AccountId: 011433970860
ContactId: 60873b32-4463-4884-916b-f2b4aaeb9c6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 976070 ms
Total Talk Time (AGENT): 256185 ms
Total Talk Time (CUSTOMER): 379831 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/60873b32-4463-4884-916b-f2b4aaeb9c6b_20250605T17:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII]. I'm trying to log in into APL account online and I believe that everything was changed, uh.
[AGENT][NEUTRAL] Yes, sir, our online service center had changed. Yes, sir. You have to set up as, uh, set up a new account, but what is your
[CUSTOMER][NEUTRAL] So I can, I can uh log in.
[CUSTOMER][NEUTRAL] New account?
[AGENT][NEUTRAL] Yes, sir. You have to set up a new account. And what is your uh policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, let me go back to.
[CUSTOMER][NEUTRAL] The group number is 22974.
[AGENT][NEUTRAL] Are you calling for the group or are you calling as an individual trying to set up on an online service?
[CUSTOMER][NEUTRAL] No, no, for the, for the group, for the group, because I wanna know how, what is the payment for this month because, uh, one of the relatives from the employee was removed from the policy.
[AGENT][NEUTRAL] OK. And your name is again? I apologize.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], verify the group name, mailing address, and your email address, please.
[CUSTOMER][NEUTRAL] [PII] Ambrose asset management.
[CUSTOMER][NEUTRAL] I don't know if the address I have is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][NEUTRAL] OK, and callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the group phone number because if um that's different then it won't be there on the error.
[CUSTOMER][NEUTRAL] The phone number
[CUSTOMER][NEUTRAL] Let's see, you, you mean the phone number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] No, sir. OK. Uh, but like I said, our online service center has changed, um, but you have to create a new account.
[CUSTOMER][NEUTRAL] OK, let's see which one.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, boy, that was created about 34 years ago.
[CUSTOMER][NEUTRAL] OK, so create your see account game broker, uh, will be the group.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] The sign up will be the group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The group next group number, uh, let's see, group number 2297422974 zip code, uh, you got me on that one. I don't know if I give you the correct one because we have three properties. I don't know which one was registered [PII].
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I see it [PII].
[CUSTOMER][NEUTRAL] OK, because this is one too, no problem. The phone number, huh, will be mine, will be [PII]. I don't know which one. Start with what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] With [PII]? OK, OK, [PII] OK let's see, will be.
[CUSTOMER][NEUTRAL] Montier let's see [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Ah hey, that's [PII], OK.
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII] email on record. The email on record was uh [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm getting closer. I'm getting closer.
[CUSTOMER][NEUTRAL] Complete continue OK, the email address.
[AGENT][NEUTRAL] It's gonna email, it's gonna email a verification code to the email address we have. Once you enter the verification code and verify that code, you'll be able to set up a password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I, can I refresh. OK, verification code right here.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] The code is right there, verify the code.
[CUSTOMER][NEUTRAL] No new password OK new password is gonna be.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And just to let you know, each time that you log in, it's always gonna to send a verification code.
[CUSTOMER][NEGATIVE] I don't know why they is is giving uh so Charo, OK, come on.
[CUSTOMER][NEUTRAL] OK, uh, 8 to 6 characters of all lower case and OK, so I have to start all over.
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] And stuff
[CUSTOMER][POSITIVE] Yes, I agree. Yes, I agree. Continue.
[AGENT][NEUTRAL] And also just to let you know, you may have to enter, oh well, never mind, it shows it has banking information. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Go to that shore.
[CUSTOMER][NEUTRAL] OK, uh, another verification, come, uh, it's already the 5th time.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, with those hackers, everything, with the hackers, everything has to be careful.
[CUSTOMER][NEUTRAL] Uh, I got account from the Home Depot and every time that I log in on on Home Depot it's asking for the call. Hey, I already saved you, but mm mm I have to verify, continue.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, it does that for Amazon too. Well, for me anyway.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK, it's gonna be insurance.
[CUSTOMER][NEUTRAL] Dashboard my group so where I can see the invoice.
[CUSTOMER][NEUTRAL] Because the invoice that appears is the last one or?
[AGENT][NEUTRAL] Uh, let me look up let's see.
[CUSTOMER][NEUTRAL] It's trying to log in.
[CUSTOMER][NEGATIVE] The last time, the last time that I paid was uh.
[CUSTOMER][NEUTRAL] 1550.04. I don't know this time because my wife was removed from the.
