AccountId: 011433970860
ContactId: 54067dc0-55ee-46c7-b468-5997be4ed6c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 895479 ms
Total Talk Time (AGENT): 384459 ms
Total Talk Time (CUSTOMER): 374665 ms
Interruptions: 7
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/54067dc0-55ee-46c7-b468-5997be4ed6c7_20250409T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ADL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey how are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing fine and I'm sorry, what was your name it's kind of [PII]. What was who are you?
[AGENT][NEUTRAL] Oh, OK. I'm sorry. My name is [PII].
[CUSTOMER][NEUTRAL] [PII], hey, it's [PII].
[AGENT][NEUTRAL] Yeah. Hi, [PII]. I thought that was you. How are you today?
[CUSTOMER][NEUTRAL] I, I'm good, but I heard [PII] and I'm like, oh, I don't know [PII].
[AGENT][NEUTRAL] Yeah, I don't know.
[AGENT][NEUTRAL] Sorry
[CUSTOMER][POSITIVE] No, you were good. I'm so glad I got you. I haven't really talked to you since you've been back, but I'm so glad you're back.
[AGENT][POSITIVE] I know, I know. Me too. Thank you so much. It's great to be back.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Listen, I'm glad you're back to you. I have got [PII] from Ail Labrador's office on the line. She said that she received an email from Group 24245 Arker World. oh, I can't say it. I can't hear, can't speak. I need to go to bed.
[AGENT][NEUTRAL] It's OK
[CUSTOMER][NEUTRAL] [PII] worldwide.
[CUSTOMER][NEUTRAL] So and she said that she's received several they're having difficulty paying online, something to do with the PIN number?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] A pin number, I mean, I didn't know, I don't know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, it would be, it would be us. You're right. Um, let me pull up my dad. I don't know what she's exactly what she's talking about when she's saying PIN number.
[CUSTOMER][NEGATIVE] Yeah, me either. That kind of threw me for a loop.
[AGENT][NEUTRAL] Yeah, well, let me talk to her. Let me figure it out for her. Her name is [PII], is that right?
[CUSTOMER][NEUTRAL] Yeah, she's with the Maya Labrador's office. She her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you, [PII]. I'll be glad to help her, OK.
[CUSTOMER][POSITIVE] Thank you, [PII], let me get her on the line one moment please.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][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][POSITIVE] OK, thank you so much. All right, good talking to you again I hope you have a great day. Me too. Thank you. Bye bye. Thank you, Miss [PII], bye bye.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Hey, good morning, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Hey, how are you, [PII]?
[AGENT][POSITIVE] I'm, I'm doing well. How are you doing?
[CUSTOMER][POSITIVE] Good good thank you in advance for your help.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Mommy, the reason I'm calling is regarding the group number 24245.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes ma'am, and I understand they're having trouble paying online because it's asking for a pin number, is that correct? OK.
[CUSTOMER][NEUTRAL] 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.
[AGENT][NEUTRAL] OK.
[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.
[AGENT][NEUTRAL] OK, so the password has been changed.
[CUSTOMER][NEUTRAL] This is what the platform is telling them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 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 because this is.
[AGENT][NEUTRAL] Yeah, yes, ma'am. The email will be fine. Yeah, what's the email?
[CUSTOMER][NEUTRAL] Uh, their email, OK, one second, ma'am. 1 2nd. I'm sorry.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. No problem. Take your time, [PII].
[CUSTOMER][NEUTRAL] OK. The email is the one that is sending the email is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] again
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Alright. Alright, so are, are they able to sign in at all, [PII]?
[AGENT][NEUTRAL] When they're, when they're trying to, like when the group is signing into the OSC, let me rephrase that, I'm sorry, when they're signed into the OSC, are they able to put in a password at all? It's not letting them do that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And if you want, there is another email. I don't know which one they you know they it's [PII].
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, because what the reason I'm asking is because I'll see that there's 2 users that have signed in for this group, OK? And um hold on.
[AGENT][NEGATIVE] I'm sorry, bear with me just a second. I lost connection.
[CUSTOMER][NEUTRAL] Uh, [PII], I think that.
[CUSTOMER][POSITIVE] OK, I'll be more than happy if you send them an email explaining that to them.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] Yeah, it says it's just printed. I can reset the password. Would you like for, would they want to reset the password?
[CUSTOMER][NEUTRAL] I gave you 2 emails.
[CUSTOMER][NEUTRAL] I think so. This is what I understand from their uh uh email. I mean, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What they're saying is we appreciate your attention in processing with this payment, the notice, the APL platform is giving us that the password has been changed.
[CUSTOMER][NEUTRAL] And is, is preventing us from logging in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we can reset their password um.
