AccountId: 011433970860
ContactId: 9d0c4d8d-22f4-4076-892c-158ff29ae4e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 621380 ms
Total Talk Time (AGENT): 328323 ms
Total Talk Time (CUSTOMER): 326710 ms
Interruptions: 9
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/9d0c4d8d-22f4-4076-892c-158ff29ae4e1_20250604T16:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I just recently set up our OSC portal and I like the credentials and everything like that and everything looks good it's, it's cool and stuff like that. It seems pretty centralized with all this information, but the only thing I'm, I seem to be missing or I guess not, I don't know where to go for it is like where I could like pay the invoices for each month on our different policies that we have on our portal and then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, also, I don't know if you remember, but on the old one you could kind of go to each policy and you could, you could, uh, request the invoice you could submit the invoice and you could pay the bill, and then you could also even like get this drop down of all the employees on the plan and then you could even go in and say like somebody called in to me at the end of May or end of June this this month and says hey I'm done with my policy I don't wanna pay for it anymore and then I could just turn them off manually um is that stuff that's still available or is that all changed?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, should be available. Let me see if I've got a user guide because I haven't had time to play with it myself, so bear with me just a second.
[AGENT][NEUTRAL] You're talking about the are you talking about the broker level or the group level?
[CUSTOMER][NEUTRAL] I, I know, I went out with.
[CUSTOMER][NEUTRAL] Uh, honestly, I guess it was at the group level, um, but, but I, when I was trying to log in each one of my groups and I was putting in the policy number and everything like that, nothing was coming up, but then when I set up the, um, the broker credentials on the OSC portal, then all my policies are here and everything like that and I could see commissions and everything so I just, I didn't understand what was going on per se.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So are you talking about from your view being able to see your groups and the billing or are you asking from the for a group contact to be able to see it?
[AGENT][NEUTRAL] You're, you're talking about you, so you click on groups and you can see your groups on the on your what's your dashboard say or you have it open?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm on the I'm on the portal right now, so I see.
[AGENT][NEUTRAL] OK, OK, so when you click on groups, what does it show? Like when you click on groups does it have your groups in there?
[CUSTOMER][NEUTRAL] Those, yes ma'am, all 5 of our policies that we have, yes ma'am.
[AGENT][NEUTRAL] OK, let's see. OK, the grant access and use the search field to locate and allow. OK, got that. Let's see. After making this selection that's something I don't wanna add either. I'm asking about. Hold on a second.
[CUSTOMER][NEUTRAL] All 5 groups with their different policies sorry.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] If there's a trying to see if there's a screenshot for viewing your groups.
[AGENT][NEUTRAL] Oh, OK, I see you studying.
[CUSTOMER][NEUTRAL] I, I heard that they just pulled it out on y'all, you know, not the people that even did the update, they're not they're the ones answering the calls and, and kind of troubleshooting stuff, so it's kind of like all.
[AGENT][NEUTRAL] Yeah, we're having a child.
[AGENT][NEUTRAL] It's kind of crazy. So when you click on group, when you click on group, what do you see? Because I don't have all, I can't see all the screens. So when you click on groups, you see your groups and then did you click into the group or is there like a search bar? I'm just trying to see what's on your screen.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, so like when I click on the group, it gives me all the group details. It says AOSPEO FedEx policy number 24907, which is not the policy number we had previously. It was actually 25054. 0 no, that's for our PEO one. This is for FedEx. That is correct. I, I misspoke, um, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. You're fine. No, you're fine.
[CUSTOMER][NEUTRAL] It, it shows me the group details.
[AGENT][NEUTRAL] And does it have a tab for the voice invoices or anything?
[AGENT][NEUTRAL] Within that,
[CUSTOMER][NEUTRAL] Yeah it does. So like I, I click on invoicing and then basically um it'll give me an invoice number right? and it'll say for 61 bill date and I'll click on that invoice number because it's like a hyperlink basically and then when I click on it it says contact customer service.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] OK, I think that function hasn't been activated yet. I asked about that on Monday, so it must still not be active to where you can actually see the billing statement just yet, um, so I need to follow up with that with our IT team to see if there's an ETA on that because I asked about that on Monday because I think someone at the group le[PII] said that they could see the invoice but they couldn't download it but you can't even see it so you're going to it and you can't even get to the bill correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, and I, it doesn't need, I don't even think it gives me an option to pay it from here either, um, with.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK, pay it, pay or download so you can't see the bill or option to pay the bill.
[AGENT][NEUTRAL] OK, what else are you not seeing? What else were you trying to do that you couldn't do?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So like uh like what I was saying we like I could like click on the employees on the plan and it would give me a drop down and give me like 20 pages um with all the employees from last name um first and last name and then I could go in there and kind of like term them for the date that they should be termed out with a reason and I just I don't have that either um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So when you click into the group, does it give you the list of employees? Does it, does it show you all enrolled because there's, there is a screen that's supposed to show. OK, OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it does, it does show everybody who's on I just I don't have that ability to like term at will I guess.
[AGENT][NEUTRAL] And, OK.
[AGENT][NEUTRAL] So I
[AGENT][NEUTRAL] OK, so at the very top of that page when you're on the list screen, is there any buttons up above that that say anything about.
