AccountId: 011433970860
ContactId: e0df79a4-32fa-4a39-92bd-6180cdff5d94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 849820 ms
Total Talk Time (AGENT): 272848 ms
Total Talk Time (CUSTOMER): 319807 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e0df79a4-32fa-4a39-92bd-6180cdff5d94_20250612T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, I have [PII] on the phone and she is trying to log in to the OSC for a group and she's getting error messages.
[AGENT][NEUTRAL] OK. And what's the group number?
[CUSTOMER][NEUTRAL] 13238.
[CUSTOMER][NEGATIVE] And I even tried it too, and it's giving me also an error message. So I'm not even really sure if there's something wrong with the computer system or what, but
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I haven't tried to help her make one and it's, and I'm just putting in the information I was in line like the email address and stuff and it's still saying that it's incorrect.
[AGENT][NEUTRAL] OK. Um, we probably have to put in a um ticket for that, um, but I can.
[AGENT][NEUTRAL] Go over it with her and try again if you want.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEGATIVE] Yes, I'm having trouble getting this.
[CUSTOMER][NEUTRAL] Account created.
[AGENT][NEUTRAL] OK, I'll be happy to help you with that. Um, is your, um, can you, uh, go to log or go out and then go back in and go to create account and uh let me know what information you're putting in for each one, and I'll just verify it and make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Imagine you've been having a lot of calls.
[AGENT][NEUTRAL] Yeah, oh yeah.
[CUSTOMER][NEUTRAL] OK, I wanna create my oh my create your OSC account is what I wanna go to correct?
[AGENT][NEUTRAL] Yes, and you'll select group as the type.
[CUSTOMER][POSITIVE] Yeah, they're a nice select group.
[CUSTOMER][NEUTRAL] And the group number is 13238.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the other girl said the only thing I ever had I needed to enter was um.
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] Asterisks, but when I hit the I mean the asterisk, but when I do that it just auto fills.
[AGENT][NEUTRAL] Yeah, we'll go over and make sure we enter every box just to make sure that it's pulling the correct information.
[CUSTOMER][NEUTRAL] For some reason.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It says no user was found with this information.
[AGENT][NEUTRAL] What information did you enter?
[CUSTOMER][NEGATIVE] I entered the group number and then it just put in my home address and my phone number which is weird.
[AGENT][NEUTRAL] Yeah, that's why I was saying um let me know what you're entering just so I can make sure that it matches what we have in the system.
[CUSTOMER][NEUTRAL] I mean yeah it it it it entered itself the real zip code is 4.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can you, can you click and edit it, um, and edit those boxes and just let me know what you're entering so I can make sure it's right.
[CUSTOMER][NEUTRAL] Well there's no way to add it, I mean.
[AGENT][NEUTRAL] If you in the boxes, it won't let you change like if you go back to when you were creating the account and clicking the boxes.
[AGENT][NEUTRAL] We'll let you change.
[CUSTOMER][NEUTRAL] Yeah, 48 I put the zip code is [PII] is that the same zip code you have?
[AGENT][NEUTRAL] Yes, and then does it ask you for anything else in the address like the street or the city?
[CUSTOMER][NEUTRAL] It's not no nothing it just ask for a phone number.
[AGENT][NEUTRAL] And what did you put for the phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then Waterford again it should have and then.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] We have your email as [PII].
[CUSTOMER][NEUTRAL] Correct, and then if I hit next.
[CUSTOMER][NEGATIVE] It says error we cannot create a new account with this information.
[CUSTOMER][NEUTRAL] Reach out to group administration to be invited to the account.
[AGENT][NEUTRAL] OK, let me see. That sounds like maybe there's one already.
[AGENT][NEUTRAL] Let me see what it
[CUSTOMER][NEUTRAL] Because I didn't create one the only one I created was.
[CUSTOMER][NEUTRAL] The one for Hollywood earlier.
[AGENT][NEUTRAL] Oh, you already have an account with another group?
[CUSTOMER][NEUTRAL] Is there one?
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Do you already have an account with? That's why, um, because right now they're having an issue where the people that have multiple groups, um, they will only the system will only let you create one you and a group with one email so like you'd have to have a different email address for each group at this point, um, but they're working on a fix for that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] But I really do need to pay this bill.
[AGENT][NEUTRAL] Um, you can still pay it if you wanna send like ACH or a check or pay over the phone with a credit or debit card, um, but in order to.
[CUSTOMER][NEUTRAL] It's for some people's, you know, dental insurance.
[CUSTOMER][NEUTRAL] Well, I, I can't, I don't have a credit card for this, but.
[CUSTOMER][NEUTRAL] So I guess I'm very confused.
[AGENT][NEUTRAL] Would you be able to send a check or ACH?
[CUSTOMER][NEUTRAL] No, I can, but.
[CUSTOMER][NEGATIVE] This just isn't real.
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] So if I go
[CUSTOMER][NEUTRAL] OK, so let me go back if I how do I I go if I log in.
[AGENT][NEUTRAL] In order to have an account with this group, since you already have one with your email with another group, you'd have to use a different email address.
[CUSTOMER][NEUTRAL] But uh I only have one email for the company.
