AccountId: 011433970860
ContactId: f5520443-f445-481f-861b-4e4e82e5b37e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444369 ms
Total Talk Time (AGENT): 150492 ms
Total Talk Time (CUSTOMER): 198815 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/f5520443-f445-481f-861b-4e4e82e5b37e_20250610T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I have a question. um, did you update the website by chance?
[AGENT][NEUTRAL] Our online service center, yes, ma'am, um.
[CUSTOMER][NEUTRAL] This is uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, are we required I'm, I'm the employer and I'm trying to pay the invoice here am I required to just enroll and do a whole new account? Is that what it is?
[AGENT][NEUTRAL] Uh, yes, ma'am. You have to create a new account, but, uh, what is that group number?
[CUSTOMER][NEGATIVE] So that's my problem. I don't have the group number um off the top of Speedy concrete Cutting ink.
[AGENT][NEUTRAL] What's the group name?
[AGENT][NEUTRAL] You said Speedy?
[CUSTOMER][NEUTRAL] Yes, Speedy S P E E D Y concrete.
[CUSTOMER][NEUTRAL] Cutting?
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And Miss [PII], verify uh the group mailing address, the email and the phone number, please.
[CUSTOMER][NEUTRAL] [PII]. You said the email it should be my email [PII] or [PII]. And what else did you need my phone number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the group phone number, yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII] should be [PII] or [PII].
[AGENT][NEUTRAL] OK, yes ma'am, and that's what we have. So yes, you will have to set up a new account since they updated our online service center.
[CUSTOMER][NEUTRAL] OK, could you give me our group number by chance? I'm looking on our invoice and I don't see, I see each individual policy number, but, but I don't have our group number.
[AGENT][NEUTRAL] It's 259-89.
[CUSTOMER][NEUTRAL] Wait, actually 25 I just found it 259-89, yes.
[AGENT][NEUTRAL] Just needed me to say it so you can see it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it 259-89 OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] It says error.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You got an error when trying to set up?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you, uh, choosing to create a new OSC account and then hitting groups.
[CUSTOMER][NEUTRAL] Group, yep and then I put the group number 25989 zip code [PII], and phone number I'm not sure if that might be it [PII] or is it my other [PII]?
[AGENT][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] That's the one I'm showing.
[CUSTOMER][NEUTRAL] OK, so it might be that one. [PII] is the city. Email on record is mine [PII] and state is [PII].
[CUSTOMER][NEUTRAL] Alright, that's what it was the phone number, let's see here.
[AGENT][NEUTRAL] OK, and then once you, I think hit complete it's gonna send a verification code or after you put an email address send in a verification code and once you enter that code you'll be able to set up a password.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then from now on instead of a user name they have it to where you can use your email address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me see if this will work.
[CUSTOMER][NEGATIVE] Oh come on.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] I agree, I agree, I agree.
[CUSTOMER][NEUTRAL] Let's see if it's let me.
[CUSTOMER][NEUTRAL] Oh, it's gonna ask for verification code every time.
[CUSTOMER][NEUTRAL] Oh, OK, I am in, um, is there anything else that changed besides just the website? I guess I'll just have to learn how to navigate through it this time.
[AGENT][NEUTRAL] Yes, ma'am, just the website. Um, if you like, I can send you um a group like Lord words guide, sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, sure you can send it to my email.
[AGENT][NEUTRAL] Uh online guide if you like.
[AGENT][NEUTRAL] OK, give me half a moment.
[CUSTOMER][NEUTRAL] Yeah you can send it to me on file.
[AGENT][NEUTRAL] OK, and let me do this.
[CUSTOMER][NEUTRAL] And then where would I find how would I get to pay well I guess you can just send it to me. I'm just trying to get this out of the way.
[CUSTOMER][NEUTRAL] Maybe here invoicing.
[AGENT][NEUTRAL] Oh, and um as far as paying invoice, um please go into the profile to make sure it has your group mail um banking information and from what I understand you may have to reenter it just to make sure that we have it it that it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, from what I understand it, make sure you have to reenter just to make sure we have it all correct.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Where where would I go to upload that? Manage user manage users?
[AGENT][NEUTRAL] If you go up the profile, it'll be on the top right corner.
[CUSTOMER][NEUTRAL] In the profile?
[AGENT][NEUTRAL] Yes, ma'am, give me a moment.
[AGENT][NEUTRAL] If you look at the top right, it should have a little blue box.
[CUSTOMER][NEUTRAL] Oh, OK, let's see, and my profile, OK, I see the I have to refresh it, yeah, it has our account information.
[AGENT][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][NEUTRAL] In there.
[CUSTOMER][NEUTRAL] So it should allow me to just go in and pay it without an issue.
[AGENT][NEUTRAL] It should. I know they've been working on um.
[CUSTOMER][NEUTRAL] Let's see um.
[AGENT][POSITIVE] Working on the site. I'm sorry, my brain just keeps going blank. It's like it's a Monday, I promise you.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] I completely understand. I just wanna make sure I'm gonna keep you on the phone just to make sure that it processes properly with no issues.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so that there's no delays on our end. Let me see, 1018, that looks good, submit invoice.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Submit.
[AGENT][NEUTRAL] It's still morning.
[CUSTOMER][POSITIVE] OK looks like we're good to go.
[AGENT][POSITIVE] Oh good deal and uh hopefully this in a few moments, Ms. [PII].
[CUSTOMER][POSITIVE] Yep thank you so much.
[CUSTOMER][POSITIVE] Thank you, yep, it's all good. I, I was able to process it's pretty, pretty easy self explanatory, but thanks, I'll review it if I need it.
[AGENT][POSITIVE] OK, well I thank you so much for calling APL and you have a great day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Bye.