AccountId: 011433970860
ContactId: 383c6977-9154-486e-bcc7-fd0c1de3e045
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 829650 ms
Total Talk Time (AGENT): 366506 ms
Total Talk Time (CUSTOMER): 461503 ms
Interruptions: 15
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/383c6977-9154-486e-bcc7-fd0c1de3e045_20250623T19:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm with Gray Insurance Company or might be under Gray and Company.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I'm the benefits administrator. OK, what I'm calling about, so I'm online trying to view the billing. So the first question I have is that.
[CUSTOMER][NEUTRAL] Is there a way to print the actual billing off of off the site?
[AGENT][NEGATIVE] Unfortunately right now that is disabled they're working on a glitch in that uh button so it's not at this time but I would be able to send one that I could get a copy of and send it via email.
[CUSTOMER][NEUTRAL] OK, well that, you know, because I can't, that was my another other question I've been getting that same message due to maintenance and this has been going on for weeks and I'm thinking.
[AGENT][POSITIVE] Yes, I'm so sorry.
[CUSTOMER][NEUTRAL] Maybe something's not right. OK. So,
[AGENT][NEUTRAL] What's that number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Your group number?
[CUSTOMER][NEUTRAL] OK, let's see where is that on here?
[CUSTOMER][NEUTRAL] I'm online right now so it should see it.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh, you know, on our new site, I don't know where it would be, to be honest.
[CUSTOMER][NEUTRAL] I don't know it this is not group number here it is. I got, I got it off my file. I got it. I got it off my file. OK, 27025.
[AGENT][NEUTRAL] I tell you what, what did you say? Oh, OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Two sons and you said your name was what?
[CUSTOMER][NEUTRAL] [PII] unless it's under [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well, let me make sure I have the right company pulled up. What is the physical address and phone number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And it might be under [PII].
[AGENT][NEUTRAL] Yes, ma'am, I do have that and unfortunately, I don't, let me, let me check in one more place because I might not be able to discuss anything.
[CUSTOMER][NEUTRAL] But we both
[CUSTOMER][NEUTRAL] But that's crazy cause I.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Because I, I thought I was able to do that because I can get the email I mean I can go online.
[AGENT][NEUTRAL] Yes ma'am, that it might be the case. I just have to look in another place that's all.
[CUSTOMER][NEUTRAL] This is crazy.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I believe I did find it, so let me um let's see.
[AGENT][NEUTRAL] Do do sorry it's taking a second.
[CUSTOMER][NEUTRAL] Well that's OK, that's OK.
[AGENT][NEUTRAL] 27025.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, I do have you. I apologize. OK, so I can definitely send that to you.
[CUSTOMER][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, that would be awesome so here's the other thing, so we came on with you guys as of [PII] well one of the members, the wrong elections in the system for her she elected employee only and we keep changing it we don't know how to get it to save it.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So and then of course [PII] was trying earlier this morning and she says it says you gotta go in and change her profile but it doesn't give you access to do that so.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, I keep, in other words, I keep adjusting, we keep adjusting the bill, but we wanted to save it for the correct premium that y'all should be charging.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, I do get that. I understand that completely. What was the name of the insured?
[CUSTOMER][NEUTRAL] OK, her name is [PII] and her last name is [PII]. I'm gonna spell it for you. [PII]
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me look here. I didn't see that last name. Let's see to do. And when would she have started?
[CUSTOMER][NEUTRAL] Well, as of [PII].
[AGENT][NEUTRAL] Oh, OK. I just didn't see her.
[CUSTOMER][NEUTRAL] But we didn't come on with you guys until April.
[AGENT][NEUTRAL] I see.
[AGENT][NEGATIVE] Oh shit.
[CUSTOMER][NEUTRAL] I mean that's what she elected for the new year she elected employee only but we'd be in charge for employee and spouse.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you by chance have a policy number in front of you for her?
[CUSTOMER][NEUTRAL] Um, let's see, wait, OK.
[AGENT][POSITIVE] Oh wait, I found it. I apologize, it just took me a second.
[AGENT][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know why I couldn't see it on that other invoice that was so strange. OK, so it looks like, OK, employee only that should have been corrected and I apologize for that not having been corrected.
