AccountId: 011433970860
ContactId: 77702638-659f-4f01-acf1-e30be1c914d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 919039 ms
Total Talk Time (AGENT): 494513 ms
Total Talk Time (CUSTOMER): 277470 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/77702638-659f-4f01-acf1-e30be1c914d4_20250424T18:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I am trying to reach [PII]. I'm not quite sure that that's how you pronounce her name.
[AGENT][NEUTRAL] You have it correct and I can um definitely, well she's on lunch right now but I can definitely help you um is there something specific that you're needing a group on a group or an employee?
[CUSTOMER][NEUTRAL] Well, our group is new to APL um and I received a welcome email from her and I was just trying to reach out and and connect um to see what we needed to do to get our account set up our portal set up.
[AGENT][NEUTRAL] OK, what's your group number and I can help you with that.
[CUSTOMER][NEUTRAL] I don't even have that um let's see what it says on this.
[AGENT][NEUTRAL] OK, what's the name of your group?
[CUSTOMER][NEUTRAL] Uh, welcome to APL Race rush. Oh, I do have a group number. I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 27028
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that. And is it possible to get a call back number in the event that we get disconnected as well?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that and what was your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] Bear with me while I pull that up.
[AGENT][NEUTRAL] Alright, I've got you guys pulled up and.
[AGENT][NEUTRAL] Let me verify a few things just to make sure since we are gonna be registering you today, we just need to make sure some of the demographics are in fact correct. Can you verify the group's mailing address for me, please?
[CUSTOMER][NEUTRAL] It should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that and that is what we have on file and also can you verify your email account?
[CUSTOMER][NEUTRAL] It's [PII], which is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. That is what we have on file and I'm also showing there's a contact number. Can you verify your phone number as well, please?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] Thank you for that. OK, so are you currently on our website at the [PII]?
[AGENT][NEUTRAL] [PII] site.
[CUSTOMER][NEUTRAL] Let's see where I'm at. I am at, yes.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] And at the log in it says new user or log in.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, you're gonna like new user.
[AGENT][NEUTRAL] For me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you elect that it's gonna ask you what type of user you are you're gonna elect a group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then it should transfer you.
[CUSTOMER][NEUTRAL] Employer or group OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, and then I just enter this group number here 7028.
[AGENT][NEUTRAL] Yes ma'am, along with the demographics that we just verified.
[CUSTOMER][NEUTRAL] Ok, let's see Raceland.
[CUSTOMER][NEUTRAL] Our verification code has been sent to the email, OK.
[AGENT][NEUTRAL] And give it just a second and then it'll pull up for you.
[CUSTOMER][NEUTRAL] It's there.
[CUSTOMER][NEUTRAL] Welcome. You're one step closer to completing your APL online service your verification. Oh [PII] have [PII], it's a long code. OK, let me copy.
[CUSTOMER][NEUTRAL] Oops, there seems to be a problem, OK.
[CUSTOMER][NEUTRAL] Well, let me try you if.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, I'm typing it with me I need to take a period out.
[CUSTOMER][NEUTRAL] There we go. Alright, now I'm might create your account.
[AGENT][NEUTRAL] It does not accept an email account, so um you can do something short and sweet. I've seen people use some of the group name abbreviations. You can put numbers in it, just whatever you do, make sure you're not gonna be using the same sequence of letters and numbers when you set your password or it's gonna come up as a security issue.
[AGENT][NEGATIVE] And it won't accept it.
[CUSTOMER][NEUTRAL] OK, so is it like case sensitive?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yep, I do, I see that at the bottom. No, and 8 characters, one upper.
[AGENT][NEUTRAL] No, it's that case.
[AGENT][POSITIVE] Well, I guess it is. Yes, ma'am. Go ahead then. I'm sorry. I knew the password was case sensitive. I wasn't, I didn't know about the username. That's new to me, but thank you. I learned something.
