AccountId: 011433970860
ContactId: d84c4937-d3b2-42c6-a71a-87819d493d80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1250949 ms
Total Talk Time (AGENT): 258855 ms
Total Talk Time (CUSTOMER): 484089 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/d84c4937-d3b2-42c6-a71a-87819d493d80_20250604T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling PL billing. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Hi how are you doing this morning?
[AGENT][POSITIVE] I'm doing fine, thank you for asking. How are you?
[CUSTOMER][NEUTRAL] I'm OK, but uh.
[CUSTOMER][NEUTRAL] I had spoken with a [PII] last week.
[CUSTOMER][NEUTRAL] I made some arrangements on payment and I was to pay an invoice on Saturday and when I went to go online to do so.
[CUSTOMER][NEUTRAL] You guys have changed your system.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] can no longer log in and then I spoke to a.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I spoke with someone on Monday first thing in the morning. I'm just looking for a name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII], I think.
[AGENT][NEUTRAL] Um, I'm not sure. What's your group number?
[CUSTOMER][NEUTRAL] Group number is.
[CUSTOMER][NEUTRAL] 21089 and she was to give me a call back.
[CUSTOMER][NEUTRAL] Which didn't happen and then at [PII] I got an email from the care team telling me I need to set up this new account but I can't seem to manage to get that done so that I can get set up and go in and make that payment and I wanna make sure.
[CUSTOMER][NEUTRAL] That I can do that so that the group doesn't get canceled.
[AGENT][NEUTRAL] OK, I can help you with that. And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. And what is a good callback number just in case we get disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] And that's my fault.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, and that's my cell phone.
[AGENT][NEUTRAL] Mm thank you so much. All right, [PII], so you're calling because you're trying to set up a new online service center, is that correct?
[CUSTOMER][NEUTRAL] Yeah, whatever I need to do so that I can continue to access the account online.
[AGENT][NEUTRAL] OK, that's not a problem. I can help you with that. Um, can you verify the address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] I might have changed it last week, but is it still listed as [PII].
[AGENT][NEUTRAL] I do have that address, but I also have a billing address as well.
[AGENT][NEUTRAL] That's different.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and I think it, uh, first of all that address needs to be changed and I kind of thought I changed it last week. Let me get you the other address that needs to be changed to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That would be.
[CUSTOMER][NEUTRAL] You have uh [PII].
[AGENT][NEUTRAL] I do have that address. Now, is that the address that it's supposed to be?
[CUSTOMER][NEUTRAL] That's what everything should be now because that other office we vacated as uh like two weeks ago and I was pretty sure that I did this last week but anyway.
[AGENT][NEUTRAL] No, that's fine. We can get that changed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so have you went online or, or where are you at whenever you get to the online service center?
[CUSTOMER][NEUTRAL] OK, so here's what I do.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, so I go to where you got.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I go to [PII] has backslash login.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, is that what I'm supposed to be wanting still?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] But you're gonna have to set up everything, reset up everything, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, but it's not.
[CUSTOMER][NEUTRAL] Well let me do that. OK, so now I get to this.
[CUSTOMER][NEUTRAL] New login screen that I had never seen before and it says log in or create your OSC account.
[AGENT][NEUTRAL] You're gonna create one.
[CUSTOMER][NEUTRAL] Yeah, I tried to do this Saturday.
[AGENT][NEUTRAL] You have to recreate it.
[AGENT][POSITIVE] And we were having issues and I think that they've gotten that resolved so um.
[CUSTOMER][NEUTRAL] OK, so I've.
[AGENT][NEUTRAL] You should be able to do it now.
[CUSTOMER][NEUTRAL] OK, so let me
[CUSTOMER][POSITIVE] Now I wanna go to giving me options here agency agent broker group insured provider we want group right?
[AGENT][NEUTRAL] Group.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I get back and it says the group number and that is 21089.
[AGENT][NEUTRAL] Now can you verify, will you verify the email address as well?
[CUSTOMER][NEUTRAL] Verify what?
[AGENT][NEUTRAL] Can you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much alright.
[AGENT][NEUTRAL] I just wanna make sure cause that's what you're gonna use.
[CUSTOMER][NEUTRAL] OK, so now I put the group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you put the group number in.
[CUSTOMER][NEUTRAL] I put in the group number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now it's ask me for the zip code. Now do I put the zip code of the address that I just gave you?
[AGENT][NEUTRAL] Try the 3 the [PII] cause I think it drives off of that one. I'll have to make sure.
[CUSTOMER][NEUTRAL] What it used to be.
[CUSTOMER][NEUTRAL] OK, got it. Now it's asking me for a phone number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's verify the phone number that we have on file, please?
[CUSTOMER][NEUTRAL] Probably it's not [PII], is it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, so it is mine, OK.
[CUSTOMER][NEUTRAL] OK, and [PII] for a city. OK, that's [PII].
[CUSTOMER][NEUTRAL] And then the email on record is wrong, it's populating wrong here so I wanna put in the HR, right?
[AGENT][NEUTRAL] It's putting in another email?
[CUSTOMER][NEUTRAL] It's, it's this is probably something to the computer. It's just throwing in a different email.
[AGENT][NEUTRAL] OK, put the uh put the one that you gave me because that's what it's gonna drive off of.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it's asking me for the state I'm gonna put in.
[CUSTOMER][NEUTRAL] Alright I'm heading next.
[CUSTOMER][NEUTRAL] And it says complete your account set up so I'll hit continue again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Now it's asking me for the email address and that's the HR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it's asking me for a password now.
