AccountId: 011433970860
ContactId: 05d6c88b-4547-4663-a174-07ff87e5fc3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1088699 ms
Total Talk Time (AGENT): 302228 ms
Total Talk Time (CUSTOMER): 440268 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/05d6c88b-4547-4663-a174-07ff87e5fc3b_20250617T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], this is [PII] in the claims department. Um, I have a, hello, I have a member on the line who's calling for her group to pay the bill. Um, she said that she's having trouble with the website and I was gonna help her with assist her with setting up her policy online, but um, I pulled her up by tried to pull her by the social and I couldn't pull her up individually, so I have a group number here so I guess she's just calling to pay the bill for the group.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, so she's paying for the group, not her individual policy?
[CUSTOMER][NEGATIVE] Right, because um I put her um social in the system trying to pull her policy up and nothing came up.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, what's that group number?
[CUSTOMER][NEUTRAL] So, and she keeps.
[CUSTOMER][NEUTRAL] Yeah, the group number is 22,670.
[AGENT][NEGATIVE] 670, it broke up.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK awesome.
[AGENT][NEGATIVE] A little bit of a bad connection and what was her name?
[CUSTOMER][NEUTRAL] Um, her name is [PII] and her callback number is the number that's in the system.
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][POSITIVE] Alright, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] OK, here she is. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the group billing department. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing well. I understand you're having some trouble with uh maybe online access and needing to pay a bill.
[CUSTOMER][NEUTRAL] Logging in and uh uh to log in and she said I had to create a new account, a new login or new.
[AGENT][NEUTRAL] Yes ma'am, we've launched a new website so it just requires re-registration and um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Everything should still be there.
[CUSTOMER][NEUTRAL] So I'm on the sign up page.
[CUSTOMER][NEUTRAL] Do I go to group?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Or OK, let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Group next. OK, help if I click the next button. Group number.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, this is there is no one entered. Let me try a different email. Maybe it's the email just went out.
[AGENT][NEUTRAL] I was about to say it'll have to be the email that we have on record.
[AGENT][NEUTRAL] And it looks like it's office at
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh, STL allergy?
[CUSTOMER][NEUTRAL] Of that's the correct, the correct one that I want you to use. Yeah, that's the one I want you to use and then I don't know, it's not doesn't like the information. Let me try maybe the phone number cause I have one number she's got written on the card. I'm new, um, and then, but I'll put in our main number and maybe that's um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's gonna be the one that ends in [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what I put in.
[CUSTOMER][NEGATIVE] Well I don't know why it doesn't like this.
[CUSTOMER][NEUTRAL] This is all the right information. It's saying error.
[AGENT][NEUTRAL] Try entering in just the um the information that's required with the asterisk. I'm not sure if it has an asterisk on the phone number or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sometimes for whatever reason that's been giving issues.
[CUSTOMER][NEUTRAL] Get rid of that and like.
[CUSTOMER][NEUTRAL] OK, we'll get all this stuff out here. Let's see.
[CUSTOMER][NEUTRAL] Let's try this.
[CUSTOMER][NEUTRAL] Oh, OK, there you go.
[CUSTOMER][NEUTRAL] It's not [PII] anymore. However, he's retired, so I'm just gonna put
[CUSTOMER][NEUTRAL] Another one of the doctors, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They're all owners so.
[CUSTOMER][NEUTRAL] Um, and new password.
[CUSTOMER][NEUTRAL] OK, and display name that's the company name you want there.
[AGENT][NEUTRAL] Yeah, anything that you'd like for it to, it's not gonna matter on anything but what you see.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so I was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And get it sent. I'll have to send a code, yeah, right.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me go to my email and get that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] No, that's not it. I'm still waiting for that.
[AGENT][NEUTRAL] Sometimes it may go to junk or spam. I haven't seen that lately, but that is a possibility.
[CUSTOMER][NEUTRAL] Code.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] No, it might just be slow. That happens sometimes. Make sure that I.
[CUSTOMER][NEUTRAL] Oh, here we go.
[AGENT][NEUTRAL] Sometimes it's just gotta get through those firewalls.
[CUSTOMER][NEUTRAL] Well, we're having some trouble with our Microsoft right now, so and it comes through Microsoft for some for some reason.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Claim not verified.
[CUSTOMER][NEUTRAL] Change email, OK.
[CUSTOMER][NEUTRAL] Let's try this one
[CUSTOMER][NEUTRAL] Hopefully so she's not here anymore and I hopefully this is gonna to transfer or we might have to.
[CUSTOMER][NEUTRAL] Figure something else out.
[AGENT][NEUTRAL] I'm sorry, who is that you're speaking with?
[CUSTOMER][NEUTRAL] This, um, the, the, um, old office manager's gone. That was [PII]. My name is [PII], and oh, it did come good, it's transferring. Her emails supposed to come to the office.
