AccountId: 011433970860
ContactId: cde48651-ae27-432a-9c4c-6b811ad46a37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 786559 ms
Total Talk Time (AGENT): 197997 ms
Total Talk Time (CUSTOMER): 207214 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/cde48651-ae27-432a-9c4c-6b811ad46a37_20250325T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, this is [PII] of the education fund.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] And I'm calling about a bill. I think we just signed up starting this month, but I all I have is an email to um view my invoice but I have nothing else.
[AGENT][NEUTRAL] OK, do you have your, are you with the group?
[CUSTOMER][NEUTRAL] Yeah this is.
[AGENT][NEUTRAL] Um, do you have your group number, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I have, I, no, I have nothing.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'm in the accounting department and then I received an email saying click here for your invoice but I, I don't have the new policy information we just switched to you guys I think for April.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the name of the employer?
[CUSTOMER][NEUTRAL] The education fund.
[AGENT][NEUTRAL] The education fund.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me look this up.
[AGENT][NEUTRAL] OK, what was your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] And what is a good email address for you?
[CUSTOMER][NEUTRAL] Accounting at.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then lastly, can I get a good call back number please?
[CUSTOMER][NEUTRAL] Um, I don't know.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] I am, I'm [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you.
[AGENT][NEUTRAL] Have you set up your account yet on our online portal?
[CUSTOMER][NEUTRAL] No, I need this information to.
[AGENT][NEUTRAL] OK, I can help you set that up. Are you in front of your.
[CUSTOMER][NEUTRAL] I mean someone else may have it but they're not here. I don't know. Did I just received this email and.
[AGENT][NEUTRAL] Uh, oh, OK.
[CUSTOMER][NEUTRAL] The person who's sitting in for the president uh is asking, you know, do we know about this so I'm like.
[AGENT][NEUTRAL] OK, let me see if you're already.
[CUSTOMER][NEUTRAL] I just wanna give them as much information as possible.
[AGENT][NEUTRAL] Sure, let me see if you're already set up maybe you are.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I don't show that you've set up the online account yet.
[AGENT][NEUTRAL] Um, and that's where you can go to pay invoices, look at like enroll people, drop people, etc.
[AGENT][NEUTRAL] Um, do you wanna kind of walk through that process right now or I can email you the user guide?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] If you wanna do it on your own, um, just whatever is easiest for you.
[CUSTOMER][NEUTRAL] Yeah, I can. I mean, I'm, I'm looking I I got this number from the email I received, so yeah, I can go through it right now.
[AGENT][POSITIVE] OK, perfect. So you'll go to [PII].
[CUSTOMER][NEUTRAL] Oh, so I don't click on any of these links in this email.
[AGENT][NEUTRAL] Uh, what links are in the email?
[AGENT][NEUTRAL] It should take you to our online portal.
[CUSTOMER][NEUTRAL] I think it did, yeah, I've been there. I saw it already and then I realized I didn't have what I needed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says APL contact us help online service center.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, so are you on the service center website?
[CUSTOMER][NEUTRAL] Yes, it says online service and welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect um there should be a tab for a log in for a new user.
[CUSTOMER][NEUTRAL] And a new user.
[CUSTOMER][NEUTRAL] It's yes there's log in new user, yes.
[AGENT][NEUTRAL] OK. Uh, you wanna click on that.
[CUSTOMER][NEUTRAL] Employer or group.
[CUSTOMER][NEUTRAL] Yeah, I did.
[AGENT][NEUTRAL] Yes, that's it. Yeah.
[AGENT][NEUTRAL] And then I can give you your group number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Group number is 27001.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And then your zip code should be the address of the education fund.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The phone will be the one that you gave me, the [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] They showed up.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] City let me look.
[AGENT][NEUTRAL] City, I've got uh the [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, the email on record is the one that you provided me.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Searching.
[CUSTOMER][NEUTRAL] Thanks. The verification code has been sent to the email address we have on record.
[CUSTOMER][NEUTRAL] I hope that's me.
[CUSTOMER][NEUTRAL] Probably not.
[AGENT][NEUTRAL] Did it get you in to set up your, the rest of the information?
[CUSTOMER][NEUTRAL] It it says a verification code has been sent to the email address we have on record.
[AGENT][NEUTRAL] OK, you should receive that.
[CUSTOMER][NEUTRAL] At accounting?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Then yeah.
[CUSTOMER][NEUTRAL] Haven't gotten in.
[CUSTOMER][NEUTRAL] When go some.
[AGENT][NEUTRAL] Yeah, you should have gotten it by now. Might try refreshing your outlook.
[CUSTOMER][NEUTRAL] Yeah, uh, this is gonna go to the president. I'm gonna have to call someone to give me.
[CUSTOMER][NEUTRAL] The code um.
[CUSTOMER][NEUTRAL] How long before it expires? Does it?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, not sure, um.
[CUSTOMER][NEGATIVE] This bill? Oh wait, no.
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] Yeah, it did go to accounting.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Accounting at [PII]. No, no, no, I'm saying.
[AGENT][NEUTRAL] OK, you did
[CUSTOMER][NEUTRAL] The original, the one that I called you.
[CUSTOMER][NEUTRAL] Because I received
[CUSTOMER][NEUTRAL] It it came to accounting.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] But, so that's the right number. I mean, sorry, email address. You [PII], right? Accounting [PII] [PII]. That was already in the system.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, that's already in our system and that's what we would have on file to send correspondence and any verification to you.
[CUSTOMER][NEGATIVE] Oh, I didn't get it.
[CUSTOMER][NEUTRAL] Uh, drunk.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Set up to
[AGENT][NEUTRAL] Does it give you an option to request another verification code?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] If you did not receive an email containing the code, please contact customer service.
[CUSTOMER][NEUTRAL] Option 3.
[CUSTOMER][NEUTRAL] That's what it says.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Um, let me see what, what we can do, um.
[AGENT][NEUTRAL] OK, so you did not receive the verification code, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I'll have to get in a ticket for our support desk um to get this set up but in the meantime do you want to pay this bill online? I can transfer you to our group billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no, I have to process it through PO.
[AGENT][NEUTRAL] All right, me.
[AGENT][NEUTRAL] OK, OK, you do. OK.
[CUSTOMER][NEUTRAL] We don't
[AGENT][NEUTRAL] Um, is that so the number [PII], is that where you can be reached back out?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. OK, [PII], let me get this ticket put in. I'll get this, uh, as an urgent request so we can see what's happening on, you know, you know, why you can't set it up.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Oh, OK, thank you, um, have a good day.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bye.