AccountId: 011433970860
ContactId: 54781aa5-412d-4222-8b12-ddd75b3b2571
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1430239 ms
Total Talk Time (AGENT): 457178 ms
Total Talk Time (CUSTOMER): 353538 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/54781aa5-412d-4222-8b12-ddd75b3b2571_20250321T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling API. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Hey, I've got um.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's like we're the only ones on the phone today.
[CUSTOMER][NEUTRAL] I've got um uh.
[CUSTOMER][NEUTRAL] I know, right? And trying to get into group.
[CUSTOMER][NEUTRAL] Group billing um.
[CUSTOMER][NEUTRAL] It was really, really hard because the first like 5 times I tried it told me nobody was there and then it just played music forever but I'm glad you're on the phone.
[AGENT][NEUTRAL] Oh, [PII] was training me on something, and [PII]'s at lunch and we're the only 3, that's probably why.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, alright, well I have Ms. Nada on the phone and her her group number is 80118. She has been completely verified.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] I'm sorry, [PII] was right me while you were while I was talking I got signed. Whoops girl, OK, um, and she wants to pay invoice number 6,381,210.
[CUSTOMER][POSITIVE] And the number she's calling from is a good call back number. She's been holding for a long time.
[AGENT][NEUTRAL] OK, yeah, you can go ahead and send her over and it's the group admin data, right?
[CUSTOMER][POSITIVE] Yes, thank you. Bye bye, [PII].
[AGENT][POSITIVE] OK, yeah, you can go ahead and send her over. No problem, bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I understand you want to make a payment on uh your invoice uh today, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. And did you want to pay February and March or just February?
[CUSTOMER][NEUTRAL] Oh, well.
[CUSTOMER][NEUTRAL] Both.
[AGENT][NEUTRAL] Both, OK. I'm showing those.
[CUSTOMER][NEUTRAL] How much would that equal to?
[AGENT][NEUTRAL] Uh, see, 18,480.
[CUSTOMER][NEUTRAL] Yeah, that's it.
[AGENT][NEUTRAL] And so that would be 369 60 for both.
[CUSTOMER][NEUTRAL] OK, can you put me on auto pay or how would I?
[AGENT][NEUTRAL] Oh, we don't offer auto pay, um, for groups, but what, uh, we can do is if you do you have an uh OSD account online service center like the portal where you do your invoices and stuff.
[CUSTOMER][NEUTRAL] It's OK, it's OK. I'll just, I'll just pay it monthly through the portal. OK, so let me give you, what do you need my credit card number?
[AGENT][NEUTRAL] Uh, yeah, for if you wanna pay through a credit card, but that's what I was saying if you had a log in for the portal, you could just go ahead and submit those through EFT, um, like ACH, but I can go ahead and take a payment with a credit card if you'd like.
[CUSTOMER][NEUTRAL] OK. How, OK, so.
[AGENT][NEUTRAL] Cause I think you may have a
[CUSTOMER][NEGATIVE] I was trying to log into the portal, but it, it, it told me that I already had that something went wrong.
[AGENT][NEUTRAL] OK, yeah, it looks like you don't have an account yet, um, but if you go to.
[CUSTOMER][NEGATIVE] And I couldn't do it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, are you on the page now?
[CUSTOMER][NEGATIVE] Yeah, you sound very far. Um.
[AGENT][NEUTRAL] I'm sorry, I don't know what's going on with my headset today.
[AGENT][NEUTRAL] Uh, can you hear me better now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes, I can hear you better.
[CUSTOMER][NEUTRAL] A Little bit.
[CUSTOMER][NEUTRAL] Alright, so let me go ahead and let me see.
[CUSTOMER][NEUTRAL] Here you go, the APL secure. OK, so it's telling me a group number. I put the group number. I put my zip code [PII]. My phone is [PII]. The city Co Gables, my email, that's on file, um, state of [PII], when I hit next, it tells me.
[CUSTOMER][NEGATIVE] No user was found with the information that was entered.
[AGENT][NEUTRAL] OK, and is this to create a new account or are you trying to like log in regularly? OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Create a new account.
[AGENT][NEUTRAL] OK, cause I'm showing there's not a phone number in here, but let me see if I can add it. Maybe that's what the issue is.
[CUSTOMER][NEUTRAL] Oh, maybe I'll take it out. Let's see this.
[AGENT][NEUTRAL] All right. And what
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh yeah, if you want to try taking out the phone number.
[AGENT][NEUTRAL] And see if that works.
[CUSTOMER][NEGATIVE] No, it doesn't. It says, it said there was an error with your input.
[AGENT][NEUTRAL] OK, let me see what's the phone number that should be in there?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, try uh refreshing and then entering that phone number in and let me know if that works.
