AccountId: 011433970860
ContactId: 6b479a21-5d98-4350-967c-04db9d6ad0f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 822059 ms
Total Talk Time (AGENT): 300313 ms
Total Talk Time (CUSTOMER): 366938 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/6b479a21-5d98-4350-967c-04db9d6ad0f3_20250123T18:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from an agent's office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I'm calling in regards to um a new group that was implemented um the group number.
[CUSTOMER][NEUTRAL] Let me get that.
[CUSTOMER][NEUTRAL] Group number 26781.
[AGENT][NEUTRAL] OK. I'm sorry, give me your name again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], are you calling on behalf of the agent's office or the group?
[CUSTOMER][NEUTRAL] Yeah, the agent's office.
[AGENT][NEUTRAL] OK, I think I see emails from you.
[CUSTOMER][POSITIVE] Yep, definitely.
[AGENT][NEUTRAL] And you said, you said this is a new group. What's the name of the group?
[CUSTOMER][NEUTRAL] Yeah, Lucille's American Cafe.
[AGENT][NEUTRAL] And the effective date?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Just number one.
[AGENT][NEUTRAL] OK, give me just a second to pull that up.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] dentist.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, but will I have the seat next to Avery still? Are we?
[AGENT][NEUTRAL] [PII], what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] How
[AGENT][POSITIVE] And let me get a good call back number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I have the group information pulled up and how can we help you today?
[CUSTOMER][NEUTRAL] Um, so I have a question and then um.
[CUSTOMER][NEUTRAL] There's some corrections that need to be made um first how is this group being billed like how is the invoice getting to the group? Is it being emailed or or mailed?
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] But why is it not why is it only 3.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Confirmation number was 4 P as in Paul V as in Victor 5R.
[AGENT][NEUTRAL] And what other questions do you have? I know I will need to transfer you to the appropriate team, but I kinda wanna get uh everything down so how how is it billed?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, so how is it being billed?
[AGENT][NEUTRAL] electronically or by mail mhm.
[CUSTOMER][NEUTRAL] Right, and then so it looks like this group wasn't set up exactly how we needed it to be, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because when we submitted it, we asked for it's actually so it's.
[CUSTOMER][NEUTRAL] It's a it's
[CUSTOMER][NEUTRAL] Two restaurant locations.
[CUSTOMER][NEUTRAL] And what they wanted is to receive either two separate invoices or um an invoice that showed like 2 divisions, one for each location and um there isn't it like a um.
[CUSTOMER][NEUTRAL] I didn't really see a place to like put anything like that except for um on the master application it says subs subsidiary or affiliated organization so that's where we put the name of the other restaurant, the second restaurant.
[AGENT][NEUTRAL] Mhm. What's the name of the other one?
[CUSTOMER][NEUTRAL] And then on the other one is um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Lucille's American Cafe of Winter Haven.
[AGENT][NEUTRAL] And not OK, so this one is of Weston and then the other one is of Winter Haven, Winter Haven.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Got it
[CUSTOMER][NEUTRAL] Yeah, so, and then when I um also submitted the list enrollment with all the employee information I put the division, I put the names of the restaurant locations under division so some some are Lucille's American Cafe of Winter Haven and some are.
[CUSTOMER][NEUTRAL] Lucille's American Cafe of Weston.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So uh but it but it didn't, the group didn't get set up that way it seems because their invoice is showing everyone all together and I thought that they, yeah, and I thought that they might get two different group numbers so that's what's happened in the past.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Under one group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I need to get that fixed somehow.
[AGENT][NEUTRAL] So let me see.
[CUSTOMER][NEUTRAL] I know it's not
[CUSTOMER][NEGATIVE] It's not correct if I pay 28996, you know what I mean.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Are you able to see a copy of the receipt or can I forward you my receipt?
[AGENT][NEUTRAL] And so under the sales American Cafe of Weston, how many, how many employees would you say is under that that should be under that that group?
[CUSTOMER][NEUTRAL] Weston one.
[CUSTOMER][NEUTRAL] 345.
[CUSTOMER][NEUTRAL] OK, well, I'm but I'm just saying what I, what I'm looking at the total.
[AGENT][NEUTRAL] OK, because I'm showing 14, so it looks like it's not split up so let me do this.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] I'm going to get you over to customer service.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then I will explain, so you're expecting um two group members, one under one under Weston and the other one under Winter Haven.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] But, yes.
[AGENT][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] So who do I need to speak to because you know they.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's showing 4 love vouchers and then a payment of $89.96 per person.
