AccountId: 011433970860
ContactId: 2e49329e-b8d6-48ab-bbce-bb6dd7254f08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1932380 ms
Total Talk Time (AGENT): 315421 ms
Total Talk Time (CUSTOMER): 452074 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2e49329e-b8d6-48ab-bbce-bb6dd7254f08_20250604T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Beverly Industries in [PII]. I finally got signed into the new website, but I can't find out where to make payments.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] OK. And uh could, uh, I'll be happy to help you out with that, [PII]. Could you please give me your group number?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Your group number?
[CUSTOMER][NEUTRAL] 26573
[AGENT][NEUTRAL] Alright, and could you verify the address that we should have on file for your group, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][POSITIVE] All right. Thank you for that. And is that a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so, um, when you're logged in, do you see anything that says um invoices or um my billing anything like that? can you let me know.
[CUSTOMER][NEUTRAL] I[PII]
[CUSTOMER][NEUTRAL] I'm on I'm on the dashboard.
[CUSTOMER][NEUTRAL] Uh my group resources manage users or help.
[AGENT][NEUTRAL] OK, and can you, can you see your invoices?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I don't see them anywhere. I go to my group and it just lists my agents and which policies we have available.
[AGENT][NEUTRAL] And can you go, um, are you in your dashboard? Can you go to your dashboard and tell me what you see?
[CUSTOMER][NEUTRAL] I've tried to.
[CUSTOMER][NEUTRAL] Dashboard.
[CUSTOMER][NEUTRAL] It says Beverly Industries our group number says activate contacts my name or my CFOs and our phone number and my email address.
[CUSTOMER][NEUTRAL] And it says we have 239 insured members. I go to group or my broker.
[CUSTOMER][NEUTRAL] Go to broker that's.
[CUSTOMER][NEUTRAL] Or I can file a claim, but that's all it's on here and it's no invoices.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Um, can you, are you able, do you know how to take a screenshot of your screen?
[AGENT][NEUTRAL] With the snipping tool.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure how to do that.
[AGENT][NEUTRAL] Uh, are you using a Windows computer?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Can you go to this um like on the task at the task bar do you see where it says search like right next to the little blue windows icon?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] It should be at the um where your search bar is like where your um your task bar is like a little should be just a little strip at the bottom um.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I download.
[AGENT][NEUTRAL] Just click where do you see a search bar?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you type a snipping S N I T P I N G and you should see something pop up.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Type one?
[AGENT][NEUTRAL] Snipping or you can just type snip SNIP and you should see snipping tool pop up.
[CUSTOMER][NEUTRAL] Snip
[CUSTOMER][NEUTRAL] Snipping tools.
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] Well that just took me right it just took me right off the web page website.
[AGENT][NEUTRAL] Did you see anything pop up that says snipping tool?
[CUSTOMER][NEUTRAL] Oh hold on, hold on.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, um.
[CUSTOMER][NEUTRAL] It's Chrome.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] What's this?
[CUSTOMER][NEUTRAL] OK, I found.
[CUSTOMER][NEUTRAL] No, I see.
[CUSTOMER][NEUTRAL] I've got the invoice now.
[AGENT][NEUTRAL] OK, you found the invoice?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Well, I found a spreadsheet.
[AGENT][NEUTRAL] OK, um, is it.
[CUSTOMER][NEUTRAL] Groups detailed plan.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] If it went to a spreadsheet then you may have clicked on um like you probably clicked on the Excel icon or something um so can you go back to before you got to that spreadsheet where it actually.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Dashboard OK.
[CUSTOMER][NEGATIVE] There's no listing of invoices. There's not there's no.
[CUSTOMER][NEUTRAL] My not my group doesn't.
[CUSTOMER][NEUTRAL] Changed his stuff so.
[CUSTOMER][POSITIVE] Makes it better and it's not better go back to OSC.
[CUSTOMER][NEUTRAL] I don't know where it is.
[AGENT][NEUTRAL] Yeah, it, it can are you able to like take it um is there anyone there that knows.
[CUSTOMER][NEUTRAL] No, I'm not able to.
[AGENT][NEUTRAL] I was gonna ask, is there anyone there that um is like.
[CUSTOMER][NEUTRAL] Can you, can you sign on?
[AGENT][NEUTRAL] That can that knows how to take a screenshot on the computer.
