AccountId: 011433970860
ContactId: 6c79105c-3170-4ad3-adeb-c337a26757b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 686679 ms
Total Talk Time (AGENT): 190385 ms
Total Talk Time (CUSTOMER): 363593 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/6c79105c-3170-4ad3-adeb-c337a26757b3_20250620T16:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling HL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Go ahead, yeah.
[CUSTOMER][NEUTRAL] Uh yeah, hi. Uh, this is Mrs. [PII]. I'm, uh, the employer administrator for our group number.
[CUSTOMER][NEUTRAL] 16714 [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] OK, let me tell you, OK, let me tell you the problem I'm having. I'm uh on a leave of absence and uh the group got an email that I guess you guys were changing your website or something, and then we had to go in and then re-register everybody.
[CUSTOMER][NEUTRAL] You, are you aware of what I'm talking about?
[AGENT][NEUTRAL] Yes, so if you're you have to reregister your group account and then employees will have to reregister as well, their individual accounts.
[CUSTOMER][NEUTRAL] And then the employees have to be OK, so how do I go in and re-register the group because.
[CUSTOMER][NEUTRAL] Uh, right now, my PC, the one for work, isn't, isn't, uh, working, it's not, um,
[CUSTOMER][NEGATIVE] For some reason, switching on and when I go into my regular computer at home, and I go to the login that they told me secured [PII], it's just around and around and around and around in circles.
[AGENT][NEUTRAL] OK, and what was your 1st 1st and last name?
[CUSTOMER][NEUTRAL] Your website.
[CUSTOMER][NEUTRAL] OK. Uh, I'm not sure if it's under [PII] or it might be under [PII].
[AGENT][NEUTRAL] OK, and you're [PII]?
[CUSTOMER][NEUTRAL] Yes. Well, they call me.
[AGENT][NEUTRAL] OK, and then, OK, and do you have your address for your group?
[CUSTOMER][NEUTRAL] The group is [PII].
[CUSTOMER][NEUTRAL] [PII], I think.
[AGENT][NEUTRAL] Looks like we have [PII] right.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I'm sorry, [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then your email address?
[CUSTOMER][NEUTRAL] Uh, the, the bank email address is a [PII].
[AGENT][NEUTRAL] OK, and they did a [PII], is that what you said?
[CUSTOMER][NEUTRAL] No, with an [PII], with uh [PII], not [PII].
[AGENT][NEUTRAL] OK. OK. OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so you have to go to [PII].
[CUSTOMER][NEUTRAL] Secure. [PII].
[AGENT][NEUTRAL] Yes, and then
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, are you on Chrome?
[CUSTOMER][NEUTRAL] And then it says welcome.
[CUSTOMER][NEUTRAL] Uh, no, I'm on, uh, Yahoo.
[AGENT][NEUTRAL] OK, your web browser or is it Chrome or Microsoft Edge, or?
[AGENT][NEUTRAL] Safari.
[CUSTOMER][NEUTRAL] Hold on, let me go to edge to get some. OK, hold on.
[CUSTOMER][NEUTRAL] Let me see if I, my husband uses Edge. I don't really use it. OK. Let, let me use Edge.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, can you read me the, the website again, please?
[AGENT][NEUTRAL] Um, it's secured. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It secured with a D at the end, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Were you able to get in?
[CUSTOMER][NEUTRAL] No, no, I, I haven't, wasn't able to get in. OK, let me do it again.
[AGENT][NEUTRAL] OK, I'm secured. and then [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go try to do this edge again.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Make sure.
[AGENT][NEUTRAL] And then you'll go to create your OSC account.
[CUSTOMER][NEUTRAL] Like that says online service center. Let me see.
[CUSTOMER][NEUTRAL] OK, then I come up again where it says, oh, create an OC. I gotta go there? OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You'll be the group
[CUSTOMER][NEUTRAL] OK. Provider.
[AGENT][NEUTRAL] No, you're the group?
[CUSTOMER][NEUTRAL] Group, OK. Group. Group, OK.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] And then all you have to enter is your group number 16714.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then your email, that's it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. The work email, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, the one we have on file.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me put a [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Next,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Complete your account set up.
[CUSTOMER][NEUTRAL] Continue? OK.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK. Here, I put a new password.
[AGENT][NEUTRAL] No, it does it say verification is necessary. You'll put your email. Does it say email address?
