AccountId: 011433970860
ContactId: f88e851a-e6d0-4ecc-8bed-58c61708a9c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 578840 ms
Total Talk Time (AGENT): 169905 ms
Total Talk Time (CUSTOMER): 189494 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/f88e851a-e6d0-4ecc-8bed-58c61708a9c3_20250613T16:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm having trouble logging into my account.
[AGENT][NEUTRAL] OK. And your name is? I can assist you with that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is should be on this bill. Let's see.
[CUSTOMER][NEUTRAL] OK invoice number group number.
[AGENT][NEUTRAL] Are you calling as far as for the group or as an individual insured?
[CUSTOMER][NEUTRAL] The group I pay. I know I paid the group. I pay for the bill. I'm the owner of the company.
[AGENT][NEUTRAL] OK, and what's the group number, please?
[CUSTOMER][NEUTRAL] 25692.
[AGENT][NEUTRAL] OK, thank you so much. We did update our online service center so you may have to create another account but let me make sure our information is correct in the system. Give me one moment please.
[AGENT][NEUTRAL] OK, and Mrs. Try, uh, verify the group mailing address, uh, email address and the phone number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so that's uh express Heating and Air Services [PII]. The email should be [PII].
[AGENT][NEUTRAL] OK, and the phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the zip code to make sure we have it correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's what we have in our system, so you have to create a new account.
[CUSTOMER][NEUTRAL] OK, so I guess I could just go basically what I did was went to one of my older emails and I clicked here and the log in whole thing changed so create your new OSC account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I guess I'm the provider or the insured or the group.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Group, group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] You would think they would have sent out a
[CUSTOMER][NEUTRAL] Notification let us know we're gonna need to do this.
[AGENT][NEUTRAL] Uh, they had sent out an email blast from what I understand.
[CUSTOMER][NEUTRAL] Mm, I must have missed it.
[AGENT][NEUTRAL] You said the email is [PII]?
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So here I need to uh create password.
[AGENT][NEUTRAL] Yes, sir, and it's gonna email a ver it should email verification code to that um email address.
[AGENT][NEUTRAL] And once you've entered the verification code and create your password and confirm your password, it should go on to the next step.
[CUSTOMER][NEUTRAL] So send the verification code first before I put in this information for the.
[CUSTOMER][NEUTRAL] Password.
[AGENT][NEUTRAL] Um, you can. I don't think that it really, uh, did anything cause it's still going to request that verification code, so.
[CUSTOMER][NEUTRAL] Because it's
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah it looks like I do have to do the verification code first.
[CUSTOMER][NEUTRAL] Claim not verified email address?
[AGENT][NEUTRAL] So I was giving you an error message after putting in the verification code?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] What in the world, OK.
[CUSTOMER][POSITIVE] Oh wait, something just happened let's see, I agreed to the terms.
[CUSTOMER][NEUTRAL] OK, it says I've created let's see if I can log in.
[CUSTOMER][NEUTRAL] Oh wait it's asking me for it and now.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I would just let you know each time you, yeah, each time you log in it's gonna send a verification code.
[CUSTOMER][NEUTRAL] New verification code.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] It's just extra added protection.
[CUSTOMER][NEUTRAL] I understand the world we live in today.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] [PII] verify code continue.
[AGENT][NEUTRAL] And just to let you know,
[CUSTOMER][NEUTRAL] OK, there we go.
[AGENT][NEUTRAL] Um, at the right corner, uh, there should be a little blue box with initials in it.
[AGENT][NEUTRAL] Uh, that's where you will locate your profile. Um, click on that just to make sure your, uh, banking information is in the system.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you're wanting to pay uh the claim through the online service center.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm.
[CUSTOMER][NEUTRAL] It's got all right now I'm going through all the little dashboard bubbles. OK, here we go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so let's see, click on the bubble my profile.
[CUSTOMER][NEUTRAL] Yes it does have them there, um.
[CUSTOMER][NEUTRAL] The account number and the routing number already listed.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] And then so before, so I guess I click on my group to pay where do I go to pay the bill?
[AGENT][NEUTRAL] Uh, you will let me see, you will go on to.
[AGENT][NEUTRAL] Um, group, well, let's say group details, where would that be?
[CUSTOMER][NEUTRAL] Group my group and invoicing.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it's saying no open invoices right now, but it's just saying my my paper bill saying it's due the [PII], so I guess it won't populate until then.
[AGENT][NEUTRAL] It should be in there. Let me look in our online service. Oh, Ona, give me one moment.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, I paid it already. That's why.
[AGENT][NEUTRAL] And this is for the June invoice?
[CUSTOMER][NEUTRAL] I'm seeing the I'm seeing the.
[CUSTOMER][NEUTRAL] Yeah it looks like I already paid in June um.
[CUSTOMER][NEGATIVE] [PII] and this is [PII] is the payment date and then I see the invoice number at the paid invoices so I must have paid it already and didn't.
[CUSTOMER][NEUTRAL] Pay attention because I just opened up the mail.
[AGENT][POSITIVE] OK, well, um, I'm happy that you got the online service center on, uh, and see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, I don't see any outstanding invoices and it looks like June was paid, um, received on [PII].
[CUSTOMER][NEUTRAL] Yep, I see it right here. I, I, I, I guess I just forgot to print it and put it with my.
[CUSTOMER][NEUTRAL] And voice the show I did it.
[CUSTOMER][NEUTRAL] And so OK all right well at least I got to log in and.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Get that done.
[AGENT][POSITIVE] Good deal.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] Yes, sir. Thank you so much for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.