AccountId: 011433970860
ContactId: c57f429b-6bcb-49d8-b2a5-0c95c4eac920
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 873539 ms
Total Talk Time (AGENT): 201659 ms
Total Talk Time (CUSTOMER): 488541 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/c57f429b-6bcb-49d8-b2a5-0c95c4eac920_20250604T22:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, um, I wanna go ahead and pay the bill online or over the phone. I forget how I, uh, sometimes do it because today is already the [PII].
[AGENT][NEUTRAL] Hi there, um, I want.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] I'm trying to log in but I don't, I'm not sure if I already have uh an account.
[AGENT][NEUTRAL] Um, what's your group number?
[CUSTOMER][NEUTRAL] Uh, the group number is, um, let's see, I have the 24421.
[AGENT][NEUTRAL] Alright, and can I get your name, please?
[CUSTOMER][NEUTRAL] Yes, [PII], and I'm the chief operating officer.
[AGENT][NEUTRAL] All right. And is the number that you're calling from a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, the number that it shows is the main office number, but if you call back now, it will be going to the automated system. So my direct line on the same phone is a different number. I can give you that if you like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and could you please just verify the um address that we should have on file for you please?
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[AGENT][NEUTRAL] All right and um uh so are you on the website now?
[AGENT][NEUTRAL] The online service center.
[CUSTOMER][NEGATIVE] Yeah, and, and I, I show that I, yeah, I show that I paid it online. I'm just so tired today. uh when I go to log in it says email address so when I type in my email address, it says they can't find my account.
[AGENT][NEUTRAL] Yeah, because um we switched to um a new system so you'll have to go to where it says create an account and enter in your information you still enter in like the same your email address and everything but it just has to register in the new system so you still can use the same email address but just click where it says create a new account and I can uh walk you through it that it doesn't take very long.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Um, I, I did, I did that now. Now it says, am I, do I go into group or insured? I guess group because it's a group, right?
[AGENT][NEUTRAL] Yeah, so it's
[AGENT][NEUTRAL] Yeah, group
[CUSTOMER][NEUTRAL] OK, next. Oh, no wonder I'm not losing my mind. I'm like, gosh, I'm so crazy. I can't remember anything. OK. 24421. So I'm not, I'm not, I'm not crazy. Thank you so, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Like, I don't remember how I did this.
[CUSTOMER][NEUTRAL] Um, [PII]. Now it asks for a phone number, so do I put the office number that I'm talking to you from because I cannot receive a text on that number. So I should put that office number, right? OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's the number. Yeah, that's the number that you, that's the number that we have in the system, um, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Uh, [PII].
[CUSTOMER][NEUTRAL] like state.
[CUSTOMER][NEUTRAL] [PII]. OK, next.
[CUSTOMER][NEGATIVE] Created an error no user was found hm I said create an account.
[AGENT][NEUTRAL] Did you put, what did you put for the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And for the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's what we have for the phone number you put [PII].
[CUSTOMER][NEUTRAL] That's me.
[CUSTOMER][NEUTRAL] Oh, no, I put my direct line. OK, I'll do [PII] then. OK.
[CUSTOMER][NEUTRAL] All right, let me try that. I did put the main number. OK, that worked.
[CUSTOMER][NEUTRAL] So continue.
[CUSTOMER][NEUTRAL] OK, so now I have to do my email address.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Display name, so display name would be the company name?
[CUSTOMER][NEUTRAL] Or my name.
[AGENT][NEUTRAL] Display name.
[CUSTOMER][NEUTRAL] Yeah, it says, um, so I'm where it says verification is necessary. Please, um, OK, I guess it needs first, so I put my email send verification code. OK, hold on. Verification code was sent to my email. Let me do that.
[CUSTOMER][NEGATIVE] I should probably read the instructions better.
[CUSTOMER][NEUTRAL] Let's see, um.