[CUSTOMER][NEUTRAL] OK, so I just create a password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'm gonna create a password.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] It's not showing me the rules. Do I know the rules upper case, lower case, number? Do I need a special character?
[AGENT][NEUTRAL] Um, I believe it would be the same as it was the last time it, uh, the upper, I mean, you have to have a.
[AGENT][POSITIVE] An upper case, a lower case a number and a special character, I believe that still applies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, verification necessary, please click the send button.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm sorry, it is.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'm waiting for a verification code.
[CUSTOMER][NEUTRAL] It sent me.
[CUSTOMER][NEUTRAL] OK, so verify my email address and now let me.
[CUSTOMER][NEUTRAL] So the email is now gonna be my new um user log in?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's asking me for
[CUSTOMER][NEUTRAL] Display name given name surname and didn't want my personal information or the company.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] That's a good question. I haven't come across that. Um.
[AGENT][NEUTRAL] I would say the group night.
[CUSTOMER][NEGATIVE] It seems like it's trying to set up a, it's it seems to me like it's trying to set up a personal account for me and my coverage, not the company.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I, I, I don't know. I'm gonna put top of the line management in there and we'll see what happens.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will question that and see because that is, that's something I haven't come across and I do apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I agree to the terms of use.
[CUSTOMER][NEUTRAL] Breach of privacy policy.
[CUSTOMER][NEGATIVE] I'm not agreeing for you guys to take my first born or anything.
[AGENT][NEUTRAL] Uh, no, sir.
[CUSTOMER][POSITIVE] OK, my account has been created successfully created, so now I'm gonna go log in.
[CUSTOMER][NEUTRAL] Now I want to send me another verification code.
[CUSTOMER][NEUTRAL] Oh God.
[AGENT][POSITIVE] Once it gets set up, it's, it, it looks, it, it'll be a lot easier.
[CUSTOMER][NEUTRAL] Uh, you know, and I'm not.
[CUSTOMER][NEUTRAL] It's not you and I'm not trying to be difficult but.
[CUSTOMER][NEUTRAL] You know, especially since I spoke with somebody on Friday about making a payment on Saturday, right?
[CUSTOMER][NEGATIVE] I would have think that somebody should have been like, you know what, we're going through a transition, you're gonna have a problem. I, I would have just thought that.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Well, it was, it was my understanding that there is, there was a notification on the other.
[AGENT][NEUTRAL] letting everybody know that it.
[CUSTOMER][NEUTRAL] Alright, well, I, I'm just saying, and then there was no way to do this over the weekend because there was some other problem, but.
[AGENT][NEUTRAL] But that's, yeah.
[AGENT][POSITIVE] I understand and I do apologize.
[CUSTOMER][NEGATIVE] Alright, so now I told it to send me the code. It sent me the code, but there's no way to enter it. It just, I think I did enter it just create your OSC account again and now I just got the uh circle of death.
[AGENT][NEUTRAL] OK, so it's not doing anything? Is that what you're saying?
[CUSTOMER][NEGATIVE] Because I'm looking here and the log in button has that little circle on it it's going around and around and around and around and it's not doing anything.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, no, it's not.
[AGENT][NEUTRAL] It may be slow. I'm not sure on that part.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] I would think that I should close this and try and log in again and use the new credentials I just set up and we'll see what we got.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's try that.
[CUSTOMER][NEUTRAL] Is that OK with you?
[AGENT][NEUTRAL] That's fine with me. I mean.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, it's asking me for a verification code.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, let's try this again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it took me in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Where do I go to take those?
[CUSTOMER][NEUTRAL] The sea bills and pay bills.
[AGENT][NEUTRAL] All right. I can help you with that as well. Hold on just a moment. Let me go back.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you can see you're open invoices, is that correct?
[CUSTOMER][NEUTRAL] No, I can't. I don't see any of that, so where do I go to see them?
[CUSTOMER][NEUTRAL] I go to my group or something or dashboard I'm on the dashboard.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Where do I go? My group?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK then there's invoicing.
[CUSTOMER][NEGATIVE] I hit invoicing it says do the schedule maintenance. I can't download the invoices.
[AGENT][NEUTRAL] No sir, you're not able to download the the invoices but you should be able to see the invoices, the open invoices.
[CUSTOMER][NEUTRAL] Um, OK, so.
[CUSTOMER][NEUTRAL] Right, so now I see them and I see the oldest one which I agreed to pay.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I click on it it's showing me the people that are on it. I don't see a.
[CUSTOMER][NEUTRAL] Button to pay it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see the invoice, but how do I get somewhere where I can click on, hey, or do I have to submit the invoice?
[AGENT][NEUTRAL] OK, did
[AGENT][NEUTRAL] Yes sir, you would have to submit the invoice to pay it. Is there any changes that need to be um made on the invoice?
[AGENT][NEUTRAL] That you're wanting to pay?
[CUSTOMER][NEUTRAL] No, just submit it.
[AGENT][NEUTRAL] OK, yes sir.
[CUSTOMER][NEUTRAL] And then it says how do I wanna pay it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Book an ACH.
[CUSTOMER][NEUTRAL] Alright, I submitted it. I put the payment information from before was saved. I can click is this that's done, but I didn't get any kind of confirmation or.
[AGENT][NEUTRAL] You should have gotten a confirmation to your email address. I had.
[CUSTOMER][NEUTRAL] Oh well, oh here it is now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, usually would screen. I usually would just screen in here you go.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you did get the confirmation.
[CUSTOMER][NEUTRAL] Yeah I got it. I'm printing it out right now, so.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Hopefully that's uh.
[CUSTOMER][POSITIVE] What I need for the future, thank you very much.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's OK, thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you, [PII]. Mm, bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.