AccountId: 011433970860
ContactId: 7fc1d6f6-628f-498d-a390-57ba67c88239
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 934940 ms
Total Talk Time (AGENT): 362343 ms
Total Talk Time (CUSTOMER): 346346 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/7fc1d6f6-628f-498d-a390-57ba67c88239_20250424T17:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], so I'm running into a little bit of trouble here. um, so we came on with you guys back in December and I have two companies initially they were put in together but then I guess um I had requested it to be split so each company could pay its own bill so I received an email from my broker saying that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Your office split it for us, but then I had to create a new account so I'm able to log into the other account.
[CUSTOMER][NEUTRAL] The first one, but then I was trying to create the second one with the credentials that were sent to me.
[CUSTOMER][NEGATIVE] And I am getting an error saying that there's not a user with that account number.
[AGENT][NEUTRAL] OK, um, well, I can definitely help you with the online service center sign up, um, for the second part of the company. May I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the name is [PII] and my cell phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And what is the um group number for the, I guess the second one, that's the one you're trying to create the account for? OK.
[CUSTOMER][NEUTRAL] Right, it's, I'm getting an error saying it doesn't exist, so the number that was given to me by APL is 26939.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] And I received a message saying that I needed to set up the employer portal.
[CUSTOMER][NEGATIVE] With like this user guide which I'm following and I'm still getting the error.
[AGENT][NEUTRAL] 893.
[AGENT][NEUTRAL] OK, so I have you here and [PII], can you just verify the name of um the company and the address and your email address?
[CUSTOMER][NEUTRAL] Yes, so the [PII] which one, the one that I'm trying to set up?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I'm trying to set up Lucille's American Cafe of Winter Haven.
[CUSTOMER][NEUTRAL] And um my name is [PII] and the email is [PII], and the address of the restaurant is um [PII].
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] Repeat the address one more time. I think that might be the issue.
[CUSTOMER][NEUTRAL] Um, well, the company that's already existing is [PII]. The company that was split off is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. That's exactly what's wrong. [PII]. You said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. And what's the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So that's what's going on, um.
[AGENT][NEUTRAL] Let me see how I can correct it. I mean, so.
[AGENT][NEUTRAL] Let me slow down. Our systems are
[AGENT][NEUTRAL] Linked together. So like if you were entering [PII] over here for zip code to to create your account, it's listed as the [PII] in our system. They need, we need to update this address for you. Um.
[AGENT][POSITIVE] The quickest way
[CUSTOMER][NEGATIVE] But I don't even think I got, I didn't even get that far. I entered the account number only and my email.
[AGENT][NEUTRAL] What account number? Hold on, hold on.
[CUSTOMER][NEUTRAL] And my phone number.
[CUSTOMER][NEUTRAL] The one that they gave me, I got an email from my broker and they gave me [PII].
[AGENT][NEUTRAL] OK, wait a minute. So when you're logging on to the uh to sign up for a group, it doesn't ask for an account number, so I'm trying to make sure I'm where you are. So like when you go to the online service center, we can do it together if you like. Um, step one, you're just selecting that you're an employer, and then step 2 is where it starts asking for your group number, your zip code, all of that. Uh, does that sound like what you filled out or was did it look different?
[CUSTOMER][NEUTRAL] Let me go back to trying to figure this out, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it may have asked for the zip code. Um, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I got
[AGENT][NEUTRAL] But if it's asking for an account number, did you put a provider or individual because for group it's gonna ask you for your group number. Oh, that's what you're saying, it might have say group instead of account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, so
[AGENT][NEUTRAL] But the error is because of the zip code. The zip code that we have in the system for the address needs to be updated and then you should have no problems.
[AGENT][NEUTRAL] So the easiest way to do that would be to email the character because it it has to be in writing for us to change it because it's a group policy. So, um, I'm going to give you the care team email and in the subject you can just put group address change and um put your group number and that this is, or, you know, our current address is blah blah blah blah blah, and then we can go ahead and change it for you, but that's what's happening because it
[CUSTOMER][NEUTRAL] Right. OK, that's
[AGENT][NEUTRAL] The online service center and our system is linked. So if you're putting one and we show a different one, it'll say there's no account found.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Sorry, my degree just fell on my lap on my computer.
[CUSTOMER][NEGATIVE] Oh, that's not good.
[AGENT][NEUTRAL] Let me.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, because I got an email from.
[CUSTOMER][NEUTRAL] I got an email from.
[CUSTOMER][NEUTRAL] APL saying that.
[CUSTOMER][NEUTRAL] So I was paying for the for the first few months I was paying them all together and then just splitting it up between the the two businesses, right? And then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I logged in and tried to pay.
[CUSTOMER][NEGATIVE] I guess probably last month I logged in and tried to pay them both and then the one was not.
[CUSTOMER][NEGATIVE] Available so I only was able to pay one business. So I sent a message to my broker saying, hey, they must have split it because I requested it, but nobody, nobody sent me any information that they split the, the companies, you know, split the account into the two companies and then I got an email saying.
[CUSTOMER][NEUTRAL] That I needed to create the the new one but then it wasn't going through so that's that's where we are so I am sending an uh an email now to all of them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Care team at [PII] and my broker.
[CUSTOMER][NEUTRAL] Um, and to let them know what's.
[CUSTOMER][NEGATIVE] What's going on and why I wasn't able to sign up and log in right? that's what you're saying because it has to be in writing so we can't even update this until I send it, right?
[AGENT][NEUTRAL] Right, and we just need the um the email to give the new address and then we can update it in the system and you should have no because everything else is like your phone number, your city, that city is different as well if you were entering the other one. So yeah, that's why it gave you that that error.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, because now I'm looking at, I'm looking at.