[CUSTOMER][NEUTRAL] Do you know how to take a screenshot on the computer?
[CUSTOMER][NEUTRAL] In a hall
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I don't know where it is.
[AGENT][NEUTRAL] Do you know where the print screen button is on your computer?
[CUSTOMER][NEUTRAL] Look down here.
[CUSTOMER][NEUTRAL] Hold on, hold on a second, hold on a second, oh.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Stepping to a lab there it is, hold on.
[CUSTOMER][POSITIVE] Yes, absolutely, yeah.
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on a second lay the phone down.
[CUSTOMER][NEUTRAL] And then you kind of we bring it over there.
[CUSTOMER][NEUTRAL] What's that maybe?
[CUSTOMER][NEUTRAL] They changed it since I've used it.
[CUSTOMER][NEUTRAL] Oh there you go.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] OK, now what I do with it.
[AGENT][NEUTRAL] Did you were you able to get that pulled up?
[CUSTOMER][NEUTRAL] Yeah, I I think I've got it, but.
[AGENT][NEUTRAL] OK, after you've taken a screenshot, can you email it um to me please so I can see the screen that you're looking at?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, what's your email address?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] What? Clear?
[AGENT][NEUTRAL] [PII] it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, let me see how.
[CUSTOMER][NEUTRAL] Screenshots are automatically saved to your green screenshot folder. Where the hell is that?
[AGENT][NEUTRAL] You just, you can just paste it so whenever you open the email just click uh just press control Z on your keyboard or you can right click and paste.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where did my email go?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Close my email.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] New email.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Control B.
[CUSTOMER][NEGATIVE] It's not showing it.
[CUSTOMER][NEUTRAL] Format a picture, shadow, reflection, glow, what do you want?
[AGENT][NEUTRAL] You just have to paste it, um, just paste it in the email like press control and then or you can right click and click paste.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, I sent something. I don't know where it went now I've got.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Microsoft
[CUSTOMER][NEGATIVE] Oh shit, sorry.
[AGENT][NEUTRAL] Did you send the email?
[CUSTOMER][NEGATIVE] No, it didn't it bounced back.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh back and not open.
[CUSTOMER][NEUTRAL] OK, I just sent it.
[AGENT][NEUTRAL] And is it coming from [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I red.
[CUSTOMER][NEUTRAL] Right on.
[CUSTOMER][POSITIVE] Thanks for calling.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's a yeah. Oh.
[AGENT][NEUTRAL] Alright, I'm just waiting for that to come through.
[CUSTOMER][NEUTRAL] Based on
[CUSTOMER][NEUTRAL] If you have a 3 then it takes an hour to get.
[CUSTOMER][NEUTRAL] Yeah, oh, wait a minute.
[CUSTOMER][NEUTRAL] Just got an email back saying that you received it.
[CUSTOMER][NEUTRAL] I look, I'm bringing to camp in the morning.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But you know it's fine.
[CUSTOMER][NEUTRAL] Anytime he fine in them.
[CUSTOMER][NEUTRAL] And the other day.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Anything?
[AGENT][NEUTRAL] Um, I'm still waiting for someone to forward it to me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I, I can the PO I have it.
[CUSTOMER][NEUTRAL] And it's like that.
[CUSTOMER][NEUTRAL] Monday, OK
[AGENT][NEUTRAL] OK, it looks like there's over.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] It didn't send anything.
[CUSTOMER][POSITIVE] I did exactly what you said. Let's try it again.
[CUSTOMER][NEUTRAL] Search snip.
[AGENT][NEUTRAL] And make sure you're taking a snip of like your screen in the OSC so I can see what you're seeing and navigate you to the invoices.
[CUSTOMER][NEUTRAL] Stepping through
[CUSTOMER][NEUTRAL] Yeah, I'm trying here.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][POSITIVE] Alright, now we can do this.
[CUSTOMER][NEUTRAL] There we go.
[AGENT][NEUTRAL] And when you paste it, you should see it pop up in the email like you should see it, be able to see it.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's, it's, it's there now. OK, just send it, just send it again.
[AGENT][NEUTRAL] OK, right, yeah, just let me know.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, credit cards.
[CUSTOMER][NEUTRAL] It might just be it's the end of the month so it might just but I and I know it's not a hard.
[CUSTOMER][NEUTRAL] But if it cost, I mean, it's it's done in the last few months, if it, yeah, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Nothing here.
