AccountId: 011433970860
ContactId: 385bb14c-3da5-4bcb-8fa2-ab345a5f11ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1293969 ms
Total Talk Time (AGENT): 330732 ms
Total Talk Time (CUSTOMER): 285536 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/385bb14c-3da5-4bcb-8fa2-ab345a5f11ea_20250609T15:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APO. This is Mellette Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling about a bill please.
[AGENT][NEUTRAL] OK, I can help you with that. Um,
[AGENT][NEUTRAL] What is that card number?
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] What is that group number?
[CUSTOMER][NEUTRAL] 27001.
[AGENT][NEUTRAL] And um what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You say [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And, and can you, um,
[AGENT][NEUTRAL] Give me a
[AGENT][POSITIVE] Good callback number just in case we get disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And [PII], can you verify the address on this group, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] She like
[CUSTOMER][NEUTRAL] I mean [PII]. I mean like [PII].
[AGENT][NEUTRAL] And can you verify the email address that we have on file please?
[CUSTOMER][NEUTRAL] Accounting at the education fund at education.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Accounting.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK. You said at.
[AGENT][NEUTRAL] [PII] or [PII] fund?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you so much. OK, and, uh, [PII], what can I do for you today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I am unable to log on.
[AGENT][NEUTRAL] OK, um, you will have to create a new.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] You'll have to create a new log in.
[AGENT][NEUTRAL] You have to re-register?
[CUSTOMER][NEUTRAL] Why is that?
[AGENT][NEUTRAL] Uh, we have a, and we changed our program to a new online service center.
[AGENT][POSITIVE] And I can help you with that.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] You just would go on to the new one and and just go on and re-register at the [PII].
[CUSTOMER][NEUTRAL] Where, where do I go?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] The same place you would always go.
[CUSTOMER][NEUTRAL] So I see now that I am.
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] I'm in the
[CUSTOMER][NEUTRAL] Site where I usually go.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Uh, but I don't see any history or anything like that.
[AGENT][NEUTRAL] Right. Uh, and you.
[CUSTOMER][NEUTRAL] Well now I'm seeing it. No, I see up to March.
[AGENT][NEUTRAL] OK, let me see what we have.
[AGENT][NEUTRAL] Just a moment, I'm looking at this.
[AGENT][NEUTRAL] OK. I do not see that you are registered. What you would do is go, uh you, you're gonna go to where it says um
[AGENT][NEUTRAL] New account?
[AGENT][NEUTRAL] Are registered it'll ask you if you're gonna log in or.
[AGENT][NEUTRAL] That's where you would go is where.
[CUSTOMER][NEUTRAL] OK, I don't understand what you're saying can you?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I went to where the old site, is that what you're dealing with right now?
[AGENT][NEUTRAL] W
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am, and if you'll go on there and it says log in.
[CUSTOMER][NEUTRAL] You're saying um, am I gonna register in there?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I logged in.
[AGENT][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] I logged in.
[AGENT][NEUTRAL] OK, I'm not showing that you have registered.
[CUSTOMER][NEUTRAL] Yeah, I'm not I I don't think we're on the same page.
[AGENT][NEUTRAL] I don't think so either, and I do apologize. Um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you have the log in can you see my username for this log in?
[AGENT][NEUTRAL] OK, now on the new one you would, you're not gonna use the username you're gonna use your email address as the log in.
[AGENT][NEUTRAL] So, if you'll go into the
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let's start over. I am not going to log in where I usually log in, OK? I'm, I'm not gonna go there.
[AGENT][NEUTRAL] Where's
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, if you go to log in, alright if you it says to log in or register.
[CUSTOMER][NEUTRAL] Where do I go?
[CUSTOMER][NEUTRAL] If I never logged in before.
[AGENT][NEUTRAL] You'll go to the same place.
[CUSTOMER][NEUTRAL] What what's the, what's the um.
[CUSTOMER][POSITIVE] OK, it's saved. I just have a saved um.
[CUSTOMER][POSITIVE] Favorite, and it's giving, when I go there, the old username and everything is there. Are you saying just remove type over that?
[AGENT][NEUTRAL] I you
[CUSTOMER][NEUTRAL] Could you just give me the email address the um the address, the web address.
[CUSTOMER][NEUTRAL] Let me start over please.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Am public.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] The workforce benefit sign in.
[AGENT][NEUTRAL] Um, it, it'll ask you if you're gonna, it should ask you if you're gonna register to register.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're gonna log in or register.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Let me go back.
[CUSTOMER][NEUTRAL] I just see here sign in claims and forms.
[AGENT][NEUTRAL] Or do the sign in and all that.
[CUSTOMER][NEUTRAL] I'm at [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's, I, no, I don't get that. I have signed in.
[AGENT][NEUTRAL] Sign in.
[CUSTOMER][NEUTRAL] OK, welcome to online service center, online service center 24 hour access to APL insurance.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says create your OSC account.
[AGENT][NEUTRAL] That's, that's, yes ma'am, that's where you're gonna go create your login account.
