AccountId: 011433970860
ContactId: a0936633-8d37-4408-b4fe-7f7793849f83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374709 ms
Total Talk Time (AGENT): 199787 ms
Total Talk Time (CUSTOMER): 208198 ms
Interruptions: 9
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a0936633-8d37-4408-b4fe-7f7793849f83_20250624T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I was calling um from the employer we're supposed to have an APL account where we can sign in and pay our bill and for some reason it looks a little bit different when I went on this month to um go into our account to look at the invoice and pay it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And so I'm just wondering what to do on that because we have a user name but now it's asking me for an email.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, OK, so first of all I do apologize for the confusion uh so as of just a couple of weeks ago our website did undergo quite a big change and with that change all users uh are now having to create new accounts so you would go in as a new user of course select group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then, uh, also only fill out the fields that have an asterisk, uh, that people have been having errors otherwise, um, so it would just be the group number and then the email address that we've got on file for the group and then, uh, everything else you, you know, it will still be there the same, uh, things you were able to do before just have to re-register essentially.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, um, and so just fill out the required fields like you mentioned, um, on the group number, would I be able to get that off of my personal gap card for our group?
[AGENT][NEUTRAL] Uh, yeah, if you want me to verify that I can, sure, um, if you wanna give me that group number I can pull it up and just make sure that's what it is.
[CUSTOMER][NEUTRAL] I don't know if I know it by heart.
[CUSTOMER][NEUTRAL] Yeah, if you don't mind.
[CUSTOMER][NEUTRAL] OK, yeah, alright, give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Check it here that way maybe I don't have to call around and figure out from a bunch of people um alright so the group number on my card is 26,740.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK thank you one moment and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My name is [PII], last name [PII]
[AGENT][POSITIVE] OK thank you
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it uh Raven County Corporation?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And do you happen to see, so myself and the accountant work on all the insurance together, so the email on record, I think it's my email. I don't know if it shows up on your end or not. My email would be [PII] or it may be under [PII] that says in [PII]. OK, alright, so it's mine. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is exactly what we've got.
[AGENT][NEUTRAL] No, we've got yours definitely and now I will say this as well um if you were wanting to create an account for your individual policy as well, [PII] that uh email address would have to be different, uh, so you're not able to use the same email uh for multiple logins. So did you want me to go ahead and get your policy pulled up to see if we've got that one on file for yours as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, uh-huh.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] You can. I think that I, OK, yeah, I think that I have one set up. I think I did it with my personal email because of what you're saying there, um.
[AGENT][NEUTRAL] So so we can go ahead and change that.
[AGENT][NEUTRAL] If you go ahead and just double check. Let me, let me take a look. Give me just a moment. Might as well while we're already here.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, no, so for your individual policy I have the exact same email so we would have to change that if you wanted to set up a personal one as well.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, um, could I for right now, could I go in through here to do the group account to get on there to look at the invoice and then could I set up my personal one later?
[AGENT][POSITIVE] Oh yeah, definitely.
[AGENT][NEUTRAL] Yes, no, but the thing is.
[CUSTOMER][NEUTRAL] OK, so if I put my work email right now, it won't flag it?
[AGENT][NEUTRAL] No, it, uh, um, so if you set up the group with this email address, it will work perfectly fine. However, if you try setting up yours after since we have that same email address on file, it would not allow you to. So if you wanted to, we would have to change your email address first for your individual policy.
[CUSTOMER][NEUTRAL] No, OK, so if you, uh huh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Oh OK I got you. Do, does it show on your end, this is a dumb question I know does it show on your end that it looks like I have a personal account already pulled up like I created one previously?
[AGENT][NEUTRAL] So even if you did unfortunately after this change you would have had to have created a new one within the past couple of weeks, yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You have to do it then, got you. OK, makes sense. So is that something that you do we need to do that? Do I need to do my personal account kind of through you first before I do this group account?
[AGENT][NEUTRAL] Yeah I can go ahead and well it's just for if you wanted to set up your own individually after the group like I can go ahead and change the email to maybe your personal email one that's not affiliated with the group.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, OK, on, on just my individual on your side and then I can go in and create mine with that same email?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, yeah, perfect, yeah, I can give you my personal email real quick.
[AGENT][POSITIVE] OK, yeah, I'm ready when you are.
[CUSTOMER][NEUTRAL] Um, OK, so it's gonna be [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK awesome alright I will go ahead and get that changed for you just so you don't have to worry about that when going to set up yours um did you have any other questions for me?
[CUSTOMER][POSITIVE] Perfect. And so I'll do it very similar. I'll do my individual very similar to this group account just otherwise I would just choose individual and I would just go in and put in that my personal email and I can set up my personal from there, OK, and then my only other question, go ahead.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely and just general.
[AGENT][NEUTRAL] I'm sorry, but just so that you are aware, um, just to avoid any possible errors again, only fill out those fields that have the asterisk, leave the other ones completely blank.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect and then my only other question was gonna be going back to the group account um would it be possible like will it flag me if I end up putting like the same password that we previously had like will I need to change what we were logging in as OK, so it could be set up the same thing?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, no, no, the password should be perfectly fine, absolutely.
[CUSTOMER][POSITIVE] OK, alright, OK, alright, well that sounds good. I will continue through here and hopefully get it set up.
[AGENT][POSITIVE] Sounds good. I'm so sorry about all of the confusion if you have any other questions feel free to give us a call right back.
[CUSTOMER][POSITIVE] OK, perfect, no problem. I appreciate it.
[AGENT][POSITIVE] Alright, thanks [PII] bye bye.
[CUSTOMER][POSITIVE] Alright thank you bye bye.