AccountId: 011433970860
ContactId: 007f3edb-baaa-450d-a5dc-3cccee2b5777
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1388569 ms
Total Talk Time (AGENT): 398552 ms
Total Talk Time (CUSTOMER): 366068 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/007f3edb-baaa-450d-a5dc-3cccee2b5777_20250623T15:12_UTC.wav
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[AGENT][NEUTRAL] Alright, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] I don't want kids.
[CUSTOMER][NEUTRAL] Yes, um, I am calling to see if you accept uh either payment by check or wire because for some reason my checks are not getting to you.
[AGENT][NEUTRAL] Yes, um, I
[CUSTOMER][NEGATIVE] I don't know if it's a problem with the mail or what, but I've sent, well 3 checks now that haven't haven't uh been received by APL.
[AGENT][NEUTRAL] OK, um, can I get your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] All right. And um is this number that you're calling from a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And um do you, are you calling on behalf of the group or for your um personal policy?
[CUSTOMER][NEUTRAL] Um, it's a group.
[AGENT][NEUTRAL] OK. Do you have the group number?
[CUSTOMER][NEUTRAL] Hang on one second, let me see I'm sure it's on the invoice.
[CUSTOMER][NEUTRAL] Oh hang on I just.
[CUSTOMER][NEUTRAL] I hang on one second, I, I somehow closed your email.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] I'm sorry, hang on one second. I, I have to find it in my.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And I you here.
[CUSTOMER][NEGATIVE] Didn't come out in the 3rd.
[CUSTOMER][NEUTRAL] Here it is.
[CUSTOMER][NEUTRAL] Um, let's see, is it on here?
[CUSTOMER][NEUTRAL] I'm not sure if this is the group number, but it's 21983.
[AGENT][NEUTRAL] That sounds like a good number, yeah. Um, could you verify the um the group name and address, please?
[CUSTOMER][NEUTRAL] Sure, it's SM Corporation [PII].
[AGENT][NEUTRAL] OK, and could you also verify the email address and the phone number we should have on file?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. And the phone number is [PII].
[AGENT][NEUTRAL] OK, thank you for that. And um lastly, could you um
[AGENT][NEUTRAL] Uh, verify the last name, um, that we should have on file for this for your, for your group.
[AGENT][NEUTRAL] For the contact.
[CUSTOMER][NEUTRAL] Uh, it's either, it's either [PII] or [PII]
[AGENT][NEUTRAL] OK, yeah, we have, um, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, so let me look and see.
[AGENT][NEUTRAL] And then notes if we have anything about.
[AGENT][NEUTRAL] Return check because I just wanna make sure that we don't have them. Did you receive like a notification or anything? Are they, were they like returned to you in the mail?
[CUSTOMER][NEGATIVE] No, I haven't even gotten the check back. They're just gone and you guys aren't receiving them. You should have received.
[CUSTOMER][NEUTRAL] First of all, there was one outstanding since [PII]. I've and I've sent that check out three times.
[CUSTOMER][NEGATIVE] And never got any check back and then you didn't receive my May payment of this year and you probably haven't received my June have you received the June payment?
[AGENT][NEUTRAL] Let me see.
[AGENT][POSITIVE] Yeah, we are showing May, June, and August Outstanding.
[AGENT][NEUTRAL] But we received
[AGENT][NEGATIVE] That's so weird. We received other payments.
[CUSTOMER][NEUTRAL] I know that's what's so weird, but you know what our building.
[CUSTOMER][NEUTRAL] I don't know what's going on with our building address, but I've also had packages that were returned undeliverable with the proper address, so I'm not sure what's happening with the postal service in that area, but I mean it's.
[CUSTOMER][NEUTRAL] Uh you're not the only one I've had some issues with, so.
[CUSTOMER][NEUTRAL] Um, I was wondering if I could pay this by payment by check or a wire or something like that just to get it paid.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, um, that's what I was gonna ask is, do you, um, have an account, um, in the online service center? Do you ever go online to view your invoices?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, um, because if you like, um, that is actually like the easiest way to submit a payment because you can just enter in like your, your company's banking information and then you just submit it by ACH, um, and it also gives you the ability to like adjust your invoices if you need to like you have a termination or an addition you can modify all of that um before you pay the invoice. So if you want I can walk you through getting that set up. It really only takes a few minutes, I promise.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] OK, that website is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm here and let me put in my address. Let me see if this has been set up and I just don't remember.
