AccountId: 011433970860
ContactId: 388d442d-a9d2-4dd8-86cb-81491e212187
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1376920 ms
Total Talk Time (AGENT): 518366 ms
Total Talk Time (CUSTOMER): 322905 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/388d442d-a9d2-4dd8-86cb-81491e212187_20250605T19:48_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Uh, good afternoon. I'm calling on behalf of the employer. I'm trying to log in and the system is is telling me that my, my email address doesn't exist. I don't understand that because I'm receiving the verification code.
[AGENT][NEUTRAL] OK, so you're the administrator for the group and you're trying to set up the profile but it's not allowing you to fully set it up?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I am the main. I am the main trail.
[AGENT][NEUTRAL] Yes, ma'am, I can try and.
[CUSTOMER][NEUTRAL] I am the administrator.
[AGENT][NEUTRAL] So I can try and help you with this, and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name [PII].
[AGENT][NEUTRAL] Can you please spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And uh [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Um, I'm calling you from my side because my, my work phone is not working right now.
[CUSTOMER][NEUTRAL] But I can give it to you if you want to verify it. [PII].
[AGENT][NEUTRAL] That's your callback number, is that correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and the group number, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] Uh, hold on, let me look for a.
[CUSTOMER][NEGATIVE] For uh an invoice because I don't have the my money.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Room number is 22473.
[AGENT][NEUTRAL] OK, [PII], thank you very much. Give me a moment to get the group's information pulled up and then I will need to verify several things with you for security. So one moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so first off, if you could please verify the group name and address.
[CUSTOMER][NEUTRAL] Do you need the address?
[AGENT][NEUTRAL] I need the group name and the group address.
[CUSTOMER][NEUTRAL] This is Pedrotavia LIC.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][POSITIVE] Thank you, also your email address please?
[CUSTOMER][NEUTRAL] I at the [PII].
[AGENT][NEUTRAL] OK, thank you and then the phone number that we have on file for the group as a whole is the [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Well, that's my extension. Maybe you have a different [PII]. It could be another one as well.
[AGENT][NEUTRAL] No, ma'am, that's what I, no, ma'am, that is the number that we have on file for the group. So that is the.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] That is a good number. Is that correct?
[CUSTOMER][POSITIVE] OK, yes, it is correct, yes.
[AGENT][NEUTRAL] OK, thank you. All right, so in setting up the profile I can try and help you troubleshoot because you are setting up a completely new profile since we have had some changes to the portal.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Can we try and set this up again?
[AGENT][NEUTRAL] Together so that I can see if we're still getting an error message at Dallas. I'll have to get some additional information from you so that I can submit that to our IT department to look into it for you.
[CUSTOMER][NEUTRAL] So I, you, you have to change the setup of the web page, so I have to create a new one?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And you have, um, do you have my information?
[AGENT][NEUTRAL] So you would not just when you pull up the online service center page you're going to need to select create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for your, you're gonna be.
[CUSTOMER][NEUTRAL] So which role, which role I'm going to be we we we will describe myself group, OK.
[AGENT][NEUTRAL] Group
[AGENT][NEUTRAL] You're gonna be the, for the group, yes, ma'am, and then click next.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On this screen, all you're going to enter is your, the two fields that have the red asterisk with them. So that's gonna be the group number and then your work email that we just verified together.
[CUSTOMER][NEUTRAL] I'm going to change the group number just in case because sometimes my.
[AGENT][NEUTRAL] Well, the group number is the 2.
[CUSTOMER][NEGATIVE] My extension doesn't well.
[AGENT][NEUTRAL] No, no, no. The group number is not, yes, ma'am, but you.
[CUSTOMER][NEUTRAL] No, no, the phone number, the phone number, the phone number, ma'am.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] But you're not gonna enter the phone number. As I said, you're only gonna enter the information in the two boxes with the red asterisk. So that will be your group number and your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you add the phone number?
[AGENT][POSITIVE] You would have to send an email to us at [PII] and I'll be happy to give you the email address if you're wanting to add another phone number on file that you can send that to and we'll be happy to get it added.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Now with the new portal it is going to ask you I mean it will send you a verification code or um.
[CUSTOMER][NEUTRAL] Yeah, um, I'm um.
