AccountId: 011433970860
ContactId: 6bc604c5-359d-4613-9831-a65dd0898bd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1502180 ms
Total Talk Time (AGENT): 465951 ms
Total Talk Time (CUSTOMER): 567476 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/6bc604c5-359d-4613-9831-a65dd0898bd4_20250610T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling because, um, can you hear me?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] I can now.
[CUSTOMER][NEUTRAL] OK, so, so I, I'm calling because we had um signed up for some accounts last month and we are gonna, we're gonna have I guess 4 different group numbers, so initially when I did the first one online.
[CUSTOMER][NEGATIVE] The lady had told me that I would need a different email for each account number because they're not kind of linked together.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I got those set up and I had done the first one last week and then realized I needed more emails set up and then she said they were trying to get the problem fixed but anyways so I'm trying to set up my second one and it's saying it's not linking me it's not matching me so I guess I need some assistance trying to set up the second account so we're able to do everything online we need to do.
[AGENT][NEUTRAL] OK, so you are the group administrator and you're trying to set up the different profiles in the portal, is that correct?
[AGENT][NEUTRAL] For the different group numbers?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, yeah, I didn't know if they were, uh, so when I log in, all I see is the initial, the master account. I see our Ford store, and then we have a separate store that's Nissan and then a separate store that's Toyota and Chevrolet, and I have the paper bills, so they're all different, but I'm trying to actually, you know, do it where we're doing everything paperless or whatever. So I'm, I'm on the.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] APL site and I put in the group number for the 2nd 1 and it's telling me my information is not matching.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so what we'll need to do is to pull up the group numbers and verify the information on file and then we can go from there and I can try and help you, OK? Um, so who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what's a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is one of the group numbers?
[CUSTOMER][NEUTRAL] OK, the, the one that I was able to set up last week is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 27021
[AGENT][NEUTRAL] Alright, so let me just look at that one first.
[AGENT][NEUTRAL] OK, so [PII], if you could just verify the group name, address, and your email.
[CUSTOMER][NEUTRAL] See, that's the problem, um.
[CUSTOMER][NEUTRAL] The, the, I'm sorry, the Ford of Slydell LLC [PII].
[AGENT][NEUTRAL] Uh-huh. And then your email?
[CUSTOMER][NEUTRAL] [PII]. So that's the problem is from my understanding,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Every from when I spoke to the lady last week, she said every one of them had to have a different email address.
[CUSTOMER][NEUTRAL] Because it I I don't understand that but anyways, so I had that set up so I'm trying to verify stuff on the computer so I'm thinking, OK, I, I'm I set up a new email address but how is it verifying anything?
[CUSTOMER][NEUTRAL] Since for my next account.
[AGENT][NEUTRAL] Yes, so let's look at the next policy number because it was because that information is in the system.
[AGENT][NEUTRAL] For each of the groups, so it's tied to the group number and the email address associated with that group. Does that make sense?
[CUSTOMER][NEUTRAL] No, because I only have one email address and it I, you know, most people only have one email address, so I had to set up 2 more 3 more.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right, so.
[AGENT][NEUTRAL] OK, so if.
[CUSTOMER][NEUTRAL] OK, anyways, so the Nissan one, I'm trying to log into the the the next one, the group number is 27022.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know what phone number to put in because I don't know if it's the regular phone number that I use for the forward one, which realistically it should be because I'm the one handling everything, but it's not accepting it.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, so you actually, right, so actually you don't even enter the phone number when you're setting it up. You just have to put in the group number and your email address, [PII], but give me a second to see. Uh-huh. Go ahead.
[CUSTOMER][NEUTRAL] I don't know what it's kicking out.
[CUSTOMER][NEUTRAL] And it, it
[CUSTOMER][NEUTRAL] It just says email on record, but I mean,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Your people told me I can't use the same one for each location or each group, so.
[CUSTOMER][NEUTRAL] There's not gonna be one on file if that makes sense for this location.
[AGENT][NEUTRAL] Well, we do have an yes but again these are things that we are working through, which is why they told you that. Let me see if I can get an update because your email address [PII] is the same that it's always been on this side. So if you created yourself a new email in order to.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] You know, associate with Nissan.
