AccountId: 011433970860
ContactId: d368c150-03dd-4a2a-9efe-3ddce7a9a9c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1451760 ms
Total Talk Time (AGENT): 495419 ms
Total Talk Time (CUSTOMER): 627106 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d368c150-03dd-4a2a-9efe-3ddce7a9a9c5_20250613T19:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], is there like someone that can help me um creating a new account on the new portal to have access to my account? I'm a small group, um.
[CUSTOMER][NEGATIVE] Owner and this is probably my 4th time calling in and emailing and I just need like a manager or someone I can deal with and not spend another half hour on the phone and get sent the exact same information for the 5th time. I'm just very frustrated at this point and I don't mean to be frustrated at you, but it's this is going on like for 2 weeks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what's that group number, please?
[CUSTOMER][NEUTRAL] It is 26145.
[AGENT][NEUTRAL] OK, thank you, ma'am, give me one moment to pull up your information and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you, Miss [PII].
[AGENT][NEUTRAL] And verify the group mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I show a different did the person you speak with that I explained it shows a different contact person in our system?
[CUSTOMER][NEGATIVE] It shows [PII], my husband, and we're both owners of the business, and I'm putting in his email and I've emailed he's forwarded me the emails you've emailed me and they've every time I go on to do this I put in the phone number, his email, our group number, the zip code, and they verified it probably 5 times it all matches up and it still says no user information is found with this information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then it says call customer service hit option 4. I mean it's just like I said I can't tell you how many times I've done the same thing and then I've emailed and say please and then they send me the exact same instructions that I've been doing.
[AGENT][NEUTRAL] OK, let me see, let me get someone for you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes ma'am, and I'm so sorry for your frustration.
[AGENT][NEUTRAL] Oh, and I, um, just put in the same information and it went through the next step. When you do the city, [PII] City, are you separating [PII] and City?
[CUSTOMER][NEUTRAL] Hang on one second, yes, I am.
[AGENT][NEUTRAL] OK, and what phone number are you using?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII]'s email?
[CUSTOMER][NEUTRAL] I've tried every
[CUSTOMER][NEUTRAL] [PII] state [PII] zip code [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And they verified all that and told me that's exactly what should be.
[AGENT][NEUTRAL] Yes, by
[AGENT][NEUTRAL] Yes, ma'am, and I had put in the same information just to see if they gave me an error and it went to the complete step. So, um, I don't know if you feel like you want to try again.
[CUSTOMER][NEGATIVE] Well, it's giving me a big error with the red X. I just did it as we're talking. It still gives me the red X says no user was found and is the 26145 should I have a zero in front behind it?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] No, uh, just the number.
[CUSTOMER][NEUTRAL] And when I go back I'm picking group is that the right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Because they said which role describes you and they told me group was correct.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No, I can, I can send you a snippet of my screenshot.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I wonder why it's.
[CUSTOMER][NEUTRAL] I mean if you can set it up I'd be, I just need to get online access and pay this bill.
[AGENT][NEUTRAL] The only thing is.
[CUSTOMER][NEUTRAL] And be able to look at my account.
[AGENT][NEUTRAL] I can hit next and everything, what it would do is send a verification code to that email address, Mr. [PII]'s email, and then, then the next step is the verification and the password. So, I don't know if you have a password you want to use, but um maybe change it later. I can try to help you with that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me send him an email he's in the next office to forward me.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh let me see if they, what this is.
[CUSTOMER][NEUTRAL] Who is it gonna come from APL?
[AGENT][NEUTRAL] Yes, ma'am, but give me put you on a brief hold. I'm gonna ask one more question to someone and then um hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I was just about sending you a message. What's up, Ty? Hey.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I hit in on you.
[AGENT][NEGATIVE] I figured you were busy. I was like, well she'll get back with me. I was gonna send a message, but um I just wanna know, is it OK for us to help groups we're trying to set up on the online service center as far as because this group admin she's um she's the owner of the group and she's a little frustrated because she said she has sent several emails and it keeps sending the same.
[AGENT][NEUTRAL] Uh, gets help guide to her and it's still not giving it, uh, allowing her to complete. But when I put in the information, it went completely to complete.
[AGENT][NEUTRAL] Oh, I forgot about that.
[AGENT][NEUTRAL] Try to get her to do the browser, clear the browser history first before trying to assist her further. OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome. Thank you, ma'am. I appreciate you.
