AccountId: 011433970860
ContactId: 16b902e5-b615-4dfa-9992-367260ab07c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1187339 ms
Total Talk Time (AGENT): 287374 ms
Total Talk Time (CUSTOMER): 356899 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/16b902e5-b615-4dfa-9992-367260ab07c8_20250618T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, yeah, I'm the administrator for in for our company plan, and I'm just looking, uh, it doesn't look like maybe I don't have a log in set up online to access our invoices, um.
[CUSTOMER][NEUTRAL] I tried to log in let me see if I can even, I might be able to log in as a user but I don't think I'm um able to log in anyways the individual who handles our insurance bills is having a problem logging in as well so I thought I would reach out and see um if you could fix that or assist us in some way.
[AGENT][NEUTRAL] I sure can. Let's start with your group number.
[CUSTOMER][NEUTRAL] Oh, of course you'd ask me a question like that. Let us see where that is located. Give me a second. I will log on and pull that up.
[CUSTOMER][NEUTRAL] Uh, da da, let's see here, it's loading. Give me one minute here, accounts payable.
[CUSTOMER][NEUTRAL] Invoices um American Public [PII]
[CUSTOMER][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] Few PDF there it is. OK, our group is 17177.
[AGENT][POSITIVE] Thank you. Let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Broward Metropolitan Plan and org.
[CUSTOMER][NEUTRAL] That's us.
[AGENT][NEUTRAL] All righty. Can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][POSITIVE] Perfect thank you and uh please verify the contact name and email we should have.
[CUSTOMER][NEUTRAL] Um, that's a good question. I'm gonna guess it's probably [PII], but I know that [PII] also has access, or you could have my name, [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, we, we've got, well, the names that we have listed are [PII] and [PII], um, but the email we have listed is [PII] [PII], so he would be the one because we just, um, launched a new online service center, so he would need to be the one that sets up the account or the new account and then once he does that, he can um create anybody else um.
[CUSTOMER][NEUTRAL] Or all of us, I don't know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] An online service center account.
[CUSTOMER][NEUTRAL] OK, did you guys send him a notice of that by email or something with some directions to do that?
[AGENT][NEUTRAL] Um, I do believe so. Don't quote me on that. I'm not sure, um, but he would just follow, um, when he goes to the [PII], um, he would just click on create, um.
[AGENT][NEUTRAL] OSC account create new OSC account and then follow the prompts.
[CUSTOMER][NEUTRAL] OK, so I'm gonna kinda jot this down so he knows what to do. What site does he go to?
[AGENT][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] Am public.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, give me a second. I'm just gonna make sure I can get to that site so that I know what I'm telling him to do.
[CUSTOMER][NEUTRAL] And [PII] log in.
[CUSTOMER][NEUTRAL] OK, oh, create OSC account is what you want him to do.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and then which role he would be what the group?
[AGENT][NEUTRAL] The group
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then put in the group number.
[CUSTOMER][NEUTRAL] Give me a second, it is [PII].
[CUSTOMER][NEUTRAL] Zip code.
[CUSTOMER][NEUTRAL] Phone number.
[AGENT][NEUTRAL] And it would need to be the phone number that we have on record for um the group.
[CUSTOMER][NEUTRAL] You should have the [PII].
[AGENT][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] Or do you have his extension?
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] I don't know why you have [PII] on there. It should be 33, but that's OK.
[CUSTOMER][NEUTRAL] Alright, I'm just doing this for him now.
[AGENT][NEUTRAL] It's gonna end up sending a verification code to his email so he'll you'll need access to his email.
[CUSTOMER][NEUTRAL] OK, I'll do the complete your account set up continue.
[AGENT][NEUTRAL] To finish setting it up.
[CUSTOMER][NEUTRAL] OK, and then what do we put in for display name, given name surname, just [PII] or something like that? Nothing, OK.
[AGENT][NEUTRAL] Nothing.
[AGENT][NEUTRAL] You don't need to put anything there?
[CUSTOMER][NEUTRAL] OK, um, can I put you on hold for a second? I'm gonna actually walk through this, uh, he's asked me to take care of it, so I'll get the code from him and I'll do it with you on the phone if that's OK. Give me one second.
[AGENT][NEUTRAL] Yeah, that's fine. OK.
[CUSTOMER][NEUTRAL] OK, hold on, thanks.
[CUSTOMER][NEUTRAL] Uh gosh, it's been a while since I had to put somebody on hold. How do I do that? Conference transfer park.
