AccountId: 011433970860
ContactId: ae07ffe0-7e33-4b90-9193-0d025619b24c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 826200 ms
Total Talk Time (AGENT): 312412 ms
Total Talk Time (CUSTOMER): 356411 ms
Interruptions: 16
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/ae07ffe0-7e33-4b90-9193-0d025619b24c_20250618T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um hi, [PII]. This is [PII] in the Midland claims department. Um, I have a caller on the line. Um, she said that she's calling for the group and I have the group number here. I tried to get an individual policy, yeah, the po the group number is 19146.
[AGENT][NEUTRAL] What's that number?
[AGENT][NEUTRAL] And you said you're trying to get an individual policy is, is it she calling for herself or the group?
[CUSTOMER][NEUTRAL] She's calling for the group.
[AGENT][NEUTRAL] Oh, OK, and I apologize, what did you say her name was?
[CUSTOMER][NEUTRAL] Her name is [PII] and her callback number is the one that's in the system.
[AGENT][NEUTRAL] [PII], really? That's crazy.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, well, uh, yeah, well, the number is [PII]. I thought you could see the number.
[AGENT][NEUTRAL] Oh, well, the phone number I have is [PII]. That just seems so.
[AGENT][NEUTRAL] I see the one that's in the like the system like she called from but that's so weird.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you know what she's calling about?
[CUSTOMER][NEUTRAL] She said that she's having issues with logging into the website and she needs assistance with um setting up I guess her information on the website and making a payment. I believe that's what she was trying to do.
[AGENT][POSITIVE] Alright, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] OK. Here she is. Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in the billing department. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well I understand you're having trouble with the online service center.
[CUSTOMER][NEGATIVE] Yeah, used to be um the log in was like my first initial last name and now it's asking for email and I put in group number and it says cannot verify or something so um.
[AGENT][NEUTRAL] Yes ma'am, we've launched a new online service center so in order to access it you just have to reregister. So if you just go to uh new ser um not new it's online, oh my gosh, created an online service center account.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, so I tried to do that yesterday.
[AGENT][NEUTRAL] Then
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I went to group
[CUSTOMER][NEUTRAL] Um, next.
[AGENT][NEUTRAL] So the thing is the number will have to match and I'm not 100% sure that what I have is accurate because it just seems so easy. Do you know what the number would be that we have um on file for you or [PII]?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] When you say number, you mean like uh phone number?
[AGENT][NEUTRAL] No number, I apologize.
[CUSTOMER][NEUTRAL] OK, that's OK. Um.
[CUSTOMER][NEUTRAL] I'm not really sure what numbers there that could be.
[AGENT][NEUTRAL] Well, it's uh
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Because I think the broker set it up that's probably why so it's either [PII].
[AGENT][POSITIVE] So that's accurate. That's the craziest number. I've never seen a [PII]. Yes, ma'am. So that's gonna be the one that you wanna put in there.
[CUSTOMER][NEUTRAL] Or it's.
[CUSTOMER][NEUTRAL] Is that, is that the number? OK.
[CUSTOMER][POSITIVE] Yeah, it's funny because people, people call and I give that number they're like, OK [PII], really? OK, so I'm like it's really.
[CUSTOMER][NEUTRAL] It's, it's, it's the right one. OK, let me, let me see if I can get through here.
[AGENT][NEUTRAL] The only thing that would have made that any better if it was [PII].
[AGENT][NEUTRAL] Because it starts at 7.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, OK, so it still won't let me in. Let's see.
[AGENT][NEUTRAL] When you um fill out the information you only wanna do the ones with the asterisks don't put anything else in there. I don't honestly remember if the phone number has an asterisk next to it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, Ais does not has my email, so let me see, let me read.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Take out some stuff.
[CUSTOMER][NEUTRAL] OK, we got past that, so sending me a verification code.
[AGENT][POSITIVE] Fantastic.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So when it asks you for that code you wanna hit verify code prior to putting in a password after you get it.
[CUSTOMER][NEUTRAL] Yes, OK, let's see here it is.
[AGENT][NEGATIVE] Some people are filling in the whole thing and then clicking verify code and it's not working so.
[CUSTOMER][NEUTRAL] Oh, OK, verify code.
[CUSTOMER][NEGATIVE] Oh God, another password in my life. Oh jeez.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand that pain.
[CUSTOMER][NEUTRAL] It's like they, they say don't write them down, but it's like I have to have a book because I have so many, there's so many.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Different ones.
[CUSTOMER][NEUTRAL] Let's see if this works.
[CUSTOMER][NEUTRAL] OK, I think my.
[CUSTOMER][NEGATIVE] My, my earpad, my, my ear my earpod pod just died. Let's see here.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, display name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What does that mean, display my name?
[AGENT][POSITIVE] Just, yeah, it'll just be whatever you want it, it's not gonna affect anything, just be whatever you want it to appear.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. My given name, OK.
[CUSTOMER][NEGATIVE] No, and I don't like to save them because then I'll never remember them if I need them somewhere else.
[CUSTOMER][POSITIVE] I have to try to get it in my brain to memorize it. OK, perfect.
[CUSTOMER][NEUTRAL] All right. So we should be able to get in.
