AccountId: 011433970860
ContactId: f60187d7-60a7-48a4-8dc6-72b4a12d21b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1035338 ms
Total Talk Time (AGENT): 251832 ms
Total Talk Time (CUSTOMER): 349750 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f60187d7-60a7-48a4-8dc6-72b4a12d21b9_20250604T14:39_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh, good morning. This is [PII] with um the Go Automotive Group in [PII]. I am having trouble getting into the site, um, I don't.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, they have launched a new website. Have you reregistered?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] It but it launched a new site this week and you have to re-register for an account you will no longer need a user name just your email address.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where do I go to do this?
[AGENT][NEUTRAL] You can go to the same website and I tell you what, let me get your group number real quick. What was that number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, the group number is 26874.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And I got your name. OK, there it is. Could you give me the address to make sure I have the right account?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] Your street address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just in case we get disconnected, what is a good phone number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Awesome, OK, what I'm going to do is send you, um, is the [PII] OK to send an email to?
[CUSTOMER][NEUTRAL] Yes ma'am it is.
[AGENT][NEUTRAL] OK, I'm gonna send you essentially it's a user guide for our new site, let's see here.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] 26874.
[CUSTOMER][NEUTRAL] I'm on the page um and it says welcome to the online service that I create your OSC account is that it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me try wait before you send them OK, group.
[AGENT][POSITIVE] Oh, absolutely.
[CUSTOMER][NEUTRAL] Do I go to group?
[AGENT][POSITIVE] Yes ma'am, you're yes ma'am, you'd be a group.
[CUSTOMER][NEUTRAL] Group group number is 268747068.
[CUSTOMER][NEUTRAL] 9,856,512,500.
[CUSTOMER][NEUTRAL] A plus
[CUSTOMER][NEUTRAL] My email address.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Good old [PII].
[CUSTOMER][NEGATIVE] Error no user found with the information that was entered. Please try again if this error persists.
[AGENT][NEUTRAL] What phone number did you enter?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it's gonna have to be the one you gave me for your callback number because that's the one that we have on file for you.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] It just has to match exactly.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] Oh, that did work.
[CUSTOMER][NEUTRAL] OK, email address.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Should I just hit send verification code or should I go ahead and do the the email?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I mean the password.
[AGENT][NEUTRAL] I would send a verification code that way it can um that I I apologize I'm still learning the new system myself. I didn't realize there was a different choice.
[CUSTOMER][NEUTRAL] That's OK, that's OK.
[CUSTOMER][NEUTRAL] Is it gonna send it to my email?
[AGENT][NEUTRAL] Yes ma'am, and if you don't see it in your inbox, check your junk or spam. Sometimes we've had um groups tell us that it that's where it went.
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verified code.
[CUSTOMER][NEUTRAL] Now put in my password.
[AGENT][NEUTRAL] Yes ma'am, when it says to create well it says new password, yes ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh I don't think I did that twice the same way.
[CUSTOMER][NEUTRAL] Display name, where do I put that as?
[AGENT][NEUTRAL] It'll just be whatever you choose it won't be what you need to log in.
[CUSTOMER][NEUTRAL] What do I need to put anything there?
[CUSTOMER][NEUTRAL] Oh well I don't need it then.
[CUSTOMER][NEUTRAL] OK, go to dash now it's telling me to log in.
[CUSTOMER][NEUTRAL] Oh then it's gonna ask me for it's gonna OK.
[CUSTOMER][NEUTRAL] I know the one
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] I don't wanna go to a claim, OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Resource center.
[CUSTOMER][NEUTRAL] Insured, how do I see my billing now?
[AGENT][NEUTRAL] So you'll want to go on let's see on your dash uh let me pull that back up.
[AGENT][NEUTRAL] On your dashboard on the left hand side.
[AGENT][NEGATIVE] Oh dear.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It should have uh.
[AGENT][NEGATIVE] I have the wrong image. Oh dear.
[AGENT][POSITIVE] Does it have anything on the left? I am so sorry this is new to us as well and we are learning along with our groups and I do apologize. Is there what?
[CUSTOMER][NEUTRAL] That's OK. I, I have dashboard, my group, resource center manage users and help.
[AGENT][NEUTRAL] It would probably be under my groups.
[CUSTOMER][NEUTRAL] OK, go to group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go to broker start your claim recent activity.
[CUSTOMER][NEUTRAL] Uh, invoicing there it is.
[CUSTOMER][NEUTRAL] Due to scheduled maintenance, the ability to download your invoices unavailable at this time for assistance, please oh wonderful.
[AGENT][NEUTRAL] I can send you a copy of that in in the in term but you can still view it.
[CUSTOMER][NEUTRAL] I have, I have it in front of me, but um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How to what? OK.
[CUSTOMER][NEGATIVE] Um, I'm terrible. Let's see, uh.
[AGENT][NEUTRAL] So the only thing that you should not be able to do is just download it, but you should be able to submit it, make a payment or whatever changes that you need to do.
[CUSTOMER][NEUTRAL] OK, so I can terminate an employee for next month. I mean she, I gotta pay for this month already, so um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Short term.
[CUSTOMER][NEUTRAL] I don't know what she's got. Let's see.
[CUSTOMER][NEUTRAL] GC
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, OK, OK.
[CUSTOMER][NEUTRAL] I'll just email [PII] and tell him that.
[CUSTOMER][NEUTRAL] To cancel her, OK, I think that's it and what, um, OK, one more thing, let me see resource center.
[CUSTOMER][POSITIVE] Oh [PII] gee it's making me OK announcements business support enrollment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] The res OK.
