AccountId: 011433970860
ContactId: 30d1fdd8-c6c0-4ae4-861d-378801c33faf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 876130 ms
Total Talk Time (AGENT): 438746 ms
Total Talk Time (CUSTOMER): 402180 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/30d1fdd8-c6c0-4ae4-861d-378801c33faf_20250214T14:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII]. How are you?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][POSITIVE] Good happy [PII].
[AGENT][POSITIVE] Happy to you.
[CUSTOMER][NEUTRAL] Alright, I have a group admin on the phone. Um, his name is [PII], I think is how he pronounces it [PII]
[CUSTOMER][NEUTRAL] And the group number is 24891.
[CUSTOMER][NEGATIVE] And I believe that he is trying to get on the online service center to make a payment. His dialect is really thick and I can't understand him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he has [PII] with him. [PII] is the consultant, not sure what that means.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] He's the agent.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, oh, there it is. I see it, and um, he did, I did verify him, uh, [PII], not [PII], but the group Batman, um, he's not listed as the group Batman, but his email does match the [PII].
[CUSTOMER][NEUTRAL] And so can you assist him with the billing part, you know, he's trying to make a payment I believe or look at the look at the account or something he said.
[AGENT][NEUTRAL] OK. So [PII] is the one that's gonna have to add him as a
[AGENT][NEUTRAL] Eer to get online but I can help him with that. That is not a.
[CUSTOMER][NEUTRAL] OK. And I think that's probably why he has the, the agent on the phone and so even with that, still need, yeah, still need, OK. All right. I'll let him know.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, but I don't.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Not a problem though. I can do that. If you can give me a, a good callback number just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, he gave me [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And you say you got like uh
[CUSTOMER][NEUTRAL] That is it.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII] is how he spells his name. He said he's the group admin and then he's with the agent.
[AGENT][NEUTRAL] OK. I can, I can talk to him. I'll talk to him just to see what's going on.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[CUSTOMER][POSITIVE] I can appreciate it. Thank you so much.
[AGENT][POSITIVE] No problem. You're welcome. Thank you.
[AGENT][NEUTRAL] [PII], this is [PII] and group of.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] In uh group billing, uh, [PII] said a good callback number for you is [PII] and that you are trying.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, that's the.
[AGENT][NEUTRAL] And you're trying to get online?
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[CUSTOMER][NEUTRAL] Yes, I have a user ID and so I can log in, but when I log in it's it's, uh, it's logging in I guess as the administrator or whatever because it it takes me to pay the bills and manage the whatever the account but I can't see my personal information I wanna see my claims or whatever I don't have like a.
[AGENT][NEUTRAL] Oh, so you're wanting to get on for your own, your personal.
[CUSTOMER][NEUTRAL] You see
[CUSTOMER][POSITIVE] Yes, exactly, yes, we.
[AGENT][NEUTRAL] OK, that is a whole different area.
[CUSTOMER][NEUTRAL] OK, I know that I'll be talking to the right person.
[AGENT][NEUTRAL] That is a whole different ballgame there. Uh, she thought you were trying to get in on the online service as far as the, uh, group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I have that already, but when I log in, I see the invoices that I can pay and everything, you know, but I have people that, I have people that do that for me already. I, but I have [PII] who's he's our consultant. He's on the line and he was trying to help me to manage some claims, but when I try to log in, I just don't, don't see it. So I said, OK, let me call him and see how I can do that because I try to register and he doesn't recognize me.
[AGENT][NEUTRAL] First, I mean the
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah, gotcha. OK.
[CUSTOMER][NEUTRAL] Unless I'm in the wrong website.
[AGENT][NEUTRAL] Uh, well, it would be the same website that you, I mean, if you're registering on the AM, but you cannot, the, uh, if you have a,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Where you go in and look at the invoices if you have a log in for that you can't use the same um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, username because it won't let you do that so if you try to use the same username as, as, as you use for the group.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] You can't use it for your individual policies.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That makes sense.
[CUSTOMER][NEUTRAL] Uh, OK, yeah, it makes sense, yeah.
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] But when I try to register and I put my last name, Social Security, and my email and everything, it says not recognized.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm gonna try, I'm gonna try it again with you if you don't mind.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hey, uh, let me see uh.
[AGENT][NEUTRAL] That, hold on just a moment because that is, I, I'm, I'm usually with the group part. So, let me see about the individual and I do apologize. Um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, no, that's fine.
[AGENT][NEUTRAL] So this, uh, so you're trying to get logged in to, to find your claims uh to see if.
[AGENT][NEUTRAL] See about claims that was filed and so forth, is that correct?
[CUSTOMER][NEUTRAL] Yeah, and they were.
[AGENT][POSITIVE] I just want to make sure, sure that I got this, uh, the right thing.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, yeah, I just wanna do is have a like a personal login that I can go and do my stuff because I never had to, I never, I never had to do it before but when I do it, I mean when I log in I just log in for the company side, you know, to.
[AGENT][NEUTRAL] Right, right, OK.
