AccountId: 011433970860
ContactId: c9d7f2b8-a217-4d9f-8d4e-6ee64d42cc14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1495140 ms
Total Talk Time (AGENT): 389106 ms
Total Talk Time (CUSTOMER): 461124 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c9d7f2b8-a217-4d9f-8d4e-6ee64d42cc14_20250617T18:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in [PII] and.
[CUSTOMER][NEUTRAL] We sent you guys an email to call our representative back to set their OSC and they're calling us so I'm and I don't know how to help a group set them up. I only do brokers and agencies so I'm calling you guys so y'all can set her up because no one's responding to our emails that we're sending y'all so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sorry, [PII]. OK, do you have the group number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Yes, the group number is 26,950. Her name is [PII]. She's trying to add users. Um, I helped her get to the account, um, but now she's on the dashboard and she doesn't know what to do.
[AGENT][POSITIVE] OK, uh, not a problem, you can go ahead and send her on over.
[AGENT][NEUTRAL] Hi, this is [PII] in customer care. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. Hey, [PII], it's [PII].
[AGENT][NEUTRAL] Hey, hey [PII], so I understand that we're just trying to add some additional users to the account, correct?
[CUSTOMER][POSITIVE] Yeah, correct, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I, I didn't realize there was a change in the website. I didn't receive a notification, which is no big deal, but now my accounts payable corporate person is trying to pay the bill and she can't.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm sorry, yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then when I, and usually I go in and I reconcile the bill to make sure.
[CUSTOMER][NEGATIVE] Every employee is paying what they're supposed to be paying her the invoice before I tell her, hey, pay this invoice, right?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Gotcha. OK.
[CUSTOMER][NEUTRAL] Well, she can't access it. OK, she can't access it so I just got through with payroll and I'm like, OK, now I can take a look at this. So now I'm taking a look at it. I just got involved with it. So when I went to try to uh log in, I was getting the same things as Page, the AP person was getting. So that's when I was on the phone with the young lady prior to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it looks as though I have established an account looks like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] However,
[CUSTOMER][NEUTRAL] But I'm on the dashboard page.
[CUSTOMER][NEUTRAL] I can't edit. See, I've already added page, the AP person.
[CUSTOMER][NEUTRAL] Her name is [PII]. I've already added her as a user, but it won't allow me to edit like her access levels.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't even know what to do about all my employees who are enrolled with APL.
[AGENT][NEUTRAL] So, OK.
[CUSTOMER][POSITIVE] Like, but that's another thing we, we're, we're not gonna worry about that right now.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] So you were able to get
[CUSTOMER][NEGATIVE] Right now we're gonna worry about trying to pay the bill.
[AGENT][NEUTRAL] OK, so you were able to get logged in under your email and for the group, correct? OK, were you able, OK, were you able to locate the tab on the dashboard where you can manage users and add users?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so you added the name and the email and then when they go in and try and establish their own login, are they able to do that?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I don't know. I don't know yet. Let me, I just got a message from her. What did she say?
[CUSTOMER][NEUTRAL] Uh, let's see, there she is.
[CUSTOMER][NEUTRAL] I was finally able to get in, but there was no invoice for [PII]. [PII] just sent me that message so she was able to get in, so whatever I did works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, cause I mean that's how you're gonna.
[CUSTOMER][NEUTRAL] And now she doesn't see.
[AGENT][NEUTRAL] That's how you're gonna add users is from that portion. OK, so let me see here on invoice.
[AGENT][NEUTRAL] I don't see a June invoice for you guys yet.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, the last one I see is the [PII].
[CUSTOMER][NEUTRAL] Oh, the last one I received.
[AGENT][NEUTRAL] OK, I can see because I don't yeah I don't even see the invoice number on my side where like.
[AGENT][NEUTRAL] It's been generated. I can check on that.
[CUSTOMER][NEUTRAL] Yeah, the last.
[CUSTOMER][NEUTRAL] No, I've had to receive something more recent than that.
[CUSTOMER][NEUTRAL] Uh there's gonna be something more recent.
[AGENT][NEUTRAL] OK, let me double check on why there's not a June invoice yet.
[AGENT][NEUTRAL] Um, but we were able to get her logged in, so that's good. And then in regards to um,
[AGENT][NEUTRAL] Users as far as insureds employees um things of that nature, everybody's having to set up uh new user names and passwords so everybody has to go through that a public link, create a new OSC account and then going forward uh the user name is the email that they have on file, um, for the policy.
[CUSTOMER][NEUTRAL] OK, I received an email on [PII].
