AccountId: 011433970860
ContactId: 0f775144-e863-48de-ab04-d50046a02698
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1231510 ms
Total Talk Time (AGENT): 431026 ms
Total Talk Time (CUSTOMER): 372000 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/0f775144-e863-48de-ab04-d50046a02698_20250403T13:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, good morning. My name is [PII], and I'm with the Go Automotive Group. We're fairly new to your, um, organization.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and I had called once before.
[CUSTOMER][NEGATIVE] But I cannot get into the APL website.
[AGENT][NEUTRAL] OK, uh, I, mhm.
[CUSTOMER][NEUTRAL] And um
[AGENT][POSITIVE] OK, um, sure, I can assist you with that, um.
[AGENT][NEUTRAL] Um, may I have the group number? I'm sorry.
[CUSTOMER][NEUTRAL] Yes ma'am, it's 26874.
[AGENT][NEUTRAL] OK. And Ms. [PII], can you hear me correctly because they have said that this cutting up.
[CUSTOMER][NEUTRAL] No, it, uh, you sound fine to me. No, uh-huh.
[AGENT][NEUTRAL] It's not cutting out.
[AGENT][POSITIVE] OK, good, good, alright, OK, thank you. Alright, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, thank you. All right, let's see.
[AGENT][NEUTRAL] All right. And may I have the mailing address and your email address for verification?
[CUSTOMER][NEUTRAL] OK, the mailing address is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][POSITIVE] All right, perfect. Thank you. So you said you're having troubles getting into our website?
[CUSTOMER][NEGATIVE] Yeah, I can't get in.
[AGENT][NEUTRAL] OK, let's see what's going on. OK, did you receive the verification code or you're you're having troubles getting that verification code?
[CUSTOMER][NEUTRAL] I, I don't even know anything about it. We had gone, um, we just started with, um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] Um, this year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I had called and um they sent me a.
[CUSTOMER][NEGATIVE] The service center sent me an invoice notice, but I haven't received anything else.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Yeah, based on what I see here, it looks like it's, it's still waiting for the verification code, which I can go ahead and give that to you. Um, do you want to try to go into the system and see if you can get to the point where you can put that verification code?
[CUSTOMER][NEUTRAL] Yes, where do I need to go? I'm on the website.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And did you receive anything on the email asking for the the verification code?
[CUSTOMER][NEUTRAL] No, I have not, not that I know of.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, they sent me a notice on the [PII].
[CUSTOMER][NEUTRAL] Of March saying um the most recent invoice is now available for viewing and reconciliation for easy access click here and when I click there, let me get out of this, hold on a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get out of all of this.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] OK, when it click here to log into your online service.
[CUSTOMER][NEUTRAL] Center
[CUSTOMER][NEUTRAL] OK, I'm on the page.
[CUSTOMER][NEUTRAL] And it says user name. I have no idea what my username is.
[AGENT][NEUTRAL] Mhm, yeah, it's not completely set up, so it's not gonna let you go to that part just yet, um.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I would say go, go to the, like you're going to register again. Go ahead and click on register again and um.
[CUSTOMER][NEUTRAL] Oh like new new user.
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] OK, and it says I am an employer or group with who offers APL products to my employees and members?
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] And then it asks provide the following information for employer group account so the group is 26874.
[CUSTOMER][NEUTRAL] 706 8.
[CUSTOMER][NEUTRAL] 985.
[CUSTOMER][NEUTRAL] It's 651-2500.
[CUSTOMER][NEUTRAL] LAP
[CUSTOMER][NEUTRAL] Email on record.
[CUSTOMER][NEUTRAL] Uh, I would assume it's mine, correct?
[AGENT][NEUTRAL] Yes, uh, yes, it's the [PII], the one that you gave me, and that's [PII]. Mhm.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just making sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And state [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Then it says no user was found with the information that was entered. Please try again. If this error persists, please contact customer service option number 4.
[CUSTOMER][NEGATIVE] Which I've done in the past, but I have never gotten any response to it.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, because I see that you started or tried on the first time on [PII] at [PII] that's when you did it the first time and it was asking for the verification. Do you have an email that day?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Back in [PII].
[CUSTOMER][NEUTRAL] No, wait March.
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] You know
[AGENT][NEUTRAL] OK. Mm, yeah, because since you started the process, mm.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Can it be reset?
[AGENT][NEUTRAL] I'm not sure let's see.
[AGENT][NEUTRAL] Let me see how we can get to another point because I know that usually you get an email and then ask for that verification code which I can give it to you over the phone um and then you can go from there but yeah, that's where it is right now since [PII], that's just waiting for that verification code to proceed um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see if there's any other way. Um, let me, I'm gonna go ahead and put you on a brief hold so I can check and see if there's any other ways for you to get in without uh having that email because that email is the one that asked for the verification code, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Ms. [PII]. OK, so it looks like you're welcome. It looks like there is probably something that has been put incorrect or either we have it incorrect in our system. OK, because I went ahead and did all the steps and it's asking me for the verification code. So let's do this together, um, go back to the beginning and click on a new user.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're gonna click on I I am an employer or group.
[CUSTOMER][NEUTRAL] OK, next.
[AGENT][NEUTRAL] We're gonna do next.
[AGENT][NEUTRAL] OK. Um, and then we're gonna go ahead and um put on the information. I'm just gonna go over the information with you so we can go ahead and go through the steps, OK? So, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me raise this here and here. Give me just a second let me just.
