AccountId: 011433970860
ContactId: 3c8859c1-a49e-4b5f-89d9-a859c1c68569
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 630830 ms
Total Talk Time (AGENT): 226578 ms
Total Talk Time (CUSTOMER): 347578 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/3c8859c1-a49e-4b5f-89d9-a859c1c68569_20250409T15:22_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], how are you? This is [PII] again. How are you doing today?
[AGENT][POSITIVE] I'm doing good, [PII] how are you doing today?
[CUSTOMER][NEUTRAL] I'm, I'm fine. We spoke yesterday, not long time back.
[AGENT][NEUTRAL] Yeah, I remember, you're doing OK today?
[CUSTOMER][NEUTRAL] Yes, thank you for asking. Uh, sweetheart, the reason I'm calling is regarding your group number 24245.
[AGENT][NEUTRAL] 24, 24, 5. And what is that group name?
[CUSTOMER][NEUTRAL] It is AA Worldwide.
[AGENT][POSITIVE] Thank you, Miss [PII], and what is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the address for Arca Worldwide?
[CUSTOMER][NEUTRAL] Oh, it is, give me one sec only because um OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] All right. Thank you, Miss [PII]. And how can I help you today?
[CUSTOMER][NEUTRAL] OK, they're trying to do the payment online as usual for the month of April, but uh, honestly I don't know something happened they're not being able to get a code or to go through so I don't know if you change something because usually they do it and they send me an email uh explaining that they couldn't do it online.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Yeah, so you know what, and I had the same problem yesterday with [PII] as well.
[CUSTOMER][NEGATIVE] They sent me the invoice and I couldn't, and that without sending a code number, I tried the last digit of the social, nothing works. So I don't know if you're having any problem regarding this, this uh group or uh I don't know.
[AGENT][NEUTRAL] Now, I am not seeing anything, and this is an, I'm sorry, who are you with? I, I remember talking to you, but I just can't remember.
[AGENT][NEUTRAL] You are with
[CUSTOMER][NEUTRAL] I, I, I, [PII], he's the agent for this group, ma'am.
[AGENT][POSITIVE] I thought so. I got you, got you, got you.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, [PII] and his email is [PII]. So I don't know honestly what to tell them.
[AGENT][NEUTRAL] Uh, yeah.
[AGENT][POSITIVE] Perfect. Thank you.
[CUSTOMER][NEUTRAL] If you can go ahead and send them, send them something, I don't know.
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] Do you know who was trying to pay that yesterday because I see.
[AGENT][NEUTRAL] An account, uh, who sent you the email?
[CUSTOMER][NEUTRAL] The I have uh the it came from [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now are they trying to sign in to make a payment or get their invoice? Do you, do you know exactly, or they can.
[CUSTOMER][NEUTRAL] No, to make, uh, they said.
[CUSTOMER][NEUTRAL] They said they're gonna, they're trying to do uh a payment.
[CUSTOMER][NEUTRAL] For the month of April.
[AGENT][NEUTRAL] And they're waiting for a code. I'm just trying to make sure I understand everything so we can get it taken care of.
[CUSTOMER][NEUTRAL] I believe I, I, I believe so because they couldn't be able to open it. So I don't know if you have uh access to their emails.
[CUSTOMER][POSITIVE] Uh, I can be more than happy to, to give it to you because the the the the what you said the subject is Florida description benefits.
[CUSTOMER][NEUTRAL] You know?
[CUSTOMER][NEUTRAL] And the plan number is K9344 to make your life easier.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Now we
[AGENT][NEUTRAL] So are they trying to pay the Florida Blue invoice?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so they're not gonna be able to pay the Florida blue invoice on our APL portal.
[CUSTOMER][NEUTRAL] Uh, no, no, let me see, no, no, that, no, no, sorry, sorry, that, uh, APL invoice for the month of April. Sorry, yeah, yeah, I'm, I'm, I'm really, I'm confused, really I'm confused. I'm sorry.
[AGENT][NEUTRAL] They
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] No, you are fine, Miss [PII]. I'm just trying to figure out exactly what the issue is that they may be having.
[AGENT][NEUTRAL] Trying to pay that invoice, so are they.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But they're able to get into the portal, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] But they couldn't be able to get yeah to to uh.
[CUSTOMER][NEGATIVE] They've been rejected.
[CUSTOMER][NEGATIVE] The PIN not allow them to open it.
