AccountId: 011433970860
ContactId: e8b444fa-af43-440e-8440-c3800220a62d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377709 ms
Total Talk Time (AGENT): 73569 ms
Total Talk Time (CUSTOMER): 138784 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e8b444fa-af43-440e-8440-c3800220a62d_20250612T22:12_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], my name is [PII]. I have a group policy with you guys and for some reason I am having trouble logging in. Um, I just need to make a payment and um my normal login that I have saved is, is not letting me in for some reason, so hoping you can help.
[AGENT][NEUTRAL] OK, and is this for your individual policy or is it for the group policy?
[CUSTOMER][NEUTRAL] For the group
[AGENT][NEUTRAL] OK. Do you have the group number?
[CUSTOMER][NEUTRAL] I did not.
[CUSTOMER][NEUTRAL] Sorry to make it more difficult, but I don't have it.
[AGENT][NEUTRAL] Uh, what is the name of the group?
[CUSTOMER][NEUTRAL] Caminita Insurance Agency Corp CORP.
[AGENT][NEUTRAL] And how do you spell [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then can you verify the address for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is the email address for the group?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, um, we have upgraded our website, you're gonna have to create your OSP account over again.
[CUSTOMER][NEUTRAL] Uh, OK, so when I click on that it says which role best describes you.
[AGENT][NEUTRAL] Um, you'll be the group
[CUSTOMER][NEUTRAL] Do I group OK and can you give me the group number?
[AGENT][NEUTRAL] Oh yes, group number is [PII].
[CUSTOMER][NEUTRAL] [PII] zip code I put the one from my office.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I, uh, the phone number I can't remember if it's my cell in my office. Is it uh does it end in [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My cell phone
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] So verification needed send verification code. Do I put in the password info first or do the verification code first?
[AGENT][NEUTRAL] Uh, send the verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got the code.
[CUSTOMER][NEUTRAL] And then verify code.
[AGENT][NEUTRAL] Yeah, it'll do it twice.
[CUSTOMER][NEUTRAL] All right, now put in the password.
[AGENT][NEUTRAL] Yes, you should be able to put in the password. And then once you create your password, it'll ask you to log in again and ask to send another verification code.
[CUSTOMER][NEUTRAL] For display names I'll put my own name.
[AGENT][NEUTRAL] Yes, whatever you want to be addressed when I, when you pull up the website.
[CUSTOMER][NEUTRAL] What about given name?
[AGENT][NEUTRAL] Uh, it just be your given name is your first name and then surname is last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, now it's asking me to log in.
[CUSTOMER][NEUTRAL] So a verification code OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, I think I'm in.
[AGENT][NEUTRAL] OK, and then do you usually pay by ACH?
[CUSTOMER][NEUTRAL] Yes, so how do I do that?
[AGENT][NEUTRAL] OK, um, so it should, it should have pulled in.
[AGENT][NEUTRAL] If it didn't.
[CUSTOMER][NEUTRAL] Um, is it on the dashboard?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, let me get the
[CUSTOMER][NEUTRAL] OK, dashboards loading.
[CUSTOMER][NEUTRAL] Um, go to group.
[AGENT][NEUTRAL] Might take
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, but a group from there and then.
[CUSTOMER][NEUTRAL] Uh, invoicing.
[AGENT][NEUTRAL] Yes, the invoice.
[CUSTOMER][NEUTRAL] It says due to scheduled maintenance, the ability to download your invoice is unavailable at this time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If I can still pay, that's fine with me.
[AGENT][NEUTRAL] Um, so,
[AGENT][NEUTRAL] Will let you enter anything or is that just the error message it gets?
[CUSTOMER][NEUTRAL] It it popped up as soon as I clicked on that um.
[CUSTOMER][NEUTRAL] I see all the policies. I see [PII]'s info. Whenever I click on invoicing, it automatically pops up the box to do the scheduled maintenance, the ability to download your invoices unavailable at this time for systems. Please email our billing team care team at [PII]. Um, is there another way for me to pay?
[CUSTOMER][NEUTRAL] Or is my bill just not due yet? I guess it's not due until.
[CUSTOMER][NEUTRAL] The end of the month.
[CUSTOMER][NEUTRAL] You still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?