AccountId: 011433970860
ContactId: 694e5945-34fb-43ca-882f-fa3e5281e038
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1112520 ms
Total Talk Time (AGENT): 550477 ms
Total Talk Time (CUSTOMER): 332438 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/694e5945-34fb-43ca-882f-fa3e5281e038_20250129T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at LevinsonBuil. I, um, received, I'm new to the company and I'm a new benefits administrator. I received an email with the link to go and access the um.
[CUSTOMER][NEGATIVE] The invoice, but it, I'm, I'm, I said I'm a new user and because I don't believe I've ever logged in here before and it's telling me it's giving me an error that they didn't find anybody with that name.
[AGENT][NEUTRAL] OK, so you're the new administrator for our group and you're trying to get signed into the portal, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can try and help you with that. And again, who am I speaking with, please?
[CUSTOMER][NEUTRAL] It's [PII] and our group number is 26071.
[AGENT][NEUTRAL] OK, and [PII], will you spell your last name for me?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][POSITIVE] Thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and let me get the group's information pulled up and then I will have to verify several things with you first, [PII], for security, so just a moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm sorry, give me one second.
[AGENT][NEUTRAL] All right. So first off, uh, again, if you could please verify the group's name for me and the address.
[CUSTOMER][NEUTRAL] Sure, hold on a second, only because I don't remember the address yet, but I have it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're fine. No worries. No worries.
[CUSTOMER][NEUTRAL] Yeah, OK, so it's either, uh, it's either all American shutters and Glass or it's [PII] Built doing business as All American shutters and Glass, and the address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, OK, so the city is different on ours and our zip and the zip code. OK, and the zip code is also different. What did you say again the zip code was?
[CUSTOMER][NEUTRAL] It could be [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, the way it shows the zip code.
[CUSTOMER][NEUTRAL] And it could say [PII] because [PII] or [PII], it's like right on the border.
[AGENT][NEUTRAL] OK. So is the zip code for [PII] different?
[AGENT][NEUTRAL] Because then what we show doesn't end in a 4.
[CUSTOMER][NEUTRAL] Sometimes, yes.
[AGENT][NEUTRAL] It's basically the same but not identical.
[CUSTOMER][NEUTRAL] Yeah, because it could be close to where, but to me it would be an error because this is our address, it's [PII]. It could be [PII], but it really is [PII]. We would have to get it corrected.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so yes, so let's finish verifying the other information and then I'm gonna make sure that you um have an email address to send that correction to so that we can get this updated for you.
[AGENT][NEUTRAL] Um, what is your email address, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you and then the primary phone number that we would have listed for the group, it is a little different than what you gave me.
[CUSTOMER][NEUTRAL] Um, maybe the office number is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, this one ends in an [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, no, don't have any idea whose number that was. It was probably the previous HR person.
[AGENT][NEUTRAL] OK, who else?
[CUSTOMER][NEUTRAL] Let me see if it's party.
[AGENT][NEUTRAL] Yeah, who is the other authorized contact for your group?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Would it be [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a phone number for her to see if maybe that is what we show on file? OK. All right, perfect. Thank you.
[CUSTOMER][NEUTRAL] Yeah, I'm looking, hold on one second.
[CUSTOMER][NEUTRAL] So on.
[CUSTOMER][NEUTRAL] I have her number. It's probably not hers either because her, her cell phone number is [PII], and I, I believe that's her personal cell that's the number I have here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I don't know what to do.
[AGENT][NEUTRAL] OK, so yes, this um information that we currently have on file doesn't match that. The zip code doesn't match what you gave me. We do show it as [PII], but we have a different zip code and then the phone number we're not able to verify at all. So we're gonna need to um receive an email, [PII], so that we can get this corrected.
[CUSTOMER][NEUTRAL] Oh, they did already. I already got that email. Hold on a second, OK? Oh, she said this is approved. Hold on.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No. Mm.
[CUSTOMER][NEUTRAL] No, well
[CUSTOMER][NEUTRAL] They're.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, no, I, well, say people who are underage.
[CUSTOMER][NEUTRAL] I'm looking.
[AGENT][NEUTRAL] Oh, you're fine now, and I'm still looking at some other things as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Now, um,
[AGENT][NEUTRAL] I don't know how many contacts you all are supposed to have for this group for the sign in.