[AGENT][NEUTRAL] If not, I'm gonna see if there's a way to.
[AGENT][NEUTRAL] I don't know if I can register it.
[CUSTOMER][NEUTRAL] That's it. So did you add the, did you add the number down?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's searching.
[CUSTOMER][NEUTRAL] 13, still 3.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Employer, thanks for the verification oh verification.
[CUSTOMER][NEUTRAL] Uh, code has been sent to the email address we have on record. Check your email message for the verification code. OK. So,
[CUSTOMER][NEUTRAL] Let me see if they emailed me a verification code.
[CUSTOMER][NEUTRAL] Not it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's uh junk.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Try refreshing your email and let me know if it's there. If not, I'm gonna see if I can manually create it and have it sent it to you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Did you receive it?
[CUSTOMER][NEUTRAL] Not yet.
[AGENT][NEUTRAL] OK, I'm gonna see if.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK I'm gonna go ahead and see if I can create it manually.
[AGENT][NEUTRAL] Did you want is the username in [PII] good or did you want a different username?
[CUSTOMER][POSITIVE] And [PII], it's perfect.
[AGENT][NEUTRAL] And that'll be all lower case and then let me see your email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In at [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is this phone number, is it a a mobile or a landline?
[CUSTOMER][NEUTRAL] It's a a landline?
[AGENT][NEUTRAL] Yeah, is it
[CUSTOMER][NEUTRAL] No, it's a, it's the office.
[AGENT][NEUTRAL] OK, so it's a landline not a cell phone.
[CUSTOMER][NEUTRAL] Then I.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's a landline.
[AGENT][NEUTRAL] OK. Do you have a mobile number that you wanted to put in here?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I might send the verification code to your phone if I'm able to create this. Um, let me see.
[AGENT][NEUTRAL] No, it's not let me.
[AGENT][NEUTRAL] I've seen this, I had this issue before with the group, but I can't, trying to remember how we fixed it.
[AGENT][NEUTRAL] Let me see if I put your um.
[AGENT][NEUTRAL] Cell phone in there, just to see if it will send the verification code to your cell phone instead.
[AGENT][NEUTRAL] Of email
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Can you give me that cell phone again, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. If you wanna try again, um, from that start screen, I'd like to sign up. And can you let me know what it's showing you um as you're going, just so I can see, cause I know I've had this issue before and we fixed it, but I can't remember how.
[CUSTOMER][NEUTRAL] OK. So.
[AGENT][NEUTRAL] And if you could let me know when you get to the screen where it's asking for the verification code.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Nope, no user was found. The information was entered. Please try again. You put that number, the, the [PII].
[AGENT][NEUTRAL] Um, no, I changed it to your cell phone, but I can change it back because I actually, uh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK. No, no, no, no, no, no, no, do it like that, like that.
[CUSTOMER][NEUTRAL] [PII] let's see.
[CUSTOMER][POSITIVE] OK, perfect, just searching.
[CUSTOMER][NEUTRAL] The 13. OK, verification code there.
[AGENT][NEUTRAL] OK, and what
[CUSTOMER][NEUTRAL] Let's see, you think it's gonna send me a message?
[AGENT][NEUTRAL] Yeah, let me know if it um sends it to your cell phone or check your email and let me know if it's there. If not, I think.
[AGENT][NEUTRAL] I can generate a verification code and send it to you, trying to see where I do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see if it's in the junk.
[CUSTOMER][NEUTRAL] Nope, nothing yet.
[AGENT][NEUTRAL] OK, I see, um, where I see your verification code now and I'm sending it to your email and it is case sensitive, so I would recommend just copying and pasting it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I just sent that to you.
[CUSTOMER][NEUTRAL] And they go, Bree?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so where is the code? OK, I got it here.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so now it's sending me a username.
[CUSTOMER][NEUTRAL] And password.
[AGENT][NEUTRAL] Yeah, and you can just create that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then where it says phone number, primary phone you put mine, right? [PII].
[AGENT][NEUTRAL] Yeah, I put your cell phone and if you want, I can uh change that back or you can change that back to the office phone.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] All right. Next.
[CUSTOMER][NEUTRAL] You should just in our department team just username group account yes, it's submitting.
[CUSTOMER][NEUTRAL] Your account has successfully created for log in let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you should see something that says like my profile um or manage profile or something if you click on that, that's where you'll go and you'll add your company's bank information like your routing and account number and then you can submit.
[CUSTOMER][NEUTRAL] Open
[CUSTOMER][NEUTRAL] Where, where it says where? Wait, where?
[AGENT][NEUTRAL] Uh, do you see anything that says like my profile or manage profile? Uh, let me see exactly what it.
[CUSTOMER][NEUTRAL] Manage users or payment account or group.