[CUSTOMER][NEUTRAL] My goodness. You, uh, no, not in yet.
[CUSTOMER][NEUTRAL] I'm waiting for the verification code.
[CUSTOMER][NEGATIVE] Do do do do do do do go to junk, nope, did it go to.
[CUSTOMER][NEUTRAL] Other no focused. OK, there it is.
[CUSTOMER][NEUTRAL] Verification code, let me see if it takes copy and paste.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Change, um.
[AGENT][NEUTRAL] I don't have you enter a new password.
[CUSTOMER][NEUTRAL] Just change email. I don't wanna.
[AGENT][NEUTRAL] It should say change password, not email.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, it says change email. OK, change password. OK, continue.
[CUSTOMER][NEUTRAL] Let's see, hold on a second.
[CUSTOMER][NEUTRAL] It doesn't also doesn't let you see the password. Choose my own, so I have to make sure I don't make a typo. Mhm hm um.
[CUSTOMER][NEUTRAL] OK, allow it.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, you're fine, you're fine.
[CUSTOMER][POSITIVE] OK, I agree. I agree.
[CUSTOMER][POSITIVE] It's working.
[CUSTOMER][NEUTRAL] Your account has been created. Go to dashboard. OK, now log in.
[CUSTOMER][POSITIVE] Oh, I feel so much better now. Send verification code to my email. Go to that. Let's see what it says now.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Then the receive, speed it up. There it is.
[CUSTOMER][NEUTRAL] Verification code there, copy and paste.
[CUSTOMER][NEUTRAL] Um, let's see, excess products next.
[CUSTOMER][NEUTRAL] Uh, no, I don't need to do that, so I just wanna go pay the bills, so.
[AGENT][NEUTRAL] If you go back to your dashboard, um, you should see something that says invoices yeah do you see where it says invoice or invoicing or something like that?
[CUSTOMER][NEUTRAL] I'm there.
[CUSTOMER][NEUTRAL] Let's see, um.
[CUSTOMER][NEUTRAL] I'm looking like um.
[CUSTOMER][NEUTRAL] Here's the group contact is me.
[AGENT][NEUTRAL] Or you might, you might have to click on my group first.
[AGENT][NEUTRAL] It should be like a in the little box.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Right, let's see um.
[AGENT][NEUTRAL] It should be like highlighted in blue letters, it'll say my group and you click on that.
[CUSTOMER][NEUTRAL] OK, hold on a second.
[CUSTOMER][NEGATIVE] They locked me out so I said, oh, but now I'm back in again.
[CUSTOMER][NEUTRAL] So I am oh I OK you know what? it went, it threw me out and I just thought I had to log in again, but when I said log in without even it brought me back in and and then it took me to home and then there are the bills. So let me see now it says it says yeah home and then there's a thing that says billing so I went to billing.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] And then,
[CUSTOMER][NEUTRAL] Um, billing, OK, billing filter.
[CUSTOMER][NEUTRAL] Um, billing.
[CUSTOMER][NEGATIVE] Mm, no results.
[CUSTOMER][NEUTRAL] Return to dashboard.
[AGENT][NEUTRAL] You shouldn't have to go to billing filter it should like list your invoices like it should say open invoices, submitted invoices paid invoices.
[CUSTOMER][NEUTRAL] OK. So I'm a dashboard and then um below it says my group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then resource center manage users and help. So on my dashboard, I see.
[AGENT][NEUTRAL] Do you see, OK, where it says my group.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you click that?
[CUSTOMER][NEUTRAL] OK, I went to my, I did.
[CUSTOMER][NEUTRAL] And there's 2 products at the bottom.
[CUSTOMER][NEUTRAL] Metlinks and so Accidental and Metinx Group, my broker's name.
[CUSTOMER][NEUTRAL] Uh, group report.
[CUSTOMER][NEUTRAL] ID card, oh, invoicing. I had to change the tab. OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, now here,
[CUSTOMER][NEUTRAL] Please review and submit, OK.