[CUSTOMER][NEUTRAL] From the group.
[CUSTOMER][NEUTRAL] So it's gonna be the same it hasn't been updated.
[AGENT][NEUTRAL] As far as your wife being on the group?
[CUSTOMER][NEUTRAL] Yeah, I mean my wife was on, on, on, on the group as uh my spouse, but uh everything was requested to remove her from the group.
[CUSTOMER][NEUTRAL] Uh, effective on [PII].
[AGENT][NEUTRAL] Once you go to my group, it should have a group details invoicing that's where the open or show the open invoice.
[CUSTOMER][NEUTRAL] Yeah, but my wife is still on the, on the.
[CUSTOMER][NEUTRAL] Uncovering my wife and my son, so I don't know.
[CUSTOMER][NEUTRAL] And the and the invoice is still the same.
[AGENT][NEUTRAL] No, I understand what you're saying it's still the same.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, uh, we request the removal from my wife from the from the policy.
[CUSTOMER][NEUTRAL] On [PII] and when I look right here on the on my detail it's still still here on the.
[CUSTOMER][NEUTRAL] Um as a cover.
[CUSTOMER][NEUTRAL] And also if she was removed the, the policy, the amount to pay is gonna be reduced.
[AGENT][NEUTRAL] Uh, they should have it to where you can also.
[CUSTOMER][NEUTRAL] But it was requested uh.
[CUSTOMER][NEUTRAL] She.
[CUSTOMER][NEUTRAL] Yeah, it was submitted on [PII] the request to.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah, the request was complete.
[AGENT][NEUTRAL] OK, so she's supposed to be removed from your policy?
[CUSTOMER][NEUTRAL] They received a [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, because you have Medicare already.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I should be alone, not even my son, because I see on the, on the, on the, on the page that my son is still there as a dependent and he was removed last year.
[AGENT][NEUTRAL] Just give me one moment.
[AGENT][NEUTRAL] Showing that it's individual, um.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] It shows an individual policy. Let me see on the most recent invoice. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So let me see I might have to transfer you to um.
[AGENT][NEUTRAL] A representative because I show.
[AGENT][NEUTRAL] It's not showing individual on the most recent invoice, give me one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See 61.
[AGENT][NEUTRAL] Uh, let me transfer you to our group billing. Hold on one moment for me, OK?
[CUSTOMER][POSITIVE] OK, thank you man.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] What a cute little girl.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII] and Good Gooding. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing lovely, [PII]. How about yourself?
[AGENT][NEUTRAL] I'm hungry. I'm trying to figure out what I'm gonna eat for lunch, but it's all gravy. Um.
[AGENT][NEUTRAL] I have a group admin on the phone and I did assist him with set up on the online service center and looking at the most recent invoice, he said, he's looking at an account for himself where he's saying that his wife should have been taken off, which I do show a Hubrest was sent and she was taken off the policy, but it's still showing on the most recent invoice.
[AGENT][NEUTRAL] And he wants to know why.
[CUSTOMER][NEUTRAL] Whoa, whoa, wait a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I am confused because if this an individual policy on a coverage change, let me see what's the group number?
[AGENT][NEUTRAL] 22974.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is he calling on his individual policy?
[AGENT][NEUTRAL] Well, he was initially calling for trying to set up on the online service center, which um I did help him with.
[CUSTOMER][NEUTRAL] OK, that's not, I get that.
[AGENT][NEUTRAL] But and he is the group admin while looking at the invoice on the online service center he saw for himself that it shows that his wife is still on his plan and she was supposed to be taken off. Well, I pulled up his policy and it shows that a hub uh words, a hub was was sent and she was taken off, but it's not showing individual on the new invoice it's still showing couples for him.
[CUSTOMER][NEUTRAL] OK, uh, who is it you have on the phone? I, I, I can help you.
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] All right. And um what's a good callback number for you?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right, and he is calling.
[CUSTOMER][NEUTRAL] For both the group and his individual policy, a change on the.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That, that I can help him with that. Um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, when was the her request sent?
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] [PII], uh, this was sent off.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I can help. That's fine. I can help him with that. I just wanted to make sure I have my ducks in a row.
[AGENT][POSITIVE] I got you. Well, I appreciate you. Thank you so much, Ms. [PII].
[CUSTOMER][POSITIVE] I appreciate you too darling. Thank you.
[AGENT][POSITIVE] Have a great one. Bye.
[CUSTOMER][POSITIVE] You too, sweetie. Bye-bye.