AccountId: 011433970860
ContactId: 40ffd8f8-5a56-4075-b71e-fa41b252c695
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 594979 ms
Total Talk Time (AGENT): 127447 ms
Total Talk Time (CUSTOMER): 254167 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/40ffd8f8-5a56-4075-b71e-fa41b252c695_20250623T12:03_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, good morning, um, yeah.
[CUSTOMER][NEGATIVE] Worst website ever in the world, whoever designs be fired.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm sorry, what's up?
[CUSTOMER][NEUTRAL] So I, I how in the world am I supposed to print out my invoice to reconcile it, um, I, I get there I get to the invoicing and it says please review and submit so I you know I hit the.
[CUSTOMER][NEUTRAL] The invoice, but I need, I need to get a copy of my invoice, so how do I get a copy of it because I sure can't print it off online.
[AGENT][NEUTRAL] Yeah, the download option hasn't been working um I can send it to you. What's the group number?
[CUSTOMER][NEUTRAL] My group number one.
[CUSTOMER][NEUTRAL] 16577.
[CUSTOMER][NEGATIVE] Yeah, when I found, you know, kind of found the issue when y'all went live, no, not counting on that day. I was trying to pay, pay my my June bill, so I know it's been close to a month now, but I'm like, whoever did let them design this and design it and then I it just they need to be they need to be fired.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh jeez, awful.
[AGENT][NEUTRAL] It definitely didn't, it didn't go off without a hitch, that's for sure. Um.
[CUSTOMER][NEGATIVE] Oh, it, it, but you're a month in, almost a month into it, and it's still almost worse than it was.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Not very user friendly either. She just left the old one. The other one was fine.
[AGENT][NEUTRAL] Um, are you needing the June or [PII] sent to you or both?
[CUSTOMER][NEUTRAL] No, I already paid June. I need the July so I can reconcile. I pay it on the first.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then if I could just verify your first name, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Alright, and [PII], yeah, it looks like it's your email on here so.
[AGENT][POSITIVE] OK. I just sent that to your email, [PII]. You should have that in a few moments. I'm sorry that
[AGENT][NEGATIVE] It's been such a headache on there. Um, we do know that that part's not working and so.
[AGENT][NEUTRAL] They are working to fix it because you should be able to download it at some point.
[CUSTOMER][NEUTRAL] Yeah, it's like I think when I did this when I was trying to pay my June bill like on the first or whatever I was like.
[CUSTOMER][NEUTRAL] Wait give me error code so I can call back in and.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Then they're like, oh, it went through. I'm like, how can it go through and it's giving me an error code and everything? How does it know what to do with everything? I, I should have left it alone if it's gonna be I'm, I'm just whatever. I was like there was nothing wrong with it. There's not that much stuff that you really need to do print invoices.
[CUSTOMER][NEUTRAL] Oh, and what I've got you, let me ask you a question too, um.
[CUSTOMER][NEUTRAL] I need
[CUSTOMER][NEUTRAL] If I go to my group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And employees.
[CUSTOMER][NEUTRAL] And let's say I click on an employee I need to change the address so I, I, I, I hit the change employee details, is that correct?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I would, I would be, that sounds right, yeah.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] But it's not a qualifying event. I mean, I'm, I'm, I'm.
[CUSTOMER][NEGATIVE] All I'm doing is change of I hit change of address but it's still telling me.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] It's still gonna ask if I want like Medin and Cobra and all this stuff. It won't let me go further. I'm afraid to hit that. I don't want it to mess anything up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] Click the employee and the name to view.
[CUSTOMER][NEUTRAL] Or if you just wanna do it that's fine but I mean I'm not sure why.
[CUSTOMER][NEUTRAL] I, I, I hit this select qualifying event to change of address, but it's still gonna ask me to select product Cobra and all this other stuff, and I do not wanna mess with it so that was on my note along with getting a copy of my in the invoice.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So yeah under my so under my employees and then when you locate the employee.
[CUSTOMER][NEUTRAL] Yeah, and then when you come up you either have new insured or change employee details.
[AGENT][NEUTRAL] And you click.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] So when you click on the employee's name and then you view their details.
[CUSTOMER][NEUTRAL] Yeah, it comes up qualifying event and then I select, I go to the select qualifying event and I just put change of address, but it's still gonna make me select product code run and all that that's I, I don't wanna touch that. I, I, it's got nothing to do with. I'm just trying to change an address so update the address on file.
[CUSTOMER][NEUTRAL] It won't let me go to another step unless I select the product or cobra, you know, stuff like that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So can you change the address for me? I mean, I don't understand it.
[AGENT][NEUTRAL] Yeah, I, I, yeah, see.
[CUSTOMER][NEGATIVE] This is not user friendly at all because I don't wanna go in there and hit all this stuff with just for a change of address it shouldn't be that difficult.
[AGENT][NEUTRAL] Qualifying event.
[AGENT][NEUTRAL] Alright, what, what is the uh policy number or the address needs to be changed?
[CUSTOMER][NEUTRAL] 16577.
[CUSTOMER][NEUTRAL] You mean what our group number is or what? I, I can give you the name.
[AGENT][NEUTRAL] Uh, we're, yeah, we're, yeah, let me find the person we're changing it for. Give me just a second.
[CUSTOMER][NEUTRAL] When there's 2, they're sisters.
[AGENT][NEUTRAL] All right, first and last name of the first person that we need to change for.
[CUSTOMER][NEUTRAL] last name is [PII], first name is [PII].
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, what is the updated address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Lord.
[CUSTOMER][NEUTRAL] I'm in the old invoices too.
[AGENT][NEUTRAL] All right, I've got that updated on both of theirs, the new address at [PII], um, so that's updated for both of them.
[CUSTOMER][NEUTRAL] OK, so that's
[CUSTOMER][NEUTRAL] So that's for [PII] [PII], is that correct?
[AGENT][NEUTRAL] Uh-huh. Correct, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] Alright, alright, thank you for your help.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, have a good day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Bye bye.