[CUSTOMER][NEUTRAL] Because we keep we keep paying what we know we should be paying.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] But we couldn't figure out how to how to save it in the system. This is all new to us.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] It should have been with you guys making that comment it should have been changed so we need to get that corrected but um let's see, there she is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, yeah, so unfortunately on the most recent invoice she's still gonna be on there as the old uh uh premium. So if we can correct that one more time I will have a uh ticket over to get that corrected as soon as possible so the next invoice that gets generated for August premium will have it corrected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, it should be 3131.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, let's see here.
[CUSTOMER][NEUTRAL] So we're gonna pay of course we're gonna pay what we should be paying anyway because that's what we've been doing the past couple of months.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So, um, but anyway, we just wanna make sure it's corrected in the system.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes ma'am, and would, would you like all three of those invoices that are still open sent over to you?
[CUSTOMER][NEUTRAL] Mm, we just, just the ones for um I mean we paid we already paid um April and I think I paid May what is it? is this June we just got?
[AGENT][NEUTRAL] I apologize my system did not update and you're absolutely right. It's um the June invoice. I, it showed me a completely different group and it was showing me 3 open invoices. That explains why I couldn't find her name to begin with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, we paid every yeah, yeah, we usually pay our bills.
[AGENT][NEUTRAL] Oh yeah, no, ma'am. Yes, I understand. I apologize. I didn't mean to accuse you of that.
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] 7027. OK, [PII].
[CUSTOMER][NEUTRAL] But if you could just send me the [PII] and you know that way because it couldn't I guess eventually I would, I will be able to print that out when they fix it, is that correct? OK.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Absolutely is [PII] I guess maybe it's insurance company. Is that is a good email address?
[CUSTOMER][POSITIVE] I just like having that.
[CUSTOMER][NEUTRAL] Yes, yes, yes. It's [PII].
[AGENT][NEUTRAL] Alright, I'm gonna get that over to you. I'm also gonna include in that email a user guide for our new site just so you have it for reference in the future if there's ever anything you guys want to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, because I mean it ever since they cha I mean we weren't even with you guys that long and they changed it so I really didn't get familiar with the other one and now it's like.
[CUSTOMER][NEUTRAL] You know, we, we had a blonde leading the blonde trying to figure it out.
[AGENT][NEGATIVE] Oh no
[AGENT][POSITIVE] I'm sorry about that.
[CUSTOMER][NEUTRAL] Yeah, because I go to [PII]. I go in there because [PII]'s the HR director. She's my manager and we try to figure it out, you know, and usually I'm the one that goes in to make those adjustments and I'll be the one. I do all the.
[CUSTOMER][NEUTRAL] The administrative work.
[AGENT][NEUTRAL] Mhm. And uh let's see.
[CUSTOMER][NEUTRAL] For it, you know, so.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] I'm still getting used to it myself. What's 7025.
[AGENT][NEUTRAL] And I do see that both of you guys are active on the new site, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So quick question, she, she set up the admin account and added you as a user. Did did you have any issues with um being added when you received the email that she had added you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Awesome. I've just, I've seen that recently and so I think that's great that you were able to get on there.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] We were told that only she was gonna get the emails like when the bill's ready.
[CUSTOMER][NEUTRAL] They said they couldn't put me on it they.
[AGENT][NEUTRAL] Oh no, it should be anybody that's, oh no, anybody that's got access to the account should receive an email.
[CUSTOMER][NEUTRAL] That doesn't
[CUSTOMER][NEGATIVE] Well, because whenever when we first initially did it, we did this, um, and I went and sat in her office and we had somebody that was on the old system and she says well only one person's gonna get the notifications that the bill is ready and I said well it doesn't make sense if I have access to that.
[AGENT][POSITIVE] I am so sorry.
[CUSTOMER][NEUTRAL] And the person on the on the site, the website whoever was teaching us this stuff said oh no we cannot, we cannot send her an email only you're gonna get the email notification so when she gets it she forwards it to me which.
[CUSTOMER][NEUTRAL] It's kind of crazy because I'm the one that's handling it.
[AGENT][NEUTRAL] Did you, did you receive one today, uh, aside from being forwarded from her, did you receive one this morning saying there was a new invoice available?
