AccountId: 011433970860
ContactId: dbb76b7d-42d0-4c67-b760-570e97a19b5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1225140 ms
Total Talk Time (AGENT): 468314 ms
Total Talk Time (CUSTOMER): 478333 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/dbb76b7d-42d0-4c67-b760-570e97a19b5d_20250604T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm great thanks for asking. This is [PII] and [PII]. I have someone by the name of [PII] online over on the other um line. She's calling about a group.
[CUSTOMER][NEUTRAL] Of 25562.
[CUSTOMER][NEUTRAL] She says that she's trying to get online to pay the invoices for the group services that they have here with American Public Life, but she's having issues with the online account. So I've explained to her that there is.
[AGENT][NEUTRAL] Because she's probably trying to log in to the old account.
[CUSTOMER][NEUTRAL] OK, so I did express to her that we did do some upgrades on our um online web account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she wants to speak on billing.
[AGENT][NEUTRAL] You can send her to me. Wait, wait, wait, you said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Has she been verified?
[CUSTOMER][NEUTRAL] And if she's calling on behalf of the group, she's she's been called about a policy she says she's calling to pay that she's the employer trying to pay the group invoice.
[AGENT][NEUTRAL] Yes, I understand that, but we have, uh, [PII].
[AGENT][NEUTRAL] As the contact name, has any of the other information been verified for the group?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, when she said she was calling about a group, that's all I, cause I don't, I work in claims. I don't deal with groups.
[AGENT][NEUTRAL] You can send it to me.
[AGENT][NEUTRAL] You can send it to me, that's fine.
[CUSTOMER][NEUTRAL] Let me give you a callback number just in case the call is disconnected.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And hold one moment. You did say your name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Did you say [PII] or [PII], OK. Hold on one moment, [PII]. Thank you.
[AGENT][NEUTRAL] To
[CUSTOMER][POSITIVE] Hello [PII], I'm gonna transfer you over to [PII] and um Billing. She's gonna assist you further, but thanks for calling ATL and have a good day.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Hey, Ms. [PII], um, let's get some information verified first real quick. I've got the group number is 25562 that you're calling on. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, can you verify the group address, the billing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what about the contact name we should have?
[CUSTOMER][NEUTRAL] Uh gosh, I don't, I don't even remember because we can't get on the site. Um, it's
[CUSTOMER][NEUTRAL] I'm just gonna guess that it's under [PII].
[AGENT][NEUTRAL] Yes, ma'am. Is that still a good contact name?
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Or contact person?
[CUSTOMER][NEUTRAL] Yeah, but she's with, yeah, but she's with um PVC management we're the other part of it which is MSPS.
[AGENT][NEUTRAL] OK, alright, let me add your name because we have a [PII]. Is that your email address?
[CUSTOMER][NEUTRAL] It's two groups.
[CUSTOMER][NEUTRAL] Yes, that's me, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's add your name since we have your email address and we've got [PII] as the contact phone number.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And that's yours
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, let's get all this updated real quick.
[AGENT][NEUTRAL] All right. That's been done. All right, let's go back, Ms. [PII].
[AGENT][NEUTRAL] Alrighty so you're trying to get logged into the online service center um are you using the new online service center?
[CUSTOMER][NEUTRAL] Well, if there's a new one, I, the lady that just transferred me over to you said that they're still working on it and that's the reason why I'm calling because we're getting past due notices and we, we can't get on and pay our invoice.
[AGENT][NEUTRAL] OK, so Ms. [PII], what's gonna need to happen is, um, well, you shouldn't be getting a past due invoice notice because the only invoice that's outstanding, let me double check, is June and it's not outstanding so disregard any past due notices for 25562 um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you'll need to re-register 25562 with our new online service center.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Where it says create your OSC account.
[AGENT][NEUTRAL] Mm let me see what it looks like. Hang on one second.
[CUSTOMER][NEGATIVE] Because nobody sent me anything to create anything.
[AGENT][NEUTRAL] Well, they, uh, the information or the documentation or notification would have been sent out in the mail and the email address that we have on file for the groups, um, but what I can do is send this to you real quick.