[CUSTOMER][NEUTRAL] Um, let me see if I can get into it.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, let me just reach out to billing really quick, [PII], and see why there's not a
[CUSTOMER][NEUTRAL] I don't, yeah, I don't see. I like I just logged in from that last email which was [PII]. There should be an invoice attached to that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know what I'm saying? That was on [PII].
[CUSTOMER][NEUTRAL] To view my new email, I mean I'm sorry to to view my new invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But yet I can't see like where do you go to see your invoice?
[AGENT][NEUTRAL] Yeah, so let me go back to my
[AGENT][NEUTRAL] Give me just a second, sorry.
[CUSTOMER][POSITIVE] No, no, no, take your time.
[CUSTOMER][NEUTRAL] No rush.
[AGENT][NEUTRAL] I just, yeah, no, I just have to go off of the user guide because all this is new for us, but I mean it should.
[CUSTOMER][NEUTRAL] OK, wait, go to group. Go to group and then there's a link that says invoicing. Do to schedule the ability to download your one invoice is unavailable at this time. OK, they're doing some scheduled maintenance.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you click OK.
[CUSTOMER][NEUTRAL] But I can see my
[AGENT][NEUTRAL] If you click OK and get rid of that, does it, if you give it a moment, does the invoice eventually pop up?
[CUSTOMER][NEUTRAL] I can see that
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Says action required.
[CUSTOMER][NEUTRAL] After reviewing please submit the invoice to complete the process.
[CUSTOMER][NEUTRAL] What's all that about?
[AGENT][NEUTRAL] So submitting the invoice is going to be the payment.
[AGENT][NEUTRAL] I think that
[CUSTOMER][NEUTRAL] Well, I don't do that.
[AGENT][NEGATIVE] pop up that is coming up is not accurate.
[AGENT][NEUTRAL] Um, cause
[AGENT][NEUTRAL] add employees.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it says under my group click the invoicing tab to manage your billing from from there you can open invoices, view submitted invoices and track paid invoices.
[CUSTOMER][NEUTRAL] I did
[CUSTOMER][NEUTRAL] Yeah, I can review them now.
[CUSTOMER][NEUTRAL] He on the other hand.
[CUSTOMER][NEUTRAL] I think it may be her access level. I don't know, but she says there's no invoice for June so that tells me she can't see what I see. I'm gonna, I'm gonna ask her to go back in. I'm gonna.
[CUSTOMER][NEUTRAL] Hold up, let me type her a message. I can't call her because she's in a meeting.
[CUSTOMER][NEUTRAL] Um, I wish I could.
[AGENT][NEUTRAL] Yeah, so, yeah, under my group and then the invoicing tab.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] So they would be.
[CUSTOMER][NEUTRAL] Website.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] I see.
[AGENT][POSITIVE] What I'll do too [PII] is I'm gonna send you um that way you just have it it'll be helpful. I feel like the user guide for groups and individuals, um, it has all the steps on where to make payments, how to add employees, like all that stuff.
[CUSTOMER][NEUTRAL] Do I have to reestablish my company and all the policies that we enrolled in in January?
[AGENT][NEUTRAL] Hm
[AGENT][NEGATIVE] No, you shouldn't have to do that. No.
[CUSTOMER][NEUTRAL] So I mean, everything is still in the system.
[AGENT][NEUTRAL] Mhm. Correct, yeah, it's just.
[CUSTOMER][NEUTRAL] The only thing that changed was my employees being able to access their policies correct?
[AGENT][NEUTRAL] It's just the way that you're logging in that's essentially changed. They added an extra layer of security with asking for the verification code every time you log in now and everybody using an email as the username going forward and then the dashboard and platform changed as well.
[CUSTOMER][NEUTRAL] OK, she's saying it won't download an invoice?
[CUSTOMER][NEUTRAL] But it'll allow her to submit and pay it. How does she download an invoice?
[AGENT][NEUTRAL] Is the download invoice button just not there or is it giving her like an error message?
[CUSTOMER][NEUTRAL] Well, I don't see a download invoice either, to be honest with you.
[CUSTOMER][NEUTRAL] Uh, let me go back.
[CUSTOMER][NEUTRAL] Into invoicing.
[AGENT][NEUTRAL] It is a little slow as far as that being there like popping up, so it does spin for a minute, I've noticed.
[CUSTOMER][NEUTRAL] You can download ID cards and you, and then it says group detail report would group detail report be what she's looking for?
[AGENT][NEUTRAL] Mm, when you're on the, no, when you're on the actual.
[CUSTOMER][NEUTRAL] I don't think so.
[CUSTOMER][NEUTRAL] I'm on I'm on the invoicing tab. I'm on the invoicing tab.
[AGENT][NEUTRAL] Mhm. And then when the uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I can click on the invoice number.
[CUSTOMER][NEUTRAL] To see if something different pops up.
[AGENT][NEUTRAL] Usually when the invoice number is appearing there there should be a download invoice.
[CUSTOMER][NEUTRAL] Uh uh.
[CUSTOMER][NEUTRAL] Not on our side.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] details
[AGENT][NEUTRAL] OK, so it does say, but that's once they've been paid, so.
[AGENT][NEUTRAL] Let me see if there's another way before you pay it to download it because it says under.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Your submitted invoice will appear under the submitted invoices section of your dashboard. Click paid invoices to view past invoices. Under that, you can click on the invoice number you wish to view. From here you can click print coupon to download a PDF of your payment voucher.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure it's difficult to pay a bill.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What does she need to do to be able to print out an invoice?
[AGENT][NEUTRAL] Well, that's what I'm I'm reaching reaching out on now.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] I think, I think they download that invoice yeah I think they download that invoice for our company policies.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So there should be a download option there. I was gonna reach out to see if that's something that's just not, you know, working right now. I don't know if it's easier for her to call so we can try and speak with her and work through it and you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know that might be best um let me ask her when she's available.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Since she's the one that's paying the invoices, you know.
[CUSTOMER][NEUTRAL] She's responding. I just have to wait a second.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] She said it gave her a message that it can't download the invoice because they are doing routine maintenance.
[CUSTOMER][NEUTRAL] And I told her yeah that's true but we still need to confirm that she can access the level to complete the payment each month so um I did ask her for her name I mean I'm sorry for her number and a good time that she's available for APL person to call her, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know she's about to go out on vacation so I know she's a little hurried trying to get all the invoices paid before she leaves.
[CUSTOMER][NEUTRAL] I see we're already a day late because this started yesterday.
[CUSTOMER][NEUTRAL] So we, we also need to make note that we're late on paying this invoice because of this situation.
[AGENT][NEUTRAL] OK, yeah, I mean, I can definitely note that. Um, I mean, I'm here, I don't, what time zone are you on?
[CUSTOMER][NEUTRAL] Central Standard Time.
[AGENT][NEUTRAL] OK, I mean, I'm here until [PII] central. I can call her back if she's available between now and [PII].
[CUSTOMER][NEUTRAL] OK, she just, she just said I was able to get all the way through to submit payment. She must have submitted payment without an invoice.
[AGENT][NEUTRAL] So she should be be able to go, um.
[CUSTOMER][NEUTRAL] I'm asking her.
[CUSTOMER][NEUTRAL] I'm asking her. I mean, I don't care if she did or not it's not, I'm not her boss. I'm gonna ask her you submitted payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Without
[CUSTOMER][NEGATIVE] The invoice because she's gonna run into the same problem next month and see I don't wanna have to deal with all this next month like let's get it resolved now and to have someone on the phone.
[CUSTOMER][NEUTRAL] But she's on the hurry way to get out for the vacation.
[CUSTOMER][NEUTRAL] I understand that. I don't blame her.
[CUSTOMER][NEUTRAL] I wouldn't wanna mess with all this either.
[AGENT][NEUTRAL] OK, so I did get confirmation.
[CUSTOMER][NEUTRAL] OK, she said she submitted the payment without the invoice is what she did, OK.
[AGENT][NEUTRAL] OK, so I did get confirmation that invoices are not available online yet that we have to email them at this point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But there is a tab in there and I sent you the user guide. There is a tab in there where she can go for paid invoices and there is a coupon that you can print showing that it was paid and the voucher or the
[AGENT][NEUTRAL] Invoice number excuse me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Did you want me still to give her a call back, [PII]? What do you think?
[CUSTOMER][NEGATIVE] Um, obviously no.
[CUSTOMER][NEGATIVE] Obviously, she doesn't want to talk on the phone with anyone. She didn't give me a num a number or a time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] She was just worried about paying it, but this, this problem's gonna come up next month again but that's OK. I'll, I'll deal with her next month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I think she just, she's running out of time and she don't wanna deal with it today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I'm thinking.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] So, I do appreciate your time. No, I appreciate your time.
[AGENT][POSITIVE] I'm sorry for all the headache. Yeah, I'm sorry for all the headache.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And you've been very helpful. I really appreciate it.
[AGENT][POSITIVE] No worries, [PII]. I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] Same to you, ma'am. Thank you.
[AGENT][NEUTRAL] All right, bye-bye.