[CUSTOMER][NEUTRAL] Or log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and group or insured?
[AGENT][NEUTRAL] That you're uh you're gonna go group.
[AGENT][NEUTRAL] Is that right in your career?
[CUSTOMER][NEUTRAL] It said to send verification code.
[AGENT][NEUTRAL] Yes ma'am, and it's gonna send it to the account uh the address that we have on file, the email address that we have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The plain name.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Uh, um, uh, you, it's, it's [PII]. I'm sorry. I couldn't hear, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this, is this asking for my name or the company name?
[AGENT][NEUTRAL] Uh, you can put the company name.
[CUSTOMER][NEUTRAL] It says your account has been successfully created. Go to dashboard.
[CUSTOMER][NEUTRAL] I but it's asking me to log in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. I'm gonna check it on my end as well.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] OK. I, I just, I can see where you started it and it's.
[AGENT][NEUTRAL] Once you finished.
[CUSTOMER][NEUTRAL] For giving me a code.
[AGENT][POSITIVE] Yes ma'am, it will.
[CUSTOMER][NEUTRAL] It's still um really um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] Um, 40.
[CUSTOMER][NEUTRAL] Welcome to online service.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is my history gonna show up here? This looks very strange.
[CUSTOMER][NEUTRAL] I don't, this is
[AGENT][NEUTRAL] It, it changed.
[CUSTOMER][NEUTRAL] I don't, where am I gonna be?
[AGENT][NEUTRAL] Was she able to
[CUSTOMER][NEUTRAL] I don't see that. I don't see the bill.
[AGENT][NEUTRAL] OK, hold on just a moment.
[CUSTOMER][NEUTRAL] I see, I don't see any history. I don't see any. Where do I look?
[AGENT][NEUTRAL] OK, I do see that you're.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] OK. You should be able to
[AGENT][NEUTRAL] Now hold on just a moment. Let me go back.
[CUSTOMER][NEUTRAL] Is this my personal account?
[AGENT][NEUTRAL] No ma'am, this is the group account that you, I do see that you have registered and on on there you should see your open invoices and you should see your ones.
[CUSTOMER][NEUTRAL] Where?
[AGENT][NEUTRAL] OK, are you at the open invoices or my invoices?
[CUSTOMER][NEUTRAL] I'm at the the dashboard.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, now, now I see it's making a little bit more sense. 13 and short.
[CUSTOMER][NEUTRAL] Go to groups.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Now I need to see my bills.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You should be able to see your bills and it should say open invoices.
[AGENT][NEUTRAL] And then also?
[CUSTOMER][NEUTRAL] Oh, invoicing?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So see my [PII] bill is still here. I thought I paid it.
[AGENT][NEUTRAL] OK, I see that the June invoice is still out, uh, is still open.
[AGENT][NEUTRAL] And then the ones down at the bottom you should be able to see your paid invoices as well.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, yeah, I see that.
[AGENT][NEUTRAL] OK, so you're able to see everything?
[CUSTOMER][NEUTRAL] OK, so [PII] there's a credit.
[CUSTOMER][NEUTRAL] So for [PII] for me you can pay.
[CUSTOMER][NEUTRAL] 1979.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The 1979 60 is the amount that, since there was a credit for um since [PII] come off, is there any more changes on here?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Is that the only change?
[CUSTOMER][NEUTRAL] I have to submit the invoice to a kid, right?
[AGENT][NEUTRAL] Yes ma'am, is there any other changes that need to be made on the invoice or is that the only one?
[CUSTOMER][NEUTRAL] This is saying ACH. I wanna make an online payment.
[AGENT][NEUTRAL] OK, then you will submit your invoice.
[CUSTOMER][NEUTRAL] OK, so it's saying paper check or ACM.
[AGENT][NEUTRAL] ACH.
[AGENT][NEUTRAL] If you're gonna pay online it's gonna be the ACH.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Invoice submitted.
[CUSTOMER][NEUTRAL] What does it mean return?
[CUSTOMER][NEGATIVE] I'm afraid to hit my turn. I don't wanna undo it.
[AGENT][NEUTRAL] Uh, I understand.
[CUSTOMER][NEUTRAL] OK, so I see the payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you see the payment on your end?
[AGENT][NEUTRAL] I'm looking. Hold on just a moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] It's coming up and I do apologize.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] I do see that it has been submitted. Yes, ma'am.
[CUSTOMER][NEUTRAL] I need my
[CUSTOMER][NEGATIVE] I didn't get a receipt for my payment.
[AGENT][NEUTRAL] Uh, you should just give it, uh, you may have to give it a couple of minutes. And you may wanna check your, um,
[CUSTOMER][NEUTRAL] It's gonna detail.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] OK, I think I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, I got it.
[AGENT][POSITIVE] It does take a couple of minutes and I do apologize.
[CUSTOMER][POSITIVE] No, no, I appreciate it thank you so much.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that takes care of everything. I appreciate it.
[AGENT][POSITIVE] All right, well thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.