AccountId: 011433970860
ContactId: 68d82349-340b-4de8-838f-9dcc7695d7aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1315719 ms
Total Talk Time (AGENT): 247158 ms
Total Talk Time (CUSTOMER): 442635 ms
Interruptions: 7
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/68d82349-340b-4de8-838f-9dcc7695d7aa_20250603T13:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] with, um, policy 16048, but I actually have two other policies. Do I need to create a username and password for all three of them, or can I have one log in and see all three of them?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, Miss [PII], these are different groups, correct?
[CUSTOMER][NEUTRAL] Yes, 3 different groups but same, uh.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Same employer I guess.
[AGENT][NEUTRAL] OK, um, yeah, let me check on that for you just to see. I don't believe so, but let me double check, OK, because they made some changes and I'm not um familiar with all the changes they made. Um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, um, my phone number is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the three group numbers is 1604816447 and 17723.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, may I have um the mailing address for the name and mailing address for the 16048 for verification?
[CUSTOMER][NEUTRAL] That's Flexe Packaging Corp and that's at uh I wanna say that's [PII].
[CUSTOMER][NEUTRAL] And then Isopoly Films is also the same that's [PII] and then the [PII] is Film Tech Corp.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. Ms. [PII], um, let me go ahead and get that information for you and see if it's possible to put them all together now that they did that new update, OK? I'm gonna put you on a brief hold. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[CUSTOMER][POSITIVE] Who's right, thank you. Um, were you call me if you need anything, OK? Alright.
[AGENT][NEUTRAL] Mhm. Yeah, I can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry sweetie, what were you saying?
[AGENT][NEUTRAL] It's OK, thank you for holding. Um, so it looks like you still need to do the 3 accounts for the different group numbers. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no worries, um, can you, so, OK, so let me, can you confirm what the zip code or state is for each, each of those three,
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Because I'm gonna have to, OK, so this one.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, can you do me a favor before we do that, I need to, OK, send verification code.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I need to print out an invoice. It won't let me print it out before like it's it's asking me to pay it, but that's not how we process payment. I normally print out the invoice and then I send it to AP for payment. So how do I, can you show me how to do that please because it wasn't like that before. Yes. I sent it for you already, babe bye.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right, yes.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I have all the information pulled up of the new system. OK, so let me just go ahead and go over payments.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so when I go over to um I'm on the dashboard whoops, come on.
[CUSTOMER][NEUTRAL] I'm still thinking, sorry.
[CUSTOMER][NEUTRAL] OK, so when I go to my group and I click on invoicing due to the maintenance, the ability to download it was unavailable at this time. Oh, OK, can you email me our bill for May and June, please? Do you mind?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] May, June, sure I found May and June for all of them.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, for, for all of the groups.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I'm that's why I was trying to log in so that I can get these pulled and sent to AP for processing but it won't allow me to um.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and they're all gonna go to that first email you've provided to me. Mhm.
[CUSTOMER][NEUTRAL] The [PII] [PII] yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, and then, OK, so now that you're doing that and that's for all three policies, right?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so I'll wait until you do that and then I have another.
[CUSTOMER][NEUTRAL] So I'm gonna log out of this and try and create a log in for.
[CUSTOMER][NEUTRAL] Uh, the other group.
[CUSTOMER][NEUTRAL] Next, the group number is 17723.
[CUSTOMER][NEUTRAL] The zip code for [PII] is it 33 I think [PII].
[AGENT][NEUTRAL] OK, that's [PII]. Yes. Mhm.
[CUSTOMER][NEUTRAL] Um, and that's not correct. I need to update that, um, but I guess I can do that while I'm in here or I can give that to you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] We cannot do it over the phone, um, yeah, usually either you can update it online or you can send an email with the update.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Got it. OK, so the [PII] and let me find.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me find the uh.
[CUSTOMER][NEUTRAL] Let me find the phone number. I think the phone number on file for that one is an email for that one is also needing to be updated.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And city is [PII] and
[CUSTOMER][NEUTRAL] The email for this one it still says [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But this one should say me and then select the state it says [PII].