[AGENT][NEUTRAL] Yeah, that's what that's what I'm saying is that there's there our IT department is working on a fix for this because that's an issue that we're having with every person that has multiple groups.
[CUSTOMER][NEUTRAL] You know I can't make up one.
[CUSTOMER][NEUTRAL] Everybody.
[AGENT][NEUTRAL] That they manage, yeah, it'll because the system will only let you have one email for a group right now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so I'm, I'm just let me see what they've got, so the only one that's gonna be valid.
[CUSTOMER][NEUTRAL] Is the one for the [PII].
[AGENT][NEUTRAL] Yeah, the one, the first one that you created until they have a fix for letting people have multiple email addresses.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Do they have any idea when they're going to do that?
[AGENT][NEUTRAL] I know they're working on it now like they have been working on it since the website launched, but I'm not sure um when it'll be complete.
[CUSTOMER][NEGATIVE] But see, my issue is this is my issue.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEGATIVE] I don't have any way.
[CUSTOMER][NEUTRAL] Of printing off an invoice for this group.
[CUSTOMER][NEUTRAL] For the July.
[AGENT][NEUTRAL] We can send you one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I mean I can you email it to me?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I can, uh, if you, um, I'll send you this one since you just requested it over the phone, but if you do need an invoice for other groups you can email the care team and they'll send you one as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But if you can send me that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] For that, but that just cut me out of there.
[CUSTOMER][NEUTRAL] OK, now I'm in this I've got another question I'm in this.
[CUSTOMER][NEUTRAL] Thing this um for Hollywood.
[CUSTOMER][NEGATIVE] Now how do I the screen where it's the dashboard and it says Hollywood when I entered my thing I don't wanna file a claim. I wanna pay a bill. How do I do that?
[AGENT][NEUTRAL] Um, do you see something it's a group? It should be in blue in one of the boxes.
[CUSTOMER][NEUTRAL] Go to go to group.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, and then invoicing.
[CUSTOMER][NEGATIVE] It just says due to schedule maintenance you can't do it.
[AGENT][NEUTRAL] What's the group number for that Hollywood?
[CUSTOMER][NEUTRAL] Um, a second, let me.
[CUSTOMER][NEUTRAL] 0008.
[CUSTOMER][NEGATIVE] And I was missing.
[CUSTOMER][NEUTRAL] Uh, 516 billing it's not on here and I needed to get that.
[AGENT][NEUTRAL] Is that, are you sure that's the group number?
[AGENT][NEUTRAL] 0008
[CUSTOMER][NEUTRAL] That's what it I'm looking at it on the.
[AGENT][NEUTRAL] The group number it should be um 5 digits.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Just a second, maybe let me get back. I'm looking at what.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I probably just looked at it wrong hold on.
[AGENT][NEUTRAL] Could the group name be something other than Hollywood?
[CUSTOMER][NEUTRAL] The group number is 00008.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I'm missing the invoice for the 5.
[CUSTOMER][NEUTRAL] 22.
[CUSTOMER][NEUTRAL] It's not on here, nor is it showing up but it's been paid.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] that's in.
[AGENT][NEUTRAL] 8307445
[AGENT][NEUTRAL] Showing that was paid today.
[AGENT][NEUTRAL] Or that we received payment for it today.
[CUSTOMER][NEUTRAL] No, that was the one that went in today was not for the 5:16.
[AGENT][NEUTRAL] 830745 that was for oh you said 5/16 because you said [PII]22. I thought you meant the [PII] billing period.
[CUSTOMER][NEUTRAL] No, 5
[CUSTOMER][NEUTRAL] The 5:16 is not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the 5:16, the 523 I did pay. I've been, I've been out, but um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I'm just
[AGENT][NEUTRAL] It looks like they didn't generate if there's supposed to be a 5:16, it didn't generate, yeah, it should go from 59 to 5:23 to 5:30.
[CUSTOMER][NEGATIVE] They didn't generate the invoice.
[CUSTOMER][NEUTRAL] Yeah, I know it.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, that's it.
[CUSTOMER][NEUTRAL] Um, I'm missing the 5:16. Can you get that generated so I can pay this thing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, I can't generate it, um, but I will send an email to IT for um them to get it generated because it was a would have been like a technical glitch for the reason that it didn't generate.
[CUSTOMER][NEGATIVE] Fix it.
[CUSTOMER][NEGATIVE] I just, yeah, I feel sorry for you. I really do. This is awful.
[CUSTOMER][NEUTRAL] They obviously didn't test this very well before they did it.
[CUSTOMER][NEUTRAL] Because most places have, most places have more than one.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Company.
[CUSTOMER][NEUTRAL] So anyway, OK, I if you send me that invoice for the uh old people that um.
[CUSTOMER][NEUTRAL] 13238. I'll get I'll just send a check 123 13238 for June I will um.
[AGENT][NEUTRAL] 38
[CUSTOMER][NEUTRAL] Just print it off and send a check in.
[AGENT][POSITIVE] OK, that, that works, and I apologize you're having so many issues.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it's not, it's not your fault. I you just have to go home with a banging headache every day after this, so, OK, thank you very much uh huh, good luck.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No, no problem. Yeah, I hope you have a great rest of your week.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh huh you too bye.
[AGENT][NEUTRAL] Bye.