[AGENT][NEUTRAL] Yeah, I'm not showing that you haven't um uh an account registered yet so you'll, you should have to create on the click on that thing that says create a new account and I can walk you through the steps, um, because the information you enter has to match exactly what we have um in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so sign up uh group.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It should ask you for like your group number, um, billing, um, information and stuff.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So what's the group number again?
[AGENT][NEUTRAL] 21983.
[CUSTOMER][NEUTRAL] Zip code.
[CUSTOMER][NEUTRAL] Should I use the phone number of my office or my cell phone?
[AGENT][NEUTRAL] Um, the one we have on file, um, it, I think it's the office number that [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it'll be your email address?
[CUSTOMER][NEUTRAL] And the email.
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No user found with.
[CUSTOMER][NEGATIVE] It says no user found.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What other information?
[CUSTOMER][NEUTRAL] This might be why I never.
[CUSTOMER][NEUTRAL] Let's see, I put uh 21983.
[CUSTOMER][NEUTRAL] Is the group number 333-019547462221 [PII].
[CUSTOMER][NEGATIVE] It says error no user was found with this information that was entered. Please try again.
[AGENT][NEGATIVE] That is so weird.
[CUSTOMER][NEUTRAL] Maybe it's my AOL account because I've had this forever.
[AGENT][NEUTRAL] Oh what I'm looking at it and what we have on file is [PII]. Phone number we have [PII], um, billing City, [PII]. And for [PII], did you enter like FORT or did you put FT?
[CUSTOMER][NEUTRAL] FT
[AGENT][NEUTRAL] You put, OK, that might be the problem. um, we have FORT.
[CUSTOMER][POSITIVE] OK, oh, that worked.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Password.
[AGENT][NEUTRAL] And it should send you a verification code to your email.
[CUSTOMER][NEGATIVE] Oh, I can't make my own.
[AGENT][NEUTRAL] What um what do you mean?
[CUSTOMER][NEUTRAL] Uh, I can, can I make my own.
[CUSTOMER][NEUTRAL] Password
[AGENT][NEUTRAL] Yeah, you can, um, I was just saying the um after you make your password it'll send you a verification code I think twice, um, to your email address so I just wanted to make you aware of that.
[CUSTOMER][NEUTRAL] Um, email.
[CUSTOMER][NEUTRAL] Verification OK.
[CUSTOMER][NEGATIVE] What am I supposed to do with this code type that in.
[AGENT][NEUTRAL] Uh, yeah, there should be a space, um, do you see like a space to enter in a verification code and then it'll say like I think continue or next.
[CUSTOMER][NEUTRAL] Hang on, let me go back.
[CUSTOMER][NEUTRAL] Oh yeah, I see, hang on.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] That code is incorrect.
[CUSTOMER][NEUTRAL] And go back and double check it.
[CUSTOMER][NEUTRAL] Oh, it sent me another one, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] It's OK, account's been successfully created alright.
[AGENT][NEUTRAL] It looks like we do have uh banking information saved in here, but you can check it and make sure that it's still the correct um account and routing number.
[CUSTOMER][NEUTRAL] OK, yeah, it hasn't changed in 30 years.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] User details uh please click verification again.
[AGENT][NEUTRAL] Yeah, that's the 2nd 1 that it'll send you like when you're logging in.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, I just, let's see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's spinning right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We're in the home stretch.
[CUSTOMER][NEUTRAL] Yeah, right?
[CUSTOMER][NEUTRAL] I don't know why it's just spinning.
[CUSTOMER][NEUTRAL] Maybe I should log out and try to log back in.
[AGENT][NEUTRAL] Yeah maybe try that because I haven't had anyone where it takes this long for them to log back in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just waiting for it to send me another code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And it should only send you um the verification code because since you're logging in for the first time but it shouldn't ask you every time so for the verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did it let you log in or is it still doing that thing where it's like spinning?