[AGENT][POSITIVE] My fingers and brain will work at the same time.
[AGENT][NEUTRAL] You'll still go to the same [PII] website but it'll take you to the new site or it'll take you to the new home page um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So then I'm gonna delete the APL site that I have saved and wait for the new one that you send me.
[AGENT][NEUTRAL] Yeah, it'll, it'll still be the same, um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] U URL um so that'll be the same so it just takes you to the new um.
[AGENT][NEUTRAL] New sc[PII], so it'll still be the same, um, [PII] site. It'll just send you to what it'll look like now, yeah.
[CUSTOMER][NEUTRAL] Yeah and I did I I click that and then when I go to log in that's when I realized it's not recognizing my email.
[AGENT][NEUTRAL] Yes, so that's the new online service center, so you have to set up a new, new account.
[CUSTOMER][NEUTRAL] Uh, let me see, yes, that's what I was trying to do yesterday, create your OSC account, so we are considered what a group?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] A group
[CUSTOMER][NEUTRAL] Because this is where I got stuck. OK, so the group number, oh shoot, can you repeat that what that was for me again?
[AGENT][NEUTRAL] 25562.
[CUSTOMER][NEUTRAL] 25562 and the zip code that was our, let me see, the [PII].
[CUSTOMER][NEUTRAL] Beach office.
[CUSTOMER][NEUTRAL] Uh, which was 33445, oops.
[CUSTOMER][NEUTRAL] 33445. Phone number, is that that 561 number that you have for me?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 9 city Galway.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And select the state.
[CUSTOMER][NEUTRAL] [PII] and next.
[CUSTOMER][NEUTRAL] Says error no user was found with the information that was entered.
[AGENT][NEUTRAL] And you're using OK, so let's, let's start over and try that again. Go click or go back to the [PII]. Let's make sure I've got the spelling correct on my end as far as like the email because it could be the email address is not spelled correctly on my end.
[CUSTOMER][NEUTRAL] This is one
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, it, it is because I did get your email with the instructions.
[AGENT][NEUTRAL] Oh, OK, um, OK, so the group click.
[CUSTOMER][NEUTRAL] And I did click group.
[AGENT][NEUTRAL] OK. And then what information is it asking for?
[CUSTOMER][NEUTRAL] Uh, so then when I click group, it says group number and I put 25562.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Zip Zip code I put [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh, uh, hold on one second. I'm actually gonna pull up one of our old the APL, the last one that I had.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oops sorry hold on.
[CUSTOMER][NEUTRAL] OK, alright, I put in 25562 zip code [PII] phone number I put [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, city [PII], email on record [PII] and then state I put [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then I click next and that's when it gives me the error no user was found.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let's just see here.
[AGENT][NEUTRAL] I wonder.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 5.
[AGENT][NEUTRAL] 889.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, OK, let me see what this shows.
[AGENT][NEGATIVE] It's not what I wanted. That is not.
[AGENT][NEUTRAL] No that up here.
[AGENT][NEUTRAL] OK, get back up here.
[AGENT][NEUTRAL] I wonder, and you for sure have not already set up the new account?
[CUSTOMER][NEGATIVE] No, because I haven't been able to get in there at all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's.
[AGENT][NEUTRAL] Let me try something on my end.
[CUSTOMER][NEUTRAL] It says to link your account accurately, we need to gather this information, please make sure it matches what we have on file.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I'm wondering if that other, because they pay.
[CUSTOMER][NEUTRAL] They go on
[CUSTOMER][NEUTRAL] This too as well, but I don't think, is it the 25562.
[AGENT][NEUTRAL] OK, I was able, I don't, it may be something on your end as far as like maybe security or cookies or something with um with the uh browser but I was able to um get a little bit further um what I'm gonna do.
[AGENT][POSITIVE] is we are, everybody is working together with this new online service center because we're all brand new at it. So let me see if I can get even further.
[AGENT][NEUTRAL] Display name given what's the display name? I don't know.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] H T T P S
[CUSTOMER][NEUTRAL] S E C U R E D A M P U D L I C.
