AccountId: 011433970860
ContactId: 264afce2-c9d4-46fe-ac36-758ca6f5c612
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354290 ms
Total Talk Time (AGENT): 137615 ms
Total Talk Time (CUSTOMER): 184089 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/264afce2-c9d4-46fe-ac36-758ca6f5c612_20250613T18:29_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], my name is [PII]. Um, I administer the APL, uh, coverage, um, for my employer to our employees, and I was trying to log in to pay, um, our bill that's due on the [PII] and um it's it's saying that the account isn't found so I called our the broker that um helped us.
[CUSTOMER][NEUTRAL] You know, get set up with you guys and they said that you sent an email out um I guess you guys did an update and we were gonna need to create a new account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So I went in to try and do that and it's just it's giving me an error message so I was hoping maybe you could help me out.
[AGENT][NEUTRAL] OK, um, [PII], what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your group number?
[CUSTOMER][NEUTRAL] It is 26534.
[AGENT][NEUTRAL] Alright, just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the um the group name and then the physical address?
[CUSTOMER][NEUTRAL] So the group name is Precision Maintenance Inc.
[CUSTOMER][NEUTRAL] And the physical address is [PII].
[CUSTOMER][NEUTRAL] I don't know if you guys have the PO box or if you need that, but I have that if you need it.
[AGENT][NEUTRAL] OK, no, we have both, um, so your broker was right you will need to create a new account, however, um, it will be, it will need to be the primary group admin to do that and then once she gets in there, she will go to manage users and she'll be able to add um all of the group admins that you all had in the past. That's the only thing that didn't really transfer over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it looks like you're gonna need to have [PII] create the account.
[AGENT][NEUTRAL] And then she will add you um as a user.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I'm the I'm the primary administrator. I don't know how she, she's on a boat anyway, um, I don't know how she got added.
[CUSTOMER][NEUTRAL] As the primary user she's she was added as a as a secondary for when I was gone.
[CUSTOMER][NEUTRAL] Can you tell me what email address is it [PII] that's associated with it?
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not exactly sure. OK, I'm not exactly sure of that because I'm the one that set it all up when we first enrolled with you guys.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I don't know, um.
[AGENT][NEUTRAL] I just showed [PII] as being the primary. If that needs to change, you will need to have uh send an email to [PII] with your email and her email stating the changes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Oh, you know what?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know why.
[CUSTOMER][NEUTRAL] I, I left my job for like a month and then I came back, so when I left, she it was probably switched over.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, you're gonna want to switch back. Um, I will say if you, since your bill is due on the [PII], um, right now we can have I can transfer you to group billing and you can pay with a card, but they're only going to be able to do it if you have a card.
[CUSTOMER][NEUTRAL] That would make sense. OK, no that makes sense.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To pay the bill.
[CUSTOMER][NEUTRAL] Yeah, I don't, no, I don't, um, let me.
[CUSTOMER][NEUTRAL] Let me see if I can get a hold of her.
[CUSTOMER][NEUTRAL] Um, because.
[CUSTOMER][NEUTRAL] She's supposed to be on a cruise, but I don't know if she got back to [PII] today or is coming back tomorrow.
[CUSTOMER][NEUTRAL] Um, if we make the payment on the weekend, like if we make it on on Saturday, um, if she ends up not being back in [PII] already and we do it on Saturday, I know it's technically on a weekend. I mean, is it because what during Sunday I think is the [PII], right? Yeah, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, if you do it um through your portal, if she's able to create a portal account, um, all of the information should have transferred over so she can make the payment. So what will happen is when you get into the group, the group's OSC, um, it'll show the open invoice. Once she's um once she's in there and she's added you all as she can, um, you will go into uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The open invoice you can click submit to click the uh to pay the invoice, it will show in submitted invoices afterwards and then it'll go to paid invoices once the uh once the payment has processed so as long as you're submitting it you should be OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK, OK, alright, well I'm gonna, I'm gonna try and get a hold of her and see if um she's she might be able to if she's somewhere where she has Internet accessibility and um see if she can do that so we can get this paid for you guys.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Great, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][NEUTRAL] Bye.