AccountId: 011433970860
ContactId: 7e104f50-ae06-4b07-afc6-3986ca751d1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1362150 ms
Total Talk Time (AGENT): 473834 ms
Total Talk Time (CUSTOMER): 393774 ms
Interruptions: 10
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/7e104f50-ae06-4b07-afc6-3986ca751d1b_20250603T14:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] This is [PII] with the Advanced Financial Group in [PII]. Got some problems with your new website.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I've set up the user for [PII] and I've gone in, I submitted the payment and I hit submit trying to do ACH.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And if there was an error processing your request, if this error persists, please contact customer service.
[AGENT][POSITIVE] Alrighty, I do believe they are in the process of fixing that. Let me read what my message just said. Hang on one second.
[AGENT][NEUTRAL] Let me look here.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I was not here the days that they launched the um the new online service center, so bear with me. I'm still learning along with everybody else, so hang tight. Someone's answering my question.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Email or text?
[CUSTOMER][NEUTRAL] Who was it?
[CUSTOMER][NEUTRAL] Who?
[CUSTOMER][NEGATIVE] Come on, no.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] I don't I haven't got anything yet that's why I'm wondering.
[CUSTOMER][NEUTRAL] OK, you gave me one and they sent another.
[CUSTOMER][NEUTRAL] I had to go Oh, United Healthcare.
[AGENT][NEUTRAL] OK, so it looks like there was a problem yesterday, but they think they have resolved it. Did you just try to submit the payment?
[CUSTOMER][NEGATIVE] Yeah, it's not resolved.
[AGENT][NEUTRAL] OK, so if um you will take a screenshot of that and uh shoot me an email with that screenshot so I can send it over to them and let them know that the issue has not been resolved.
[CUSTOMER][NEUTRAL] OK, and what is your email?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and include your group name and number and then that screenshot.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's OK, I can do that. That's my first problem. The second problem is that we are the TPA for 28 school districts. I pay all their bills.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I only have one email address. How am I gonna get all those logins set up?
[AGENT][NEUTRAL] Um, it should do it by the group number. You should be able to use that same email address for each group number.
[CUSTOMER][NEUTRAL] Well when you log in you put in.
[CUSTOMER][NEUTRAL] Oh, but how when I log in, how am I gonna know which one I'm logging into because it only asks for your email.
[AGENT][NEUTRAL] Whenever you originally set it up.
[CUSTOMER][NEUTRAL] Yeah I think you just set up your I'll try it but I'm not sure that's gonna work.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because I think you just type in your email address.
[CUSTOMER][NEUTRAL] And I could be wrong. I'll try it.
[AGENT][NEUTRAL] Um, let me look here.
[AGENT][NEUTRAL] I was looking for.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Alright, let me look here real quick.
[AGENT][NEGATIVE] Stop doing all that, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, OK, there we go.
[AGENT][NEUTRAL] Mm OK I see what you're talking about.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh yeah, I see what you're talking about. OK, um, that'll be another question I mean that's gonna be an issue. Um, let me pull up.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because in the past we had a different log in for each school. How do I do a screenshot real quick?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, control alt print screen.
[CUSTOMER][NEUTRAL] Do you know?
[AGENT][NEUTRAL] Print screens up there. Well, I'm not sure what your keyboard looks like, but it should be up there close to the right.
[CUSTOMER][NEUTRAL] I need that.
[AGENT][NEUTRAL] Above the insert delete home and button.
[CUSTOMER][NEUTRAL] Yeah, I'm looking I don't see it.
[CUSTOMER][NEUTRAL] Control alt.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] It should be beside F12.
[CUSTOMER][NEGATIVE] Yeah, it's not on mine.
[AGENT][NEUTRAL] Um, look close to your or look to see um where or what your delete button, see if it's close to it.
[CUSTOMER][NEUTRAL] Well, shoot.
[CUSTOMER][NEUTRAL] Yeah, insert.
[AGENT][NEUTRAL] You know my laptop, it's.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Calculator, I don't see a print.
[CUSTOMER][NEUTRAL] Hm, I can just do a snipping tool.
[AGENT][NEUTRAL] Yeah, I was about to say, but I have, yeah, I have both of those snippet and do the print screen, um.
[CUSTOMER][NEGATIVE] Except my error message has gone away dang it, see it's not staying up long enough.
[CUSTOMER][NEUTRAL] Let me do it real quick.
[CUSTOMER][NEUTRAL] Why did y'all have to do this?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] I hope this isn't going through because I've submitted it about 5 times. OK, now let's see if I can get it real quick. It's just going away, the error message.
[CUSTOMER][POSITIVE] OK, let's try that. I got it.
[CUSTOMER][NEUTRAL] OK, now look over here to email.