[AGENT][POSITIVE] I, I hope so.
[AGENT][POSITIVE] OK. Give me kudos, lady. All right. All right.
[AGENT][NEUTRAL] All right, bye.
[AGENT][POSITIVE] OK, ma'am, thank you so much for holding. I apologize for that um delay, Ms. [PII]. I just spoke with a representative and they said another step which I forgotten I I apologize, is um you can clear your browser history. They said if you don't, then you will keep giving the same error message.
[CUSTOMER][NEUTRAL] OK, do you know how to.
[AGENT][POSITIVE] What browser do you use? Yes ma'am I can help you.
[CUSTOMER][NEUTRAL] Help me
[CUSTOMER][NEUTRAL] I am in Chrome.
[AGENT][NEUTRAL] Chrome.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me one second.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Says to open the Crow browser.
[CUSTOMER][NEUTRAL] I'm just clicking in the bar to try to.
[CUSTOMER][NEUTRAL] I think I saw
[AGENT][NEUTRAL] Just show me the picture, please.
[AGENT][NEUTRAL] 073
[AGENT][NEUTRAL] OK. It should be, well, I don't know if it's different, but it's 3 dots at the top right corner.
[AGENT][NEUTRAL] These 3 little dots.
[CUSTOMER][NEUTRAL] Yes, I see the three dots, yeah.
[AGENT][NEUTRAL] And what next step?
[CUSTOMER][NEGATIVE] Delete browsing data control shift delete.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then click I guess the browser history. Um, I guess you can probably do the last 24 hours. And how long, um.
[CUSTOMER][NEGATIVE] Oh, I did all of it. I don't know. I hope I didn't do anything I wasn't supposed to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it just.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and do you wanna try again, or, um, if it doesn't go through, we can do it.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] yep if you wanna.
[CUSTOMER][NEUTRAL] Did you also send to [PII] at DSC?
[CUSTOMER][POSITIVE] I think I got it.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Good job. They're killing a fly.
[AGENT][POSITIVE] Oh, yeah, killing flies. There's a big horse flying here and I just like those bite.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But um I didn't because I wanted just to verify if there was another way first before doing that because I know people are properly sensitive as far as trying to give a password and then have to change, but I was gonna see if you can, if the, clearing the browser helped first.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yes mhm.
[CUSTOMER][NEUTRAL] OK, um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, 6807759 City Cooper City with the space and does it matter if there's capitals or not capitals, you know, is that, is it that sensitive like if I'm putting in Dan at DSCPA and it's all capitals, should it not, you know, should it not be, should Cooper City be capitalized? Like is it that sensitive that something like that could be causing a problem?
[AGENT][NEUTRAL] No, ma'am. It's not case sensitive as far as the set up.
[AGENT][NEUTRAL] Maybe password, but not for.
[CUSTOMER][NEUTRAL] Oh, I cleared the I cleared the browser history and it looks like it gave me the next page.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Changes you may may not be saved. I'm gonna leave. I'm gonna continue now it says verification is necessary, so this is gonna be to Dan.
[AGENT][NEUTRAL] Mhm. I'm gonna send him a verification code. Mhm.
[CUSTOMER][NEUTRAL] I'm gonna put in his email.
[CUSTOMER][NEGATIVE] OK, and then send verification and how can I get him out of it because he doesn't wanna have I do everything with health insurance and he really doesn't want to be getting these emails.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Let me see if they have any, if they can help guide as far as
[CUSTOMER][NEUTRAL] [PII], I need that verification right now, please.
[AGENT][NEGATIVE] It's like I'm tired of all these emails.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] I wonder if it's in the profile if that's where you can change the information. Let me see.
[CUSTOMER][NEUTRAL] OK, well, I guess first let me get it has me as a secondary I know but he just doesn't wanna be on there at all. OK, here's the verification.
[AGENT][NEUTRAL] And it does have.
[AGENT][NEUTRAL] I get it.
[CUSTOMER][NEUTRAL] [PII] verify code.
[CUSTOMER][NEUTRAL] Oh it says email address verified you can continue now and it says change email that's the first thing.
[AGENT][POSITIVE] Awesome, OK.
[CUSTOMER][NEUTRAL] And a blue box, so I'm gonna change it.