[AGENT][NEUTRAL] Oh yeah, because we've got you as a contact in there now. [PII]'s no longer in there she was.
[CUSTOMER][NEUTRAL] Yeah, because I talked, oh good, because I talked to somebody who might even have been you last month because we had.
[CUSTOMER][NEGATIVE] We have like 6 months of um bills that were not paid.
[AGENT][NEUTRAL] Oh, no, yeah.
[CUSTOMER][NEUTRAL] And I was like, how'd you let us, yeah, I was like, how'd you let us get away with that?
[CUSTOMER][NEGATIVE] And now I'm gonna, well, I guess I can change the email, can't I change the email? Oh, I don't wanna do that. Never mind. Oh, why did I do that? That was so stupid. I thought it was letting me change the so I'm sorry.
[CUSTOMER][NEGATIVE] Oh my goodness, that was so stupid.
[CUSTOMER][POSITIVE] But it came faster this time, so there we go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I was just looking and you'll see that once you get in there but you have no outstanding invoices at this time.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] I don't, but it still won't let me in. It says claim not verified.
[AGENT][NEUTRAL] Oi.
[AGENT][NEUTRAL] And this is after you're putting in the verification code?
[CUSTOMER][NEUTRAL] Maybe like 7.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] I will put in
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Past the first.
[AGENT][NEUTRAL] Verification code.
[AGENT][NEUTRAL] Alright, so what I'm gonna do you like I was saying, you do not have any outstanding invoices at this time, but I have to put in.
[AGENT][NEUTRAL] An IT ticket to figure out what's going on with um.
[AGENT][NEGATIVE] That verification code not working properly.
[CUSTOMER][NEUTRAL] The account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] But you have everything accurate because it came through your email and um.
[AGENT][NEUTRAL] I, I just, I don't know what that's about.
[CUSTOMER][NEUTRAL] Right, and does it show, can you see what my username was, cause I'm not sure. Is it going to be the email?
[AGENT][NEUTRAL] Um, let's, you will not have, yes ma'am, it'll be your email because you will not have one anymore. That's one of the, the, um, changes, let's see.
[CUSTOMER][NEUTRAL] Oh, the things that change that that weird number, um, and then, um, what will it be the office at or the Barbara Flappel, do you know?
[CUSTOMER][NEUTRAL] I'm not sure which one.
[AGENT][NEUTRAL] No, no, no, it's gonna be that, yeah, it's gonna be the office at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When, OK, when entering.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Verification verification I could spell right.
[AGENT][NEUTRAL] Code, what was the error that was given you?
[CUSTOMER][NEUTRAL] Not claim not verified.
[AGENT][NEUTRAL] Claim nuts.
[AGENT][NEUTRAL] Verified.
[CUSTOMER][NEUTRAL] cause I took out [PII], right?
[AGENT][NEGATIVE] And that's so strange that verbiage. I don't know why they would have that verbiage claim not verified.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She's responding here this is my contact when there's issues.
[AGENT][NEUTRAL] And you did select the group option correct?
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] She's making sure that.
[CUSTOMER][NEUTRAL] And um I'm just wondering if because I took out [PII] and put in [PII] and maybe that's why it won't go through. Maybe I have to change it after I log in.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] See I just um I apologize I'm trying to.
[AGENT][NEUTRAL] Visualize what it is you're talking about. Let's see the page.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It asked for.
[AGENT][NEUTRAL] See on the group.
[AGENT][NEUTRAL] Oh, where is it?
[AGENT][NEGATIVE] See the group it shouldn't have asked you if you've chosen group, it wouldn't ask you for like a name.
[AGENT][NEUTRAL] Let's see, providers, OK, for groups we ask for the group number, phone number, zip code, email, city and state.
[AGENT][NEGATIVE] I don't see where it would have asked for a name.
[CUSTOMER][NEUTRAL] Um, well, I'm on it says it's on the
[CUSTOMER][NEUTRAL] The the next page where it I put in the password where I'm setting up my password.
[AGENT][NEUTRAL] OK, let me look at that.
[AGENT][NEUTRAL] I've only have screenshots so I apologize let's see here.
[CUSTOMER][POSITIVE] That's OK. Take your time. I appreciate your help.
[AGENT][NEUTRAL] Continue send verification.
[AGENT][NEUTRAL] OK, so you entered in the verification code and then it asked you to create a password.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, well, I already have the password in. Is that the maybe that's it.
[CUSTOMER][NEUTRAL] Cause I'm going to verify code and.
[CUSTOMER][NEUTRAL] Oh, claim not verified. See, it just does that.
[AGENT][NEUTRAL] So you're not entering a password in until after clicking verify code correct?