[AGENT][NEUTRAL] So, um, they're asking that I have, uh, [PII] have you send an email kind of like you always do, which we love that, and just indicate what you just said that you're, um, basica[PII] wanting a division created for Winter Haven and it appears that they're all under [PII].
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Under the group number that you gave me, that's Weston.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that, um, you know, list the employees, um, and of course the specific, uh, the name that you want them under Lucille's American Cafe Winter Haven.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, because I'm showing them all under this one.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So 123456789, 1011, 12, a total of 14 is what I'm looking at under the [PII], um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Location and I tried to search for a group by group name under Winter Haven and I didn't find anything.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right, yeah, mhm, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK and then what about the um invoice?
[CUSTOMER][NEUTRAL] One question about how is it being billed.
[AGENT][NEUTRAL] And so they're all going to appear on the invoice with group number 26781 and so once they create a division for the uh Winter Haven people then the then you should receive two separate invoices.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, and I know that they've gotten December and and um January so far, but how were they sent electronically or um by mail?
[AGENT][NEUTRAL] Oh yeah, that was your second question. I'm sorry.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Well then
[CUSTOMER][NEUTRAL] But it, but why would it go back to a voucher versus me getting the full credit because I paid the difference on a credit card 89. 96% on a credit card.
[CUSTOMER][NEGATIVE] No, I know, but you said it turns into, so you said it doesn't go back to the voucher, it goes to a flight credit. Why am I not getting the pointing in a flight credit.
[AGENT][NEUTRAL] Uh, the issue type says electronic.
[CUSTOMER][NEUTRAL] OK, um, is it going to [PII]?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] You know that is the group at men's name, so yes.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yes, OK, alright, I'll have to tell her.
[AGENT][NEUTRAL] [PII]. Is that what you said?
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh, yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, I'll have to tell her that then alrighty.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and um how can she like get into her employer like the online service center?
[AGENT][NEUTRAL] So let me check to see whether or not a an account is is created for the 72726781.
[CUSTOMER][NEUTRAL] And that's not what I
[AGENT][NEUTRAL] And then I can get you information uh to assist with creating that account.
[CUSTOMER][NEGATIVE] It's not making sense
[CUSTOMER][NEUTRAL] I know that I'm getting $37.
[AGENT][NEUTRAL] OK, so I do not see that there is an account set up for the group, so I'm going to send uh a group admin guide, and this is step by step instructions as to how to create the online account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now do you want me to email it to you?
[CUSTOMER][NEUTRAL] Um, that, that's fine. Um, our instructions and, like, is there any like login information that needs to be sent to, um, the group admin, [PII]?
[AGENT][NEUTRAL] Yeah, the group admin should probably create the account and it's gonna ask security questions that will um that are affiliated with the group, so with [PII].
[CUSTOMER][NEUTRAL] Like, do you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she would need to answer those questions.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you want to, when you send that email you can just request a copy of the uh just to kind of keep it all together request a copy of the um.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] The admin guide, the OSC admin guide.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then we can send you a copy of that and tell us where to email it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and and how, how do I tell her how to get on to online?
[AGENT][POSITIVE] So the, I can give you the address and it's on the document too but it's secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when she gets to the site she will need to answer, I think it's like 5 security questions that she'll need to answer. Let me log real quick on there, log on there real quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And then in that case if it were going back to the voucher now I kind of prove because I should have used the voucher.
[AGENT][NEUTRAL] So it'll ask her which role best describes her and then it would be I'm an employer or group.
[AGENT][NEUTRAL] Who offers APL coverage or products, it's gonna ask for the group number, the zip code of the location, the group location, the contact phone number, the city, and then the email of record, and then the state.
[AGENT][NEUTRAL] And then she'll click next and she'll have to create a username and password.
[AGENT][NEUTRAL] And then the account is created.
[AGENT][POSITIVE] So simple steps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, I just wanna look at that before I hang up with you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, did I do something wrong because it says site can't be reached.
[AGENT][NEUTRAL] What did you enter?
[CUSTOMER][POSITIVE] Secured.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][POSITIVE] It's secure secure.
[AGENT][NEGATIVE] Remove the app.
[CUSTOMER][POSITIVE] Yeah, yeah, I have that [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh there we go OK it's working now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so there's.
[CUSTOMER][NEUTRAL] Oh, but it logged me in as a broker because I'm already logged in OK.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Log let me log out.
[CUSTOMER][NEUTRAL] OK, so she'll need to click on, OK, so online services she needs to click on new user.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And then, OK, I see.
[CUSTOMER][NEUTRAL] And then I see the questions.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] New user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alrighty thank you I'll I'll send that email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Anything else, [PII]?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.