[AGENT][NEUTRAL] Excuse me, somebody screen shared with me, I don't know, I think it was Monday, and there was another, they were labeled differently, but there were some buttons up above at the top that said like, delete or something. Do you see anything like that? Up above the list anywhere?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yeah, let me see it's it's just, it's not even loading in so give me.
[CUSTOMER][NEUTRAL] Oh, I see. A new employee. Let me see if I can click like if I actually click on the employee's profile to see if that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEGATIVE] At Disney, I should have probably played around with it a little bit more like.
[AGENT][NEUTRAL] No, you're fine. You're fine, you're fine. I don't, you're fine. I also have an email from you that I'm working on, so it's funny that you called as I'm working on updating the last name, um, for [PII].
[CUSTOMER][POSITIVE] Hilarious. Yeah, yeah, that's awesome. Wow, y'all are, y'all, uh, y'all, that was kind of serendipitous actually. Do y'all have a lot of people kind of department or is it just like a handful of y'all?
[AGENT][NEUTRAL] I'm working, I'm working on that.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Um, there's about 7 or 8 of us. They're, they're filtering the broker's side of the calls and then the group, then our customer service and all them are hand they have a lot more people over there handling all the other troubleshooting for like the insureds and the um group billing and things like that.
[CUSTOMER][NEUTRAL] Got you, man. Y'all seem a little, little bit overwhelmed though, I guess, man, just 7 or 8 of y'all, man.
[AGENT][NEUTRAL] We do have a lot, yeah, we're trying to, I think we figured this first week's probably gonna be the roughest, you know, just trying to get everybody. The biggest part is just people trying to get in we've had problems with that, but I think it's just because they're making sure that they're using the right email address and things like that.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Got
[CUSTOMER][NEUTRAL] So I actually do see remove insured, but I don't see like where I could like just like terminate one of the policies, but maybe maybe like let me go to.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, so I just see like remove and should, should I click on it or will it automatically remove?
[AGENT][NEUTRAL] Click on it, just, just click, no, click on it because I think it'll ask you a question.
[CUSTOMER][POSITIVE] OK, OK, it gives you like a call.
[AGENT][NEUTRAL] There should be a drop down.
[CUSTOMER][NEUTRAL] Date change and then next I mean I, I wanna go to next step but like because I wanna see if it'll be like which policy do you want to terminate but it looks like you just terminate the entire individual um which is fine which is great.
[AGENT][NEUTRAL] No it shouldn't it so what is, so when you click on it, what does it say?
[AGENT][NEGATIVE] When you first click on it, whatever.
[CUSTOMER][NEUTRAL] So it was just like
[CUSTOMER][NEUTRAL] Qualifying events, um, for change if an enrollment platform was used for this group, please use that platform to make any changes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So I guess, I mean,
[AGENT][NEUTRAL] Do you have somebody that, do you have someone you need to term?
[CUSTOMER][NEUTRAL] Would it, would it, would it?
[CUSTOMER][NEUTRAL] No, not actually, yeah, I do. Yeah, I do. You know what? I do have somebody, mister.
[AGENT][NEUTRAL] OK, let's play with that one.
[CUSTOMER][POSITIVE] Yeah, no, it's a great idea. Let me get a dashboard.
[CUSTOMER][POSITIVE] So good
[CUSTOMER][NEUTRAL] Fidal.
[CUSTOMER][NEUTRAL] He's Mr. Mr. [PII]. I terminate Mr. [PII]
[CUSTOMER][POSITIVE] And you must have incredible patience dealing with this kind of stuff, man. People like
[AGENT][NEUTRAL] Well, you know, whenever, when you roll out something new, it's always expected that people, you know, it's a learning curve for all of us, but, you know, I think that, like I said, I think this first week, maybe into next week will be a little rough until everybody gets used to it. Any changes are always kind of hard on everybody, but hopefully it'll be for the better once we get everybody, you know, up to speed on everything, including us, just trying to get up to speed on everything too.
[CUSTOMER][POSITIVE] No, abs absolutely you're so right. OK, so I'm gonna terminate him for that date.
[CUSTOMER][NEUTRAL] Yeah, and I guess it just allows me to delete him entirely with all those policies attached I guess it doesn't allow me to terminate like a single policy instead of all of them, um, do you, do you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, that's good to know. So you let me confirm. I'm gonna go back to our IT team so you're not seeing the ability to term like an accident policy and leave everything else.
[AGENT][NEUTRAL] Which is he, is he wanting to, OK.
[CUSTOMER][NEUTRAL] Yes, correct. Like they have a short term disability and a group action. I just wanna take that group action. I don't have that ability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so you don't have it to break. OK, you cannot term byproduct. It does the whole gamut, OK.
[AGENT][NEUTRAL] OK, I'm going, I will get back with you on that. I'm gonna report that to our team, so you're able to, so we have the billing issue. I need to confirm that because you can't foreseeing and paying and then, um, you found out you can add, but the term part we need to see if you can turn by product and not by the person because that's taking everything out so I will send that over to our IT team and see if they're if they can come back and give us some answers on that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] And I will get back with you. I will probably email you if that's OK. I've got your email address, um, does that work? OK, OK, yeah, well thank you for going through that with me. Yeah, thank you. Was there anything else?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that works.
[CUSTOMER][POSITIVE] Thank you so much for your time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No ma'am, that's all you take care.
[AGENT][POSITIVE] OK. You too. Have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you. Bye.