AccountId: 011433970860
ContactId: 45561672-28f7-4a73-b8f8-3ee254aa7d74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475880 ms
Total Talk Time (AGENT): 104678 ms
Total Talk Time (CUSTOMER): 217867 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/45561672-28f7-4a73-b8f8-3ee254aa7d74_20250604T13:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] with the Goldsmith Company. I was trying to make our monthly premium payments from our group insurance, but um.
[CUSTOMER][NEGATIVE] Have y'all changed your site or something because normally I have a login ID and it and put in my password and it wants an email which I put my email but it doesn't like it and I said forgot password and it says they they gave me a code put in the code and it says they don't have my email address, which is crazy because I got the email that says my.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] My premium is ready so I don't understand.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], um, yeah, we have changed the website and um everybody needs to create the account again, um, but let me go ahead and
[CUSTOMER][NEUTRAL] So I have to go to that create thing.
[AGENT][NEUTRAL] Uh-huh, yes, yes. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Create
[CUSTOMER][NEUTRAL] OK, agency approved.
[CUSTOMER][NEUTRAL] Sure, [PII] that's my direct line, so I'll be signing up under group.
[CUSTOMER][NEGATIVE] Not under insured right group.
[AGENT][POSITIVE] Yes, yes, group.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][POSITIVE] That next let's make sure I can do this.
[CUSTOMER][NEUTRAL] Uh, group number.
[CUSTOMER][NEUTRAL] Group number numbers on this bill somewhere 1514815148.
[CUSTOMER][NEUTRAL] Zip code is 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, what is the group number so I can go ahead and make a note.
[CUSTOMER][NEUTRAL] 15148.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Verify is necessary.
[CUSTOMER][NEUTRAL] I've been on vacation for like 10 days. I'm coming back trying to uncover everything.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Yeah, that happened to me as well. I just came back Monday and this came this change was Monday, so it was like, oh wow.
[CUSTOMER][NEUTRAL] Oh OK
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, I'm learning as we go.
[CUSTOMER][NEUTRAL] Crazy.
[CUSTOMER][NEUTRAL] Hm
[AGENT][POSITIVE] But so far, yeah, so far all the calls made it easier because it's been a lot of calls, so I'm like, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I bet they have.
[AGENT][POSITIVE] Yeah, like I think I'm getting it now.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, what is this? What is that?
[CUSTOMER][NEUTRAL] Oh, it was my verification code it was sending me.
[CUSTOMER][NEUTRAL] Comes to Microsoft on behalf of APO 815.
[CUSTOMER][NEUTRAL] My code he it like that now, OK, because earlier I got a verification since I don't recognize you.
[AGENT][NEUTRAL] And now you're gonna use two verifications.
[AGENT][NEUTRAL] More security.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't mind. I have to do that for a lot of things these days.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So in display name I can just type anything I want to.
[AGENT][NEUTRAL] Um, yeah, you can just put the name of the company or you can put my APL or just, just anything. Mhm.
[CUSTOMER][NEUTRAL] After
[CUSTOMER][NEUTRAL] The company, yeah.
[CUSTOMER][NEUTRAL] that I can recognize.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See how that goes.
[CUSTOMER][POSITIVE] I agree.
[CUSTOMER][NEUTRAL] I guess I agree to everything else I can't do anything.
[CUSTOMER][NEUTRAL] Go on to the dashboard.
[CUSTOMER][NEUTRAL] No, I want to log in. OK, make sure I can get in for going, yep.
[AGENT][NEUTRAL] Mhm. And I was gonna ask you for another coach.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] It hasn't come yet. The other one came fast. Here it comes.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 89369
[CUSTOMER][POSITIVE] We have success.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, step one, OK, I think I got it.
[AGENT][NEUTRAL] OK, so from there you just go to my account invoices and just from there the same steps you used to take before.
[CUSTOMER][POSITIVE] OK, just walking through all these little things, uh, hit done OK.
[CUSTOMER][NEUTRAL] My group
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] Invoicing.
[CUSTOMER][NEUTRAL] Due to schedule maintenance, the ability to download your invoice is unavailable at this time.
[CUSTOMER][POSITIVE] Oh, that's great.
[AGENT][NEUTRAL] Um, you can still submit it. It's just not letting you view it right now, but yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, I see. I don't need to get same amount every month.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] invoice.
[CUSTOMER][NEUTRAL] next
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Application error hit next and picked ACH next and.
[CUSTOMER][NEGATIVE] And it comes up application error client side exception has occurred.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Well that didn't work.
[AGENT][NEUTRAL] Um, you said Klein site.
[CUSTOMER][NEUTRAL] Yes, this client, a client side exception has occurred. See the browser console for more information. There's no browser console.
[CUSTOMER][NEGATIVE] It won't let me go use the back arrow either it's kind of weird.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I hit refresh refresh brings us back brings me back to the to the dashboard.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And wants me to go back through those initial steps again. I'll just hit X there.
[AGENT][NEUTRAL] To be, yeah, and you, and then you had to go in again and put the password and everything to get in. Mhm. OK.
[CUSTOMER][NEGATIVE] Yeah, it's been real slow talking to y'all server everything is kind of gray and then it finally pops up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] Invoicing
[CUSTOMER][NEUTRAL] And it sits there for a while.
[CUSTOMER][NEUTRAL] Says there says there now it's reached your server you submitted review and submit your invoice, uh, so it looks a little different from before. So here's my invoice.
[CUSTOMER][NEUTRAL] Click that.
[CUSTOMER][NEUTRAL] And it goes gray and there's my people and.
[CUSTOMER][NEUTRAL] Submit an invoice.
[CUSTOMER][NEUTRAL] ACH next.
[CUSTOMER][NEUTRAL] The next
[CUSTOMER][NEUTRAL] Submit.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Hey, yay, invoice submitted yay, alright, I'm good for a month. Alright, thank you so much.
[AGENT][POSITIVE] Yeah, yay.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Mrs. [PII]? You too.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] No, I think that's it appreciate it bye bye.
[AGENT][POSITIVE] Have a good day. Thank you for calling.