AccountId: 011433970860
ContactId: fd4db52e-05f9-4c39-95da-5972be95284a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 647169 ms
Total Talk Time (AGENT): 168435 ms
Total Talk Time (CUSTOMER): 312081 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/fd4db52e-05f9-4c39-95da-5972be95284a_20250624T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi yeah I need to speak with someone um.
[CUSTOMER][NEGATIVE] I guess you guys did an update on your guys' website. My old sign in information doesn't work anymore.
[AGENT][NEUTRAL] OK, um, do you have your policy number or is this for the group?
[CUSTOMER][NEUTRAL] Uh, it's for a group
[AGENT][NEUTRAL] OK, do you have the group number?
[CUSTOMER][NEUTRAL] It is 267-53.
[CUSTOMER][NEUTRAL] Name of the company is KS Rods Pompano Beach. My name is [PII] You can call me [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you [PII], let me get this pulled up.
[AGENT][NEUTRAL] OK, can you verify the address for your group?
[CUSTOMER][NEUTRAL] Uh, the address is [PII] or on our billing it says [PII] when it's supposed to be actually [PII], but that's also wrong because it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm looking at my last bill that's how I'm just now noticing that it's kind of a combination of our corporate office and our store office addresses they have combined.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, what is the, the email address on the group?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have a good callback number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, that's gonna be my cell phone which is [PII].
[AGENT][NEUTRAL] OK, thank you. OK, so, um, let me, um, let's see the address situation.
[AGENT][NEUTRAL] Are you on the
[CUSTOMER][NEUTRAL] Yeah I'm assuming [PII].
[AGENT][NEUTRAL] Uh, are you on the site?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, so you'll go to create your OSC account.
[CUSTOMER][NEUTRAL] OK, I'm, I'm actually, I just tried something now that I have you on the phone since I'm looking at the last phone noticing that the address is wrong. So when I put it into the system when it's asking for our address, I was putting in the correct address and it kept kicking it back saying it didn't match.
[CUSTOMER][NEGATIVE] So that I just put in the wrong address that's on the billing and it's actually letting me go through right now.
[AGENT][NEUTRAL] Oh, OK. Let me get, let me see on the address though who you need to contact or if I can do it. Hold on just a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, verification if necessary to clicks and buttons.
[CUSTOMER][NEUTRAL] OK, that's gonna send me a verification code.
[CUSTOMER][NEUTRAL] That's my verification code.
[CUSTOMER][NEUTRAL] Yeah, I don't know if maybe once I get signed in that I can actually update the address. I don't know.
[AGENT][NEUTRAL] I don't believe you can. What you'll have to do is actually send an email to our care team, um, so it's [PII]. If you can give them the correct information, we'll get that changed, but um, yeah, right now it has to match our system exactly when you're logging in so um if you can enter that incorrect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, you said it was, you said it was [PII]?
[AGENT][NEUTRAL] Uh no, [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] And not bad.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] If you don't mind just holding onto the line while I'm going through this to see if it's gonna let me go through it.
[AGENT][NEUTRAL] Yeah, absolutely, it's a two step verification process, so it'll ask you to verify your email, then uh verify the code, then create the password. Once that's complete, you'll log in it's gonna ask for another verification code you'll enter that and then you should be in the dashboard.
[CUSTOMER][NEUTRAL] Terms of condition I agree privacy I agree continue.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm so now log in.
[CUSTOMER][NEUTRAL] And verification code.
[CUSTOMER][NEUTRAL] And back in here so I got a verification code and there it is.
[CUSTOMER][NEUTRAL] Uh, what happened? That's why.
[CUSTOMER][NEUTRAL] Pa verify code continue.
[CUSTOMER][NEUTRAL] So every time is it gonna do the double verification going forward?
[AGENT][NEUTRAL] Uh, it should just be a single verification. It's just when you create the account, it's a doubles.
[CUSTOMER][NEGATIVE] And then all these pop ups.
[CUSTOMER][NEUTRAL] Let me move it over to the screen.
[CUSTOMER][NEUTRAL] OK, so yeah, now I'm into the dashboard so here.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] So from the dashboard you can let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] I guess go to invoicing.