[AGENT][NEUTRAL] OK, so you're gonna put the group number which is the 26874, um, the zip code we have here is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The phone number we have here is the [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, that's my direct line that's fine, OK.
[AGENT][NEUTRAL] OK. Uh the city is [PII], which is altogether.
[AGENT][NEUTRAL] And again, your email is [PII].
[CUSTOMER][NEUTRAL] OK, and [PII] is a state correct?
[AGENT][NEUTRAL] Mhm. Yes. So when you click that this, it should ask you for a verification code and I can give you that.
[CUSTOMER][NEUTRAL] Yeah it's searching now.
[AGENT][POSITIVE] Yeah, perfect. Yeah, yeah, that's what it did to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Still searching.
[AGENT][NEUTRAL] Yeah, it takes a minute. Mhm.
[CUSTOMER][NEUTRAL] Oh, it is a verification code. OK, what is it?
[AGENT][NEUTRAL] OK. OK. So the verification code is gonna be, um, is gonna be lower in uppercases, OK? So the first one is a [PII].
[AGENT][NEUTRAL] [PII]. OK. OK.
[CUSTOMER][NEUTRAL] Oh wait, I got it back. Hold on you, OK, go ahead, you ask.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The [PII] is what?
[AGENT][NEUTRAL] Uppercase
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 0 OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Uppercase [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Lowercase lowercase [PII].
[CUSTOMER][NEUTRAL] Oh [PII], OK.
[AGENT][NEUTRAL] Uppercase [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][POSITIVE] Oh my goodness, OK.
[AGENT][NEUTRAL] OK, and that that's all try to submit it.
[CUSTOMER][NEGATIVE] Oh, they said that code is invalid.
[AGENT][POSITIVE] OK, let's try it again. And if you want to write it down, sometimes that will help.
[CUSTOMER][NEUTRAL] Wait, hold on, maybe, maybe they sent me, they did not send me another one. OK, let's see, OK.
[AGENT][NEUTRAL] Oh no, they, they sent one time and that's all for security, so yeah, it was sent back on the [PII].
[CUSTOMER][NEUTRAL] OK, so U as in Ulysses uppercase.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Lowercase F as in Frank.
[AGENT][NEUTRAL] No, uppercase F. uppercase. All the first letters are uppercase.
[CUSTOMER][NEUTRAL] OK, let's try it next now.
[AGENT][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] So the only lower case letter that I have is the T as in Thomas, is that correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, oh, there it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the user name, what do, what should I?
[AGENT][NEUTRAL] You create your user name.
[AGENT][NEUTRAL] Yes, you cannot use the email. You can use the first part of it like the [PII], but you cannot use the whole email. It will not let you use the email, you can use the name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What about Go Chevrolet? Can I use Go?
[AGENT][NEUTRAL] Oh yeah, yeah, you can use anything on the username. The password is a little bit more complex, but the username is is something that you need to remember so um but yeah.
[CUSTOMER][NEUTRAL] OK, password is.
[CUSTOMER][NEUTRAL] Let's see 1 lower case 1 number, 8 characters minimum 1 uppercase, one symbol must not contain, OK.
[CUSTOMER][NEUTRAL] Let me, let me show while I'm doing it, OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Oh that one yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK it's submitting.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh yay, your account has been successfully created.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] I changed click here to see important details.
[CUSTOMER][NEUTRAL] OK, banking information for ACH payments and the address to mail Group premiums have changed. Click here. OK, don't you again, OK.
[CUSTOMER][NEUTRAL] My employees.
[CUSTOMER][POSITIVE] Oh this is wonderful.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yes, this is what I needed.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yay.
[CUSTOMER][NEGATIVE] I don't know why my last one couldn't get that so.
[AGENT][NEUTRAL] it's OK. Yeah, sometimes it happens.
[CUSTOMER][NEUTRAL] Whoever
[AGENT][NEUTRAL] Yeah, especially with the verification codes. Yeah.
[CUSTOMER][POSITIVE] That's OK. I appreciate.
[CUSTOMER][POSITIVE] I appreciate all you've done.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else? Mhm, OK.
[CUSTOMER][NEUTRAL] Now, all right, let me ask you one more question.
[AGENT][NEUTRAL] Sure, go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Y'all went in and um.
[CUSTOMER][NEUTRAL] Added all my employee numbers which was great. I love it but if I add a new employee, how do I add that number or or do or can I need to follow, um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] How do I do that?
[AGENT][NEUTRAL] OK, you should have some user guides um there and um.
[AGENT][NEUTRAL] In the system, but I can go ahead and tell you how to do that.
[CUSTOMER][NEUTRAL] Oh, OK, I see it. No, I see it I see it, the guy, OK, that's fine, um.
[AGENT][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You've been a great help and I do appreciate it.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today? Any other questions or concerns, Ms. [PII]?
[CUSTOMER][NEUTRAL] I wanna
[CUSTOMER][POSITIVE] No ma'am, I appreciate it once again, um, I'm, I'm pleased now I'm happy.
[AGENT][POSITIVE] All right. You're welcome.
[AGENT][POSITIVE] All right, that's good. You have a good day, and if you run into any troubles, you can always call us, OK?
[CUSTOMER][POSITIVE] Alright well thank you.
[CUSTOMER][POSITIVE] Oh don't worry, I, I'm not, I'm not a, um, I'm not shy about calling anybody out, you know, calling anybody on anything, so.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right well thank you thank you very much.
[AGENT][NEUTRAL] And that's why we're here.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and you have a good day, OK?
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.