AccountId: 011433970860
ContactId: 48fb11ba-7127-4043-9350-ff4086659a31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 737929 ms
Total Talk Time (AGENT): 312896 ms
Total Talk Time (CUSTOMER): 217140 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/48fb11ba-7127-4043-9350-ff4086659a31_20250103T18:27_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, um, I'm trying to create my employer account for IPL and it's giving me a message that there seems to be a problem.
[AGENT][POSITIVE] OK, yeah, let me do my best to help you with that today. Can I have your name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And [PII], what is the group number on file?
[CUSTOMER][NEUTRAL] It's 80111 Paycheck Components LLC.
[AGENT][POSITIVE] Perfect. And can you verify for me, Ms. [PII], the address?
[CUSTOMER][NEUTRAL] It's hold on.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And could you verify for me the email and phone number on file as well?
[CUSTOMER][NEUTRAL] Um, the phone number is [PII] and the uh the email address, I'm not sure if there's mine [PII] or [PII].
[AGENT][POSITIVE] It was yours, Ms. [PII]. Um, perfect. And let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I might have identified the issue, but I'm gonna check into one thing real fast.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, and then your zip code you gave me was [PII], is that correct?
[CUSTOMER][NEUTRAL] The ZIP code?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] Oh, OK. I thought the zip code was wrong and that's what I thought we got like it has to match, so.
[AGENT][NEUTRAL] All right. I'm not
[CUSTOMER][NEUTRAL] But what I'm seeing here, there's two attachments, uh, [PII] sent me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and the first one.
[CUSTOMER][NEGATIVE] I'm seeing here the first page. It looks like the, it's like a welcome package and I see in the first page, the address is not correct. It says
[CUSTOMER][NEUTRAL] [PII]. And it's
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] It's 101 without a [PII].
[AGENT][NEUTRAL] Oh, OK. I didn't catch that when you were reading it off to me. So it's [PII].
[CUSTOMER][NEUTRAL] Yes, [PII] [PII], but the same [PII].
[AGENT][NEUTRAL] OK, so I can definitely take a look at that um it shouldn't that address being wrong shouldn't impact you creating an account because it doesn't require the address to match just the zip codes, um, so I can definitely fix that and then let's see, so when you go into to sign up and you're on the APL website under step one it asks like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, which role best describes you and you're clicking that second one. I'm an employer or group who offers APL products.
[CUSTOMER][NEUTRAL] Let me see, let me go back. Let me do it one.
[CUSTOMER][NEUTRAL] New us sir, yeah, I'm an employer or group who offers CPO products.
[AGENT][POSITIVE] Perfect. And then for group number we're putting 11 or 801111. There's a lot of ones I.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] 33178 for the zip code?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 331-78 then the phone number it's the one we have on file which is [PII].
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] [PII] and then the city, it could be the city maybe because you guys have [PII] and I was putting Medley.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me try that and then my email right? you said?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, yes, your email correct.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Still the same message. No user was found with the information that wasn't entered. Please try again.
[AGENT][NEUTRAL] All right, so I actually, I put in the same thing and it looks like it worked. I don't know what I did different. I just took the information off the screen, um.
[AGENT][NEUTRAL] But it said that it sent you a verification code to your email. I'm actually gonna back out of it and see.
[AGENT][NEUTRAL] What we can do.
[AGENT][NEUTRAL] So then I have your email spelled [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] Zip code [PII].
[AGENT][NEUTRAL] [PII] is the state, [PII] is the city.
[AGENT][NEUTRAL] Phone number [PII]. 0, that's it. [PII] is what we have.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So we've got a couple of things wrong in here, so we need to update your phone number and update.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I see that from like the number you're calling me on it's backwards in our system. It's the phone number was put in at [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So I can, if you want to.
[AGENT][NEUTRAL] See if it will let you make an account with that wrong. I'll wait till you're into the system and then I can update the information for you so it doesn't mess it around while you're trying to log in.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yeah, that's it.
[CUSTOMER][NEUTRAL] Now it's saying a sending a verification code. What do you see.
[CUSTOMER][NEUTRAL] Thank verification has been sent to the email address. OK, to the email.
[CUSTOMER][NEUTRAL] Here it is.
[CUSTOMER][POSITIVE] Verification code. OK, awesome. I was able to sign it. Let me create my user name and password. I just wanna do it here on the line to make sure.
[AGENT][NEUTRAL] Oh absolutely and once your username and passwords updated what I'll do is I'll go into our system and I'll update the address to [PII] and the phone number to be [PII] in the middle and I'll make sure all your information on our side is updated, OK?
[CUSTOMER][POSITIVE] That's great.
[CUSTOMER][POSITIVE] Sounds great.
[CUSTOMER][POSITIVE] Sounds great. Awesome. Let me do that.
[CUSTOMER][NEUTRAL] APO account.
[AGENT][NEUTRAL] OK, so I did just look into it and I actually cannot.
[AGENT][NEUTRAL] I cannot go in and make the changes on the address or the phone number, but if you wanted to send an email to our care team, they would be able to go ahead and update that for you.
[CUSTOMER][NEUTRAL] Oh, can I do it once I'm in? Am I able to change it by myself?
[AGENT][POSITIVE] I think once you're in you you know what, yeah, perhaps I am uncertain, but if you're unable to do it on the online portal, um, go ahead and send us an email and we'll get it taken care of for you and then if you are able to do it on the portal then that's perfect.
[CUSTOMER][NEUTRAL] OK, what's what's the email address?
[AGENT][NEUTRAL] Yeah, the email address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I am public like that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, I'm so sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, so let me log in real quick.
[AGENT][POSITIVE] Oh, my pleasure.
[CUSTOMER][NEUTRAL] Email [PII] well have to put it backwards [PII].
[CUSTOMER][NEUTRAL] And it's my personal phone [PII].
[AGENT][NEUTRAL] And it does look like when you're logged in, um, and you get to that main home screen, it'll say like welcome Patriot components, and right underneath that it will say my account and in the drop down menu there's a group contact info and if you're able to make that update there, that's where you would make it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Question, is that invoice, um, is that, let me see, the billing is gonna be processed every.
[CUSTOMER][NEUTRAL] Every month?
[AGENT][NEUTRAL] Um, on your account, let me take a look.
[CUSTOMER][NEUTRAL] Yeah I got I got um that's the first thing I saw entering the account.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I am really sorry. I'm not certain how often um you'll be billed, but if you want I can put you on hold and get you on the phone with somebody in our group billing department, and they should be able to help you with that information.
[CUSTOMER][NEUTRAL] OK, hold on, just let me see if I can make the, the changes.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] With you
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Mm, yeah, there's not it's just give me the good contact info but I don't see an edit.
[AGENT][NEGATIVE] But there's no place to edit it.
[CUSTOMER][NEUTRAL] Section.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, so then you will definitely need to send it through via email to the care team and they'll be able to get that updated for you and then.
[AGENT][NEUTRAL] Um, I was able to see that I have your billing frequency actually set to 12, so it should be once every month, and it looks like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They should be electronic bill types.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect sounds great. Well, that's all I needed.
[AGENT][POSITIVE] Hey, it's my pleasure thank you so much for giving us a call and if you need help with anything else along the way, uh, just let us know.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome thank you so much have a great day.
[AGENT][POSITIVE] My pleasure, [PII]. You too. Thank you.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Bye bye.