[CUSTOMER][NEUTRAL] You may also have, what about um [PII]? What about [PII], he's one of the owners.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Not him either. Oh my [PII]. That's, yeah. What about uh [PII]? She's gone. I replaced her.
[AGENT][NEUTRAL] It's not one of, mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Uh no.
[CUSTOMER][NEUTRAL] Oh my God, I don't know then. I, I honestly don't know, but I know that in order they must have authorized me. I, I can't find the email now from my dang boss. Um, who would I sent the email to saying that I need it?
[AGENT][NEUTRAL] OK, so you can actually email.
[AGENT][NEUTRAL] And I'm trying to see who else.
[AGENT][NEUTRAL] Who was, what was one of the other names that you gave, that you said is no longer there?
[CUSTOMER][NEUTRAL] Either [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What about uh [PII]?
[AGENT][NEUTRAL] Is she OK, what about [PII]? Is she still with the group?
[CUSTOMER][NEUTRAL] Yes, she's still with us but she's not responsible for this anymore but hold on, I can give you her phone number I just called her.
[AGENT][NEUTRAL] Well, um, OK. So now she can.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Well, the thing is is that I know that this has already been done because otherwise I wouldn't have received the email, you know what I mean? because it came directly to me.
[AGENT][NEUTRAL] Yes, so I'm I'm confused on why you received an email that's addressed to.
[AGENT][NEUTRAL] See [PII] because that's not, yep, I don't see that email I mean you are listed on one of the screens, but as far as the portal.
[CUSTOMER][NEUTRAL] Yeah, that's me.
[AGENT][NEUTRAL] Um, so you received an email.
[CUSTOMER][NEUTRAL] No, yeah, but I'm the one responsible for making sure you guys get paid.
[AGENT][NEUTRAL] Right, but you have
[AGENT][NEUTRAL] Yes, I understand, but for security purposes, there's certain layers. So I think is, so [PII] is still there.
[AGENT][NEUTRAL] What about, is there a [PII] still there?
[CUSTOMER][NEUTRAL] No, there's no [PII].
[AGENT][NEUTRAL] OK. So the
[CUSTOMER][NEUTRAL] Oh wait, you know who [PII] is? And he's gone too. He was from the broker.
[CUSTOMER][NEUTRAL] He was never our employee. He was the broker.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'm going to do we need to. OK, in addition to receiving that email which we will still have to have [PII] for documentation purposes to get this information updated I'm gonna connect you since you did receive the email I'm gonna connect you with someone in the billing department because they have a little different access than I do as far as um who has.
[AGENT][NEUTRAL] Uh, uh, you know, who can sign into the portal for your group? because I'm thinking that some of these people need to be suspended from being able to lock mhm yes, so when I transfer you I'm going to let them know that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Removed. Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's, because it shows, for example, we have [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Listed a couple of times as pending, but she's
[CUSTOMER][NEUTRAL] Yes, [PII]. Her, her name is [PII].
[AGENT][NEUTRAL] But she's listed two different times and they're both pending.
[AGENT][NEUTRAL] So I don't know why she's in there twice.
[CUSTOMER][NEUTRAL] Oh, that's crazy. She's our CFO. She, yeah.
[AGENT][NEUTRAL] Mhm, but I can't, I don't know why she's showing twice and she created, it's, it's like she and she does have a two different usernames a little bit. They're a little different.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so yes, I think someone in billing just needs to verify what exactly needs to be done to make sure that the portal account is squared away.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, alright, well, you won't have to re-verify anything, just send that email to [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hold on one second, OK?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Man, I don't, I can't, I can't believe I can't find it. I'm so annoyed. What the hell would I have done with it? That's what I'm wondering.
[CUSTOMER][POSITIVE] You said care
[AGENT][NEUTRAL] Care team. Uh-huh.
[CUSTOMER][NEUTRAL] Oh wait, I have it. So it's called, I have it listed as gap Insurance. Hold on, I'm telling you I know I have it somewhere.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Because it already came up.
[CUSTOMER][NEUTRAL] Care
[CUSTOMER][NEUTRAL] Whatever, um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then what am I am I sending?
[AGENT][NEUTRAL] You're gonna send a request to have the zip code?
[AGENT][NEUTRAL] And the primary phone number for the group updated to whatever it should be.
[CUSTOMER][NEUTRAL] So is the company under um is our name uh Ame all American Cutters and Glass or is it Levin and built?
