AccountId: 011433970860
ContactId: 76038dd6-dc53-46dc-b56e-f044eb1b1d6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271799 ms
Total Talk Time (AGENT): 121318 ms
Total Talk Time (CUSTOMER): 97027 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/76038dd6-dc53-46dc-b56e-f044eb1b1d6f_20250604T15:47_UTC.wav
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[AGENT][NEUTRAL] Call APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Certified Foot and Ankle. We have been trying to get on the APL website for the past week, and it will not let us on.
[CUSTOMER][NEGATIVE] It keeps saying email not recognized and now I'm getting past due notices.
[CUSTOMER][NEGATIVE] And the last time I called was the other day they said something was wrong with the site and they were working on it.
[AGENT][NEUTRAL] Yes, ma'am. They're still working on it, [PII]. Are you a provider or insured?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, we're a provider.
[AGENT][POSITIVE] Yeah they're still working on it because there were some changes made to our website and technical support is trying to they're actually working on resolving the issue and once the issue has been resolved they will let us know.
[CUSTOMER][NEGATIVE] How are we supposed to pay our our invoice and we're getting past due notices.
[AGENT][NEUTRAL] Pay your invoice
[CUSTOMER][NEUTRAL] If we can't get on.
[AGENT][NEUTRAL] You a provider?
[AGENT][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] No, we have about 7 employees that have gap insurance and we have to go on there and pay.
[AGENT][NEUTRAL] So let me contact you to bill and then this is a group thing, correct? This is for billing.
[CUSTOMER][NEUTRAL] Um, the invoice every month.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me your name, [PII] and your callback number. Spell your name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And last name is [PII].
[AGENT][NEUTRAL] And what's your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the group number?
[CUSTOMER][NEUTRAL] Uh, 25562, yes 25562.
[AGENT][NEUTRAL] Do you have a group number?
[AGENT][NEUTRAL] Hold one moment while I get someone in billing to assist you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hello, [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm great, thanks for asking. This is [PII] and [PII]. I have someone by the name of [PII] online over on the other line. She's calling about a group of 25562.
[AGENT][NEUTRAL] She says that she's trying to get online to pay the invoices for the group services that they have here with American Public Life, but she's having issues with the online account so I've explained to her that there's.
[CUSTOMER][NEUTRAL] Because she's probably trying to log in to the old account.
[AGENT][NEUTRAL] OK, so I did express to her that we did do some upgrades on our um online web account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she wanted to speak on billing.
[CUSTOMER][NEUTRAL] You can send her to me. Wait, wait, wait, you said [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if she's calling on behalf of the group, she's.
[CUSTOMER][NEUTRAL] Has she been verified?
[AGENT][NEUTRAL] She's then called about a policy she says she's calling to pay that she's the employer trying to pay the group invoice.
[CUSTOMER][NEUTRAL] Yes, I understand that, but we have uh [PII].
[CUSTOMER][NEUTRAL] As the contact name, has any of the other information been verified for the group?
[AGENT][NEUTRAL] But
[AGENT][NEGATIVE] No, when she said she was calling about a group that's all I, because I don't, I work in claims. I don't deal with groups.
[CUSTOMER][NEUTRAL] You can send it to me.
[CUSTOMER][NEUTRAL] You can send her to me that's fine.
[AGENT][NEUTRAL] Let me give you a callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And hold one moment. You did say your name was?
[AGENT][NEUTRAL] Did you say [PII] or Carry? [PII], OK, hold one moment, [PII]. Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Hello [PII], I'm gonna transfer you over to [PII] and um billing. She's gonna assist you further, but thanks for calling APL and have a good day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Welcome. Goodbye.
[CUSTOMER][POSITIVE] Thank you.