AccountId: 011433970860
ContactId: d001f4b9-6c4a-4c6f-be1e-fc0cad03d7f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486839 ms
Total Talk Time (AGENT): 124367 ms
Total Talk Time (CUSTOMER): 223985 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/d001f4b9-6c4a-4c6f-be1e-fc0cad03d7f9_20250604T13:12_UTC.wav
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[AGENT][POSITIVE] Good, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Huh
[CUSTOMER][NEUTRAL] ATL I'm trying to pay the bill and they.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Sorry, I was talking to somebody that was in my office. Oh my goodness, OK, hi, my name is [PII]. Um, I am trying to log into the APL portal to pay the bill and it wants me to link, uh, like the online service center, but it's saying you can't find my information.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can check and see what's going on, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you. And may I have the group number?
[CUSTOMER][NEUTRAL] Oh, that would have been helpful. Let me, I've got my bill right here. Group number is 23804.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and I just need to verify a few things. Um, may I have the name of the group and the mailing address?
[CUSTOMER][NEUTRAL] It should be Lincoln County Health Department, uh, mailing address [PII].
[AGENT][POSITIVE] Perfect. And your email address?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. OK. Um, have you registered the account again, like, um,
[CUSTOMER][NEUTRAL] So I went to the um.
[CUSTOMER][NEUTRAL] Website that I always go to and it popped up and said welcome to the online service center and it says create your I think I need to create to link them.
[AGENT][NEUTRAL] Uh, create your account. Mhm.
[CUSTOMER][NEUTRAL] Um, and then I assume I'm an agency.
[AGENT][NEUTRAL] Um, no, you are a group.
[CUSTOMER][NEUTRAL] Agency prince.
[CUSTOMER][NEUTRAL] Oh, OK, maybe that's my problem. Oh, these are different questions. This might work. Let me enter all this info.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, email should be mine and.
[AGENT][NEUTRAL] And the email is gonna be the main contact person.
[CUSTOMER][NEUTRAL] Um, that mm could be.
[AGENT][NEUTRAL] So it doesn't look at least gonna be your email.
[CUSTOMER][NEUTRAL] It could be [PII]. It could be [PII]. It could be, OK, complete your account set up, continue. I just want to pay the money verification is necessary, please. Oh, OK, so I gotta send a verification code.
[AGENT][NEUTRAL] You know somebody else listening.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is there a way to change that to myself from [PII]?
[AGENT][NEUTRAL] Uh, once you go in, you're gonna add you into the group and you can put your information.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Copy paste the code. OK, a new password.
[CUSTOMER][NEUTRAL] Display name given name surname is that just my name?
[AGENT][NEUTRAL] Um, no, that will be um the name of the group.
[AGENT][NEUTRAL] The person who's creating the account.
[CUSTOMER][NEUTRAL] Displaying it so.
[AGENT][NEUTRAL] Or just like a.
[AGENT][NEUTRAL] Uh, any other name that you go by like, uh, my APL or something like that, you know, like.
[AGENT][NEUTRAL] Just put any, anything there.
[CUSTOMER][NEUTRAL] And then surname
[AGENT][NEUTRAL] Um, yeah, you can, it's like a nickname.
[CUSTOMER][NEUTRAL] What is surname?
[CUSTOMER][NEUTRAL] Oh, do I have to put, OK, I'm just gonna put the same thing as above.
[AGENT][NEUTRAL] No, you don't have to, uh uh, those are not, no, they're not required. They're just there if you want to put them, but yeah, the first one, yes, because um it's, it's the group name, that's the group name.
[CUSTOMER][NEUTRAL] Claim not verified email address OK.
[CUSTOMER][NEUTRAL] So verification code has been sent to your.
[CUSTOMER][NEUTRAL] Verify code claim not verified.
[CUSTOMER][NEUTRAL] [PII] OK it did verify. I agree, I agree.
[CUSTOMER][NEUTRAL] Go to dashboard log in.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Let's do another verification.
[CUSTOMER][NEUTRAL] Sorry wants another verification code. I'm just waiting for that to come through.
[AGENT][NEUTRAL] Mhm, it's OK. It's OK. I understand.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so I'm on the dashboard. So do you have to go to group to pay the bill.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, you're gonna go to, uh, let me look at my handy handy notes bear with me. I think you have to go to my, yeah, I think you have to go to group and then invoices, but let me double check.
[CUSTOMER][NEUTRAL] We just scheduled maintenance the ability to download your invoice and available that's fine.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, then click on the invoice, unable to find the invoice you're looking for after reviewing, please submit.
[AGENT][NEUTRAL] Sure, here it is.
[CUSTOMER][NEUTRAL] Um, it won't let me.
[CUSTOMER][NEUTRAL] OK, let me try again invoicing. OK, I think maybe I can't do it right now. It says due to scheduled maintenance ability to download your invoice, which I don't need to really download it because I have it in front of me that was mailed, but when I click on it it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't wanna submit it because uh oh is it doing something different this time it is OK how do I.
[CUSTOMER][NEUTRAL] Um, remove somebody. There's adjustments, maybe that's what I clicked.
[AGENT][NEUTRAL] OK, you need to remove an employee.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, do I delete entry or do I adjust amount?
[AGENT][NEUTRAL] Oh, OK. On the invoice, you're gonna adjust amount.
[CUSTOMER][NEUTRAL] Just and just put it to 0.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Benefits term 5:30 2025.
[CUSTOMER][NEUTRAL] Sa
[CUSTOMER][NEUTRAL] Return, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Should be 374-899 perfect submit invoice, yes, ACH next next submit.
[CUSTOMER][POSITIVE] Woohoo, OK, I did it, thank you.
[AGENT][NEUTRAL] Be with a minute, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK alright you have a good day.
[AGENT][NEUTRAL] OK, so is there, you too, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] All right, now it's fast and easy. You have a good day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.