[AGENT][NEUTRAL] Security code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have to change the pass.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, that's right, that's it I I can verify email address.
[AGENT][NEUTRAL] OK, I'm gonna try to enter what browser are you using on your computer?
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] So let me just see if I can put in the group number and your email address.
[AGENT][NEUTRAL] OK, so once I enter the group number and your email and click next it says complete your account sign up and you would hit continue there.
[CUSTOMER][NEUTRAL] Oh, OK. Do you want me to go back?
[AGENT][NEUTRAL] Uh, yes, ma'am. Go back to the screen where you entered the group number and your email address.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I have to start over. Oh my [PII], that's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm on the page now, so verification is necessary. Please click send button.
[CUSTOMER][NEUTRAL] I have to create a new password.
[AGENT][NEUTRAL] Yes, so you're gonna, I mean, yes, ma'am. You're gonna enter.
[CUSTOMER][NEGATIVE] That's what I did before and the system say it didn't recognize my email address.
[AGENT][NEUTRAL] OK, so it should have asked you, it should have said that it was sending you a verification code.
[AGENT][NEUTRAL] Once you entered your group number and email address and clicked next, it should have told you, you know, complete your OK, so you did get to complete your account set up and then you clicked to continue, is that correct?
[CUSTOMER][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] That's what I
[CUSTOMER][NEUTRAL] Yes, but it's asking me for the verification code.
[AGENT][NEUTRAL] Right, which it would have sent to your.
[CUSTOMER][NEUTRAL] I need to tell me, I need to.
[AGENT][NEUTRAL] Yes ma'am, so it would have been sent to your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what I did before, OK.
[CUSTOMER][NEUTRAL] OK, so now it was verified.
[AGENT][NEUTRAL] You did receive your verification code at ours?
[CUSTOMER][NEUTRAL] I'm trying to log in again. I'm asking me for a verification code again.
[AGENT][NEUTRAL] Uh-huh. Right. It will do that twice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm on. That's, that's the, that would be the link for the portal.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you were able to successfully create your, get your account set up?
[CUSTOMER][NEUTRAL] Let me add it to 5, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, that's what I'm trying to pay the, the balance of the invoice.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Where should I go now?
[AGENT][NEUTRAL] Give me just one.
[CUSTOMER][NEUTRAL] Go to groups?
[AGENT][NEUTRAL] Uh, yes, ma'am. You can go to.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Go to groups
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let, I'm trying to scroll through my instructions with you.
[AGENT][NEUTRAL] So you should see an invoicing tab.
[AGENT][NEUTRAL] Or once you select my group, do you see invoicing?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Also, I mean, is there any something like a payment or something, or?
[AGENT][NEUTRAL] You'll have to select your invoices first mhm.
[CUSTOMER][NEUTRAL] So I just go
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it should show you like open invoices, submitted invoices do you see that information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me just.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So were you, are you able, so because I can't see as much as you can, at [PII], I can't actually get all the way into your
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] I can, yeah, I canceled. Let me get the confirmation.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I don't see here, no, I mean, sorry, but I can see here the confirmation.
[CUSTOMER][NEUTRAL] Bring the coupon, so it doesn't say the confirmation number inside or something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's only day that I have.
[CUSTOMER][NEUTRAL] I don't get that, so.
[CUSTOMER][NEUTRAL] What do you say?
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] So, how can I get the confirmation number for the payment?
[AGENT][NEUTRAL] OK, so it would it allowed you to successfully submit your payment.
[CUSTOMER][NEUTRAL] Yeah, that's what I thought. I hit to make, but I don't have any confirmation number.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] OK, [PII], because I, my instructions once you've clicked, OK, so it allows you to click your submit payment, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what did it say on your screen after that?
[CUSTOMER][NEUTRAL] doesn't mean the the the group number, the group name I'm sorry, invoice.
[CUSTOMER][NEUTRAL] Get a pay date and that's it. I can see anything else.
[AGENT][NEUTRAL] OK, so you can see your group number, the invoice number, and what was the last thing?
[CUSTOMER][NEUTRAL] OK, the schedule uh schedule pay date.
[AGENT][NEUTRAL] The pay date
[CUSTOMER][NEUTRAL] Yes, can and payday.
