AccountId: 011433970860
ContactId: 691f38ca-39f6-44da-b101-a89d27434b59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 734450 ms
Total Talk Time (AGENT): 139062 ms
Total Talk Time (CUSTOMER): 97186 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.4, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/691f38ca-39f6-44da-b101-a89d27434b59_20250606T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with governmental Management Services. I can barely hear you.
[AGENT][NEUTRAL] I'm sorry, [PII], is that better?
[CUSTOMER][POSITIVE] That's much better thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So, so I'm having issues logging in to the new um.
[CUSTOMER][NEUTRAL] The new, um, the updated website.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I'm an administrator for our company and I called um day before yesterday and they said I would hear back from someone and I haven't.
[CUSTOMER][NEUTRAL] But here's the issue, we we renewed, um, we had open enrollment and.
[CUSTOMER][NEGATIVE] I, uh, May, oh shit. I'm sorry, in March.
[AGENT][NEUTRAL] That's OK. That's OK.
[CUSTOMER][NEUTRAL] And we've not, we've not.
[CUSTOMER][NEUTRAL] Um, had any billing since February. However, day before yesterday I got an email that said we had bills ready or statements ready, but I can't access them. Is there any way that I can that you can email me copies of those statements?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let's take a look. What's the group number?
[CUSTOMER][NEUTRAL] Group number is 21302.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you were trying to do the set up online, [PII] was it just telling you like unable to verify or find is that kind of the message you were getting?
[CUSTOMER][NEUTRAL] Um, yeah, no user was found.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just gonna double check and make sure it's still doing that, but I should, I should be able to send you definitely invoices and stuff, so.
[CUSTOMER][NEUTRAL] OK, I did, I did just, I did just try to log in and I'm still getting the error message. I was hoping it would be fixed, yeah.
[AGENT][NEGATIVE] Oh, it didn't, didn't work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, I see it's still doing that same.
[AGENT][NEUTRAL] Same thing, um, alright, give me just a second, let's.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Get these invoices pulled up here, OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is the [PII], that's the valid uh email to send them to [PII]? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see if I can see 2.
[AGENT][NEUTRAL] Where there may be add on callbacks because
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got
[AGENT][NEUTRAL] OK, I'm gonna place you on just a brief hold, [PII] I'll be right back, OK?
[CUSTOMER][NEUTRAL] Sure. Sure. You are on hold.
[AGENT][NEGATIVE] I don't understand why it's not pulling the invoices.
[AGENT][NEUTRAL] Like
[AGENT][NEGATIVE] I don't understand why they're not in there.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I understand why you can pull these invoices uh.
[AGENT][NEUTRAL] A mass.
[AGENT][NEGATIVE] Doing wrong.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I apologize for the hold, [PII]. So I sent a I sent a request to have these 3 invoices mailed or excuse me, emailed to you. Um, it goes through our email department so I've given them the invoice numbers because it wasn't letting me pull them they have to pull them from their side so you'll get them definitely today and then I'm gonna put your callback number in here too. Is it the number you're calling from?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, yep.
[AGENT][NEUTRAL] OK, so I'll put your callback number too if they have any other questions or concerns, but I did tell them that you're still waiting on a call back too that you guys are unable to get in online and so that's part of the issue too, um, you're wanting to pay the invoice but you can't see them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. All right. Well, thank you so much for your help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good rest of your day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Have
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.