[CUSTOMER][NEGATIVE] It's still circling still giving me that circle of death.
[AGENT][NEUTRAL] Gosh, I don't know what's going on. Let me see if it's registered to your account.
[AGENT][NEUTRAL] It has your account in here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] It has your account showing um as registered?
[CUSTOMER][NEUTRAL] OK, I'm gonna try it again.
[CUSTOMER][NEUTRAL] Boing
[AGENT][NEUTRAL] And it's not like your internet connection or anything like that, right? Like other things are working.
[CUSTOMER][NEUTRAL] Um, no, because I'm to get all the code it sent.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just giving me a this.
[CUSTOMER][NEUTRAL] Be, then, then.
[CUSTOMER][NEUTRAL] In the log in section?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me try a different way.
[CUSTOMER][NEGATIVE] I don't wanna listen.
[AGENT][NEUTRAL] Or I was gonna say maybe try a different browser if you have a different browser too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Waiting for the new verification code here.
[AGENT][NEUTRAL] This is like maybe 6 or 7.
[CUSTOMER][NEUTRAL] I know, right? I mean, that's.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's so strange that uh
[CUSTOMER][NEUTRAL] OK, hang on here.
[CUSTOMER][NEUTRAL] There's my code.
[CUSTOMER][NEUTRAL] OK, finally, we're in the dashboard.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 6. OK.
[AGENT][NEUTRAL] So first
[CUSTOMER][NEUTRAL] All right, welcome to the.
[AGENT][NEUTRAL] Yeah I was gonna say you should see um in the top right corner there's like um initials like a little blue thing um that's your profile if you wanna click on that uh just to verify that your banking information is correct before um you like submit an invoice or payment.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, where is this now a blue, uh.
[AGENT][NEUTRAL] It should be like in the top right corner. Um, it's like it may say like initials like two letters or something.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh, OK OK profile.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, yep, that's all right, yep, that's right, routing number [PII], yep, that's right, that's all right.
[AGENT][NEUTRAL] OK, so now you can go back to the home page um and then did you see where it said my dashboard?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah and then you'll click on my group and then you should see a tab that says invoicing and you'll click that and that'll show you your invoices.
[CUSTOMER][NEGATIVE] OK, OK, yeah, you got none of those payments that's something is definitely wrong with our um mail.
[AGENT][NEUTRAL] Yeah, that's what
[CUSTOMER][NEUTRAL] Because that's not like my bills, you know what I'm saying.
[AGENT][NEUTRAL] Yeah, that's it.
[CUSTOMER][NEUTRAL] So now I just click.
[AGENT][NEUTRAL] Oh no, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, so I just click on these individually and pay them?
[AGENT][NEUTRAL] Yeah, you'll click on one and then um if you don't have any adjustments that need to be made like if you have terminations or anything um you can like click in um click on their name and um it'll say like make one time adjustment and then you can just change the amount due to 0 or if someone has like a plan change you can change the amount.
[AGENT][NEUTRAL] Do to like what you're sending us um and then just save it or like if you have um like a new employee that's not showing on your invoice that maybe they just added their plan you can click where it says add employee and enter their information and stuff so it just gives you like a lot more freedom and like accuracy to adjust your invoices before you send them off.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then I see, so I, I click to pay an invoice and it put it into the thing, the box in the top. Does that mean that it's.
[CUSTOMER][NEUTRAL] It's I clicked ACH.
[AGENT][NEUTRAL] Yeah, yeah, so you click ACH. Let me see because I can see on my end it should be in the submitted section.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, yeah, I do see that your, um, [PII] where scheduled payday is for today and, uh, yeah, it's been submitted and it usually takes about 24 to 48 hours to process. It usually process overnight so if you come back tomorrow, it'll be in the section that says paid invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh perfect. Well, that solves my problem. Thank you so much. I appreciate all your help.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. I'll get the rest of these paid for you.
[AGENT][POSITIVE] All right, well it was a pleasure assisting you and I hope you have a great rest of your week.
[CUSTOMER][POSITIVE] You too. Thank you so much. Bye bye.
[AGENT][NEUTRAL] OK.