AccountId: 011433970860
ContactId: ee4f878f-61d3-4e77-a0a1-121165e37f05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 904159 ms
Total Talk Time (AGENT): 223705 ms
Total Talk Time (CUSTOMER): 398048 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ee4f878f-61d3-4e77-a0a1-121165e37f05_20250609T13:39_UTC.wav
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[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I've been trying to make a payment and, uh, uh, for the past few days. I haven't been able to, it looks like I need to create, uh, a, a new account. I tried to create a new account and, and I couldn't. I was hoping you, uh, will be able to help.
[AGENT][POSITIVE] Sure, I'll be more than happy to assist you. Are you calling with the group or you're the insured?
[CUSTOMER][NEUTRAL] Uh, uh, no, I'm calling with the group.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Last name [PII]
[CUSTOMER][NEUTRAL] And the uh phone number is [PII].
[AGENT][POSITIVE] Thank you for that. And may I have your group number?
[CUSTOMER][NEUTRAL] 80041.
[AGENT][NEUTRAL] I know you said you're trying to make a payment, but on the, on the online service center on the new one, were you able to create an account or no?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] What is it, what error is it giving you?
[CUSTOMER][NEUTRAL] OK, so I, I'm gonna do it, uh, right now with you. So good number is [PII] zip code is [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] City is [PII], even on record, state of [PII].
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEGATIVE] No user was found with the information that was entered.
[AGENT][NEUTRAL] No user was found. What email address are you using?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] I'm doing it on my end as well so I can try to see where you are. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because everything you said was correct, why is it giving us issues? Hold on one moment. If we can get to the password part.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it's giving me the same error. So if you'd like to make the payment over the phone, you can. In the meantime, I'm gonna send this over to IT. We've been having some issues since the new website launched, and this is one of the issues with signing in because you entered all the information correctly and I did the same thing. So I'm gonna say it's not us. Um, it may be the system and I'll go ahead and send this over to IT. Would you prefer a call back or an email back to help with the online service center?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, call back.
[AGENT][NEUTRAL] Callback? OK, and the [PII] is the best number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] Alright, and then in the meantime, did you want to make a payment over the phone or did you want to wait or?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, no, let's, uh, let's make a payment, yeah.
[AGENT][NEUTRAL] And it's for the June invoice?
[AGENT][NEUTRAL] Because they'll ask
[CUSTOMER][NEUTRAL] It is for the June invoice correct.
[AGENT][NEUTRAL] OK, um, and before I transfer you over to group billing one, was there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, so I have another group that I need to uh take a look at.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We're having this, we're having the same issue.
[AGENT][NEUTRAL] OK, and what's the other um group number?
[CUSTOMER][NEUTRAL] And I'm gonna, I'm gonna give you just a.
[CUSTOMER][NEUTRAL] Yeah, give me a second.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So OK, group number is 80093.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now for this one, I just need you to verify the group name, address, and your email address.
[CUSTOMER][NEUTRAL] Yeah, so this one is, uh, on the Cor Corporation. The address is [PII].
[CUSTOMER][NEUTRAL] And the email that I believe you guys have on file is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So let me try this one online. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now that one is let me go through. Try that one on your end and see.
[CUSTOMER][POSITIVE] It did OK.
[CUSTOMER][NEUTRAL] OK, so hold on. So group number is 80093 and the zip code is the same as mine. Uh, which, which phone number do you have? Do you have a [PII] there?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so hold on, so that's gonna be [PII]'s number, so [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that should be [PII]. Is that what you have?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, then [PII] and then the email is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. You the [PII] is [PII] next.
[CUSTOMER][NEUTRAL] Yeah, this one went in, went, went through. Oh, OK, continue.
[CUSTOMER][NEUTRAL] The email address, OK, can I, can I change it to to my email address or no?
[AGENT][NEUTRAL] No, you'll have to keep it at what's on file now. If you want to update the address, you can um email care team and and with the the address you want us to change it to and we'll update it.
[CUSTOMER][NEUTRAL] OK, that's fine. So G county conversion. OK, so, OK, in order for me to do this, uh, it's, it's gonna send a verification code to to his email, right?
[AGENT][NEUTRAL] Um, I, yes, it's email.