[AGENT][NEUTRAL] Yes, you should be able to see your invoicing and then um click on that.
[AGENT][NEGATIVE] If you had ACH set up, it should be retained in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, I'm able to find the invoice you were looking for if there's.
[CUSTOMER][NEUTRAL] Contact customer service.
[AGENT][NEUTRAL] Um, which one are you looking for?
[CUSTOMER][NEUTRAL] Um, I clicked on, yeah, I'm on my group and I clicked on invoicing.
[CUSTOMER][NEUTRAL] And then it comes up, please review and submit the invoice invoice number 6393797.
[CUSTOMER][NEUTRAL] When I click on the invoice that's when it gave the error but now it's thinking action required. OK, so now it's letting it go through.
[CUSTOMER][NEUTRAL] OK, [PII], [PII], [PII], and [PII], so those are all correct.
[CUSTOMER][NEUTRAL] So submit the invoice payment selection ACH next.
[CUSTOMER][NEUTRAL] Payment
[CUSTOMER][NEUTRAL] Date it's due on [PII] so we'll put it on 71.
[CUSTOMER][NEUTRAL] Next, ACH.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I guess I can leave it there for right now because we gotta change.
[CUSTOMER][NEUTRAL] We have to change where it's gonna start. ACH is gonna came out.
[CUSTOMER][NEUTRAL] Alright, you said 83777.
[CUSTOMER][NEUTRAL] OK, so submit.
[CUSTOMER][NEUTRAL] OK, so that shows that it is submitted now.
[AGENT][NEUTRAL] OK, yes, um, should be submitted and then.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Again, if you can send that email for your address correction to our care team at [PII]. We'll get that updated for you.
[CUSTOMER][NEUTRAL] OK, and then the other thing I guess is in here.
[CUSTOMER][NEUTRAL] Is how would I go in here to change the.
[CUSTOMER][NEUTRAL] Um, banking information.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Uh, or actually, I think I might have found it.
[CUSTOMER][NEUTRAL] Billing
[CUSTOMER][NEGATIVE] Because we're changing our banking accounts and everything changing out of Bank of America going to Chase.
[AGENT][NEUTRAL] OK, you're changing. OK, let me see where the.
[CUSTOMER][NEUTRAL] Yeah, I think you.
[CUSTOMER][NEGATIVE] OK, that didn't do anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Double check where the, where to locate that.
[AGENT][NEUTRAL] OK, ACH.
[CUSTOMER][NEUTRAL] Back to my dashboard.
[CUSTOMER][NEUTRAL] Profile my broker, you know.
[AGENT][NEUTRAL] OK, on
[AGENT][NEUTRAL] Products billing, let's see, products.
[CUSTOMER][POSITIVE] Yeah, oh, here is my profile saved payment method.
[CUSTOMER][NEUTRAL] If I change this payment method now if it lets me edit it even though I scheduled that payment on that on that account for the first, or do I have to wait until after the first to change it now?
[AGENT][NEUTRAL] Um, you'd have to wait till after the first.
[AGENT][NEUTRAL] Um, to allow that to go through.
[CUSTOMER][NEUTRAL] OK, and that's that's fine.
[AGENT][NEUTRAL] OK, yes, under profile, I'm sorry, I was delayed there, um, under profile and then you should be able.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] That, that's fine.
[CUSTOMER][NEUTRAL] OK, so I just have to make a note that on the [PII] I need to go in there and change that to the new account.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right awesome.
[CUSTOMER][POSITIVE] All right, that's what I needed I guess.
[AGENT][NEUTRAL] OK. Anything else today, [PII], I can help with?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Actually, there is one more? That's why they keep making me sign in and out all the time.
[CUSTOMER][NEUTRAL] Um, where do I find the actual copy of this bill like I just paid? I, I found.
[CUSTOMER][NEGATIVE] The coupon where it shows you, but that just shows you the first page it doesn't show you the details.
[AGENT][NEUTRAL] We're actually having some issues with our invoices right now so I can email that to you um.
[AGENT][NEUTRAL] At that at the [PII]. I'll email that to you. Just give me a few minutes, um, and you should receive that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][POSITIVE] All right I appreciate it.
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too ma'am. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.