AccountId: 011433970860
ContactId: 1c81205b-b127-4cb6-b67f-15fccc656d00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1270729 ms
Total Talk Time (AGENT): 474686 ms
Total Talk Time (CUSTOMER): 463864 ms
Interruptions: 5
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/1c81205b-b127-4cb6-b67f-15fccc656d00_20250624T21:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you? This is [PII]. I'm calling from Color Republic. I have my account number here. Um, the thing is that
[CUSTOMER][NEGATIVE] The person that was working in our HR department who was receiving all the invoices to get paid and everything, she no longer works with us, and I've been trying to reestablish the account number, user and password and stuff, and I, I'm not able to do it for some reason it says contact uh support center service center. I'm sorry.
[AGENT][NEUTRAL] OK, it's, it's OK. I can assist you. Um, may I have a callback number just in case we get disconnect then?
[CUSTOMER][NEUTRAL] Yes, of course. It's going to be [PII].
[AGENT][NEUTRAL] Thank you and what's the group number?
[CUSTOMER][NEUTRAL] It's going to be 20149.
[AGENT][NEUTRAL] OK, thank you. Um, may I have the mailing address and your email address?
[CUSTOMER][NEUTRAL] Yes, it's my email address is going to be [PII].
[CUSTOMER][NEUTRAL] [PII] again, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the mailing address?
[CUSTOMER][NEUTRAL] Uh, I think it's the same one.
[CUSTOMER][NEUTRAL] I'm not sure, yeah.
[CUSTOMER][NEUTRAL] Yeah, I think it's the same one. Should be the same one.
[AGENT][NEUTRAL] OK, um, you have not mentioned the address. I just need to verify and make sure that we have the correct address.
[CUSTOMER][NEUTRAL] Oh, the address. I'm sorry, I, I heard you mailing and I'm like this is um the company's address.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK, it's going to be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right. So let me go ahead and get you into the website. Um, so have you already tried and how many times have you tried to register?
[CUSTOMER][NEUTRAL] I mean, I just pretty much did it yesterday. I mean, I, I think I did it the correct way because I was trying to look for like a, a link or something. And I just did it twice and it said like, um, you, you should contact uh support service and I was like, OK, I'm gonna try again.
[AGENT][NEUTRAL] OK. OK. All right. So, uh, today, um, OK, so since you have not tried today, let's try to do it without clearing the cache. If it gives, gives an error, we probably need to clear the cache, but let's go ahead and try it right now. Um, so let's go to, um, you can go to [PII] or secure. [PII]. Either way, it will take you to the same page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm there.
[AGENT][NEUTRAL] OK, and um so you're gonna go ahead and click create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna click on group. When you click on group, there are 3 asterisks, 121 beside the group number and one besides the email. Those two are the only places that we need you to fill out, OK? So just put the group number and the email address that you just mentioned, which is the correct email address we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Alright, it's loading. OK, it says complete your account set up, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, so it says verification is necessary. Give me one second to just fill out this.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, it's loading.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Amazing. Now, one second, just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Now,
[CUSTOMER][NEUTRAL] Alright, I'm going to.
[CUSTOMER][NEUTRAL] The group.
[CUSTOMER][NEUTRAL] And just to, cause, like I said, I mean, I need to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Remove people that don't work anymore with us, so I'll just remove it short.
[AGENT][NEUTRAL] Uh, no, not insured. Well, yeah, is it, um, the people that you had were working on the admin or is it just in general employees?
[CUSTOMER][NEUTRAL] In general employees.
[AGENT][NEUTRAL] Oh, yes, then yes, insured, yeah, remove insured then, yeah, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then if, um, because, for example, the employee that I'm going to remove, she was working, um, her last day was
[CUSTOMER][NEUTRAL] [PII] and.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] In the in the invoicing will that be.
[CUSTOMER][NEUTRAL] Will that show up later? Like, cause, of course.
[CUSTOMER][NEUTRAL] We're just doing it, it's like a month later that we're doing it.
[AGENT][NEUTRAL] OK, um, if she still shows up in your invoice, um, for June, I'm not sure if you, um, you do in June or July, but if you see her listed on the invoice, you can always, um, go ahead and just um.