[AGENT][NEUTRAL] Right, right. And, and, and that's two different areas. So, um let me see if I can't get.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're logged in there.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I do apologize because that is just not my expertise and I do apologize on that, so.
[CUSTOMER][POSITIVE] No, no, that's thank you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Go on.
[AGENT][NEUTRAL] Now, is that the, uh, now you are on the [PII], I mean, the.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, it says
[CUSTOMER][POSITIVE] [PII], yeah, that's right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it says register.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Um, I do apologize. I do apologize. I wanna make sure that I get you straight.
[CUSTOMER][NEUTRAL] You know, I, I
[CUSTOMER][POSITIVE] I want to let you know that [PII] is the person we're trying to solve the problem for. I'm a consultant for the group. My name is [PII]. I helped the group. I consult with them to, to, and you know what I remember about a year ago [PII] and I were resolving a problem and he was able to log in as an individual, so I don't know what happened between then and now.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] But something happened because like I'm telling you, uh, I don't know how long ago exactly, but sometime, maybe a year or at the end of [PII], the gap plan from APL have been there with the company for, for a couple, you know, a number of years now, and we, uh, [PII] and I logged in, you know, we were, I was helping them with a, with a problem on the personal side.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And he did we were able to log in and see payments made on his behalf.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And now, now for some reason that's we're having a problem, he's having a problem doing that.
[AGENT][NEUTRAL] OK, I understand that um and if y'all don't mind and I hate to do this, but can I transfer you over to our customer service department and see if they can't get you to that on his personal level?
[CUSTOMER][POSITIVE] Sure, uh, no, sure, thank you.
[AGENT][NEUTRAL] OK, [PII], um, is there anything else that I can do before I transfer you and I hate to do this, um, but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, you know what, yeah, you know, he can get in as an administrator. That's good, but, uh, right now what we really need to do is look at yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We won't let
[AGENT][NEUTRAL] Individual.
[CUSTOMER][NEUTRAL] Yeah, we need the individual parts.
[AGENT][NEUTRAL] OK. OK, does he have a policy number just in case so I can.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, is there any particular policy? If he, if that's OK, that, that's OK. I can get that.
[CUSTOMER][NEUTRAL] Do you have that [PII]? You know what, I don't have it. I, I, I, I don't.
[AGENT][POSITIVE] That is not a problem.
[CUSTOMER][NEUTRAL] Is it on the one on the card? Is it it's the one on his ID card that he carries with him, right?
[AGENT][POSITIVE] That's OK. I got it. I can get that. That is not a problem.
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] OK, you know what, we, we, can you tell me, can you tell me that number because I'm doing notes as we go along.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one moment, let's get that. What is [PII]'s last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. So that policy number is 246.
[AGENT][NEUTRAL] 226 8.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 226-8. So that's the group number. What about his personal number is it?
[AGENT][NEUTRAL] No, no, no, no, no, no, no, no, his personal number is 246.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 226 8.
[CUSTOMER][NEUTRAL] OK, that's his personal number.
[AGENT][NEUTRAL] Yes, that's his policy number.
[CUSTOMER][NEUTRAL] Is there, yeah, is there a different number for the that I that identifies and ties to the group or just each employee gets their own personal number?
[AGENT][NEUTRAL] That is his own personal policy number.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So if he pulls up, that's what he's gonna be asking questions about is his poss his, you know, unless he's now if he's calling about the group that would be a different story. That would be the number that um was given before the 24891.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 00, OK, 248, what is it?
[AGENT][NEUTRAL] The 24891 is the group number.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK, so hold on just a minute.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] See what we can do here. Um, again, is there anything else that I can help you out with before I transfer you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] No, no, no, no, thank you, no, you have been very thank you. Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, thank y'all and y'all y'all, thank you for calling APL. Y'all have a wonderful day and if you hold on just one moment, we'll get you someone to get you connected, OK?
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][POSITIVE] You're so welcome. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The internet. Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Who is this?
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Uh, yes. Sorry, uh sorry, for some reason, my internet says it's not connected, so I thought it was, OK, OK. I got it.
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK, that's OK. Um, I have, uh, on the phone.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And he has the agent on the phone with him and it was transferred to me because they thought he wanted to get online on the online service center as an administrator but he's wanting his own personal policy to get on there um and I can give you that policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And a good callback number is [PII].
[AGENT][NEUTRAL] And he, he's been verified according to [PII], he's been verified, but his personal policy number is 2462268.
[AGENT][NEUTRAL] So the agent said that at one time he was able to log into his personal account, he's wanting to see his um claims and everything else and what he's paid and all that good stuff um but he's not able to get on there anymore.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Probably has been a a a little bit of a time and he has to reset his password. OK. Um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And I'm not familiar with that, so, and I do apologize.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no worries. I can help him. Uh, what is the callback number?
[AGENT][NEUTRAL] That [PII]. That's the number they gave me.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, [PII]. Um, I pulled up a policy for [PII]. Was that him?
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm OK. You're ready?
[CUSTOMER][POSITIVE] Mhm. I'm ready.
[AGENT][POSITIVE] Thank you, dear, and you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Uh-huh, bye bye.