[AGENT][NEUTRAL] So once you're on there you'll have a, yes ma'am you'll have a dashboard on your left hand side and if you click on my group it will open up the page that has your invoicing so there'll be a tab that says invoicing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And from there you can do it's exactly like the old one and that you would adjust it any way you need to and then you'll wanna submit and they'll give you the options uh of payment. It doesn't look like you guys had ACH set up, you know, the bank information set up uh before, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, we don't. Yeah, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if you're wanting to do an ACH then it will, yeah.
[CUSTOMER][NEUTRAL] Yeah, now are we able to.
[CUSTOMER][NEUTRAL] OK, are we able to um.
[CUSTOMER][NEUTRAL] Are we able to.
[CUSTOMER][NEUTRAL] Add and terminate employees.
[AGENT][POSITIVE] Absolutely yes ma'am. I tell you what let me send you over a user guide that will tell you um how to do all the things so let's see here.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] It'll just show you where everything is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, cool. Let's see.
[CUSTOMER][NEUTRAL] I don't know I just
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, let's get that attached.
[AGENT][NEUTRAL] 4 groups, oops.
[AGENT][NEUTRAL] Alright, OK, yes, so any adjustments can be made, terminations.
[CUSTOMER][POSITIVE] Oh this is nice. You can download ID cards, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Due to scheduled maintenance, the ability to download your invoices unavailable.
[AGENT][POSITIVE] Oh yes, I do apologize. That is something they're working on and I can send you um a copy for now. I apologize that's something since the launch they're having to fix.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1946.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] All right, that's funny. OK.
[AGENT][POSITIVE] So sorry about that. OK, is it just the the June invoice that you would like?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] I was clicking too fast and I clicked away from my window.
[CUSTOMER][POSITIVE] No, it's OK so I got your user, the using guide, thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, let me just make sure that's what it is before I send.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] [PII], yes ma'am. Alright, I have that coming your way.
[CUSTOMER][POSITIVE] OK, perfect. I appreciate your help.
[AGENT][POSITIVE] Absolutely. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] Um, and I do have one more question. I, I just thought of it. So how far back do you guys go with credits?
[AGENT][NEUTRAL] If you're needing to terminate someone that hadn't been terminated, it's 30, it's uh not 30 I apologize, it's 90 days, 3 months, 90 days.
[CUSTOMER][NEUTRAL] OK, so it's not an employee, so it act I'm sorry, it is an employee, but what happened was, and this is like it's actually on me it's from um.
[CUSTOMER][NEUTRAL] I know it could be a year or two ago and I had asked to work on a credit and it never got done. um, it was I had switched from the 5000 back down to the 1500, but I can continued to pay for the $5000 because we were having a billing issue because it was during our open enrollment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEGATIVE] We never got that money back.
[AGENT][NEUTRAL] Now when you said you requested did you kind of us.
[CUSTOMER][NEUTRAL] So if I'm able to send like backup, mhm. Yeah, I requested um I think it was, was it [PII] that used to, I don't know if she's still there.
[AGENT][POSITIVE] Absolutely send over.
[AGENT][NEUTRAL] Very possibly, yes, ma'am.
[CUSTOMER][NEUTRAL] Um, was that her name? Yeah, um, I think she was working on it and then she'd sent it over to somebody else. I can't remember who that was and then nothing ever happened and then I got busy and
[CUSTOMER][NEUTRAL] And think about it and now I'm just looking at this I'm looking at the whole new website here and I'm like oh.
[CUSTOMER][NEUTRAL] Um, I wonder if that's something.
[AGENT][NEGATIVE] Yes ma'am, just absolutely send us that, that email from before and say, hey, I've never got this credit um send it over to uh [PII] and um just pretty much say hey, I never got this credit. I need to, and is it still that way now? Is it still how it should not be?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's, it's everything's fixed now. I just need the um.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] The money, yeah, the, the, the difference I guess on between the 1500 and the 5000, so, um.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Absolutely understand if you could put those dates in there, say, you know, I requested it to start on this month and it whatever whatever month you started that would be great and then um we can get that in there we can get that fixed.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK.
[CUSTOMER][POSITIVE] OK, that would be wonderful, right.
[AGENT][NEGATIVE] Normally if if it wasn't something that you had notified us of it would be a a 90 day thing but since you notified us and it was just never done that can still be done absolutely.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect. All right. I got this bill. Thank you very or the, the statement. Thank you very much. I appreciate your help.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] And um oh this is good. It has the group number on here. OK.
[CUSTOMER][NEUTRAL] The old bills never had the group number.
[AGENT][NEUTRAL] Oh no, really? I should have.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah it was it was weird it had an invoice number but no group number on that but it's all good we're moving forward.
[AGENT][NEUTRAL] Huh, well, I'm glad they got that curse.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. I actually had to give her the group number off my card, so um when I called in, so.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] All right. Well, if there's nothing else I can help you with, I hope you have a great. Thank you. Thanks for calling ATL.
[CUSTOMER][POSITIVE] So, but it's all good. All right. Thank you, [PII].
[CUSTOMER][POSITIVE] Have a great rest of your day.
[AGENT][POSITIVE] Thanks you as well. Bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.