[CUSTOMER][NEUTRAL] The, the bill.
[CUSTOMER][NEGATIVE] From there has the wrong address.
[AGENT][NEUTRAL] Mhm. And I definitely apologize for that. They should have caught that when the two were split, so I, I apologize for that, um, but that is why you are receiving the error.
[CUSTOMER][NEUTRAL] OK alright so I'm sending an email right now.
[CUSTOMER][NEUTRAL] It's kind of messed up if you get an email saying that you have to pay but then you can't pay because you can't set up account because on your guys' end the address is wrong.
[CUSTOMER][NEUTRAL] You know what I'm saying?
[AGENT][POSITIVE] And I, yes, and I completely agree.
[CUSTOMER][NEGATIVE] So it's like kind of a little bit frustrating. I'm going in a circle here, you know.
[CUSTOMER][NEUTRAL] Um, OK, so I guess that's it. I just have to wait to hear back from somebody.
[CUSTOMER][NEUTRAL] Regarding the updating of that so that I can create the the log in in the account right?
[AGENT][NEUTRAL] Well, it's up to you. Um, I'm looking at the email now. I'm getting ready to pull it. um.
[AGENT][NEUTRAL] Um, let me move this to my inbox. Hold on one second.
[AGENT][POSITIVE] Well we just listed as an address. Yep, this is exactly it. OK, so I'm gonna um send this to one of the email representatives, um, and so that we can send this over urgent to customer service. It should be done within an hour or two.
[AGENT][NEUTRAL] It, it doesn't take long at all. Um, if you like, I can have for the representative, um, whoever is going to correct the address, it will be someone in customer service, have them give you a call just to let you know that it's done, so you don't have to kind of wonder when. Would you like that?
[CUSTOMER][NEUTRAL] Yeah, just send me a quick email and say hey it's updated then I'll then I'll set up the account and then you know I know that I think I owed for March and April so I'll just set up the account and make payment for both and then be done but.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yeah, I just need to know
[AGENT][NEUTRAL] When it's completed, so you can do what you need to do.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Well, I am sending this over right now and I will have um in the email I put for them to um send you an email to let you know that this is completed and um
[AGENT][NEUTRAL] Then you should be able to log on. That's the only thing that I saw that could be an issue because the everything else is like the phone number and I think it asks for your, did it ask for your email address? Hold on, yeah, the email on record.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm on um oh so I did pay.
[CUSTOMER][NEUTRAL] So the Westin is paid for April.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Um, what is that group's number? I can look for you.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, one second, that group.
[CUSTOMER][NEUTRAL] Number is.
[CUSTOMER][NEUTRAL] 26781
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] This is the only one?
[AGENT][POSITIVE] There's an April invoice that's still outstanding.
[CUSTOMER][NEUTRAL] OK, so I'm saying I have to submit the.
[AGENT][NEUTRAL] But that just
[CUSTOMER][NEUTRAL] I have to submit the invoice to get it to.
[AGENT][NEUTRAL] Oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] To pay, OK, got it.
[AGENT][NEUTRAL] Yes, in the online service center go to submit and then you'll see the payment where you can.
[AGENT][NEUTRAL] In your details.
[CUSTOMER][NEGATIVE] OK, oh shit.
[CUSTOMER][NEUTRAL] OK. Can you, can I cancel that?
[AGENT][NEUTRAL] Cancel what? What, what happened?
[CUSTOMER][NEUTRAL] Can you cancel the payment I just made?
[CUSTOMER][NEUTRAL] Because yeah.
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] It's the other, it's the other bank account. I need to change the bank account here.
[AGENT][NEUTRAL] I can't do anything with the payments, but I can get a group billing rep on the line to help us.
[AGENT][NEUTRAL] You just, you just made a payment on there?
[CUSTOMER][NEUTRAL] Yeah, cause since we split it since.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I want to since we split.
[CUSTOMER][NEUTRAL] The company that had the other uh.
[CUSTOMER][NEUTRAL] I have the other check checking account on there.
[CUSTOMER][NEUTRAL] So I'm changing it now but I didn't realize it was the other account.
[AGENT][NEUTRAL] The other one, OK.
[CUSTOMER][NEUTRAL] Alright well I updated it on my end but.
[AGENT][NEUTRAL] OK, so, um, I'm, I've already sent it over. I sent it over urgent and they're going to, well, wait a minute, so did you need to speak with your billing?
[AGENT][NEUTRAL] To help you with the payment you just made.
[CUSTOMER][NEUTRAL] Well, I was just
[CUSTOMER][NEGATIVE] I was hoping that I could cancel that and then charge it to the charge it to the new account that I put in but I guess.
[CUSTOMER][NEUTRAL] I guess that sounds like a whole another process.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there we go, so I sent over.
[AGENT][POSITIVE] And it's urgent. OK, good.
[AGENT][NEUTRAL] OK, so are you OK with the payment or you do need them?
[CUSTOMER][NEUTRAL] That's fine. I'll just, I'll just internally do a.
[AGENT][POSITIVE] You sure, because I don't, I can get them for you if you need it.
[CUSTOMER][NEUTRAL] I'll just do a swap internally that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, all right.
[AGENT][NEUTRAL] All right. So the um email I received, I have it and I sent it over um to customer service urgently. So um as soon as that's done, they'll go ahead and email you um that it has been completed and then you'll know you can go and try to um
[AGENT][NEUTRAL] Create your 2nd account for the for the 2nd business.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Again, I apologize for all of that inconvenience, um, but I'm glad that we were able to settle it for you. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Mm, I don't think so. I'm all set. Thank you.
[AGENT][POSITIVE] You're welcome. Well thanks for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.