adventure Payroll Services. I don't know which name you have our company under, um, but I was trying to log in to our account and it looks like there is, um, it's a new login type.
[CUSTOMER][NEUTRAL] And for some reason,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] For some reason, it is not recognizing.
[CUSTOMER][NEUTRAL] Um, any of my emails when I go with, uh,
[CUSTOMER][NEUTRAL] Forgot password. I can get a verification code and once I get it in, then when I continue it says the user with the specified credential couldn't be found.
[CUSTOMER][NEGATIVE] Um, when I tried to create a new OSC account, it wouldn't, it wouldn't recognize anything either.
[AGENT][NEUTRAL] OK what
[AGENT][NEUTRAL] OK, let's start with your group number.
[CUSTOMER][NEUTRAL] So is that the group SIC or is.
[CUSTOMER][NEUTRAL] Is it a 4 digit number or a 5 digit number?
[AGENT][NEUTRAL] 4 or 5.
[CUSTOMER][NEUTRAL] OK, um, 5941.
[AGENT][NEUTRAL] Alright, let's try the 5.
[CUSTOMER][NEUTRAL] 252-37. I have that listed as a policy number.
[AGENT][NEUTRAL] uh
[AGENT][NEUTRAL] Alright [PII], can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you and who is the contact person we should have on file?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] All right, and what is the contact email we should have?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have a different one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. No, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, ma'am. We have [PII].
[CUSTOMER][NEUTRAL] That's a really, really old. I've been here for 3 years and we haven't had that email address. I apologize. That just hasn't been updated in your records.
[AGENT][NEUTRAL] OK, so what you'll um need to do first before you can register with the online service center [PII] is, uh, send us an email with updated uh contact email and and phone number so we can get that updated in our system and once that's done you'll be able to register with the new online service service center.
[CUSTOMER][NEUTRAL] OK, did I miss an email?
[CUSTOMER][NEUTRAL] That told us there was gonna be a change.
[AGENT][NEUTRAL] There should have been an email that sent out, but I have not actually been told for sure yes or no on that. Um, I've been asked, I have asked and uh I would assume there was some kind of correspondence sent out emailed out or something, but again I, I can't say yes or no on that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if it was emailed it would have gone to the [PII] because that's the one we have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm, I missed it.
[CUSTOMER][NEUTRAL] But I still get, I get emails at [PII] and then our people team at seconded, oh, you know what? I'll bet [PII] gets forwarded to people team.
[CUSTOMER][NEUTRAL] I'll bet. OK, that was probably done internally, so OK, I will, I just need to send that to the care team then.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I will get that done right away then.
[AGENT][POSITIVE] All righty, [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] You too [PII] thank you bye bye.
[AGENT][POSITIVE] Thank you.