[CUSTOMER][NEUTRAL] Well it's telling me one upper one lower.
[CUSTOMER][POSITIVE] Mm. No, no, you, you, you're good.
[CUSTOMER][NEUTRAL] One symbols I gotta have a symbol where.
[AGENT][NEUTRAL] It doesn't matter where, just make sure it's not the numeric. For some reason, it won't take the pound sign.
[AGENT][NEUTRAL] The numbers are
[CUSTOMER][NEUTRAL] The user number has one I guess maybe it's the password that has to have one as well.
[AGENT][NEUTRAL] Yes it does. The password has to have one as well and it can't be the same thing that you used on the user name.
[CUSTOMER][NEUTRAL] Oh shoot OK um.
[CUSTOMER][NEUTRAL] Please enter a valid user name. User name must be 1 to 20 characters.
[CUSTOMER][NEUTRAL] [PII]. I have 8.
[CUSTOMER][NEUTRAL] Oh wait, I don't have an upper case and a lower case. I thought I did that.
[CUSTOMER][NEUTRAL] OK, didn't wanna take it.
[CUSTOMER][NEUTRAL] I have an upper case.
[CUSTOMER][NEUTRAL] I have a lower case I have numbers.
[CUSTOMER][POSITIVE] I have a special character.
[CUSTOMER][NEUTRAL] And a total of 8
[CUSTOMER][NEUTRAL] Please enter a valid username. Username must be.
[CUSTOMER][NEUTRAL] OK, I'm not quite sure what I'm why it's not taking it.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][POSITIVE] Uh, fit all the criteria.
[AGENT][NEUTRAL] Take out the symbol and just do the numbers.
[CUSTOMER][NEUTRAL] I was gonna say.
[AGENT][NEUTRAL] Because I, I don't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Recall ever seeing a symbol the user name.
[CUSTOMER][NEUTRAL] 1234567.
[CUSTOMER][NEUTRAL] Um, so I need 8 characters, one symbol.
[AGENT][NEUTRAL] OK, it says the username has no criteria. It's just the password. So just make sure the criteria of 8 is used, but you don't have to have numbers or symbols in it just if you wanna just do words.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][POSITIVE] Perfect. There we go.
[CUSTOMER][NEUTRAL] Alright, I am in.
[AGENT][NEUTRAL] Alright, so now that you're in there just to go over with you um briefly you will be able to view your bills online. You can also pay them online through our bank set up.
[AGENT][NEUTRAL] That's available to you on the site as well um just letting you know that if you do the bank set up you'll have to physically go out there every month and pay the pull the bill and pay the bill um it will copy and hold your bank information but it doesn't do it automatically every month. You do have to do that physically every month and it looks like you guys are set up as well to get.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Electronic billing so you will get an email notifying you when the bill is available out there, um, and if something happens and you realize that.
[CUSTOMER][NEUTRAL] Can you give me a billing date?
[AGENT][NEUTRAL] Yes, we generally,
[CUSTOMER][NEUTRAL] Do you know when our billing date is going to be?
[AGENT][NEUTRAL] Yes ma'am, um, we generally bill around the [PII] of the month, but since you guys are new, um, we are still working on getting you guys audited and getting the bill orders so you should get it.
[AGENT][NEUTRAL] Either tomorrow or Monday, um, because we, we're supposed to be this Sunday, but they may be doing it today depending on where we're at, but you will get a notice, um, letting you know it's available, but every month after this month will be on the around the [PII] that you will see that come through. And you do have a 30 day grace period to pay us, but if something happens and it's getting towards the end of the month and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You wanna pay it quickly, you can contact us by phone and we can take one time credit card payment over the phone um or any time rather not one time, but any time that you wanna do it by credit card, you can call us by phone and our billing department will be able to help you with that as well.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And also, Miss, uh-huh, go ahead.
[CUSTOMER][NEUTRAL] Um, and.