[AGENT][NEUTRAL] Remove her like edit and just go ahead and put 0 beside her so you don't have to pay for her. Um, if it's, you know, and like if it's showing up in the invoice, you can always do that.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK, and I'm trying to remove the employees, so where it says select select qualifying event. I'm putting terminated employee. Then it says date of change. What should I put there?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The day that she was terminated?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The, the day you, yeah, basically it's gonna be the day that she was terminated or when you want us to stop, you know, when we, she needs to be removed so she don't be charged again. So I don't know if she has like a week after a week before. I'm not sure how it is, um, but yeah, it's gonna be the day that you think that she needs to be removed from the invoicing.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And then, and then it'll be until the first day of the next month because because then it says termination date [PII].
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I just wanna go ahead and go to.
[CUSTOMER][NEUTRAL] My group, I guess, and where can I, OK, there is invoicing right here I just wanna be able to see all the invoices that we because I, I think there's at least two invoices that.
[CUSTOMER][NEGATIVE] Now we haven't been able to it says please review and submit the invoices, so this one's for July and then says unable to find the invoice you're looking for. If this error persists, please contact customer service.
[AGENT][NEUTRAL] OK, so that's gonna be basically if you need to print it out, but if you're just trying to submit the the invoice, um, you should have an option to submit the invoice, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What options do you see?
[CUSTOMER][NEUTRAL] I mean, it says invoicing and then it's showing up to invoices.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm. And then
[CUSTOMER][NEUTRAL] There's like a section. OK, wait, it says.
[CUSTOMER][NEGATIVE] It says please review and submit the invoices, invoice amount bill date, and then at the bottom it says submitted invoices, of course no submitted invoices and it just shows up the the paid invoices.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so if you're trying to submit the invoice, um, you can click on submit invoice if you need to uh do any adjustments once you do submit invoice it's gonna ask you to do any adjustments if you need to do adjustments in the invoice.
[CUSTOMER][NEGATIVE] But where do I click because it only lets me click on the invoice number, but then when I click on the invoice number it says there's an error.
[AGENT][NEUTRAL] um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I got here.
[AGENT][NEUTRAL] So on open invoices.
[AGENT][NEUTRAL] The only thing you have is to open the invoice you don't have one that says submit invoice?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, do you have more than one open invoice?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, so just have that one, OK.
[CUSTOMER][NEUTRAL] It doesn't make just a quick question. Does it make a difference if, uh, because I just, I, I'm not trying to delete another employee and it says terminated employee, which is the one that I submit, but there's another one that's voluntary termination, which is the one that I should have clicked on. Does it make any difference right now or no?
[AGENT][NEUTRAL] Um, do you mean a difference on the invoicing or a difference on the policy?
[CUSTOMER][NEUTRAL] No, no, just a quick question, just a quick question. I'm trying to remove another employee, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where I, when I remove it, you have to put the reason for deleting the employee. And apparently there are two options. One that says terminated employee and one that says voluntary terminated. Does that make any difference or?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEGATIVE] Um, it should not because he's still not employed, so it's just asking basically if he got um let go or if he decided to leave, but no, it doesn't make any difference.
[CUSTOMER][NEUTRAL] Or no?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, perfect. So I was like, oh my [PII], I did something wrong.
[AGENT][NEUTRAL] Oh, I didn't even know there was an option there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's a, that's a weird question. OK.
[CUSTOMER][NEUTRAL] OK, now for invoices again.
[AGENT][NEUTRAL] OK, so for the invoicing, um, hm, that's strange, uh, so the only thing you're getting is the error and then after the error do you see anything else because I know that there's an error going on that is indicating that you cannot get the invoice like a PDF because this.
[AGENT][NEUTRAL] It's not there and they're working on that um so I know that you cannot just save the invoice or print out the invoice because it's not gonna let you that you should be able to open the invoice and then uh from there even if you get that error it should still give you an option to submit the invoice.
[CUSTOMER][NEUTRAL] OK, let me just refresh the page. Maybe it does it.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, I was able to open the one, the bill date it's [PII]. OK, so there it says action required after reviewing, please submit the invoice to complete the process. So now I should go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And look for the employee that I deleted and then just click 0, right?