[CUSTOMER][NEUTRAL] OK. Now, if I put the email address for work, is it gonna send me an email address for work? Because I can't read it, because I can't turn on the computer.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, can I put in the my personal email?
[AGENT][NEUTRAL] No, it has to be the work email.
[CUSTOMER][NEGATIVE] So, then it's not gonna work because the, the thing is that I can't, I can't load my uh my, uh, I, I can't open my email.
[AGENT][NEUTRAL] OK, the only other, so the only other, the other the only other option we'd have is for you to email our care team at AMpublic.com and and change your group contact information so you'd have to change it to someone else and and another work email, somebody else who would be handling it.
[CUSTOMER][NEGATIVE] So that's not gonna work. What else can the
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, so the, it would be [PII], you said, right?
[AGENT][NEUTRAL] [PII], so [PII].
[AGENT][NEUTRAL] And then you would give your group um name.
[CUSTOMER][NEUTRAL] At
[AGENT][NEUTRAL] Your group number, your information, and then let us know who do you want to change it to.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And what contact information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. That's that, yeah, because that's the thing if it sends it to my work number, my work email, I won't be able to see it. So that's, I'm having a problem with the computer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm gonna have to do that. Do they do that the same day or what?
[AGENT][NEUTRAL] Uh, usually takes 24 to 48 hours, so it shouldn't be longer than that. So it'd be today or Monday.
[CUSTOMER][NEUTRAL] OK, well then I, I because I'm gonna have to go into the office on Monday with the computer if it's not working. Let me ask you, is, uh, I guess that the, well, they're gonna need it going forward, of course, but, uh, I guess the, the person that called me, which is [PII], he's the one who's doing the invoices, he has to go in here to to get the invoice.
[CUSTOMER][NEUTRAL] For uh
[AGENT][NEUTRAL] Yes, that's correct. Once the account's created, your invoices are in there.
[CUSTOMER][NEUTRAL] OK, is there
[CUSTOMER][NEUTRAL] Right, so he has to go, is there a way that you could send him the invoice for this month to his email?
[AGENT][NEUTRAL] Um, let me see if I have access.
[CUSTOMER][NEGATIVE] Because that's what he's trying to do. He's trying to pay the invoice and he can't pay it because you can't view it.
[AGENT][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] You should have him there as an, as an.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If we send it to him, he'll have to, his only option will he'd have to create an account to pay it online.
[AGENT][NEUTRAL] So that's
[AGENT][NEUTRAL] Unless you want to mail the payment.
[CUSTOMER][NEUTRAL] We don't
[CUSTOMER][NEUTRAL] Yeah, no, we, we know, we don't pay it online we pay it we send it to accounting and they send the direct uh direct deposit they.
[CUSTOMER][NEUTRAL] But, but we don't pay it online.
[AGENT][NEUTRAL] OK, let me see if I have access.
[CUSTOMER][NEUTRAL] So all he really needs is to view, uh, that's what I'm saying is there a way that you could just email him this month's invoice so, so we, because we're already on the [PII] and he hasn't paid it yet, you know what I mean?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] If there's a way you can send them the email to his email, which is [PII], and then that way he'll be able to pay the bill.
[AGENT][NEUTRAL] OK, and that's [PII]
[CUSTOMER][NEGATIVE] Oh, no, no hope.
[CUSTOMER][NEUTRAL] OK, the, the, yeah, [PII] like in [PII] and then [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You should have him there as a contact.
[AGENT][NEUTRAL] Um, we don't have them listed as a group contact, um, we just have you.
[CUSTOMER][NEUTRAL] OK, that's, yeah, see that's the issue that we gotta fix that because I mean I, I'm retiring, I'm retiring so they need to add somebody there because pretty soon I'm gonna be gone. So that's another thing that we that that we have to add. Do we add that when we when we do this new set up?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, if you, if you're changing group contacts you'll need to email our care team to tell them you wanna change the group contact.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, which is the [PII].
[AGENT][NEUTRAL] Yes, that's right, and then I'll put in a request to send the invoice to him to his email address.
[CUSTOMER][POSITIVE] OK. Perfect, perfect, because at least that way, that way he could get it, uh, you know, he could get it paid.
[AGENT][POSITIVE] OK, yes, I'll send, I'll send in that request and then that too should take only 24 hours and then he'll get that and, and y'all can make that payment.
[CUSTOMER][POSITIVE] Oh, OK. All right. Thank you, ma'am.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][POSITIVE] Thanks