[AGENT][NEUTRAL] In order for you to be able to use that email to set up a profile, it will have to be updated on this side of the system as well because again that's that's part of the security so let me see if there has been an update.
[AGENT][NEUTRAL] On the issue with multiple
[AGENT][NEUTRAL] Group numbers having the same administrators, so do you mind bearing with me just a second?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], so I've asked the question, so it'll take just a few minutes, OK? To see if I can get a response to that, if there's been an update.
[CUSTOMER][NEUTRAL] So if there's not and I have my email set up, can I just do that or will it mess up my Ford account if you put a new email address in for the Nissan store?
[AGENT][NEUTRAL] So what would
[CUSTOMER][NEUTRAL] I just don't wanna take one.
[AGENT][NEUTRAL] Yeah, no, so what we would have to do, [PII], is to, you would have to email us.
[AGENT][NEUTRAL] What your new address is, what your new email is that you're gonna be using for Nissan, and we would have to update that on this side of the screen and remove your Hin at supreme Auto.net and put that new email in in order for you to be able to set up a profile for Nissan.
[CUSTOMER][NEUTRAL] OK, I, I guess it doesn't make sense to me because.
[CUSTOMER][NEGATIVE] If I can't use the same email for 4 different accounts, why would I need to notify you of, you get what I'm saying, like to change it if there shouldn't be one in there.
[AGENT][NEUTRAL] Because you can't, OK, the only way at this point until I the IT team can get this resolved where you can set up multiple profiles with using the same exact email address for multiple groups. The only that's the only way is so for example, whatever the email is you have chained or created for yourself for Nissan.
[CUSTOMER][NEUTRAL] I, I, I guess I'm
[AGENT][NEUTRAL] We will have to put that new email in this side of the system in order for you to be able to set that up.
[AGENT][NEUTRAL] For the time being.
[AGENT][MIXED] Again, this is one of the glitches that they are in the process of working on, but it has not yet been resolved, and I am very sorry about that.
[CUSTOMER][NEUTRAL] OK, so you.
[CUSTOMER][NEUTRAL] OK, so what, what is the email address because I need to email you all of them and for all the locations, so what is the email address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you would send that to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you would just need to include.
[AGENT][NEUTRAL] That you know each group number and what the new email is that you've created for that group number.
[AGENT][NEUTRAL] And asked that it to be updated.
[AGENT][NEUTRAL] So that you will be able to create your online service center profile for each group.
[CUSTOMER][NEUTRAL] OK, but can they all have the same physical address for billing?
[AGENT][NEUTRAL] Yes, I have not, I have not heard of an issue with the address because it's tied really to.
[CUSTOMER][NEUTRAL] And what about the
[CUSTOMER][NEUTRAL] The email? OK. OK.
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] Yeah, because if you'll notice there's two red asterisks when you select a group in setting up the profile, the group number and then your or the email address on record are the two categories that have red asterisks with them, so that's really the focus.
[CUSTOMER][NEUTRAL] OK, um, the second question is, is whenever the, the young men that were out here setting things up, they mixed up some people and they put some of our Ford people on the Nissan bill, some of the Nissan people on the Ford bill on the paper bill. Is there a way I can um do this online and, and notify y'all, or do I need to have
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Send that in an email, yes. Right. Send that in an email also.
[CUSTOMER][NEUTRAL] Something written saying this person.
[AGENT][NEUTRAL] So for example, [PII] enrolled under Nissan should be under Ford, you know.
[CUSTOMER][NEUTRAL] OK, 3rd question, um, so I, um, on Monday, um.
[CUSTOMER][NEUTRAL] Or Friday or on the day I had some people that terminated or retired unexpectedly due to health issues and things of that nature so um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] I clicked one of them was terminated, one of them retired, one of them resigned, um, and it's still showing active and there's a little box. Let me tell you exactly what it says. So I just need to make sure there's nothing else I need to do, um, where we're not billed and maybe they get billed at home if they want to continue with the coverage. Um, let me see, I'm gonna tell you right quick 27021 because it's kind of shows on active still.
