AccountId: 011433970860
ContactId: a226692d-8f73-41e8-98ef-6155e2136132
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261559 ms
Total Talk Time (AGENT): 82453 ms
Total Talk Time (CUSTOMER): 102148 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/a226692d-8f73-41e8-98ef-6155e2136132_20250414T16:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I was trying to set myself up on the website, yeah, as a new user, and it's saying I, I don't exist, so, um, I'm just wondering if you could help me.
[AGENT][NEUTRAL] OK, uh, sure, I can help you with the website. Um, so do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] I had my group number um.
[CUSTOMER][NEUTRAL] There's so many trying to decipher what's what through all the various things I've got here.
[AGENT][NEUTRAL] Uh, should be a.
[AGENT][NEUTRAL] Policy certificate number?
[CUSTOMER][POSITIVE] That's a great question, um.
[AGENT][NEUTRAL] Um, or I can look it up by your social or last name.
[CUSTOMER][NEUTRAL] Um, go ahead and look it up, and my last name is [PII] and I'm the administrator, so I don't know if you need our.
[AGENT][NEUTRAL] OK, this is for a group.
[CUSTOMER][NEUTRAL] Company name that would be I have the group number.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, what's that group number?
[CUSTOMER][NEUTRAL] 80128.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, it looks like, let's see, um.
[AGENT][POSITIVE] Give me one moment, sorry about that.
[AGENT][NEUTRAL] OK, um, what is the address for your group?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Suite 117.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your um email address?
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][POSITIVE] And then a good contact number, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. Uh, looks like it's already set up. Um, I have a username.
[AGENT][NEUTRAL] Uh, [PII], so capital B and then E C K E R and then capital H Holdings. So just capitalize the B and the A, Becker Holdings.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK doke.
[CUSTOMER][POSITIVE] I can do that. OK, perfect.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] All right and then as far as.
[CUSTOMER][NEUTRAL] Invoices where.
[CUSTOMER][NEUTRAL] Do I go to that or is there some um.
[AGENT][NEUTRAL] Yeah, there should
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] There should be do you have a que a question on the invoice or you just wanting to access?
[CUSTOMER][NEUTRAL] Somewhere else.
[CUSTOMER][NEUTRAL] I just I haven't, I haven't.
[CUSTOMER][NEUTRAL] I I haven't seen one so just wanted to.
[CUSTOMER][NEUTRAL] Didn't know if there was one I know um.
[CUSTOMER][NEUTRAL] Just if it would be coming through this or coming in another way.
[AGENT][NEUTRAL] Yes, it should be on the um portal, um, and it'll be under my billing.
[CUSTOMER][NEUTRAL] OK, there's nothing there, so.
[AGENT][NEUTRAL] OK, yeah, it looks like so since the effective date was [PII], if you give it probably about another week, you should see something pop up on there.
[CUSTOMER][NEUTRAL] I guess just me.
[CUSTOMER][NEUTRAL] OK, and then is there a way to set up auto pay or ACH or something like that?
[AGENT][NEUTRAL] Yes, um, those will be some options once the invoice generates and then you'll be able to set up, um, you can pay uh through ACH.
[CUSTOMER][POSITIVE] OK perfect sounds good thank you much.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.