[AGENT][NEUTRAL] I, I, I have to wait for the care team to, to forward it to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh there it is, hey.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I just got it.
[AGENT][NEUTRAL] OK, when you
[AGENT][NEUTRAL] Go to group, um, where it says members and go to group, does it, what does it show you?
[CUSTOMER][NEUTRAL] What my group.
[AGENT][NEUTRAL] Not my group but um where it says go to group.
[CUSTOMER][NEUTRAL] Go to OK.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Where it says members and then go to group and then insured's 2:30.
[CUSTOMER][POSITIVE] Shows shows shows me the shows me the broker and shows the products.
[CUSTOMER][NEGATIVE] And number of policies per product but it does not give me an invoice.
[CUSTOMER][POSITIVE] Oh there we go, there you.
[CUSTOMER][NEUTRAL] Invoice
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Can you see it now?
[CUSTOMER][NEUTRAL] OK, how do I not pay one of these invoices?
[CUSTOMER][NEUTRAL] You have to submit the invoice.
[CUSTOMER][NEUTRAL] To complete the process.
[AGENT][NEUTRAL] Yeah, it looks like you have a May invoice due. Is that the one you're seeing?
[CUSTOMER][NEUTRAL] Have what?
[AGENT][NEUTRAL] Um, do you see your, it looks like you have your invoice for May is due. Do you see that?
[CUSTOMER][NEUTRAL] Payment due date is [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] No, yes, I have to adjust the amount, so how do I do that? Cancel.
[AGENT][NEUTRAL] The people that do you need to like remove someone or take someone off?
[CUSTOMER][NEUTRAL] I can add an employee.
[AGENT][NEUTRAL] Do you need to to remove what do you need to do? Do you need to remove an employee or do you need to add one?
[CUSTOMER][NEUTRAL] I need to remove 2.
[AGENT][NEUTRAL] OK, so you click on the ones that you need to remove. So click on the first one you need to remove and it'll say adjust amount.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] Find him.
[CUSTOMER][NEUTRAL] I'm gonna send you a dispatch to the entry.
[CUSTOMER][NEGATIVE] Yes, remove them.
[CUSTOMER][NEUTRAL] [PII] agree.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, now what?
[AGENT][NEUTRAL] So you've removed um the people that you need to remove, do you still need to add someone?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so does the amount um is it showing the amount that.
[CUSTOMER][NEUTRAL] Submitting but.
[AGENT][NEUTRAL] That you, is the amount correct now?
[CUSTOMER][NEUTRAL] No, it didn't change.
[CUSTOMER][NEUTRAL] Do not change the amount.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Who did you, who did you remove?
[CUSTOMER][NEUTRAL] Why, why didn't you just leave this alone?
[CUSTOMER][NEUTRAL] I'm removing.
[CUSTOMER][NEUTRAL] Um, [PII]'s volunteer term life.
[CUSTOMER][NEUTRAL] And [PII]'s term life.
[CUSTOMER][NEGATIVE] But it's not adjusting it down.
[AGENT][NEUTRAL] OK, they're both [PII] is still on the invoice. So whenever you clicked, did you click adjust amount and put 0? Don't, don't delete entry, you'll click adjust amount and then the amount you'll put in the due, you'll put 0.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, alright, let's see.
[CUSTOMER][NEUTRAL] Adjust amount, OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And let me find the other one.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] Oh shit I did the wrong one.
[CUSTOMER][NEGATIVE] Oh this is so difficult. Why is it?
[AGENT][NEUTRAL] After you adjust the amount, you'll just click submit um after on that person.
[AGENT][NEUTRAL] And then you'll go to the next one and do the same thing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So the Mountain Dew is OK.
[CUSTOMER][NEUTRAL] Now submit invoice.
[CUSTOMER][NEUTRAL] ACH
[AGENT][NEUTRAL] Is the, OK, so the amount is correct now?
[CUSTOMER][NEUTRAL] Yeah, 9706 67.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Where's my confirmation? Is it emailed to me?
[AGENT][NEUTRAL] Yeah it should be emailed to you um it might take a couple seconds but if you want I can stay on the line and make sure you get it.
[CUSTOMER][POSITIVE] OK, yeah, I've got it OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's certainly not that that that's certainly not simpler than the old system. Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yeah, it's a little bit of a learning curve.