AccountId: 011433970860
ContactId: efab8ab9-f8bf-4cf3-8296-8f8113a884d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 838080 ms
Total Talk Time (AGENT): 180892 ms
Total Talk Time (CUSTOMER): 351623 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/efab8ab9-f8bf-4cf3-8296-8f8113a884d5_20250603T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, this is [PII]. I have an account.
[CUSTOMER][NEGATIVE] Online, but it's not recognizing me and I have tried and tried to get logged in.
[CUSTOMER][NEUTRAL] To pay a bill.
[CUSTOMER][NEGATIVE] And it even gives me an email with the verification code and then when I put that in it says this email is not recognized and I'm like OK how do I get a verification code?
[CUSTOMER][NEGATIVE] If it's not recognized, I'm, I'm so confused. It's like it's almost like the site's not working.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And you set up the new account?
[CUSTOMER][NEGATIVE] I did that a long time ago. I actually thought I put this bill on auto pay and apparently I didn't um.
[AGENT][NEUTRAL] OK, let me look, um, and are you calling on behalf of a group?
[CUSTOMER][NEUTRAL] So I don't know.
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] Um, what's your callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, I'm gonna give you my cell. It's easier. I work for a doctor's office, so it's [PII].
[CUSTOMER][NEUTRAL] Do you need the group number?
[AGENT][NEUTRAL] And do you have the group number? Yes, ma'am.
[CUSTOMER][NEUTRAL] 26891.
[AGENT][NEUTRAL] Can you verify the employer address and phone number?
[CUSTOMER][NEUTRAL] It's [PII] [PII] is the phone number.
[AGENT][NEUTRAL] And what's the email that you're using?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what's going on.
[AGENT][NEUTRAL] Yeah, cause it's showing you're active, so let me see.
[AGENT][NEUTRAL] And so what's happening whenever you log in you're getting the verification code and it's not recognizing the email?
[CUSTOMER][NEGATIVE] Yeah, it says email not recognized and I'm like how am I getting emails? I'm so confused.
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] And just to verify are you double clicking the verification link and and it's sending you multiple verification codes or whenever you put in the verification code it's saying that the email isn't recognized but it's letting you put it in?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It lets me put it in and then when I click continue.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's when it tells me that email's not recognized. I can't get any further.
[AGENT][NEUTRAL] OK, I just wanted to make sure.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And is it getting a specific error message or is it just saying email not found?
[CUSTOMER][NEUTRAL] OK, I can try it again. So when I click on the link from the email that I got, your most recent invoice is now available online, and I just click the click here to log in. It takes me to um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Welcome to online service center and I click log in. It doesn't ask me for a user name because I have an email that says the user name you selected is [PII]. It literally asked me for an email address, so I put in my email address and then it asked for password, which of course I put the one that I thought I had didn't work, so I click on forgot password so it says ask for my email, put my email in again and it says send verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then I'll get an email. Let's see, here's my verification code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see um.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] And once I do it says.
[CUSTOMER][NEGATIVE] It does not match our records please try again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, and you signed up for the new online service center that came out, uh, officially launched yesterday.
[CUSTOMER][NEUTRAL] Oh no well I tried OK so then when I clicked on I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] After I did that multiple times, then I clicked on the thing that says create your OSC account. I thought, well, I'll try this again, so I click on group right because we're group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when I put the group number in.
[CUSTOMER][NEUTRAL] 26891 zip code is [PII]. Phone number is [PII]. City is Irmo. Email on record. I put my emails [PII] and state I put [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I've tried this too.
[CUSTOMER][NEGATIVE] [PII] and click next and it says error no user was found with this information.
[CUSTOMER][NEUTRAL] Please call [PII].
[AGENT][NEUTRAL] OK, let me see what's going on.
[AGENT][NEUTRAL] OK, so you weren't able to actually uh set up the account then?
[CUSTOMER][NEUTRAL] Well, I mean, I not on the new one after the old one, yes, I did. That's why I said I'm so confused because I had it and then you just said it went in effect yesterday, so yes, no, now it won't let me.
