AccountId: 011433970860
ContactId: 08aea57e-878b-4f1f-8b75-c2e40a3694c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300269 ms
Total Talk Time (AGENT): 153234 ms
Total Talk Time (CUSTOMER): 127190 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/08aea57e-878b-4f1f-8b75-c2e40a3694c1_20250603T14:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], and I'm with Combined Benefits Group. We are a third party administrator who has several groups for APL, and I'm trying to get the new set up online in order to pay the bills online, but I can't seem to get the right information entered in.
[AGENT][NEUTRAL] OK, and you're trying to create the new account or you're entering the information, like your login information from?
[CUSTOMER][NEUTRAL] I'm trying to
[CUSTOMER][NEUTRAL] Because you have to recreate a new one with your new system, right?
[AGENT][NEUTRAL] Right, that's why I'm asking. Are you using your email address or are you using the inform like your username and password from the previous system?
[CUSTOMER][NEUTRAL] No, I'm using the email address trying to sign up a new like start over.
[AGENT][NEUTRAL] OK. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the, well, you said you have several groups. Um, can I, well, have one of the group numbers just so I can note it.
[CUSTOMER][NEUTRAL] Yeah, um, Caldwell ISD's group number is 25622.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I'm thinking if I can figure out one of them I can figure out how to set up all the rest.
[AGENT][NEUTRAL] And also, um, we are having issues with the um login, so I'm gonna
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Once I get to the group, I'm gonna see, it might not be anything that you're doing.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then I have you here. I just need you to verify the mailing address for the group and your email address.
[CUSTOMER][NEUTRAL] OK, my email address is [PII] my CBG.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And then that's where I always get tied up is because I don't know I believe they have it in there under [PII]'s address which is [PII].
[AGENT][NEUTRAL] OK, um, this one is showing [PII] and then a [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh sheesh [PII].
[AGENT][NEUTRAL] Uh, for this group.
[CUSTOMER][NEUTRAL] [PII], is it still showing [PII] for the zip code?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so I got the zip code right.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] So I never know if they have ours and we have two offices and so it's like um do you guys have [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK perfect and then [PII]?
[AGENT][NEUTRAL] Oh, wait a minute. For the PO box, the zip code is different?
[CUSTOMER][NEUTRAL] It's not [PII]?
[AGENT][NEUTRAL] No, I see [PII].
[AGENT][NEUTRAL] Maybe that's what's happening.
[CUSTOMER][NEUTRAL] If the [PII] is [PII] and the zip code is different because the zip code uh for the [PII] box is for our, our bill our billing office and then the [PII] is the district's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so to correct that, um, I can't do it over the phone, but if you want to email care team, the correct PO box because it's it's showing [PII].
[AGENT][NEUTRAL] So we can correct that.
[CUSTOMER][NEGATIVE] Oh gosh, I hope they've never tried to send us anything because that's totally wrong.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And is that tied to my login?
[AGENT][NEUTRAL] No, the physical address is, so it'll be that [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I entered that.
[CUSTOMER][NEUTRAL] Now am I supposed to go in under group on the role?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's what I tried, so that's where I'm missing something, but I don't know what I'm missing. So let me see.
[AGENT][NEUTRAL] So what is it giving you an error like no user found?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and so what um browser are you on or using?
[CUSTOMER][NEUTRAL] Chrome
[AGENT][NEUTRAL] So what I'll do is send a message because we're recording all the um issues we're running into. I'm gonna put you in the um I'll just put this one group since we worked with it, but IT or someone from the IT department is going to give a call to try to do um troubleshooting or, you know, to see what
[AGENT][NEUTRAL] To see if we can get it resolved for you. Um, so I'll go ahead. Would you like a call or an email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, email would be great.
[AGENT][NEUTRAL] OK, and it's the [PII]. [PII] [PII] my CBGbenefits that you gave?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Is that OK, so I'll go ahead and do that and then um were you wanting to make a payment or anything? I can get you to group billing or what what were you, because I don't want to hold you up.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh no, I was just trying to set it up so I could do it. I haven't done it yet so I can wait, yeah.
[AGENT][NEUTRAL] OK, OK. OK. Yes. OK, well, I will go ahead and send this over and then if you want to send the email to care team so we can get the um PO box, city and zip code corrected. And was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that's it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.