[CUSTOMER][NEUTRAL] New
[CUSTOMER][NEGATIVE] Go away.
[CUSTOMER][NEUTRAL] Yeah [PII], where did you go? You can't.
[CUSTOMER][NEUTRAL] OK, there we go. Let me type your email in so what do you think we do about the other?
[AGENT][NEUTRAL] That I'm, I'm asking that question right now because I'm not seeing anything in my resource as far as possible questions.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII] OK now we find their great number.
[CUSTOMER][NEUTRAL] Yeah, we can't be the only person that that this would apply to I would not think but.
[AGENT][NEUTRAL] I wouldn't think either, um, and I, I think that question was asked originally when this first came up.
[CUSTOMER][NEUTRAL] You never know.
[AGENT][NEUTRAL] But I've slept since then and I do not remember what the response was if I, if we were even given a response. Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Yeah, they were like oh it won't be a problem sometimes IT doesn't really know how things work.
[AGENT][NEUTRAL] Yeah, I.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] I'm looking for my other.
[AGENT][NEUTRAL] OK, she's answering me back.
[CUSTOMER][NEUTRAL] OK it is 23428.
[AGENT][NEUTRAL] OK, here it is, um.
[AGENT][NEUTRAL] I need to create accounts for different groups want to know, OK, please ensure that line is updated with the new email addresses as well as other.
[CUSTOMER][NEUTRAL] OK, I just sent it to you.
[AGENT][NEUTRAL] You can.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, bear with me.
[AGENT][NEUTRAL] She's in that response. Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She's typing to let me know.
[AGENT][NEUTRAL] I think.
[AGENT][NEUTRAL] OK, alright, so what I'm gonna need to do from the sound of the response I've got is are you listed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As the contact and contact email for each of those groups that UTPA for?
[CUSTOMER][NEUTRAL] Um, maybe I'm not really sure. I was [PII], so.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Let's, yes, you are [PII]. Let's, do you have all of the group numbers available at the moment?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, hold on, let me get in there.
[AGENT][NEUTRAL] All right, let, give me a list of them and we'll, we'll start there because from the sounds of it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] As long as your information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I listed under each of those groups.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Then
[AGENT][NEUTRAL] Once you create that first account since it didn't ask for a group number you should be able to pull up.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All of the accounts.
[CUSTOMER][NEUTRAL] OK, let's see if it says let me log in so I created one.
[AGENT][NEUTRAL] Yeah, and you should.
[CUSTOMER][NEUTRAL] Um, it says my group.
[CUSTOMER][NEUTRAL] And I have.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Hold on let me pull up.
[CUSTOMER][POSITIVE] Oh, it's getting there sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I think it's just something it only shows [PII].
[AGENT][NEUTRAL] Let me, OK.
[AGENT][NEUTRAL] Look here. All right.
[AGENT][NEGATIVE] Cause we're used to that is not what I wanted, um.
[AGENT][NEUTRAL] Because we're using
[AGENT][NEUTRAL] Single sign on with this new.
[AGENT][NEUTRAL] Online service center where is my other.
[AGENT][NEUTRAL] Ah, here we go, OK.
[AGENT][NEUTRAL] Oh, I don't want an email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Does she
[AGENT][NEUTRAL] Right. So when you're logged in, what's your, what's your first page when, what's it look like when you're logged in?
[CUSTOMER][NEUTRAL] OK I'm at the dashboard and it says dashboard Frankston ISD 19 insureds.
[AGENT][NEUTRAL] OK. And then do you have like a menu drop down or a menu um thing off to the left?
[CUSTOMER][NEUTRAL] Uh, on the left I have my group resource center manage users.
[CUSTOMER][NEUTRAL] Help.
[AGENT][NEUTRAL] OK. What was that first one, my group?
[CUSTOMER][NEUTRAL] My group, uh, after dashboard.
[AGENT][NEUTRAL] OK, click on click on that and what's that pull up?
[CUSTOMER][NEUTRAL] I get just Frankston ISD.
[AGENT][NEUTRAL] And is there not like a search box to where you could put in another group number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I don't see one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] About the dashboard. I don't see one there either.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right, so give me another, do what?
[CUSTOMER][NEUTRAL] Add new user.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Products billing.
[CUSTOMER][NEUTRAL] Where in the world am I?
[CUSTOMER][NEUTRAL] OK, look at 23394.
[AGENT][NEUTRAL] Piney Woods Community.
[AGENT][NEUTRAL] All right. I, I have your information, OK. Hmm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Maybe I have to go in and set each one up under my email.
[AGENT][NEUTRAL] Maybe, maybe so. Yeah, see if, see if you're able to add a new group, maybe.
[CUSTOMER][NEUTRAL] Like add a new
[CUSTOMER][NEUTRAL] OK, I'll try that, um.