[AGENT][NEUTRAL] Uh, after
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] But
[CUSTOMER][NEGATIVE] When I try to set it up it won't let me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me put in a a help desk ticket for that then.
[AGENT][NEUTRAL] Um, and then I can transfer you to group billing so that you can pay.
[AGENT][NEUTRAL] Your invoice over the phone if that's alright.
[CUSTOMER][POSITIVE] OK, yeah, that would be great.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] And would you prefer us to uh email you or call you?
[CUSTOMER][POSITIVE] Email works great. I, I keep my email up all day.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment to fill this out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the email that we have on file that's the one that you wanna correct?
[CUSTOMER][MIXED] Yes, it's working. I get stuff from me but it just won't let me do anything with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what browser are you using?
[CUSTOMER][NEUTRAL] Um, Google Chrome.
[AGENT][NEUTRAL] Chrome, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've put in a help desk ticket for you. Um, let me go ahead and transfer you to group billing so you can at least get that payment made, um, while we've resolved this. It shouldn't take more than 24 to 48 hours to get this resolved, um, but let's go ahead and get you over there so you can make your payment. I mean, maybe I, I don't think since your new OSC wasn't created yet. I don't know if you can sign up because you wanted automatic billing, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I'll I'll check with them and make sure and they can answer that for you.
[CUSTOMER][POSITIVE] OK perfect
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with the care team.
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] I have a I have a [PII] on the line, um, group number 26891.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's having issues setting up her new online account but she needs to pay a bill.
[CUSTOMER][POSITIVE] OK, I can help her with that. Thank you.
[AGENT][NEUTRAL] Um, and I do have a question that she's gonna ask you. Uh, she wants to know if because her online portal account isn't open yet, um, if she's still able to or if you're able to help her sign up for automatic payments.
[CUSTOMER][POSITIVE] Yes ma'am, I can help her with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I've verified her um and all the information is correct, so, OK, so you're ready for?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, OK, thank you so much. I'm ready. Thank you so much.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII], I have [PII] on the line from billing and she'll be able to help you make that payment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Hey, good morning.
[CUSTOMER][POSITIVE] Hello how are you? Good morning, [PII] how are you? I'm doing well how are you doing?
[CUSTOMER][POSITIVE] I'm good
[CUSTOMER][NEUTRAL] Well, go ahead, go ahead.
[CUSTOMER][NEUTRAL] Were you, were you able to, um, we updated our, um, system. Were you able to create your account?
[CUSTOMER][NEUTRAL] No, I can't get in. That's why I called and she's got, yeah, sure, yes, I can help you with that. What it is is we updated our online service center, so what you'll have to do is you'll just have to re-register and create a new account.
[CUSTOMER][NEUTRAL] OK, and then it would let me know.
[CUSTOMER][NEGATIVE] It wouldn't link to the air.
[CUSTOMER][NEGATIVE] No, uh, I ended up, I've, I've gone, I even walked through with doing it with her and it's telling me that the information isn't found and so I was like I don't know how I'm getting emails when it tells me this this email's not registered so.
[CUSTOMER][NEUTRAL] Um, just to verify everything. Do you want me to do that again with you or do you just wanna make the payment?
[CUSTOMER][NEUTRAL] I mean it doesn't matter whatever if you wanna try I'm literally on the page where it says um sign up and I put the group group number in the zip code is [PII]. The phone number is [PII]. City is [PII]. The email on record I puts [PII] and the state of [PII]. And when I hit that it says no user found with this information.
[CUSTOMER][NEUTRAL] Please try again. Yes ma'am, that is what we have in here. Alright, so it's [PII]. Yes, and that I get emails from y'all but it just won't let me create an account which I had one before y'all updated your system. That's why I was like, OK, I did have one.
[CUSTOMER][NEUTRAL] You did, yes, ma'am, and it's just requiring everybody to reregister. I wonder what's going on, OK, because if this page is 29063. You've already, I'm just repeating what you've told me if I see anything off on our system.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][POSITIVE] Well, that's right, email's right.
[CUSTOMER][NEUTRAL] Let me report this to our um IT department that you're not able to sign in because we do have all your information correct so you should not be.