[AGENT][NEGATIVE] Uh, not managed
[AGENT][NEUTRAL] Payment account, yeah, click that.
[CUSTOMER][NEUTRAL] Payment account? OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] There.
[CUSTOMER][NEUTRAL] Rowing a.
[CUSTOMER][NEUTRAL] I'm my new routing number. OK, so.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Account number is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I saved it. Not saving.
[CUSTOMER][POSITIVE] So saving
[CUSTOMER][NEUTRAL] Yeah, saved it. Now what?
[AGENT][NEUTRAL] OK, so now you can go back to like um I think it's like the home screen or the screen where it's like my invoices or billing. Let me see what it would say.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK, where is that?
[CUSTOMER][NEUTRAL] It just says
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] My account I'll go back to my account, OK.
[AGENT][NEUTRAL] Yeah, I think
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So account, so mm?
[CUSTOMER][NEGATIVE] No payment account.
[AGENT][NEUTRAL] I think there should be something that says my billing.
[CUSTOMER][NEUTRAL] OK, my building open invoices I'm here.
[AGENT][NEUTRAL] OK, yeah, so that you'll click on those and actually if you wanna click on one, just click like anywhere um in that where it turns blue and then you'll see where it's, it'll pop up billing details and it'll take a minute to load and it'll load all your employees but let me know when you can see that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I got it 6160, so I have to input it 6160 to make the payment.
[AGENT][NEUTRAL] Um, so, OK, so you see the 3 employees on there and you see your invoice total, yeah, so that's where do you see this little blue strip where it says add um.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Yeah, yep, I see it.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And stuff like that, uh, and like in the due column, say you had like an addition, like a new employee or a termination you can actually modify this yourself before you submit your invoice so um if everything is correct on here you'll press submit invoice.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, one of these employees is no longer with us.
[AGENT][NEUTRAL] OK, which one is that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was their termination date?
[CUSTOMER][NEUTRAL] But they said, they, they said the, the coverage was gonna be up to [PII].
[AGENT][NEUTRAL] OK, so then you'll still need to pay for her, um, but on your, are you on the February invoice or the March invoice?
[CUSTOMER][NEUTRAL] March invoice.
[AGENT][NEUTRAL] OK, so on the March invoice on her name, um, put, uh, term, termed uh in the comments you'll put termed 331. So her, you'll still pay March because that'll pay her policy to um [PII] and it'll automatically terminate after that.
[AGENT][NEUTRAL] Um, but if, say, their coverage was gonna be terminated effective [PII] instead of [PII], in that due column, you would click in there and put a 0 and the termination date so that it wouldn't charge you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's moving forward. So now how do I make these payments of these 3?
[AGENT][NEUTRAL] OK, and did you already enter in the comments determination date for [PII]?
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you push save changes.
[CUSTOMER][NEUTRAL] These comments and all rules were added and added. I gotta put comments and every role.
[AGENT][NEUTRAL] Uh, no, you have to put
[CUSTOMER][NEUTRAL] What do I put in the comments? I already put her.
[AGENT][NEUTRAL] OK, yeah, you only have to put comment.
[CUSTOMER][NEUTRAL] I put on hers turning [PII].
[AGENT][NEUTRAL] OK, and you push the changes?
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Yes, but it's telling me that I have to add something in the comments.
[AGENT][NEUTRAL] Even though you already added it.
[CUSTOMER][NEUTRAL] Even I, I already added her, but I don't have anything on the other, other two that a comment on the other two.
[CUSTOMER][NEUTRAL] Do I need to put a comment there?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, you're supposed to, but it shouldn't ask you to do anything else.
[AGENT][NEUTRAL] Let's see, I'll just put it um.
[AGENT][NEUTRAL] 3:31.
[AGENT][NEUTRAL] Save
[AGENT][NEUTRAL] OK, um, so refresh the page and then click on your march invoice again and you should see the comment that I just saved.
[CUSTOMER][NEGATIVE] Oh shit.
[CUSTOMER][NEUTRAL] I um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] It only says my what I put term 331, 2025 on between us.
[AGENT][NEUTRAL] OK, and so you'll just submit invoice.
[CUSTOMER][NEUTRAL] OK, so I'm, OK, so.
[CUSTOMER][NEUTRAL] Let me put submit invoice.
[CUSTOMER][NEUTRAL] Yep, it's letting me do it.
[AGENT][NEUTRAL] OK, and then you'll just do this, um, then you can just put submit invoice for February.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm just admitting, yeah.
[CUSTOMER][NEUTRAL] Yeah, and then I'm gonna do the February too, OK.
[CUSTOMER][NEUTRAL] That's it, I think I'm done.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, Nada?
[CUSTOMER][POSITIVE] You've been very helpful. Thank you so much.
[AGENT][POSITIVE] No problem. It was a pleasure. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.