[CUSTOMER][NEUTRAL] Yes, OK, uh, give me a second, Ali.
[CUSTOMER][NEUTRAL] Well [PII] [PII] was the sine quemande el el que you got a swim.
[CUSTOMER][NEUTRAL] The Toy APL.
[CUSTOMER][NEUTRAL] OK uh.
[CUSTOMER][NEUTRAL] Give me a second, OK?
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello. Get it.
[CUSTOMER][MIXED] OK con con con con con got insurance the, the, the code, OK, go to uh to to email [PII] um.
[CUSTOMER][NEUTRAL] Aye, OK.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] OK, so he's gonna send me the quote, uh, right now?
[AGENT][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let's see, um.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, not all about no on yourlia.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, here it is, not, not yet.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] OK, code is 83.
[CUSTOMER][NEUTRAL] 803
[CUSTOMER][NEUTRAL] 525.
[CUSTOMER][NEUTRAL] Very high quote.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your password.
[CUSTOMER][NEUTRAL] Let's do new password, and do this.
[CUSTOMER][NEUTRAL] Order 3316.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's the name
[CUSTOMER][NEUTRAL] They will.
[CUSTOMER][NEUTRAL] Goodine County.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][POSITIVE] I agree
[CUSTOMER][NEUTRAL] Accepted containing.
[CUSTOMER][NEUTRAL] For the dashboard.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK, it looks, can you see on your end if if the account was, was actually created?
[AGENT][NEUTRAL] Let me double check and um also let me, what browser are you using for the other one? I'm filling out this uh spreadsheet.
[CUSTOMER][NEUTRAL] Oh, for the other one, I believe, let me see.
[AGENT][NEUTRAL] Like was it Chrome or?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, was, oh, you got me there.
[CUSTOMER][NEUTRAL] I think it was Chrome, I'm gonna say, I think so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, I think it was called.
[AGENT][NEUTRAL] So yes, the policy is active or the, not the policy, the um online service center account is active.
[AGENT][NEUTRAL] For um group number 80093.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Yeah, OK, so let me write this down here really quick. So it's, um, is his email so [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then the, the password that I created is it is [PII] OK user and password.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEGATIVE] Uh, why we couldn't do it with mine.
[AGENT][NEUTRAL] Oh, I'm not sure. Um, I'm just gonna send this over to IT. I don't, I don't know.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK, alright, OK, so I'm, I'm ready to make the payment.
[AGENT][NEUTRAL] Alrighty, and um the payment is for both groups or just that first group we did?
[CUSTOMER][POSITIVE] Um, I can do, I can do it for both, yeah, I can do it for both.
[AGENT][NEUTRAL] OK, and before I transfer you over to group billing, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all for today. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is Mola Group Billing. How may I help you?
[AGENT][NEUTRAL] Hey Male, this is [PII] on the care team. How are you?
[CUSTOMER][NEUTRAL] Excuse me, I'm, I'm fine, [PII]. How about yourself?
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] I'm doing good. Um, I have a group admin on the other line who needs to make a payment.
[AGENT][NEUTRAL] Um, he has two groups.
[AGENT][NEUTRAL] One, we could get him signed up on the online service center, the other one we're getting an error, so he wants to pay both over the phone.
[CUSTOMER][NEUTRAL] OK, that's not a problem. I know they're they're trying to work on that to where we can get uh multiple groups done um what is um the group numbers?
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] And who, who, who do you have on the phone?
[AGENT][NEUTRAL] Um, we're speaking with one, I think it's [PII].
[AGENT][NEUTRAL] But he's the group admin for both.
[CUSTOMER][NEUTRAL] And do you have a good call back number please?
[AGENT][NEUTRAL] Mhm. It's [PII].
[CUSTOMER][NEUTRAL] [PII] and you've got one on the phone who's wanting to make a payment on [PII] and [PII], is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, he wants to do the June for both, June invoice for both.
[CUSTOMER][POSITIVE] Alright, my dear [PII], I can help you with that.
[AGENT][POSITIVE] Alrighty, thank you, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You too, love, thank you.
[AGENT][NEUTRAL] All right, but that, hold on one moment.
[CUSTOMER][NEUTRAL] All right, dear.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for the wait. I have on the line and she'll be assisting you with your payments, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Good morning [PII] this is.