[CUSTOMER][NEUTRAL] No, but I will. I'll do that now.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, I'll just take all that out and start again and see if that's.
[AGENT][NEUTRAL] Says here in verification. So put the number in verification's been sent to your inbox. Please copy it.
[CUSTOMER][NEUTRAL] Yeah, hold on, I gotta get everything out of here. Google wants to interfere. Let's see.
[CUSTOMER][NEUTRAL] OK, so now I'm going to, should I try it again? I might have to request.
[CUSTOMER][POSITIVE] Let's do this again. I'm gonna try. Should I try the office? Let's try office because I need to change that. Let's try this.
[CUSTOMER][NEGATIVE] Maybe that's the problem that I just did it in the wrong order.
[CUSTOMER][NEUTRAL] This one right here
[CUSTOMER][NEUTRAL] So I'm waiting. Oh, here it is.
[CUSTOMER][NEUTRAL] My daughter would still be laughing at me right now.
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEGATIVE] Now it's [PII]st that works, so that was the problem, so now I'm going to put in the new password.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And she thinks I'm hopeless and she might be right. Let's see.
[AGENT][NEGATIVE] No, not, uh, no, not at all.
[AGENT][NEUTRAL] It's a learning curve.
[CUSTOMER][NEUTRAL] You know, I just didn't grow up with it. Everything I learned, it is, it is and everything I learned I have learned on the job.
[CUSTOMER][NEUTRAL] Um, and then here I guess I don't have to put anything in.
[AGENT][NEUTRAL] And then everybody's different.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yay, my account has been successfully created and then when I saved the password, so.
[CUSTOMER][POSITIVE] OK, alright, so I think I'm good. I think I can get in now.
[AGENT][NEUTRAL] So before what did you change that allowed you to continue because I'm trying to relay that to my contact my colleagues that has been working with others to help them get through so I wanted to know what it was you were doing that was not working versus what you changed.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I, I filled out the whole form before I hit the verify code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So in other words I put in the password and then the name and everything they asked me for and this time when I verified the code it only asked me um for the verification didn't ask me all that stuff so.
[AGENT][POSITIVE] OK, awesome alright so you've gotten in um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Then on your dashboard there'll be a button that says my group if you click on that.
[CUSTOMER][NEUTRAL] I'm working on that now, but
[AGENT][NEUTRAL] It will show you a tab on the screen that says invoicing and that's where you'll see all your invoices that can be paid, adjusted, whatever the case may be.
[CUSTOMER][NEUTRAL] So it's weird. It says log in, so this is weird.
[CUSTOMER][NEGATIVE] It's uh it's I'm logging in. It sent me a verification number. I went to my email to get the verification number and when I came back, it's, it's thinking on the login screen again. It's not on the verify screen like that's gone. Well, maybe I can find it. Maybe it's somewhere else. Oh here it is, it's hiding.
[CUSTOMER][NEGATIVE] I see, I hate when it does that and it goes behind everything that's on the screen.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, hold on, sorry, I gotta get the email again because I don't remember the number.
[CUSTOMER][NEUTRAL] Right, let's see.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] I'm almost there sorry.
[CUSTOMER][NEUTRAL] OK, this should do it.
[CUSTOMER][NEUTRAL] OK, so I'm now online service center, OK, now it says welcome to the online service center.
[CUSTOMER][NEUTRAL] And so that would be where I would find my bill.
[CUSTOMER][NEUTRAL] Alright, so, but there isn't one right now.
[AGENT][NEUTRAL] Yes ma'am, so it's gonna have my group over there on the left side on your dashboard.
[AGENT][NEUTRAL] And then on that screen it'll have an invoicing tab.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, let's see, I was just going through it introducing me and everything, um, OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Invoicing
[CUSTOMER][NEUTRAL] Where is the invoice.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I do not see an invoicing tab. Let's see.
[AGENT][NEUTRAL] You clicked on my group.
[CUSTOMER][NEGATIVE] Uh huh. I'm on my group group. Oh, there it is. I got it. I'm sorry, I'm such an idiot. I don't know what's wrong with my brain today.
[AGENT][NEUTRAL] No, no, you're fine.
[AGENT][POSITIVE] I'm actually gonna send you an email that has a user guide on there that shows you the steps on how to do the different features so that you can um have something to reference.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great so now I see so now I'm good and I have no invoice so I'm gonna log out and I'm all good thank you so much. You're so helpful I appreciate and patient I appreciate it.
[AGENT][POSITIVE] That's right. You guys are good.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Oh no, really it's, it's all new to everyone and so um thank you for your patience with me.
[CUSTOMER][POSITIVE] Oh well thank you you're very sweet. I think I have it now though, so thanks very much.
[AGENT][POSITIVE] No problem you have a great rest of your week and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Mm, bye-bye.