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] OK, so now it says.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Send a code.
[CUSTOMER][NEUTRAL] Now here's the thing because it's giving me a user name but.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] FTC.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Do you want me to send the 3 emails for the 3 separate groups like separate, like the invoices, or you want me to put them all together in one email?
[CUSTOMER][NEUTRAL] You can put them all together in one email please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah just make it simple.
[AGENT][NEUTRAL] I'm working on that.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Claim claim not verified email address oh verify code.
[CUSTOMER][NEUTRAL] OK, continue.
[CUSTOMER][NEUTRAL] The username with specified ID already exists. Choose a different one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if I do FT.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] It's saying already exists. Please choose a different 10, it's not. I don't think it's gonna allow me to.
[CUSTOMER][NEUTRAL] Username already exists please choose a different one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Use it with specified ID already exists. Please use it.
[CUSTOMER][NEGATIVE] I, I'm, I'm sorry, I'm getting frustrated.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Is it because I'm using the same email address? I'm not understanding.
[AGENT][NEUTRAL] Um, you're using the same email address for 3.
[CUSTOMER][NEUTRAL] Well, yeah.
[AGENT][NEUTRAL] Oh yeah, it's not more than likely it's not gonna let you. Uh, yeah, mm mm.
[AGENT][NEUTRAL] Let me see what would be a solution for that because yeah, this is the first uh let's see bear with me.
[AGENT][NEUTRAL] 3.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Let me see if I can get um.
[AGENT][NEUTRAL] IT to answer that for us and see how is that gonna work now.
[AGENT][NEUTRAL] Because yeah, the, it more than likely it's not gonna let you use the same email for all three. So let me go ahead and.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Morning.
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I'm waiting for the answer, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm still working on the invoices, OK, for the rest.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm gonna wait on that.
[AGENT][NEUTRAL] Somebody's trying to answer.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And I'm so sorry. OK, uh, the answer that I got, it is not so positive.
[AGENT][NEUTRAL] Um, we will have to, um, it looks like I'll have to give you a call back because I will have to report this to IT and look how they're gonna manage this and yeah, everything is brand new. They're still working on everything, so, um, yeah, so we're gonna have to give you a call back. I'm so sorry. um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no worries, um, I guess what you can do is, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me, let me just make sure.
[CUSTOMER][NEUTRAL] One, what was the other one? [PII] was the other one I think 16047.
[AGENT][NEUTRAL] 160516447.
[CUSTOMER][NEUTRAL] 1644716447 that was the isopoly one I believe she she actually goes in and pulls her own invoices but let me just double check.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEGATIVE] I have an employee [PII]'s asking me like right like why are you out on leave trying to come for a monthly staffing meeting you're you're out on FMLA they cannot yeah like what are you doing?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, thank you. Can you just give me a call back with the other question? I believe [PII] can probably sign into 16447 perfectly fine, but if you can send me the invoices just to make sure for for May and June that'll be helpful, um, or under.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yeah, yeah, and I'm working on.
[CUSTOMER][NEUTRAL] From 17723 I guess any outstanding balances because I'm not sure um if she's gone in to pull those either so any outstanding balances if that would be great May June April May June, whichever ones.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You you said a balance?
[CUSTOMER][NEUTRAL] Any outstanding balances or any outstanding invoices, yes.
[AGENT][POSITIVE] Outstanding outstanding balance or any points.
[CUSTOMER][NEUTRAL] So if Filmtech has any outstanding invoices that hasn't been pulled or processed, if you could also email those to me as well so I can get those processed and paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll have to do the research on that one. OK, OK, I can do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'll be giving you a call back or well, there we have somebody that's working on this, um, OSC, so more than likely they're gonna be giving you a call back um so you can update all the information once we know exactly how they're gonna manage this, this part of it, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Have a good day. Bye-bye. Thank you.
[CUSTOMER][POSITIVE] All right talk to you soon bye bye you too bye bye.