AccountId: 011433970860
ContactId: 090b4262-61fb-4335-aee2-d239f8022125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 717590 ms
Total Talk Time (AGENT): 219138 ms
Total Talk Time (CUSTOMER): 271514 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/090b4262-61fb-4335-aee2-d239f8022125_20250425T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Very good, very good, [PII]. I'm trying to contact to log in on my APL account because I received the invoice, but something happened that it's not I'm not being recognized by your website. Can you help me with that?
[AGENT][NEUTRAL] OK, yes. Are you with the group or?
[CUSTOMER][NEUTRAL] Yeah, with the group. I'm the, uh, Viviana [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have the group number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, the holding, extreme, extreme holding group.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I have it and.
[AGENT][NEUTRAL] OK, so it's called what? Extreme Holding?
[CUSTOMER][NEUTRAL] Yes, hold on, let me get, I, I could give you the, the, the, the number. Hold on, just give me one second.
[CUSTOMER][NEUTRAL] Uh, APL.
[CUSTOMER][NEUTRAL] I should have it right here. My group number is Extreme Aviation Holding, is the name of the company, and my group number is 20303.
[AGENT][NEUTRAL] So is this an invoice for yourself or is this for the group?
[CUSTOMER][NEUTRAL] For the group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what I'm looking for is that is that is is the access to the website because I need to get the insurance card for my team.
[AGENT][NEUTRAL] OK. And I'm sorry, could you repeat your name for me?
[CUSTOMER][NEUTRAL] Sure, [PII], the HR manager.
[AGENT][NEUTRAL] OK, thank you. And then do you have the address of the group?
[CUSTOMER][NEUTRAL] The address for the group is uh Extreme Aviation Holding [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, let me, so you have set up an account you just um need the username?
[CUSTOMER][NEUTRAL] Uh, yeah, because I'm trying to get into the website and it's not recognizing my username, so can you, or, or, or can you tell me my username then?
[CUSTOMER][NEUTRAL] Or send me the link to to open an account online for the call.
[AGENT][NEUTRAL] Uh look, it looks like it's extreme payables, so X T R E M E, payables, P A Y A B L E S. That's all lower case.
[CUSTOMER][NEUTRAL] Lower or or capital, lower.
[AGENT][NEUTRAL] All lowercase, yes.
[CUSTOMER][NEUTRAL] OK, recs and the password?
[AGENT][NEUTRAL] Um, you'll have to reset it. I don't know, um, I, we don't have access to passwords. The email associated with it.
[CUSTOMER][NEUTRAL] Yeah, but that
[CUSTOMER][NEUTRAL] I have the email. What is the email associated with that?
[AGENT][NEUTRAL] [PII] at [PII]
[AGENT][NEUTRAL] Um, whatever you, let's see.
[CUSTOMER][NEUTRAL] No, that's not my, you have, you should have another email associated which is gonna be mine uh [PII].
[CUSTOMER][NEUTRAL] [PII] er
[AGENT][NEUTRAL] OK, um, I don't have that in here.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Can you send, can you, can you create an account because I'm the one that's doing the open enrollment, they adding the, the people, uh, payroll is and pay, payables access is to go to get the email and pay.
[AGENT][NEUTRAL] OK, yeah, so I, I don't, I can't set up the account for you. You'll have to do it, but I've got, I can tell you who's active on here, D Rojas.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] The Rojas
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I don't, [PII], oh yeah, she's no longer with us, she's the HR manager.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] She's no longer with us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, well, you should be able to set it up then, um, you should be able to set up your own account, um, let me see.
[AGENT][NEUTRAL] Since you're the contact on the plan.
[AGENT][NEUTRAL] Um, you should be able to set it up in our system. So, are you in front of a laptop or desktop?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I have, I have the email that says invoice notice and it says click here to set up an account today. I don't know because I already have an account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so can you click on new user?
[CUSTOMER][NEUTRAL] Uh, clicking new user, let me see, you say you must.
[CUSTOMER][NEUTRAL] Click here to new user. New user, OK.
[CUSTOMER][NEUTRAL] So I'm going to uh employer or group, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, next, uh group number 203.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Which one is the remember the the code? Hold on.
[AGENT][NEUTRAL] Yeah, 20303.
[CUSTOMER][NEUTRAL] 03. OK, zip code?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Um, we've got 3
[CUSTOMER][NEUTRAL] I know, it's
[AGENT][NEUTRAL] 33126.
[CUSTOMER][NEUTRAL] 33126 follow a phone number. What is the phone number they have [PII].
[CUSTOMER][NEUTRAL] Uh, see, uh, it will be Aalaka.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, email record. Should I put in the HRX stream, right?
[AGENT][NEUTRAL] Yes, [PII], but I have [PII] as the city. [PII]
[CUSTOMER][NEUTRAL] Door out. OK, let me put the door out door out.
[CUSTOMER][NEUTRAL] And then, uh, next.
[CUSTOMER][NEGATIVE] It says no user was found with the information that was entered. Please try and contact with customer service uh.
[AGENT][NEUTRAL] Uh, I don't know.
[CUSTOMER][NEUTRAL] They, they put up a locka. That's, that's the address that that that we have. Sarida. Let me see.
[CUSTOMER][NEUTRAL] Nope, same thing.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, it would, it would be [PII] though, not um the other city you said.
[CUSTOMER][NEUTRAL] Yeah, but still, it didn't happen with your or.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let's see, I don't know.
[AGENT][NEUTRAL] I, I know you can pay it over the phone, um.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] No, it, I don't wanna pay. I, my, my group for the accounting, they are the ones that they do the payment. I wanted to be able to enter, enter, uh, bring the, um.
[CUSTOMER][NEUTRAL] Insurance card to my team.
[CUSTOMER][NEGATIVE] Because they haven't received it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know why it's not working. So, um, because your group number 20303, zip code is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Phone number
[CUSTOMER][NEUTRAL] [PII]. Correct.
[AGENT][NEUTRAL] Phone number [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] City [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Email on record [PII]
[CUSTOMER][NEUTRAL] In the state, what do you put in, what do you have in the state? [PII], right?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] And I go next, and it says,
[CUSTOMER][NEGATIVE] To this there seems to be a problem. No users was found with the information that was entered. Please try it again or call customer service option 4.
[AGENT][NEUTRAL] OK, um, let me see.
[AGENT][NEUTRAL] Um, let me place you on a brief hold. Do you mind?
[CUSTOMER][NEUTRAL] No, no, please.
[AGENT][NEUTRAL] OK, hold on one moment. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, sorry about that. OK, let me, let's try this, um.
[AGENT][NEUTRAL] Actually, so we'll do the group number 20303.
[AGENT][NEUTRAL] Um, let me pull it back up. Hold on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the zip code I have is [PII], and [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. [PII]. OK. What else?
[AGENT][NEUTRAL] Billing city, the city I have is [PII], so [PII] then [PII] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]. OK, what else?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Email on record, the one that we discussed, the HR at Extreme.arrow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then state should be [PII]. Let's see if that works.
[CUSTOMER][NEGATIVE] Nope, contact customer service.
[AGENT][POSITIVE] Oh, goodness gracious. OK.
[AGENT][NEUTRAL] OK, let me, um, let me get your callback number, [PII] and figure out what's going on, how we can get this resolved. um, what number can I call you back at?
[CUSTOMER][POSITIVE] Perfect. It's gonna be [PII] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, um, I'll, I'll figure out what's going on. We'll see how we can get this resolved, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. I'll call you back uh when I find out. Thank you so much. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.