[CUSTOMER][NEUTRAL] Uh, action required.
[CUSTOMER][NEUTRAL] Submit invoice. OK, so let me, I want to payment selection. Well.
[AGENT][POSITIVE] Yeah, as long as everything's correct.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, well I need to look at the invoice first.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Because it says unable to find the invoice you're looking for.
[AGENT][NEUTRAL] Where when it said.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] where it says please action required or whatever it should be there should an invoice number listed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you not see where it says open invoices, submitted invoices paid invoices?
[CUSTOMER][NEUTRAL] So let me see, let me go back again.
[CUSTOMER][NEUTRAL] OK, so I went back to my group and then I went to the tab, you know, I slid the tab over to invoicing and then something comes up that says due to schedule maintenance the ability to download your invoice is unavailable at this time for assistance please email and so it doesn't let me see the invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] What else does it say on that screen? because you shouldn't have to download it to pay it or to view it.
[AGENT][NEUTRAL] So when you click invoicing what else do you see?
[CUSTOMER][NEUTRAL] Because I, I do need to print it for my, my accounting record, OK, so when I do invoice.
[AGENT][NEUTRAL] I can send that to you.
[CUSTOMER][NEUTRAL] OK, yep, so when I do that, right, um, I went back, hold on a second, invoicing, OK, so first it says open invoices please review and submit invoice that's in pink with a triangle. Then below it says there's an invoice and there's it's in blue colors amount bill date, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, so where it says open invoice um you'll click on the invoice number.
[CUSTOMER][NEUTRAL] Um, bill date was [PII], so that's not the one. So let me go back one more. Hold on.
[CUSTOMER][NEUTRAL] Let me go back to it again.
[CUSTOMER][NEUTRAL] OK, right, so invoice and it's in blue so I should click on it, right? Because that's what I would think.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So I clicked on it.
[CUSTOMER][NEUTRAL] And, and then the top thing says action required after reviewing please submit the invoice to complete process and there's a blue bar that says submit invoice. I can do that if if it's gonna let me I can submit the payment but I still need to have a printout of what the invoice is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you see where it says
[AGENT][NEUTRAL] Yeah, I can send you I can send you the paper copy in the email since the download capability is not um available yet but if you look at where it says employee details and then it shows all your employees, you can verify that everything's correct there and you can still pay it and I'll send you your invoice right now to your email.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][POSITIVE] OK, I'm looking at that right now. Um, yeah, everything looks good.
[CUSTOMER][POSITIVE] So I'm going to then submit invoice ACH next today's date, perfect.
[CUSTOMER][NEUTRAL] Uh, that's the right bank account, submit.
[AGENT][NEUTRAL] 2
[CUSTOMER][NEGATIVE] OK. Uh, return.
[CUSTOMER][NEUTRAL] OK, uh, friends coupon.
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] I think your um feedback, your IT person is a dinosaur just like me.
[CUSTOMER][NEGATIVE] They need to they need to improve this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, this is the invoice, um.
[CUSTOMER][NEUTRAL] June. So it gave me the first page. Does it say paid?
[CUSTOMER][NEUTRAL] I guess you should, um, oh, there's a confirmation email. OK.
[AGENT][NEUTRAL] Yeah, so if you just.
[AGENT][NEUTRAL] And I'm sending you, OK, good, because I'm gonna, I was gonna send you, do you still want me to send you the copy of your invoice like the, the paper copy?
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][POSITIVE] No, no, this is OK. I'm still gonna get the paper copy in the mail, right? Whenever the, the invoices like we do every month? OK, perfect. OK, we're all set. Thank you so much for your patience. I'm sorry for all the trouble.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] No, it's no problem. It's no problem, no problem, [PII]. Um, if there's anything else we can help you with, you can always give us a call back or email our [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you. Have a great evening. Take care.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Bye bye.