[CUSTOMER][NEGATIVE] No, only she gets that. I don't get it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's not right. Let me find out about that. I'll have to put in a ticket for that, um, invoices are new. I'm just filling out this email real quick so that I can get it to you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I thought that any user that was on the group would be receiving that email.
[CUSTOMER][NEUTRAL] Well that makes sense to me.
[AGENT][NEUTRAL] Yeah, it does.
[CUSTOMER][NEGATIVE] Uh, I mean, so maybe that person told us the wrong thing. It just doesn't make sense because.
[AGENT][NEUTRAL] So I'm gonna put in a ticket for that.
[AGENT][NEUTRAL] Well, no, if you didn't receive one this morning, then that's what happened because.
[CUSTOMER][NEUTRAL] No, she said, yeah.
[AGENT][NEUTRAL] This morning was the first day that the July invoices available.
[CUSTOMER][NEUTRAL] She sent it to me and they, they told us.
[CUSTOMER][NEUTRAL] Oh yeah, and so she just forwarded it to me, which I think it's kind of crazy because what if she's out.
[AGENT][NEGATIVE] Oh dear.
[AGENT][POSITIVE] Right, absolutely.
[CUSTOMER][NEUTRAL] She can't forward to me if she's in another country on vacation, then I, I just gotta kind of.
[CUSTOMER][NEUTRAL] keep it in my head around the time that the invoice is gonna come out and keep checking online to see if it's there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I realize that's part of trying to remember, but generally it's the [PII] to last weekend of the month that we generate them and then they're due the [PII] of the following month just just so you're aware. I, uh, I'm definitely gonna put in a ticket about this though APL already had that OK.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Mm. Right, yeah, yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, because we just got it and so we usually pay it the in the first week of the new month, you know.
[CUSTOMER][NEUTRAL] Because I gotta audited it, I can't just, you know, I gotta check it with a, a next deduction report which comes out, which comes out on that that's how I, we found this issue, you know. I said, well, she didn't elect and spouse. I don't know, you know, so we just been.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh absolutely and we appreciate that very much.
[CUSTOMER][NEUTRAL] We just been adjusting the bill accordingly, you know, but we couldn't figure out how to get it to stay in the system.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] Well, it should have been, it should have been corrected whether or not the system saved it or not it should have been caught so we will get that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Corrected for you, but I just sent over the June invoice. Absolutely yes ma'am. I just sent over that June invoice.
[CUSTOMER][MIXED] OK, but that would be awesome if I could still get.
[CUSTOMER][NEUTRAL] Alright, let's see, let me see.
[CUSTOMER][NEUTRAL] Alright, I didn't get it yet.
[AGENT][NEUTRAL] And then also it included the user guides for any um other options that you may need to do like adding or removing someone but um I'm not sure why it didn't take this time but we will get that corrected for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, but um, no, I didn't get it yet maybe it takes a while. I don't know.
[AGENT][NEUTRAL] Might be going through a couple of firewalls.
[CUSTOMER][NEUTRAL] Maybe it takes a few minutes.
[CUSTOMER][NEUTRAL] Maybe so, maybe so.
[CUSTOMER][NEUTRAL] Well, OK then I'm glad I called then um hopefully they can get me on a notification list, but we were told no, we were told only one person gets that, which to me is just bizarre.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, I, I'm like working on that right now. I'm going to let the people know that you know about the suggestions and uh issues going on with the new site. I am definitely going to let them know that this needs to be changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, hopefully next month I'll be able to print the bill myself. I'll have to call you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, that, that should definitely be corrected but um as far as the notifications, I apologize I could not tell you when that would be changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] That would be awesome. It would be nice for us both to get both to get any notifications because we back one another up, you know, so no, that's it.
[AGENT][NEUTRAL] Is there anything else while we're on the phone?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][NEUTRAL] Alright, so you should receive an email. If you do not receive that email, please give me a call back. Um, my name is [PII], and you can call back in, OK.
[CUSTOMER][POSITIVE] It just came in. It just came in. I see it. Uh, yeah, thank you so much, [PII]. I feel like I'm getting somewhere now.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm sorry you felt like you weren't before.
[CUSTOMER][NEUTRAL] No, we wouldn't.
[CUSTOMER][POSITIVE] But thank you so much. I really appreciate it.
[AGENT][POSITIVE] Yes, ma'am. You have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK. OK, you too. Thank you. All right, bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.