[CUSTOMER][NEUTRAL] Um, hold on one second, let me get out of it.
[CUSTOMER][NEUTRAL] And is this a new total website? Is that what the problem is?
[AGENT][POSITIVE] It is. Yes, it's a totally new portal. Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK, cause I've never
[CUSTOMER][NEUTRAL] OK, cause I've never dealt with the other one and I'm just this is, it's just, I don't know if it's.
[CUSTOMER][NEGATIVE] It's just very slow to populate everything and I didn't know if it was just me or my computer or.
[AGENT][NEUTRAL] No, I believe at this time it's, it does. It takes a little time on this, [PII], to load things.
[CUSTOMER][NEUTRAL] It takes
[CUSTOMER][NEUTRAL] I'm waiting on it to um send me an email telling me what the number is so I can ask you my questions that I'm asking about um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] I send it, ask it to send me the thing, but it doesn't appear so it's sending me the.
[AGENT][NEUTRAL] Do you know his name?
[AGENT][NEUTRAL] Or one of them?
[CUSTOMER][NEUTRAL] It, it's it's, it's multiple people and I, I, I don't, I don't remember the exact wording of it, so I didn't know if I have to contact the broker or if it's, if it's something one and done, I'm done. I don't need to worry about it. And verification code, come on, send me a code. Um.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't
[AGENT][NEUTRAL] You can also send a termination request in in an email. I mean you can put all of that in one email if you want to have, whichever is easier for you again until we get all of this worked out which again they are working.
[AGENT][NEUTRAL] Very vigilant and diligently on addressing the issues, but if that would be easier for you to email to make sure that they are indeed termed like they should be.
[CUSTOMER][NEUTRAL] Waiting on it to accept my.
[CUSTOMER][NEGATIVE] This code is incorrect. Well, great. Um [PII].
[CUSTOMER][NEGATIVE] OK, so where it says my group at um sorry, it just took forever for it to, and now it's taking forever to populate again, it's blank.
[AGENT][NEUTRAL] That's OK. Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Because I don't show that anyone has yet been termed and if you're, I'm sorry, I'm looking in the Ford. I don't, that may not even be the group.
[CUSTOMER][NEUTRAL] It, it is. That's the only one I was able to log into. It says, it says port of Site out initiated a policy termination for Dell Shockley, and then it says also for [PII]. So if I initiated it, does that mean it's not?
[AGENT][NEUTRAL] [PII] that you were.
[CUSTOMER][NEUTRAL] Like, I, I, I believe I went in and put a term date and all of that. So, and then when I go under my group, under employees,
[CUSTOMER][NEUTRAL] So there's like I guess that recent activity this month. It tells me that, but then
[CUSTOMER][NEUTRAL] When I go to employees, hold on, I don't know where that is.
[AGENT][NEUTRAL] Yes, I'm still showing that Shockley is showing as active.
[CUSTOMER][NEUTRAL] OK, so, so what does that mean to me since I've clicked it and it's showing.
[AGENT][NEUTRAL] That means that as of now, it would still be on the, on the bill.
[AGENT][NEUTRAL] So I would include that.
[CUSTOMER][NEUTRAL] OK, so, um,
[CUSTOMER][NEUTRAL] Hold on one second, I'm trying to get to where I need to find.
[CUSTOMER][NEUTRAL] Enrollment. So that's not what I wanna do, um.
[CUSTOMER][NEGATIVE] This website is not very user friendly. I'm trying to get it back to return to us. So on the very front page, there was a spot where you could look at your employees.
[CUSTOMER][NEUTRAL] When it populates.
[CUSTOMER][NEUTRAL] From my computer.
[CUSTOMER][NEUTRAL] My group, so when I click on my employees, so for instance on.
[CUSTOMER][NEUTRAL] Shockley.
[CUSTOMER][NEUTRAL] It, you know, I, I printed something and it showed that he was terminated. So, and now it's showing he's insured the spouse. So I don't understand like if I clicked he was terminated and it shows like it was recent activity, what is the time frame for it to update into your system and or.