[CUSTOMER][NEUTRAL] I'm gonna go with Park. Hold on, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] one
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Which
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] anyone
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] He for us
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] That's an extremely talent.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Please hold while I try to connect you.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi, are you still there?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Oh perfect thank you I apologize it took a minute to get through and they did a double verify OK access product details, manage invoicing administer employee coverage, my group.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So one of the things that I noticed you said that you have [PII] still listed. I need to change him to another employee um because he's no longer with us. Are you capable of doing that or can you walk me through how to do it in the system? I'm on now it looks like it reset.
[AGENT][NEUTRAL] Um, so on that invoice, um, that you're gonna pay or wanting to pay, um, you would reconcile that invoice and deduct his premium from, uh, from the total, um, and just put note under the in the comments box that um.
[AGENT][NEUTRAL] He turned or left and whatever the effective date is. And as far as removing him as one of the contact people, [PII] or [PII] would have to email us uh something in writing to remove him from an authorized contact.
[CUSTOMER][NEUTRAL] OK and um where did they email it to?
[AGENT][NEUTRAL] Care Team, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and then um.
[CUSTOMER][NEUTRAL] switch to switch the access will outline her name and the new person's name and title. It's already taken off the bill. I also noticed that the contact phone number you said is [PII]. I don't know whose number that is, but it needs to be changed as well. Do you want me to spell that out in the email, or can you do that with us on the phone?
[AGENT][NEUTRAL] That it would need to be in writing from [PII] or [PII], yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and we can't do the switches online once we're in the system, can we?
[AGENT][NEUTRAL] Um, as far as like the group information, no, I do not believe so. Let me look. I'm not sure if that is one of the things that y'all are able to do now or not. Let me look.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] It doesn't list under manage users, it says 0.
[AGENT][NEUTRAL] Yes, because there's not been one there hasn't been a one added.
[CUSTOMER][NEUTRAL] So I can just add the person that needs to be in here and that will be the administrative person who then can access.
[AGENT][NEUTRAL] Yes, it once, once, uh, um, a user has been added, they'll have separate access to the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me put her in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Add user she'll be able to pull up the invoices that way, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I do not believe that that type of information would be able to be um changed on the online service center.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So let me think, where do I access our invoice from here?
[AGENT][NEUTRAL] Um, so on, on the main screen, the dashboard you would click on my groups and then you'll click on invoicing.
[CUSTOMER][NEUTRAL] [PII] in the dashboard go to group.
[CUSTOMER][NEUTRAL] Would that be it?
[AGENT][NEUTRAL] Um, it should, on the left side it should say my groups.
[CUSTOMER][NEUTRAL] My group
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see invoicing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go in there now.
[CUSTOMER][NEUTRAL] So that your invoice is unavailable for this time for assistance, please contact billing.
[CUSTOMER][NEGATIVE] Due to scheduled maintenance it's unavailable.
[CUSTOMER][NEUTRAL] Oh, any idea when it will be available?
[AGENT][NEUTRAL] Um, I'm sorry, what did it say?
[CUSTOMER][NEUTRAL] It says due to scheduled maintenance, the ability to download your invoice is unavailable at this time. For assistance, please email our billing team.
[AGENT][NEUTRAL] Mm, I do not, well, someone is typing in our group message said hang on, maybe she's letting me know.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Were you able to just, um, go, go back to your dashboard?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then click on the my group again and invoice them and see if you're just able to click OK and if it just takes you to the next screen.
[CUSTOMER][NEGATIVE] My group invoicing and it still gives me an error due to the scheduled maintenance. Let's see if I can open it anyway.
[CUSTOMER][NEGATIVE] Unable to find your invoice you're looking for if the error persists contact customer service.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] All right, go back and do it again. Sometimes with, with the new system, we're still trying to work out bugs, so try to go through all that again and it, it should, it should do it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] After reviewing, please submit the invoice to complete the process. OK, it looks like it did come in this time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Um, [PII] should now be able to sign in.
[AGENT][NEUTRAL] Uh, as long as it was set up, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I mean, I don't think he set it up yet, so does he need to go in and do the same thing that [PII] just did?
[AGENT][NEUTRAL] Yeah, I'll probably get an email, yeah, I'll probably get an email um letting him know to finish setting up the account.
[CUSTOMER][NEUTRAL] APLOSC.
[CUSTOMER][NEUTRAL] OK, and if he doesn't, he goes to secure the [PII] log in, OK.
[CUSTOMER][POSITIVE] All right, I will call him now and have him fix it no problem thank you so much. I appreciate all your help, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yes, I did have one other question. It has [PII]'s number as [PII]. Can we correct that? Oh, you said I have to do that by email.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And it would need to come from [PII] or [PII].
[CUSTOMER][POSITIVE] OK, not a problem.
[CUSTOMER][POSITIVE] You got it. OK, will do. Thank you so much.
[AGENT][POSITIVE] You're welcome, no problem, and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thanks you too take care bye.
[AGENT][POSITIVE] Thanks.