[AGENT][NEUTRAL] I can send the link to do that, would you like me to send the link to that email to reset the password and they can reset it. They can go in and sign in and they can reset their password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That email, OK, is that making sense? that email that you gave me, the GDS [PII] um
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and you have the second one which is OK, one second and we have the other one [PII], which is her email is [PII] the name of the company [PII].
[AGENT][NEUTRAL] That's what I have, yes.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So what I can do, I can send an email to that, the one for [PII]. I can send the link to reset the password and they can sign in and reset the password.
[CUSTOMER][NEUTRAL] Please, and, and [PII], and if you don't mind to copy as well the other one. [PII]. Yeah.
[AGENT][NEUTRAL] Yeah, well
[AGENT][NEUTRAL] That's the one it needs to go to. I apologize. Let's send it to that one. I'm doing that right now, OK? I was looking at two different plans. I am so sorry. That is my fault, um.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][NEGATIVE] Well, it's letting me do it here because it's not letting me.
[AGENT][NEUTRAL] Let me place you on a brief hold for just a moment. I wanna make sure that I'm doing this right, [PII]. Do you mind if I place you on hold for just a moment while I check into this?
[CUSTOMER][POSITIVE] No, no, no, at all, at all. Thank you so much, Mommy.
[AGENT][NEUTRAL] OK, no, thank you. I'll be right back, OK?
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Girl, I'm just gonna just clock out. Listen, I have a group on the phone. When it says you have to spend, what does that mean?
[AGENT][NEUTRAL] OK, uh, on the OSC when it says user suspended, does that mean that they can't use it anymore?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And it is the is the second one.
[AGENT][NEUTRAL] you
[AGENT][NEUTRAL] Can I unsuspend it?
[AGENT][NEUTRAL] Not, yeah, I mean it.
[AGENT][NEUTRAL] Go to [PII] please.
[AGENT][NEUTRAL] It's the same email, yeah, I know that's what.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So what they what's happening is when they um when they're signing in it's telling them that the password is incorrect.
[AGENT][NEUTRAL] Can we, are we able to send, send a link to reset the password?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, usually.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] You
[AGENT][NEGATIVE] There's the other one they're having an issue with.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK, so and then I can just tell them they can go in there and I suspend it and go in and reset the password, is that right?
[AGENT][NEUTRAL] Yeah, OK, so I just I suspended it, so now they should be able to reset it, correct?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you, [PII]. I'm sorry.
[AGENT][POSITIVE] OK, no, I really appreciate it. I have no girl, and no, and like I said, I haven't seen that suspended before and I wasn't sure if that was something I could do, and I just wanted to make sure. No, I appreciate you so much. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, so I'm suspending it, so now they should be able to log in and reset it. OK, thank you so much. I appreciate you, girl.
[AGENT][POSITIVE] Alright thanks.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Miss [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you so much for your patience. I'm glad that I double checked. What happened was it looks like they may have tried too many times to log in and the account got suspended, so I unsuspended that account so they can go in there and log in now and reset their password.
[CUSTOMER][NEUTRAL] Sorry, can you repeat that? I'm slowly because your, your voice is breaking and it's far.
[AGENT][NEUTRAL] Yes, ma'am. Is that better, Ms. [PII]? Can you hear me better now?
[CUSTOMER][POSITIVE] A little bit, a little bit better, yes.
[AGENT][NEUTRAL] A little bit. OK, OK, so what happened was, I think that they tried to log in too many times only gives you a certain amount of attempts.
[AGENT][NEGATIVE] And it suspended the account, so I un suspended the account, so they should be able to log in now with the username and just reset the password.
[CUSTOMER][NEUTRAL] OK, so I will send them a message that you reset their password and they can try to log in now.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] OK, no, I, I did not reset the password. They need to create a new password. The account suspended because they tried to log in too many times, and that's what.
[CUSTOMER][NEUTRAL] OK, one second, one second, sweetheart. [PII], [PII]. Would you mind sending me the information that you're telling me at [PII], please?
[AGENT][POSITIVE] I'll be glad to, yes, ma'am. OK, spell that out for me, please, Mrs.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and like that I forward them the message and let me let them do what you're asking for, OK?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. And can you, um, can you spell out the first of the email for me?
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK so [PII]. Is that right?
[CUSTOMER][POSITIVE] This is correct. Yes, ma'am.
[AGENT][POSITIVE] OK. Yes, ma'am. I'll, I'll be glad to, Miss [PII]. I'll send that to you in just a moment, OK?
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I really appreciate your, you know, because to call them and to tell them that so it's it's better to send me the information and I'll forward it to 3 of them, OK?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Yes, ma'am. I will be happy to, Miss [PII]. I'll, I'll send that to you in just a moment. You're welcome. Is that all I can help you with?
[CUSTOMER][POSITIVE] Thank you. Thank you, [PII].
[CUSTOMER][POSITIVE] Have a great, have a great day. Have a, have a great day and end of the week as well.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. You too, Ms. [PII]. Thank you so much. All right. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.