AccountId: 011433970860
ContactId: 398f8291-c64f-4275-83f5-57eab80aef5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575429 ms
Total Talk Time (AGENT): 295844 ms
Total Talk Time (CUSTOMER): 138831 ms
Interruptions: 6
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/398f8291-c64f-4275-83f5-57eab80aef5e_20250626T12:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] I'm trying to log into my account and it's telling me I need to create a new account. Did the the website change? I'm trying to download our our invoice.
[AGENT][NEUTRAL] OK, so you're the group administrator and you're trying to access your invoice, is that correct?
[CUSTOMER][NEUTRAL] Right, mhm.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII] H.
[AGENT][POSITIVE] Thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the group number, please?
[CUSTOMER][NEUTRAL] 262-58.
[AGENT][NEUTRAL] 262-58. OK, [PII], thank you. Give me just a moment please to get the group's information pulled up because I will need to verify several things with you first for security and then yes ma'am I'll be able to help you, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so first off, [PII], if you could please verify the group's name and address.
[CUSTOMER][NEUTRAL] ESL Investments [PII].
[AGENT][POSITIVE] Thank you, also your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the phone number that is on file is a little different than the one you gave me. What would be the primary number we would have?
[CUSTOMER][NEUTRAL] That's my direct number this is.
[AGENT][NEUTRAL] Yes, what would be the
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much. OK, so [PII], yes, there was an update made to the portal several weeks ago and so you will have to set up a new profile in the portal.
[AGENT][NEUTRAL] And then I will also have to email you your invoice that you're trying to obtain. There is currently a technical matter that the IT department is working on regarding printing the invoices from the new portal. So if you are you looking for your June or the July invoice, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me check my email. Well, we're set up for auto pay, so how does that affect the payment?
[AGENT][POSITIVE] Sure, yeah, absolutely.
[AGENT][NEUTRAL] OK, so once you set up.
[CUSTOMER][NEUTRAL] I received the bill on [PII].
[AGENT][NEUTRAL] OK, so once
[CUSTOMER][NEUTRAL] So that's the one I'm trying to pay.
[AGENT][NEUTRAL] Uh, do you have the invoice number?
[CUSTOMER][NEGATIVE] No, because I have to log in to get it.
[AGENT][NEUTRAL] OK, so, OK, so if you pay back.
[CUSTOMER][NEUTRAL] We're we're paperless.
[CUSTOMER][NEGATIVE] And I can't get into the account to get it.
[AGENT][NEUTRAL] OK, so you do you pay by ACH? I'm sorry, I wanna just clarify, do you pay by ACH or do you mail a check? OK, so now as far as down you can pay by ACH once you set up your new profile. It's just if you're needing to print out your invoice, I will have to send that to you.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][POSITIVE] Oh no, I just wanna pay it. OK, that's right.
[AGENT][NEUTRAL] OK, so give me um now I do have a couple of user guides, [PII] for the new portal as far as setting it up or if you would like to try and set it up while you're on the call with me to make sure that you can do that and I'll still send you.
[CUSTOMER][NEUTRAL] Oh sure.
[AGENT][POSITIVE] These user guides as well.
[CUSTOMER][NEUTRAL] Let's do that while we're.
[AGENT][NEUTRAL] Yeah, that way if you have an issue.
[CUSTOMER][NEUTRAL] Um, because I need to make sure.
[AGENT][POSITIVE] You won't have to call us, you know.
[CUSTOMER][NEUTRAL] Yeah, we had uh a termination that didn't fall off the account last month and it should have. There was like uh just the timing was a little off so I wanna make sure it's not on this bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so just one moment.
[CUSTOMER][NEUTRAL] OK, give me a second, I'm just going through.
[AGENT][NEUTRAL] Yeah, and I'm working on sending you this email too. One second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, absolutely. You're welcome.
[AGENT][NEUTRAL] And the user guide's gonna have a lot as far as the one for creating the login that will also have instructions like on the different levels as for if whether it's a group, an insured, a provider so obviously you'll be looking for the group.
[AGENT][NEUTRAL] But one moment, I'm still trying to get the other to.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] OK, so the email that I'm sending to you [PII] is gonna come from care team.
[AGENT][NEUTRAL] And it will have APL in the subject line and again it's gonna have two attachments.
[AGENT][NEUTRAL] And I've just sent it to you. It may take a second to come through.
[AGENT][NEUTRAL] But whenever you're ready, we'll, um,
[AGENT][NEUTRAL] We'll try to get your profile set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I received your email.
[AGENT][NEUTRAL] OK, so just um you're gonna go to as far as setting up the profile.
[CUSTOMER][NEUTRAL] Yeah, I'm already I'm almost already done.
[AGENT][POSITIVE] Really? OK, so, oh, you are. OK. Great.
[CUSTOMER][NEUTRAL] Mhm, yeah, I'm waiting for the second verification code to go through.
[AGENT][NEUTRAL] Now, it's going to send you, all right, OK.
[AGENT][NEUTRAL] Yeah, so they've added like a, a two-factor authentication for security, so.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, looks like I'm in and there's [PII]'s name, OK.
[CUSTOMER][POSITIVE] OK, the other employees not there, that's good.
[CUSTOMER][NEUTRAL] I don't see where the bills are.
[AGENT][NEUTRAL] So you would have to go, you'll go under invoicing.
[CUSTOMER][POSITIVE] Oh I see, thank you.
[AGENT][POSITIVE] Uh-huh, you're welcome.
[CUSTOMER][NEUTRAL] 17
[CUSTOMER][NEUTRAL] 3009 OK.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Is that invoice number 6391075?
[CUSTOMER][NEGATIVE] Um, hang on, uh, yes, and it just said there's an error.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] When I click on it, oh, here it goes that it just came through again yeah.
[CUSTOMER][NEUTRAL] Submit invoice.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, and that should be where you see your
[CUSTOMER][NEUTRAL] And then there's July's invoice there too.
[AGENT][NEUTRAL] Yeah, and you should see your ACH information there.
[CUSTOMER][NEUTRAL] 183
[AGENT][NEUTRAL] And when you click submit invoice [PII], it should where that was in open invoices it should move that invoice number down to the I believe it's submitted invoices how it's worded we're still learning too, so please bear with me.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh sure, sure.
[AGENT][NEUTRAL] But um it should move that one down into the next box.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. Let me go back again. I just said I just got an email that the payment was confirmed.
[AGENT][NEUTRAL] OK, so now you should see that.
[AGENT][NEUTRAL] That's when you should see that moved.
[CUSTOMER][NEUTRAL] I'll submit invoices schedule PD OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, alright, easy peasy. Well, you are certainly very welcome and so you did not need that invoice emailed to you, is that correct?
[CUSTOMER][POSITIVE] Easy, easy peasy, OK, yeah, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, mm mm, nope, I was able to download it, thank you, OK.
[AGENT][NEUTRAL] OK, OK, so they are just in case you were to need one [PII], for now, um, if you were to try to log in and can't then just uh call us back because again they are aware that there is a a technical matter that they are diligently working on so.
[CUSTOMER][NEGATIVE] An issue.
[CUSTOMER][POSITIVE] OK, that's great. OK, thanks so much for your help. OK.
[AGENT][POSITIVE] Um, all right then. Well, you are very welcome and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks bye bye.