[CUSTOMER][NEUTRAL] If you have a pin or I don't know uh they didn't allow them to open the invoice and to do the payment online.
[AGENT][NEUTRAL] OK, I tell you what, Ms. [PII], let me get you to our broker resources department because they may be able to assist you further with the pin. I'm, I'm not sure or um.
[AGENT][NEUTRAL] Let me check with group billing and see if they have access to the PIN.
[AGENT][POSITIVE] But do you mind holding just I'm gonna try to get you some more help if you don't mind.
[CUSTOMER][POSITIVE] OK, thank you. I
[CUSTOMER][POSITIVE] Not at all. I'll be, I'll be more than happy and I really thank you for your help. I am on hold with you, ma'am.
[AGENT][NEUTRAL] Oh, it's
[AGENT][POSITIVE] It was always a pleasure, and I'm gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, Miss [PII], one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ABL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hey, how are you doing today?
[CUSTOMER][POSITIVE] I'm doing well how are you doing today?
[AGENT][NEUTRAL] I'm doing fine and I'm sorry, what was your name? It's kind of [PII]. What was, who are you?
[CUSTOMER][NEUTRAL] Oh, OK. I'm sorry. My name is [PII].
[AGENT][NEUTRAL] [PII], hey, it's [PII].
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. I thought that was you. How are you today?
[AGENT][NEUTRAL] I'm good, but I heard [PII] and I'm like, oh, I don't know [PII].
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] No, you were good. I'm so glad I got, I haven't really talked to you since you've been back, but I'm so glad you're back.
[CUSTOMER][POSITIVE] I know, I know. Me too. Thank you so much. It's great to be back.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Listen, I'm glad you're back to. I have got [PII] from Am Labrador's office on the line. She said that she received an email from Group 24245 Arker oh, I can't say it. I can't hear, can't speak. I need to go to bed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Ark of worldwide.
[AGENT][NEGATIVE] So, and she said that she's received several, they're having difficulty paying online. Something to do with the PIN number?
[CUSTOMER][NEUTRAL] Yeah. Hm.
[AGENT][NEUTRAL] A pin number, I mean, I didn't know, I don't know.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They're trying to pay their invoice in there and she said they've she's had several groups with this issue. I started to send her to broker resources but then if they're trying to pay invoices online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it would be, it would be us. You're right. Um, let me pull up my data. I don't know what she's exactly what she's talking about when she's saying PIN number.
[AGENT][NEGATIVE] Yeah, me either. That kind of threw me for a loop.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, well, let me talk to her. Let me figure it out for her name is [PII], is that right?
[AGENT][NEUTRAL] Yeah, she's with the Maya Labrador's office. She, her callback number is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. I'll be glad to help her, OK.
[AGENT][POSITIVE] Thank you, [PII]. Let me get her on the line one moment please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright, thanks.
[AGENT][POSITIVE] Miss [PII], thank you for your patience. I have [PII] on the line from our billing department. She's going to assist you further and see if we can figure out how to resolve that issue for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right. Good talking to you again. I hope you have a great day.
[CUSTOMER][POSITIVE] Me too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Hey, good morning [PII]. How are you doing today? Hey, how are you, [PII]? I'm, I'm doing well. How are you doing? Good, good, thank you in advance for your help.
[CUSTOMER][NEUTRAL] Mommy, the reason I'm calling is regarding the group number 24245.
[CUSTOMER][NEUTRAL] Yes ma'am, and I understand they're having trouble paying online it's asking for, yeah, what, what they're saying exactly is they need to review the month APL health insurance payment for April, and they're not allowing access to the portal to process this month's payment.
[CUSTOMER][NEUTRAL] So they need uh the attention in processing with this payment the notice the APL platform is giving us that the password has been changed and it's preventing us from logging in. We are attentive.
[CUSTOMER][NEUTRAL] OK, so the password has been changed.
[CUSTOMER][NEUTRAL] This is what the platform is telling them.
[CUSTOMER][NEUTRAL] OK, OK, so what username are you using to sign in?
[CUSTOMER][NEUTRAL] I, I have no clue. If you want, I can give you that email and you can deal with them what they want, yeah, what's the email?
[CUSTOMER][NEUTRAL] Uh, their email, OK, one second, ma'am. 1 2nd. I'm sorry. Yes ma'am, no problem, take your time, [PII].
[CUSTOMER][NEUTRAL] OK, the email is the one that is sending the email is [PII].