[CUSTOMER][NEUTRAL] Log out
[CUSTOMER][NEUTRAL] OK, and then we're going to create your OSC account. I am a group.
[CUSTOMER][NEUTRAL] Next group number I just told you, OK, zip code [PII].
[CUSTOMER][NEUTRAL] OK, no user was found with that information entered.
[AGENT][NEUTRAL] All right. What all information did it request?
[CUSTOMER][NEUTRAL] OK. Ford.
[CUSTOMER][NEUTRAL] OK group number 23394.
[AGENT][NEUTRAL] 23. OK.
[CUSTOMER][NEUTRAL] Zip code, let me try a different zip code.
[CUSTOMER][NEGATIVE] I did put in the wrong zip code. Nope, that didn't work. And what is it what phone number do they have? Can you tell?
[AGENT][NEUTRAL] I've got zip code [PII] and phone number [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What I got City [PII] in [PII].
[AGENT][NEUTRAL] Mhm and it said no group.
[CUSTOMER][NEUTRAL] And I hit enter.
[CUSTOMER][NEUTRAL] No user was found when the information that was 0, should it be a 0 in front of 023394 maybe or is it just 23394?
[AGENT][NEUTRAL] It should just be 23394, but you can.
[AGENT][NEUTRAL] You can try 0 and see.
[CUSTOMER][POSITIVE] I'll try it won't hurt.
[CUSTOMER][NEUTRAL] Nope, OK Lekin.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] OK, [PII], that is correct.
[CUSTOMER][NEUTRAL] Go back I'm gonna do it again. It's a group correct? I do it under a group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a group
[CUSTOMER][NEUTRAL] 23394
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEGATIVE] This is all so confusing.
[CUSTOMER][POSITIVE] Do it again. I'm gonna create.
[CUSTOMER][NEUTRAL] Oh, you aren't telling me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So this is a group
[CUSTOMER][NEUTRAL] 2339475904
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK OK [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Nope, didn't work. Let's do a different one.
[CUSTOMER][NEGATIVE] This isn't fun. [PII].
[AGENT][NEUTRAL] Mm mm. 23, what would you say? [PII].
[CUSTOMER][NEUTRAL] Look up [PII].
[CUSTOMER][NEUTRAL] [PII] and I need their zip code if you have it. I won't look at that.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I've got [PII].
[CUSTOMER][NEUTRAL] OK, that says [PII], and I'm the email again?
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEGATIVE] So that one didn't work either. I'm gonna try that night.
[CUSTOMER][NEUTRAL] OK, so I used [PII]'s email on that one.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That didn't work either. That's good. I don't want it for I don't know.
[AGENT][NEUTRAL] OK, so, um, with that being said, if you don't mind doing that 23407 enter all the information that it should be with your email address and and screenshot that as well and send it to me because we need to, we need to let them know that.
[CUSTOMER][POSITIVE] We're gonna do a little bit more.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Like we have groups that have multiple groups or we have people that have multiple groups that need to be able to register their groups so yes screen screenshot that for me and send it to me so I can get that over to them and let them know that this is gonna be a major problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And in the meantime, um, in the meantime, um.
[CUSTOMER][NEUTRAL] OK, I will do that right now.
[CUSTOMER][NEUTRAL] Do you have a direct number I can call you back or just a
[AGENT][NEUTRAL] Yes, it should be [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Hold on, [PII] OK.
[AGENT][NEUTRAL] [PII]. If that does not work.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if that does not work, um, you should be able to use the [PII] number and use my extension [PII] or [PII]. I'm not really sure which one it is. They changed the phone system too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, that's great. They just keeping going in all kinds of, yeah, yeah, OK.
[AGENT][POSITIVE] It's so much fun.
[AGENT][POSITIVE] They're keeping us on our toes. That's what they're doing.
[CUSTOMER][POSITIVE] That's right, that's right. OK, well I will send this to you right now.
[AGENT][POSITIVE] But yes, send me all that and I'll get it sent over to, I'll get it sent over for them to look at and see what we need to know.
[CUSTOMER][NEUTRAL] You'll get back with me about not submitting invoices.
[AGENT][NEUTRAL] Yes ma'am, I've sent that one over um for the payment part and I've sent that over for them to look at because yeah we need it apparently was not fixed or there's some other kind of issue that came up so I will, I will email back or call back and let you know.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Something hopefully.
[CUSTOMER][POSITIVE] OK, alright, thank you so much I appreciate your help.
[AGENT][POSITIVE] Uh, you're welcome, [PII]. Is there anything else I can maybe help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it for now. Thank you so much.
[AGENT][POSITIVE] All [PII]. Thank you for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too bye bye.