AccountId: 011433970860
ContactId: 4864989b-8743-4eb2-803a-8e2ff2c0ae23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492959 ms
Total Talk Time (AGENT): 208803 ms
Total Talk Time (CUSTOMER): 225341 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/4864989b-8743-4eb2-803a-8e2ff2c0ae23_20250623T20:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] I'm sorry, who am I talking with? I have a hard time hearing you.
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, it's kind of hard to hear you um hi this is that's OK um this is [PII] uh benefits broker and I was trying to see if um you were able to download a couple invoices for me for a group so that they can get um get their premium paid. It's telling me on my end that I can't do that at the moment.
[AGENT][POSITIVE] I'm sorry about that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] Unfortunately, yes, it's one of the things they're working on right now. What's that group number?
[CUSTOMER][NEUTRAL] The group number is 11751.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] Alright, I don't see, hold on one second with more place.
[AGENT][NEUTRAL] I don't have you anywhere on this account as a contact.
[AGENT][NEUTRAL] I realized you said you're with Benefits broker, but I don't have you down.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Now I can send an invoice.
[CUSTOMER][NEUTRAL] Do you have [PII] as the agent?
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Not on this group particularly.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yeah we just we just reregistered everything last week um online.
[AGENT][NEUTRAL] And you said it was 11751?
[CUSTOMER][POSITIVE] Yes, for the greater Pueblo chamber.
[AGENT][NEUTRAL] No ma'am, I have [PII] as our contact [PII].
[CUSTOMER][NEUTRAL] Yeah she's the group admin mhm.
[AGENT][NEUTRAL] But I do not see any users on our online service center.
[AGENT][NEUTRAL] Not for this particular group that is um now as far as agents and brokers they might have their own access but I do not see that as of right now.
[AGENT][NEUTRAL] I can send an invoice to the the contact email. I just wouldn't be able to send it to you.
[CUSTOMER][NEUTRAL] Yeah we just did.
[CUSTOMER][NEUTRAL] Hm, OK, well that's kind of weird um well I'm trying to get all the particulars in order for um [PII] so that she because she's not registered yet on your new platform so I did talk to somebody in billing where she would she can have the option to pay online with a credit card or if she gets signed in, you know, they could do their banking info but.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I don't want them to be termed and they oh May and June she just hasn't gotten her access up and going yet and we can't do it for her because of the multi-factor authentication thing now.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] Yeah, so unfortunately, yes, ma'am.
[CUSTOMER][NEUTRAL] So how long would it take to update because we just did our registration as an agency last Friday.
[AGENT][NEUTRAL] Well, what it is is I would just need.
[AGENT][NEUTRAL] I would need something from either let's see [PII]'s email or uh [PII]'s email to add you as a contact that I would be able to discuss the group um information with you. I just need something from one of their um.
[AGENT][NEUTRAL] Domains the let's see, [PII] and then [PII] something from [PII]'s email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so, and under [PII] you don't see my name or [PII] under there?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I do see the even I I apologize I don't have access to like the broker's side of things. I do see that benefits broker is um the broker and agent, you know, on here but it's both of them are listed as [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so what um what email does [PII] need to to send to so that you'll be able to release information to me?
[AGENT][NEUTRAL] If we can go to [PII] team at [PII].
[CUSTOMER][NEUTRAL] Um, care team.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Tell me that again.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And make sure he puts that he's wanting to add you not change to you because it would end up taking uh [PII] and [PII]'s, I apologize if I'm mispronouncing that it would take her email out and we need that in there for her to be able to set up the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and will that get to you guys today where we can get that?
[AGENT][NEUTRAL] It um it.
[CUSTOMER][NEUTRAL] Well if we send that email today, will it get updated today so that we can get those invoices?
[AGENT][NEUTRAL] I could not speak for the care team. I apologize. I tell you what, just um.
[AGENT][NEUTRAL] Oh, send it to me instead of the care team. Um, I'm supposed to have it go all those requests go through them, but if you want that done today, I just, I can't guarantee it so you can send it to me. My first name [PII], the last name is [PII], so it's [PII] and then it's at the same domain and [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, yeah, because I can, you know, like I can see the invoice tab there but when I try, you know, I could see the employees, I could see all the group info through my access, um, but yeah, it just says.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And I apologize, it might be as simple as looking at a certain page that shows me that you're part of benefits broker, but I do not have that.
[AGENT][NEUTRAL] I'm just part of group billing and not part of the broker side of things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well we, we'll work on that getting that to you here as we can because I just we're trying to, you know, so the group's not getting terminated we're trying to get them going.
[AGENT][NEGATIVE] Oh, that won't happen. I will make sure I note the account, but that we won't let that happen.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, all right, perfect. OK, I'm gonna um see if [PII] is still here so we can get that email um sent off your way and then um hopefully.
[CUSTOMER][NEUTRAL] You can release those to us.
[AGENT][POSITIVE] So what is it you're wanting? I just wanna make sure because I'll send it to you as soon as I'm able to get that changed over I can get that emailed to you.
[AGENT][NEUTRAL] Is that the only group that you need an invoice for?
[CUSTOMER][NEUTRAL] OK, we're just looking um.
[CUSTOMER][NEUTRAL] Yes, and uh just that group and it looks like May, June and July are available, um, so we're just trying to get the invoices to the group, but I also want to give her the more specifics, you know, on how to pay online, how to get registered on the new um platform um and then if they wanted to pay with the credit card over the phone so I just wanted to get all of that in one email to her instead of, you know, 5 million different emails.
[AGENT][NEUTRAL] Absolutely, would you like the user guide to our new site?
[CUSTOMER][POSITIVE] Um, that's fine, yeah, I, um, yeah, that might be helpful for her. Um, I, I think I can maneuver it pretty good on what I know.
[AGENT][NEUTRAL] And get you.
[AGENT][POSITIVE] Well it's a nice resource to have maybe you could just um send it over to the groups maybe if they have questions, but it's a nice little uh tool to have.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, as soon as I get that email from um Mr. [PII], I will get that changed and get those invoices over to you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes ma'am, you have a great day and thanks for calling ATO.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye bye.