[CUSTOMER][POSITIVE] I think I'm good.
[AGENT][NEUTRAL] OK, well, let me see, I think maybe I sent you just the setting up of the OSC account and since you've already done that, let me see what this is here. I will send you the user guide that I was claiming to have sent you.
[CUSTOMER][NEUTRAL] OK dokey.
[AGENT][POSITIVE] Yes, I'm gonna send this one to you instead. I apologize so that first email was just about um setting up so I will get you this.
[AGENT][POSITIVE] Where it shows you how to do all the different things on there, like we were able to do before.
[AGENT][NEUTRAL] Let's see, since.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Using the USC.
[AGENT][POSITIVE] All right. That should be coming your way.
[CUSTOMER][POSITIVE] Okey dokey, I thank you so much. Now I can pay on the site.
[AGENT][POSITIVE] No problem, is there anything else?
[AGENT][POSITIVE] Oh yes ma'am. Yes ma'am.
[CUSTOMER][NEUTRAL] I can pay
[AGENT][NEUTRAL] I apologize a little bit of delay in our call. If you click submit it'll give you the options for payment.
[CUSTOMER][POSITIVE] Alright, that is right.
[CUSTOMER][NEUTRAL] Alright, wait, hold on, I well let me go back oh to return there. OK, let's see, so I need to go to.
[CUSTOMER][NEUTRAL] My group.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] I wonder if it's awake today. Oh, there it goes.
[CUSTOMER][NEUTRAL] Um, download group detail report.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] My group oh invoicing.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Go to which one is that 66.
[CUSTOMER][NEUTRAL] 428, so I click the invoice number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Click the invoice number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it doesn't give me the option of submit.
[AGENT][NEGATIVE] At the top of the page it doesn't say submit.
[CUSTOMER][NEUTRAL] No it's got print coupons.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Maybe under you might have to go under your profile first to add your banking details. I'm not sure if that would uh make that submit button pop up, but see you would be able to do it by check so that doesn't make any sense.
[CUSTOMER][NEUTRAL] Yeah it's there's
[CUSTOMER][NEUTRAL] Add new users.
[CUSTOMER][NEUTRAL] Like myself.
[AGENT][NEUTRAL] No ma'am, that would be if you have um someone else that would need to log in to make any adjustments or payments onto your invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Billing, let me go back.
[CUSTOMER][NEUTRAL] I don't see a.
[AGENT][NEUTRAL] See, on, on my, um,
[CUSTOMER][NEUTRAL] Oh my profile hello I got.
[CUSTOMER][NEUTRAL] I see it now.
[AGENT][POSITIVE] Oh yay.
[CUSTOMER][NEUTRAL] I, I have
[CUSTOMER][NEUTRAL] I have a payment method in there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I was thinking everything should uh transferred over but I was trying to figure out why you wouldn't have a submit button.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] I could
[CUSTOMER][NEUTRAL] Oh, I just see where I can.
[AGENT][NEUTRAL] You having trouble finding anything?
[CUSTOMER][NEUTRAL] And I just found where.
[CUSTOMER][NEUTRAL] Well I just found where um.
[CUSTOMER][NEUTRAL] I terminated my employee.
[CUSTOMER][NEUTRAL] OK, I just found that.
[CUSTOMER][NEUTRAL] Um, but I don't have a submit button.
[AGENT][NEUTRAL] So you've have you opened up the invoice?
[AGENT][NEUTRAL] And you can see the details of the invoice?
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Yeah, hold on one sec let me finish printing this.
[AGENT][NEUTRAL] Sure thing.
[CUSTOMER][POSITIVE] I'll look at the other. Thank you.
[CUSTOMER][NEUTRAL] OK, that's done.
[CUSTOMER][NEUTRAL] Let's see, go to my group.
[CUSTOMER][NEUTRAL] Invoicing
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Please review and submit this invoice.
[CUSTOMER][NEUTRAL] OK, open invoices.
[CUSTOMER][NEUTRAL] 6391345 OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0000 I see it OK I was clicking on the wrong thing. I got it now.
[AGENT][NEUTRAL] It's all a learning curve we're still learning as well.
[CUSTOMER][NEUTRAL] OK, submit invoice ACH next.
[CUSTOMER][NEUTRAL] Payment date next.
[CUSTOMER][NEUTRAL] Summit
[CUSTOMER][NEGATIVE] Returned.
[CUSTOMER][NEUTRAL] Print coupon.
[CUSTOMER][NEUTRAL] Will they send me an email that it's paid?
[CUSTOMER][NEUTRAL] What do you know?
[AGENT][NEUTRAL] You should receive an email with the uh the confirmation, yes ma'am.
[CUSTOMER][POSITIVE] OK, I think I just did everything I needed to do. You're the bomb diggity.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] You see, you learned today too, didn't you?
[AGENT][POSITIVE] You, yes, ma'am, you really did help me out. The, um, the process is a little bit different from what I see and um I don't have screenshots of what you're looking at, so that uh definitely helps me out. Thank you so much.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] OK, and I just got my confirmation too, so perfect.
[AGENT][POSITIVE] Yay, that means everything's working well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hey, I'm happy. I'm happy, happy, happy now. I just got a.
[AGENT][POSITIVE] You've made my day because we were working with that yesterday.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][POSITIVE] I said you've made my day because we were working with issues with that yesterday so I'm so glad to see it run so smoothly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, good, OK babe, well you have a good day OK?
[AGENT][POSITIVE] Thanks you too. Thanks for calling APL. I hope you have a great rest of your week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.