[AGENT][NEUTRAL] It's all of that, the Levinson bets, LLC DBA all American shutters.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So yeah, we just need to for you to send in to make sure your a group address is whatever it should be and the.
[AGENT][NEUTRAL] Main contact main phone number that we need to have on record for the group is correct.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Yes ma'am, and then I will connect you over to the billing department and let them know that you're needing some assistance with the online service center, but we're probably gonna have to get that email to get some of that information updated first it may not it may not allow you to create it.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Yeah, but they're gonna be able, like I said, they have a little more access and they'll be able to help you with that portion of it better.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Fantastic thank you so much.
[AGENT][POSITIVE] OK, well, you are very welcome [PII]. So thank you again for calling APL. I hope you have a very nice afternoon and if you'll give me a moment, I will get you transferred.
[CUSTOMER][POSITIVE] Got you. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. I have an admin on the, on the group. Yep, she is on the group. Uh, group number is 26071.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, this is [PII] on the line.
[AGENT][NEUTRAL] Now I have a question first off, if there's, there's a guru card that says that if
[AGENT][NEGATIVE] If information doesn't match line they're supposed to send a correction to billing call at [PII]. Does that not go?
[AGENT][NEUTRAL] To the care team.
[CUSTOMER][NEUTRAL] That, that Google car probably has not been updated, but yeah, any, any change like that needs to go to care, go through care team first.
[AGENT][NEUTRAL] Oh just 2 months ago.
[AGENT][NEUTRAL] Well, let's say I gave her care team's email. I didn't give her this one, but that says 2 months ago. OK, so anyway, this is [PII] on the line.
[AGENT][NEGATIVE] She's gonna be sending an email because the zip code she's giving me doesn't match. She said the group zip code should be [PII], we have it as [PII]. She wasn't able to verify that phone number that we currently have on file for the group at all.
[AGENT][NEUTRAL] And then in the OSC there's.
[AGENT][NEUTRAL] That [PII] is still there.
[AGENT][NEUTRAL] But that [PII], the other admin [PII] signs, she's got two pending profiles.
[AGENT][NEUTRAL] And then there is a [PII].
[AGENT][NEUTRAL] That's showing as active, but she says he is not their agent anymore. He was their agent.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Cause she's trying to get her.
[AGENT][NEGATIVE] Account set up after she got the email, but it's not allowing her.
[CUSTOMER][NEUTRAL] After she got what email?
[AGENT][NEUTRAL] Uh, a, a link, an email from us regarding setting up the OSC to log in for her invoices.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Who is
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So like I said, this had, the other, I mean, she's got two pending active profiles.
[AGENT][NEUTRAL] Slightly different, you know, username, but that [PII] doesn't need to be active anymore and neither, well, I guess [PII] can, she just no longer handles any of this is what.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And they were saying.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So she's trying to, she's trying to get signed in to pay the invoice which it.
[CUSTOMER][NEUTRAL] The uh.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, someone just recently logged into that Spergle today.
[CUSTOMER][NEUTRAL] And so who that Spergle is no longer there?
[AGENT][NEUTRAL] She's, she's there, but she no longer handles this. It's that other one, the guy. I'm not looking at that now. Um.
[CUSTOMER][NEUTRAL] Who's the guy?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] He's not there.
[CUSTOMER][NEUTRAL] But he, but that's, but you said that's the agent?
[AGENT][NEGATIVE] She said it used to be, he's not with him anymore. He's not affiliated with them at all anymore. And it's just, it just shows he's active. And that's not even the agent that's that's listed on, no.
[CUSTOMER][NEGATIVE] That's not even the agent of record nor matches the ending of the email.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It looks like this [PII].
[CUSTOMER][NEUTRAL] Active group she's gonna have to log in and set up [PII] an account.
[CUSTOMER][NEUTRAL] Cause that would have been
[CUSTOMER][NEUTRAL] That would have been the most recent.
[AGENT][NEUTRAL] I can't tell that. I can't say that much.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All you have to do is hit the plus button and you can see all the active stuff.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I could say that. I just can't say who's the primary when there's, we can't tell like who can assign rights to other people.
[AGENT][NEUTRAL] Who can add users?
[CUSTOMER][NEUTRAL] Um, yeah, whoever's got access to that Berber one will be the one that has to set her up. You can send her to me.
[AGENT][NEUTRAL] OK, well, well, her callback number that she gave me is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, thank you so much, [PII]. Have a good afternoon. OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye bye.