[AGENT][NEUTRAL] I'm very sorry, [PII], but I'm not understanding the very last thing you're saying.
[CUSTOMER][NEUTRAL] A schedule pay date.
[AGENT][NEUTRAL] Scheduled pay date.
[CUSTOMER][NEUTRAL] Like that, yes, mhm.
[AGENT][NEUTRAL] OK. So you can see that. And what date does it have out there?
[CUSTOMER][NEUTRAL] [PII] today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let me ask about, uh, give me just a moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] OK, so once, so according to what I have as far as the instructions that Dallas at the group level, so once the payments.
[AGENT][NEUTRAL] One, because you pay by ACH, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, all of the invoices once payment once the payment has been received by us, then the invoice should move to your paid invoice tab.
[CUSTOMER][NEUTRAL] OK, I mean, I, I don't worry about that. I need a confirmation that I have to make the payment because usually every page where I go to pay benefits, I got a print, I mean a print out for the confirmation number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Actually, you had it before.
[AGENT][NEUTRAL] OK, right. And again there were updates and changes made, so give me just a moment.
[AGENT][NEUTRAL] OK, I'm asking about that for you, [PII], so if you could just please bear with me for a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did it move your while I'm waiting on a response did it move your in that specific invoice to the submitted invoices tab?
[CUSTOMER][NEUTRAL] Yes, I submitted to the submit an invoice.
[AGENT][NEUTRAL] OK, so is it now, do you see that invoice number under submitted invoices?
[CUSTOMER][NEUTRAL] If I see what?
[CUSTOMER][NEUTRAL] I'm sorry, what was your question?
[AGENT][NEUTRAL] That's OK. On your, on your screen where it showed open invoices and then submitted invoices and paid invoices that open invoice that you just paid, did it move that invoice number into the category of submitted invoices?
[CUSTOMER][NEUTRAL] I don't know. I can see that. I only can see group details, invoicing employees. I don't see anything else. So it is, it is not on my open invoices. I'm sorry, it is on the submitted invoices, submitted invoices. It is there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is showing there now. OK, so it did move it from open invoices to submitted invoices correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, mhm, mhm, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so again, I'm still waiting on a response to that particular question.
[AGENT][NEUTRAL] As far as if you're going to receive a confirmation number or if the confirmation is that it has moved to the submitted invoices.
[AGENT][NEUTRAL] And then once the actual
[CUSTOMER][NEUTRAL] I got it on my email. I got the confirmation on my email.
[AGENT][NEUTRAL] You did?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On my email.
[AGENT][NEUTRAL] Mhm. The confirmation regarding the payment?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you have received a confirmation and
[CUSTOMER][NEUTRAL] OK, so I, I'm not getting it, I know.
[CUSTOMER][NEGATIVE] I'm not getting it. I mean, I'm not, I'm, I'm not getting it from the porter anymore.
[AGENT][NEUTRAL] Uh, I'm assuming not because this is the first call that I've had like that, um, with this question at [PII], so I'm trying to work through that we're all kind of working through this so if it's emailed you a confirmation because now everything is really tied to your email address that's why those security codes were sent there and then also you're using that as your login.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you've received that via your email. Once that ACH payment has fully processed in the portal, you should then see that invoice number move to the paid invoices.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So it went from open to submitted and then it will move from submitted to paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right then, well, is there anything else that I can try and help you with at the moment?
[CUSTOMER][NEUTRAL] No, that's all. That's all, that's fine. Thank you, but I mean it wasn't that because.
[AGENT][NEUTRAL] OK, [PII], well.
[AGENT][POSITIVE] Well, thank you for your
[CUSTOMER][POSITIVE] It's not, it's not, it's no problem.
[CUSTOMER][NEUTRAL] It's not good doing that, so I don't know where to sign out. OK, right here, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Well, you're very welcome and thank you for your patience and letting me uh walk through the steps with you and kind of learn as we go together. So I do appreciate that. But if you have any issues or you have any other questions, then please give us a call and we'll be more than happy to help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. Hopefully I will, I hope not, but that's OK.
[AGENT][NEUTRAL] OK. Well, if you do, just give us a call.
[CUSTOMER][POSITIVE] Thank you. Thanks. Have a good one.
[AGENT][POSITIVE] I hope you do too, and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Bye bye.