[AGENT][NEUTRAL] I know what that is.
[AGENT][NEUTRAL] I don't think
[CUSTOMER][NEUTRAL] Yeah, just.
[AGENT][NEUTRAL] All right. Uh, a verification should have just been emailed to you. If you don't mind, give me that verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright, it is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] That works. I don't know why it didn't work on your end. That is weird. OK, I've created your account, um.
[AGENT][NEUTRAL] So I'm going to go to the dashboard and log back out. OK, you go back to the login screen and you're gonna use your email the [PII], and for your password for the time being, um, I've put it as password with the [PII]
[AGENT][NEUTRAL] The number [PII]
[AGENT][NEUTRAL] And an exclamation mark, see if you can get logged in.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Save send verification code.
[CUSTOMER][NEUTRAL] Waiting on my code.
[CUSTOMER][NEUTRAL] OK, and that is [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] All right, so for now or at least for the next day or so, um, keep that password as is so um.
[AGENT][NEUTRAL] It so you'll be able to log in for today and possibly tomorrow, but then you should be able to go back in and and reset the password to what you want it to be OK?
[CUSTOMER][POSITIVE] Perfect. And then as far as our billing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, where do, let me see, members, Cora, my group, I don't see any, oh, here we go, invoicing.
[CUSTOMER][NEUTRAL] Due to scheduled maintenance, the ability to download your invoice is unavailable at this time.
[AGENT][NEUTRAL] Which which if if you like if you're paying the invoice I can just let me know you can email me back and let me know that you've paid it and then on my end it's not disabled as far as.
[AGENT][NEUTRAL] Um, printing a coupon, but you'll.
[CUSTOMER][NEUTRAL] It, it is um.
[CUSTOMER][NEUTRAL] It did bring it up, so let me see if I'm able to pay it um.
[AGENT][NEUTRAL] Yes, you should be able to pay it um but you know how with the the other online service center you'd be able to print that coupon afterwards um it's that part's disabled for right now um so if you need that coupon part I can email it to you but you should still receive a confirmation email once you pay the invoice.
[CUSTOMER][NEGATIVE] Yeah, it is not letting me. Hold on one second. Oh my God, all kinds of error messages are coming up. Hold on a second.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right, let me go back again.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Because the lady said on the phone that.
[CUSTOMER][NEUTRAL] They're still working on the site because things like keep spinning on here on the new site.
[AGENT][NEGATIVE] Yeah, it's just really slow a lot of people are out there um and have been out there the last couple of days, um, so yeah, it's just really slow right now so hopefully that will not be the case once we get everybody in there and.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Situated.
[CUSTOMER][NEGATIVE] And when I, when I did go to try and pay it, it only gave me an option of an ACH or a live check.
[AGENT][NEUTRAL] Mhm you'll click on the ACH.
[CUSTOMER][NEUTRAL] OK, why isn't it coming back up again?
[CUSTOMER][NEUTRAL] Where did I see billing is billing under my group?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Invoicing
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I wanted to tell you the error message that it gave me.
[CUSTOMER][NEUTRAL] Alright, please review and submit invoice so.
[AGENT][NEUTRAL] Yeah, that'll show up. That'll show up every time. I do believe it'll show up every time if you have an out if you still have like an open invoice that will always be there at the top, so it just kind of like throws it out there saying hey you used to have an invoice.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Alright, so I'm clicking the invoice.
[AGENT][NEUTRAL] Click the invoice number mhm.
[CUSTOMER][NEUTRAL] Got that.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Do do do do and then up on top after reviewing please submit the invoice to complete the process so I'm submitting.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it says ACH or paper, so I'm gonna do ACH.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Payment date today.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, here we go and it looks like our ACH is already set up and I'm going to submit it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect, I got it.
[AGENT][NEUTRAL] All right, and let me look on my end.
[AGENT][NEGATIVE] And it's being really slow, of course.
[AGENT][NEUTRAL] Get on. All right, and it shows as submitted on my end and you should, like I said, you should still receive that confirmation number.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, great. Thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good.
[CUSTOMER][POSITIVE] Well thank you for calling.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, you as well.