AccountId: 011433970860
ContactId: 2a278528-e178-496c-a7a3-4fa5d460f986
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 637690 ms
Total Talk Time (AGENT): 216864 ms
Total Talk Time (CUSTOMER): 251200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/2a278528-e178-496c-a7a3-4fa5d460f986_20250311T15:16_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]. We're new, um, we're kind of like new to your um insurance for new customers.
[AGENT][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] Um, I'm in the process of setting up the online like the online service center set up with a, with a as a new user for our group, and, um, I've got all the information correct, the group zip phone city email on record. I got that from a representative they actually emailed it to me to help me with the process.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, but during step 2, the verification code that it sends to the email, yeah, it, it's not, I haven't received it, and when I try to do it, yeah, having an issue with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, no worries. So I think we've had a um couple issues with that recently, but I can help you with that, [PII]. um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then uh what was that group number please?
[CUSTOMER][NEUTRAL] 26978
[AGENT][NEUTRAL] OK thank you one moment and are you the admin for this group, [PII]?
[CUSTOMER][NEUTRAL] Yes, and I'm on the uh yeah I am and I'm on the initial documentation so for it, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you and this is a diamond recovery team?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and if you would, can you verify the address for the business please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then if you would uh verify the email address we've got on file for you.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that. All right, bear with me just a moment.
[AGENT][NEUTRAL] OK, I have that verification code whenever you're ready. Um, it's.
[AGENT][NEUTRAL] Pretty long.
[CUSTOMER][NEUTRAL] So is this, is this, is this like an auto generated exchanges or is this something that I need to write down?
[AGENT][NEUTRAL] No, you should be OK just entering it this time to create the account that should be fine.
[CUSTOMER][NEUTRAL] OK, go for it.
[AGENT][NEUTRAL] Um, if you prefer, um, I can just email it to you.
[CUSTOMER][NEUTRAL] No, no, that's fine.
[AGENT][NEUTRAL] OK, alright, so um.
[AGENT][NEUTRAL] All of these letters are capitalized. um I'll let you know there's one I think that's not capitalized but um so it's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the number 0.
[AGENT][NEUTRAL] Lowercase x.
[AGENT][NEUTRAL] Capital [PII].
[AGENT][NEUTRAL] Capital [PII]
[AGENT][NEUTRAL] The numbers 0.
[AGENT][NEUTRAL] Lowercase T [PII].
[AGENT][NEUTRAL] Upper case P as in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uppercase R.
[AGENT][NEUTRAL] And uppercase A.
[CUSTOMER][NEUTRAL] Alright, so you and this is our gap insurance, right? GA.
[AGENT][NEUTRAL] Um, let me see what y'all products, yes, this is the secondary medical.
[CUSTOMER][NEUTRAL] Yeah, it's, it's.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] By taking all right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Therapy.
[CUSTOMER][NEUTRAL] Alright, hold on just a minute here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, email, I know that it's gonna be finance.
[CUSTOMER][NEUTRAL] Um, does the finance, does the primary phone number have to match what what you have on file?
[AGENT][NEUTRAL] Um, yes, so the phone number we've got is [PII].
[CUSTOMER][POSITIVE] Text message phone. Oh, I like that.
[CUSTOMER][NEUTRAL] That's different.
[CUSTOMER][NEGATIVE] It's not letting me move forward.
[AGENT][NEUTRAL] What are, where are you stuck? I'm sorry.
[CUSTOMER][NEGATIVE] No, I put everything in and then when I click next it doesn't allow it to move forward.
[AGENT][NEGATIVE] All of the boxes have been filled. Is it um is it like grayed out where it's not letting you click it?
[CUSTOMER][NEUTRAL] No, it's blue. It says next, but let me redo the password, maybe it's wrong.
[CUSTOMER][NEUTRAL] Like maybe I didn't um
[CUSTOMER][POSITIVE] I wanna help. I'm really good.
[CUSTOMER][NEGATIVE] No, it's not letting me move forward.
[AGENT][NEUTRAL] OK, um, it might need to be refreshed the page.
[CUSTOMER][NEUTRAL] Let me try one other thing. Maybe the text phone has to be the same as the other one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right. So you want me to refresh?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have to do this over again. Oh, new user.
[CUSTOMER][NEUTRAL] I'm an employer next, uh, I gotta start this whole thing over.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Damn it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hold on a minute. Yeah, we gotta start it all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so 269.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] [PII] city.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Starts taking a minute.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] How to get you to
[CUSTOMER][NEUTRAL] Alright, so the verification code, are you able to give that to me?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, um, it's, it's the same as it was before. I'm sorry?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Can read it a little bit faster too. I don't, I don't need, you know.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, habit sorry OK so um all of the letters are capitalized. I'll specify when they're lower case just so you know OK so you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The numbers [PII].
[AGENT][NEUTRAL] Lowercase [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The number [PII]
[AGENT][NEUTRAL] Lowercase [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Alright username now we're here.
[AGENT][NEUTRAL] Is it letting you go forward?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We will see. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Just kind of typing it all.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Fine.
[AGENT][NEUTRAL] Uh, just for good measure, [PII], um, what browser are you using? Are you using Google Chrome?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, what browser are you using?
[CUSTOMER][POSITIVE] It's the standard one. All right, this one's working.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK awesome OK um it can be a bit finicky the website so I just wanted to make sure alright so it let you create the account?
[CUSTOMER][NEUTRAL] Yeah, it's just taking a second uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, no, no.
[AGENT][POSITIVE] OK awesome so um I refreshed mine as well and I am showing that your account is uh good and active.
[CUSTOMER][NEUTRAL] Alright, so your account is set up. OK, so log in. I just need a little bit of help here.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, so what I need to do is I need to know how to like pull an invoice it says loading in.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yeah, you should be able to have all of that information right there.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] It says we have no open invoices as of right now.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Let's take a look. Give me just a moment.
[CUSTOMER][NEUTRAL] You want you want everything.
[CUSTOMER][NEUTRAL] I'm more kind of.
[AGENT][NEUTRAL] Uh, that is what I am showing as well that we don't have any, uh, invoices for you.
[CUSTOMER][NEUTRAL] Alright, because we're probably gonna generate at the end of the month then.
[AGENT][NEUTRAL] Yeah, I don't show any on my end.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][POSITIVE] All right well that's good I'm I'm all set with you guys then um.
[AGENT][MIXED] All right, sorry that was a bit tedious, but I'm glad we got it all set up and good to go.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Let me log out, let me copy this. It's good.
[CUSTOMER][NEUTRAL] Um, due dates.
[CUSTOMER][NEUTRAL] OK. Do you know when the due dates are normally for your company?
[AGENT][NEUTRAL] Um, so typically when you do receive an invoice, um, it would be around the.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Beginning of the month, but you'll have about 30 days to make that payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. All right, then we're all good to go then. Everything's great.
[AGENT][POSITIVE] Awesome, OK, there wasn't anything else I can help you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright well glad we got that all figured out um thanks for giving us a call if you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.