[CUSTOMER][NEUTRAL] I don't see anything in here for us yet um except for oh OK yeah never mind.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There's the
[CUSTOMER][NEUTRAL] Employees.
[AGENT][POSITIVE] Yeah, you'll be able to see the employees and make changes on them as well like you can add the employees if you need to, you can drop dependents, um.
[AGENT][NEUTRAL] I wanna say you're able to update their information as far as adding and dropping but for address updates, you will have to contact um our care team. You can send us an email with that as well. That's the only thing that you can't get out there is the addresses.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] We have a program called Employee Navigator.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and we make our employee changes in that system. Are you guys connected to that? Obviously you must be a.
[AGENT][NEUTRAL] Yes we are yes ma'am we will get a a weekly file feed anytime you make changes to the employee navigator it will automatically transmit to us on a weekly basis and it will update so if there's address changes on that or dependent changes it will get updated in our system according to what we received for that week um so we do run those every week but if it's something that you wanna handle quickly you can do it out there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can also add new users um so if you you're out or maybe um you'll hire somebody new whatever the case you can still be connected as far as your individual but you can also manage users um if you'll go up there to where it says employer group.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Welcome employer group, it says my account and there's a little cursor. If you click on it, it's gonna pull out some subsections and wanna.
[CUSTOMER][NEUTRAL] Manage users or.
[AGENT][NEUTRAL] Yeah manage users and you'll do the same thing as you did with yourself you'll create a new user, they'll put them in with their username and their email and they'll have their own access as far as username and password.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] But we gave that right to you guys.
[CUSTOMER][NEUTRAL] So the only billing we are.
[CUSTOMER][NEUTRAL] Are going to receive is through the email correct?
[AGENT][NEUTRAL] Yes ma'am, because you guys are set up as electronic so you will be receiving an email unless you ever unless you ever need a physical one, you can definitely contact us and we can send one to you via email or mail however you want it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will those invoices, I'm assuming are gonna be in this portal as well.
[AGENT][NEUTRAL] Yes, yes, ma'am, they are.
[CUSTOMER][NEUTRAL] Yes, OK, I'll see where it says open invoices, so I'm, I figured it OK.
[AGENT][NEUTRAL] They will be available.
[CUSTOMER][NEUTRAL] Alright, um, is there anything I need to know?
[AGENT][NEUTRAL] Was there any questions?
[AGENT][NEUTRAL] Um, also the individuals have access to the online service center individually, so they can go out there and register as an individual and create an account and they'll have access to their policy certificates, um, as far as what policy products they have, they can view each one and who's covered.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] They won't be able to make any changes out there. They will have to contact us for certain things, um, but if they go through you guys, they don't have to. So you guys do have EM and they will also have access to cars, temporary cards if they need them for any reason.
[CUSTOMER][NEUTRAL] OK, so the individual employees who purchase products won't receive a welcome email.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, ma'am. They will get an email with their policy certificate.
[CUSTOMER][NEUTRAL] Like to register? OK.
[AGENT][NEUTRAL] Uh, yeah, it will have their policy certificate and let them know that they can register on the online service center. It looks like the group set up electronically, so you guys get emailed electronic certificates but physical cards will be mailed.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So once they received the email saying that their certificate is available it's here, um, then they can from that link they'll be able to register as a new user.
[AGENT][NEUTRAL] Yes, ma'am, or they can just, or if they want to they can just go to secure.public and register and they can also file claims out there if they need to directly with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once they do that, they, they'll be able to see where where we're at with it, check the status of it, and once it's finalized, they'll, they will have the availability to open the EOB, the explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with, Ms. [PII], before you go?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] I think that's it, uh, um, I'm gonna make myself familiar with the site and if I have any questions I'll give somebody a call.
[AGENT][POSITIVE] Alright, Ms. [PII], well it's been a pleasure speaking to you and thank you for calling APO you have a wonderful day.
[CUSTOMER][POSITIVE] Same to you thank you for your help I appreciate it.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.