AccountId: 011433970860
ContactId: 9804c349-9dc8-44da-9cdd-7b472e90a408
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344549 ms
Total Talk Time (AGENT): 127259 ms
Total Talk Time (CUSTOMER): 165459 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/9804c349-9dc8-44da-9cdd-7b472e90a408_20250304T20:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um, I have an invoice here and I'm wondering if there's a way that I can pay this, um.
[CUSTOMER][NEUTRAL] Online.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, you can make payments online. Um, have you already registered the group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I haven't done anything. As a matter of fact, I think, um, I didn't even remember this is a new.
[CUSTOMER][NEUTRAL] Policy for us so I.
[CUSTOMER][NEUTRAL] Didn't even remember about this thing until I just put it on my desk. I was like, oh God.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I gotta pay this, like, immediately.
[AGENT][NEUTRAL] OK, yeah, I understand.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] What do I do? Where do I go?
[AGENT][NEUTRAL] OK, go ahead, um, let me have your name and a callback number just in case we get disconnected and after that I'm gonna need the group number, OK?
[CUSTOMER][NEUTRAL] OK, yeah, I have that. All right. So my name is [PII]. It's spelled [PII]
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And what is the group number?
[CUSTOMER][NEUTRAL] The group number is 26862.
[AGENT][NEUTRAL] All right, and I'm gonna need the name of the group and the mailing address for verification.
[CUSTOMER][NEUTRAL] OK, the name of the group is Florida Wellness and Rehabilitation Center.
[CUSTOMER][NEUTRAL] And the address is [PII]. Oh, it doesn't have a North, it's supposed to have a North. [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And if we need to make any adjustments to the address, um, you need to send this in writing. So if you can send us an email, we can go ahead and take care of updating that address if we need to do that, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and the email is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] At
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] A [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK. All right. So, um,
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Now, to register online, you can go ahead and go to our website at [PII].
[CUSTOMER][NEUTRAL] A in public.
[CUSTOMER][NEUTRAL] [PII]. OK, let me do that again.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm there.
[AGENT][NEUTRAL] OK, go ahead and click on sign in.
[CUSTOMER][NEUTRAL] Sign in, yes, on the right there it is OK, new user.
[AGENT][NEUTRAL] OK, new user, yes. Mhm.
[CUSTOMER][NEUTRAL] So I'm an employer or a group who offers APL product to my employees or members OK there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And then good number OK, here we go.
[CUSTOMER][NEUTRAL] 26.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The code and then I can um.
[CUSTOMER][NEUTRAL] Hopefully put it on auto pay, so I don't have to.
[AGENT][NEUTRAL] It doesn't have that option. It doesn't have auto pay. Um, the reason for that is because the groups can change at any moment either because um you have one more employer one more employee or one less employee, so we don't have anything auto, but you can initiate it every month like this electronically.
[CUSTOMER][NEUTRAL] Deal with it.
[AGENT][NEUTRAL] When you receive your invoice. Mhm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK 46.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, thanks verification has been sent.
[CUSTOMER][NEUTRAL] Well, it's very specific. I put the wrong, I put my personal cell phone number at first and, and it.
[CUSTOMER][NEGATIVE] They didn't find me as a user.
[AGENT][NEUTRAL] No, no, it has to be, yeah, the company phone number, yeah, it's, it's really specific on what we have. It goes by what we have on our system.
[CUSTOMER][NEUTRAL] And then I had to put the company name, the company phone number actually.
[CUSTOMER][NEUTRAL] And then it's um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, it is. Alright, so they sent me a verification code.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Oh wow, that's a long verification code.
[CUSTOMER][NEUTRAL] Oh, I need a cup.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Alright, let me paste that back on.
[CUSTOMER][NEUTRAL] And see if it works.
[CUSTOMER][NEUTRAL] It worked so now it's just telling me to set up my account. Alright, I can go through this once I set it up, can I pay direct on there or do I?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I will be able to? OK, great.
[AGENT][NEUTRAL] Yeah, you can pay there. Yes, yes, you just go to your invoices and then you're gonna click on open invoice and then submit invoice and that's how you make a payment.
[CUSTOMER][NEUTRAL] OK, and I have to do that every month, go on the website itself and pay it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][NEUTRAL] Uh. You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, I'm good for now I think um username and password I just create something myself, right? Yeah, OK, alright, good deal thank you have a great one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][POSITIVE] You're welcome. You too, and thank you for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Thank you. Bye-bye.