AccountId: 011433970860
ContactId: b69b0ce4-06a2-4a19-b406-678cfecc1aac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 597109 ms
Total Talk Time (AGENT): 161709 ms
Total Talk Time (CUSTOMER): 193306 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b69b0ce4-06a2-4a19-b406-678cfecc1aac_20250217T13:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII], and I am calling on behalf.
[CUSTOMER][NEUTRAL] Of Florida Pro Health Inc. um, we recently started, uh, a new policy with you, but we were, uh, we were, we did, we were part of APO before and uh I already have a user and a password.
[CUSTOMER][NEUTRAL] Um, however, when I log in there's no information. I'm not sure if it is because that user and password is linked to our previous enrollment.
[CUSTOMER][NEUTRAL] And it can be updated or if I need to create a new user and password uh for this uh new policy.
[AGENT][NEUTRAL] OK, yes ma'am, I can check that and it's possible you were issued a new group number but I will check that to see, um, and can you give me the name of the group again? I'm sorry.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, Florida Pro Health Inc. I have the group number.
[AGENT][NEUTRAL] OK, thank you. What is that?
[CUSTOMER][NEUTRAL] 26942
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Just pull up this your group number 269-42.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, will you verify the um address for the group?
[CUSTOMER][NEUTRAL] OK, the new address because we moved from the time that we were enrolled uh before to now we, we moved, so the, the new address is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and that.
[CUSTOMER][NEUTRAL] But I'm here online and I see that you have the old address, uh, at least under this user and password. It's the same contact information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the old address.
[AGENT][NEUTRAL] OK, I'm pulling up your online account um to see what that looks like.
[AGENT][NEUTRAL] Cause it could have the old information.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes, I, I believe it does.
[AGENT][NEUTRAL] OK, from what I see, it does have the new information. Um, do you mind verifying your email address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you. We do have that too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The only thing that is not covered on what I'm seeing is the address where when I go to group contact information, but when I go to the main page there's nothing there. I mean nothing is listed and I'm trying to pay the invoice and set it up automatic automatic payment but uh I don't see that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't see anything.
[AGENT][NEUTRAL] Let me see if it's um.
[AGENT][NEUTRAL] Available yet it should be, but let me check on that.
[AGENT][NEUTRAL] And did you set up a new account with a new group number?
[CUSTOMER][NEUTRAL] No, no, not yet. Uh, yeah, oh yeah, I'm assuming this is a new number. The broker sent me the information and actually, as a matter of fact, I have an email from someone saying to, uh, schedule, uh, a meeting to go over the account, but if we were, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] Um, part of APL before I didn't see the need to do that and perhaps that's why I don't have the information.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] On the online app.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, when I look at the online side of it, it is not showing that there is an account set up, um, so I'm thinking that it will need to be a new account set up, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, using the information for the new group number.
[CUSTOMER][NEUTRAL] OK, so I will just.
[CUSTOMER][NEUTRAL] Right, go, go by the link and then just set up the new account and see what happens.
[AGENT][NEUTRAL] OK, and I do not see the February bill yet but I will make sure it gets put out there for you.
[CUSTOMER][NEUTRAL] Oh, OK, because it says here, uh, invoice notice.
[AGENT][NEUTRAL] And I'm not sure if that's on the old account I'm just not sure because when I look at the new account, the new uh group number, it doesn't show that there is an account set up, um.
[AGENT][NEGATIVE] Like it doesn't show that you have set up an account to be able to view um the invoices.
[CUSTOMER][NEUTRAL] OK, so what, what I will do is just go, uh, go to the link and then, um, set up your new account. I have a link that says set up your new account.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, mm interesting. I thought I could use the previous uh.
[CUSTOMER][NEUTRAL] Information that the that the user and password and just transfer that group to the.
[AGENT][NEUTRAL] And it does not, um, no, ma'am.
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] OK, OK, and just go to that [PII] and you know sign in and then just like you're a new user and set it up with that group number 26942 um and I believe that will.
[CUSTOMER][NEUTRAL] I will do it.
[AGENT][POSITIVE] OK, yes ma'am, yes, and I will make sure that invoice is put out there. You are welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Can I do anything else for you, Ms. [PII]?
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much. You have a wonderful day, OK?
[AGENT][POSITIVE] Thank you. You too. Thank you and thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] For yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.