[CUSTOMER][NEGATIVE] To talk for the systems to talk because I don't want to forget about it and two months later he's still on the bill and we not get reimbursed or however that works.
[AGENT][NEUTRAL] OK, so let me ask on that because I, I.
[AGENT][NEUTRAL] Let, let me just ask a couple of questions on that.
[CUSTOMER][NEUTRAL] Because I did this, it says um
[CUSTOMER][NEUTRAL] On the one for Dell, it says employee deleted successfully date of change [PII].
[CUSTOMER][NEUTRAL] Download confirmation so I'm just.
[CUSTOMER][NEUTRAL] If I did that last week on the [PII], which was Monday.
[CUSTOMER][NEUTRAL] And, and a week later he's still showing active. I'm, I guess I'm confused.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said you did the terms when, [PII]?
[CUSTOMER][NEUTRAL] On the 2nd, that day I started all this, um, of the month and, and it shows.
[CUSTOMER][NEUTRAL] Like recent activity initiated a policy termination.
[CUSTOMER][NEUTRAL] On the notes for both of these people in the computer, I guess it says recent.
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] There's a little box on the right side and it's recent activity today, this week, this month.
[CUSTOMER][NEUTRAL] So it shows that it was initiated, but I don't know if there's another step I need to follow.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I did not get really any training on this, it was just like this is your login information this is how to do it.
[AGENT][NEUTRAL] OK, so on the on the recent activity, it shows in initiated policy termination and that was on 62, is that correct?
[CUSTOMER][NEGATIVE] And it's not very user friendly.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that was for both of these men.
[CUSTOMER][NEUTRAL] And you said [PII], correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, so now let me ask you this, what is the termination date that you've requested on one of them?
[CUSTOMER][NEUTRAL] Uh, both of them, um, one retired and one was permanent on the last day of the month.
[AGENT][NEUTRAL] Just one
[AGENT][NEUTRAL] For, for [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, actually [PII].
[AGENT][NEUTRAL] OK. Let me see if so.
[CUSTOMER][NEUTRAL] I did it on [PII], but I did put in the, the, you know, their last date of employment as the [PII].
[CUSTOMER][NEUTRAL] Care team, OK.
[AGENT][NEUTRAL] And you said [PII] was one of them, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I believe that the, OK, so I, for example, I pulled up one of Mr. [PII]'s policies. So as of right now his policy is paid to 51. You've requested it to be termed at the end of the month. So I can see a future lapse date in there for that, but it's not termed as of yet.
[AGENT][NEUTRAL] Because of the May.
[AGENT][NEGATIVE] Premium has not been received. Does that make sense?
[CUSTOMER][NEUTRAL] OK. Yeah, and that, that should be in the mail. Um, so let me ask you this, um,
[CUSTOMER][NEUTRAL] What was I gonna say? The, oh, the time frame as far as, so if I terminate him, but he wants to continue with it at home, do y'all notify him, hey, your policy has been canceled with the company. Do you wish to continue it? Do y'all allow the employees to do that?
[AGENT][NEUTRAL] Once we've received the official, once we've received, yes, the notification that they're terming off the group if they set a policy, yes, ma'am, that can be ported or continued, then yes, they would receive information from APL. Mhm.
[CUSTOMER][NEUTRAL] Yes, and some type of
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just wanna verify that because um hadn't been notified of that as well. OK, well thank you so much, um, and, and the time frame as far as them updating the email addresses once I email, will they notify me once it's been updated or do I just need to log in and check?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, she
[AGENT][NEUTRAL] They should, but you can also ask for a confirmation, uh, you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once the changes have been made.
[AGENT][NEUTRAL] You can request that. I mean, you can request a.
[AGENT][NEUTRAL] Yes, I'm repeating myself [PII] I'm so sorry you can request a confirmation once you're, we've just talked about so much. Yes, once everything has been processed, you certainly can ask for someone to to call you or to email you it would probably be an email confirming the changes, but either way.
[CUSTOMER][NEUTRAL] Oh, you're fine, you're fine.
[CUSTOMER][POSITIVE] Fantastic. Thank you. Have a nice day.