AccountId: 011433970860
ContactId: fee96cc5-ba6b-41ae-995a-2bfa816fad60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366700 ms
Total Talk Time (AGENT): 99032 ms
Total Talk Time (CUSTOMER): 183895 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/fee96cc5-ba6b-41ae-995a-2bfa816fad60_20250620T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. I'm calling from Florida Resource Management. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good thanks. OK, so I used to log on to pay our um bill online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And apparently you guys got a new website?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And it won't let me in.
[AGENT][NEUTRAL] OK, so you'll have to create a new account.
[CUSTOMER][NEUTRAL] So when I try that it tells me like so I put in my group number and it tells me that um hold on I'm gonna do it right now so I can tell you exactly what it tells me so I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Uh, the group number is 25496. I believe that is, I mean that was our group number but we just renewed with you guys so I don't know, did we get a new group number and I haven't gotten that group number yet.
[AGENT][NEUTRAL] That's the correct group number. We have a [PII] um as the contact person and uh what email address are you using?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it says create your OSC account that's what I wanna click on, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I say I'm a group because I'm not an agent or an insured or a provider so I'm a group, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and when I put in that group number 2549625496.
[AGENT][NEUTRAL] And don't enter any of the rest of the information, just enter the group number and your email.
[CUSTOMER][NEUTRAL] Our zip code is
[CUSTOMER][NEGATIVE] Oh, don't OK.
[CUSTOMER][NEGATIVE] Error we could not create a new account with this information. Reach out to the group admin to be invited to the account. If this error persists, please contact customer service and press option 4. I think I pushed option 3 because I didn't get that message last time.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alright, let me take a look and see what's going. um, looks like someone already set up an account.
[CUSTOMER][NEUTRAL] OK, I'm the only person in this office that does it. Could it be our broker maybe that did it?
[AGENT][NEUTRAL] Uh, that it doesn't tell me who did it. It just shows me that there's already an active group there's already an active, um.
[AGENT][NEUTRAL] Account. So, um,
[CUSTOMER][NEUTRAL] Does it show what email is linked to it?
[AGENT][NEUTRAL] It, it can only be yours, um, so try using, uh, go back to the, go back to the log in and put your email address.
[CUSTOMER][NEUTRAL] I did have a log in.
[AGENT][NEUTRAL] Um, and if you're not sure what the password would be, just do click forgot password and you can reset it.
[CUSTOMER][NEUTRAL] So I know what my password was, but my login also was never my email address like we had uh a user ID.
[AGENT][NEUTRAL] Right, with the, yeah, with the new um online service center it's, it's your email address now.
[CUSTOMER][NEUTRAL] OK, so I'm gonna say forgot password just for the fun of it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To make sure and create a new one if we need to and it's gonna send wants to send me a verification code.
[CUSTOMER][NEUTRAL] Which I knew it had to be my email because when I was trying to do this before it was sending stuff to my email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] It wasn't letting me make a log in.
[CUSTOMER][NEUTRAL] OK, there's my.
[CUSTOMER][NEUTRAL] 623-653.
[CUSTOMER][NEUTRAL] So verify code.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] Verification is necessary. It wants to do it again, send a code.
[CUSTOMER][NEUTRAL] Doesn't normally do it twice?
[AGENT][NEUTRAL] Um, with the forgot password, I'm not sure. I haven't had any, I haven't had any cases like, like this, um, so I'm not sure on that part.
[CUSTOMER][NEUTRAL] OK, try it again and see what happens.
[CUSTOMER][NEUTRAL] Alright, let's put this code in.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] So it says email address verified you can now continue email address.
[CUSTOMER][NEUTRAL] So when I say continue,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, here you go this time it works I guess I had to put it in twice.
[CUSTOMER][POSITIVE] Or it's just that I have your good juju on the phone with me.
[CUSTOMER][NEUTRAL] OK, I'm in so now dashboard.
[CUSTOMER][NEUTRAL] My group
[AGENT][NEUTRAL] On the dashboard you'll click on yeah my group and then invoicing.
[CUSTOMER][NEUTRAL] My group
[CUSTOMER][NEUTRAL] Invoicing.
[CUSTOMER][NEUTRAL] I can get ID cards for people in here.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] That's amazing.
[CUSTOMER][NEUTRAL] Due to scheduled maintenance, the ability to download your invoices unavailable at this time, but it's giving the invoices.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Error that process your request so it won't let me look at the invoice.
[AGENT][NEUTRAL] Yeah, click on the invoice number and it'll pull up at the bottom.
[CUSTOMER][NEUTRAL] Mm hold on let me let me go back when I.
[CUSTOMER][NEUTRAL] Let me click the invoice.
[CUSTOMER][POSITIVE] Mm, that's how it worked. I'm telling you it's your it's you.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right perfect I think I'm good then.
[AGENT][POSITIVE] All [PII], [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Awesome
[CUSTOMER][POSITIVE] No ma'am, that was perfect thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thanks you as well bye bye.
[AGENT][POSITIVE] Thank you. Bye.