[AGENT][NEUTRAL] Um, yes, you're not gonna delete it. You're gonna go ahead and adjust the amount. So you're gonna adjust the amount to 0.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because there's an option to delete it, but do not delete it. That doesn't do nothing. So just go ahead and adjust the amount to 0.
[CUSTOMER][NEUTRAL] OK, I'm just gonna put a comment. No worries, I'm just gonna put a comments no longer employed.
[AGENT][NEUTRAL] I'm sorry, it's a little bit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What what would happen on the invoices that I already paid for employees that weren't with me? Can I get like adjust those or?
[CUSTOMER][NEUTRAL] Not anymore.
[AGENT][NEUTRAL] OK, if they, if they're already submitted and pay, uh, the only thing you can do is send an email, um, you can send an email to care team [PII], um, just sending the information of, uh, each employee that you have terminated, the date of termination, and just, um, let us know that uh you did pay those members in the invoice and just indicate which invoices and uh to see if you can get either a refund or if it can be credited back to the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, now let me ask you another thing. Normally we receive the invoice through email as well because our finance department pays out this.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] This invoices, um, I wanna submit right now. It says only ACH and paper check and then it says you do not currently have a bank account on file. Please go to your profile to add a new account.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what should I do now? Should I not do anything?
[AGENT][NEUTRAL] Yeah, go to the um do you wanna add that information or you want um somebody in the other department to add it? You can add it right now if you wanna do that. OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, I mean.
[CUSTOMER][NEUTRAL] Mm, well, actually what I wanna do is, yeah, have, you know, just keep the process as we've been doing it so maybe just download the invoice and then have them pay.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That out.
[AGENT][NEUTRAL] So you're gonna send it by check?
[CUSTOMER][NEGATIVE] So I should not.
[CUSTOMER][NEUTRAL] I, I don't, I, I mean, normally like I said we receive the, the invoice and I know we send it out to our finance department and then it gets paid. How they're doing it, I, I would have to ask.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, yes, it.
[CUSTOMER][NEUTRAL] Yeah, so I think I should just download it.
[AGENT][NEUTRAL] Um, you can, uh, I'm not sure if it's gonna let you print it out. Um, it is gonna let you print out a slipped like if you wanna take, send a check, but it's not, it's not gonna let you print out the, the EOB and the invoice because right now the system is not working for that, um.
[AGENT][NEUTRAL] Just in case they're gonna make the payment electronically through ACH, um, what I'm thinking is that you, you probably will have to add them um because all the information from the old side, um, it's not there any longer so you will have to add anybody that you want to have uh access to this group either to send me payments or to do anything on the policies, um.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Mhm. So, so you have to do that, um, but like I said before, if you need to send it by check, you can print out the slip, the payment slip. Now if you're not planning on sending it by check because you don't know how they send it, the best thing is to wait, ask to see how they're gonna send it, and if they're gonna send it, um, ACH, just leave it as it is and just add them because if you put that it's gonna be a paper check, it's just gonna go ahead and send you the slip and it's gonna move it to processing.
[AGENT][NEUTRAL] So it's not gonna let you go back and say oh I wanted to do it ACH now because you're making a decision now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how do I add another person?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're gonna go to, yes, manage users. Mhm. Mhm.
[CUSTOMER][NEUTRAL] Where it says manage users.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and then add a user first, oh, and that's it just the email?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, they're gonna send, um, you're gonna send them an email and they have to approve that email and then it's gonna send them a link for them to just go ahead and do their password and stuff so they can get access to the account.
[CUSTOMER][NEUTRAL] Just like I did it.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds amazing. Thank you so much for your help. I mean, I, I, I'll just get that figured out today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You're welcome. And just in case you need to go and do it the ACH, um, you just go to the little square box that is in the right corner where it has like a letter, um, you will click on that and you will go into, um, profile and it's gonna give you the option to add um the ACH information that's if you wanna do the ACH, OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Amazing, amazing, amazing. I just found it and yeah, I think I'll get that sorted out today.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's gonna be all. Thank you so much for your help.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good you too. Have a good afternoon. Bye-bye, [PII].
[CUSTOMER][POSITIVE] Have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm.