AccountId: 011433970860
ContactId: cc404ca8-d117-4d50-ac15-0ac31150a72c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149550 ms
Total Talk Time (AGENT): 63558 ms
Total Talk Time (CUSTOMER): 88661 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/cc404ca8-d117-4d50-ac15-0ac31150a72c_20250616T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm an agent in [PII].
[AGENT][NEUTRAL] You know, we
[CUSTOMER][NEUTRAL] I had a quick question. Hi, I had a quick question regarding
[CUSTOMER][NEUTRAL] How APL is handling the new uh online portal with existing group clients has each group received communication from APL saying that they have to re-register for their automatic monthly payments and things, or does it automatically roll over?
[AGENT][NEUTRAL] No, they should have received um communication that we were launching the new OSC and a new account had to be created all brokers and groups.
[CUSTOMER][NEUTRAL] So the groups individually, whoever the contact person was for each of my groups.
[AGENT][NEGATIVE] Mhm, yes, they should have received that. Mhm.
[CUSTOMER][NEUTRAL] Would have been contacted and and that has to be done by the end of the month.
[AGENT][NEUTRAL] Um, I don't think that there's a timeline. I think it's just more for like the group having their information.
[AGENT][NEUTRAL] Um, it just needs to be done.
[CUSTOMER][NEUTRAL] No, I mean like like monthly payments, so like most of my groups are on uh automatic payment, right? So do they have to update that?
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] No, they don't have to update any of like the
[AGENT][NEUTRAL] Like automated, yeah, like they don't have to update any of that they just have to update their online service account so that they can log in to pull invoices.
[CUSTOMER][NEUTRAL] Banking information.
[CUSTOMER][NEUTRAL] To get OK.
[AGENT][NEUTRAL] If that's how they pay. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, OK, because I, I typically will handle all employee changes for my groups. I don't like them to log in and do anything because, because I don't know about it it's a problem, um, so I have, I updated myself, but I just, you know, I don't typically call my clients and say hey you got an email you need to read it and that's they're they're adults they should be able to do that on their own, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, yeah, sure.
[AGENT][NEUTRAL] Yeah, but they would, they did receive communication though, yeah.
[CUSTOMER][NEUTRAL] Um, OK, I just wanted to double check.
[CUSTOMER][NEUTRAL] But if a client um is updating their their bank information because they have a new bank, then they definitely have to log in and set up something new.
[AGENT][NEUTRAL] Uh, if they're logging in their if they have like a new bank then.
[AGENT][NEUTRAL] Um, I don't know if I know that. Yeah, they would have to provide that.
[CUSTOMER][NEUTRAL] They have to provide it to you guys.
[CUSTOMER][NEUTRAL] Yeah, all right, OK, that's all I'm checking on.
[AGENT][POSITIVE] Yeah, to us for sure.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah, I hope you have a great day.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.