[AGENT][NEUTRAL] I wonder if it would send us notification so make sure it's changed in our system.
[CUSTOMER][NEUTRAL] And then it says send notification code so maybe it's gonna send it to me.
[CUSTOMER][NEUTRAL] Now or is it gonna send it to him again?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I appreciate you staying on the phone until I get this.
[AGENT][POSITIVE] Absolutely, I understand the frustration. I just wanna make sure you're able to set up.
[CUSTOMER][NEUTRAL] [PII], did you get another code?
[CUSTOMER][NEUTRAL] All right, well, another one might come through.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Details.
[AGENT][NEGATIVE] Delete all your employees, no.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I put in the new email. I put my email and then I said send code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But mm so far not oh here no yep here it just came. let's see.
[CUSTOMER][NEUTRAL] And it came to my email.
[CUSTOMER][POSITIVE] And it gave me a verification code, so this is a very good sign.
[AGENT][POSITIVE] Awesome, good deal.
[CUSTOMER][NEUTRAL] OK, verify code and now it wants new email I mean new password and a confirmation password so let me.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Put that in
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it have to be 10? Do you know how many?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It didn't say as far as password.
[CUSTOMER][NEUTRAL] OK, I'm gonna do my password and see if it.
[AGENT][NEUTRAL] Cause I know in the old one you had, uh, needed a special symbol, which I always forget mine.
[CUSTOMER][NEUTRAL] Like it or not.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then display name is that just?
[AGENT][NEGATIVE] You can disregard this play name.
[CUSTOMER][NEUTRAL] Do I put, OK.
[CUSTOMER][NEUTRAL] And then it says D. I'm just gonna add an S so it's services continue.
[CUSTOMER][NEUTRAL] The password entry fields do not match. OK, that's I guess my bad let me.
[CUSTOMER][NEUTRAL] Type it again.
[CUSTOMER][NEUTRAL] Please wait, we're processing your information.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know if I want that. I agree to the terms. I agree to the policy.
[CUSTOMER][POSITIVE] Your account has been successfully created. Go to dashboard.
[AGENT][POSITIVE] Good deal.
[AGENT][NEUTRAL] And it should be a little button.
[CUSTOMER][NEUTRAL] Now it says log in.
[AGENT][NEUTRAL] Yeah, it's gonna give a confirmation, uh, a verification code each time you log in. But uh, once you log in again, there should be a little blue button on the right-hand side to where you can view the um profile, and I'm assuming uh there you'll be able to change like um.
[AGENT][NEUTRAL] The email address.
[AGENT][NEUTRAL] Or I wonder if you will have to send an email to our care team so they can change it in our system.
[CUSTOMER][NEUTRAL] It seems like it already continued because all the emails now for the verification is coming to [PII] at DS so I think it allowed.
[AGENT][POSITIVE] Awesome, that's awesome.
[CUSTOMER][POSITIVE] Need to do it so I think we've solved that problem too and now it says my group.
[CUSTOMER][NEUTRAL] I'm trying to uh let's see resource center dashboard.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][MIXED] Manner manage users, it has no users except me right now, which is fine.
[CUSTOMER][NEUTRAL] But on the main page it does say contact [PII] and it does have his email.
[CUSTOMER][NEUTRAL] Um, so maybe I do need to change it.
[AGENT][NEUTRAL] Does it have to work in?
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, download ID cards, invoicing employees.
[CUSTOMER][NEUTRAL] I don't see where I can change that. You said there's a profile? Is it where the U is? OK, and it says profile.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And it just has our checking number in their email.
[CUSTOMER][NEUTRAL] But I know it's not letting me change the email.
[CUSTOMER][NEUTRAL] As long as I can sign in with my email I think we're OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so now I just wanna see about paying bills, so.
[CUSTOMER][NEUTRAL] We're on here I'm on dashboard it says dashboard my group resource center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It should.
[CUSTOMER][NEUTRAL] Would it be go to group?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] It's that is
[CUSTOMER][NEUTRAL] Uh, my group, it says invoicing, let's see, maybe under invoicing.
[AGENT][NEUTRAL] Oh, it should be under invoicing and it should show that there's an open invoice.
[CUSTOMER][NEUTRAL] OK, due to scheduled maintenance there is an open invoice I'm gonna click on it.
[CUSTOMER][NEGATIVE] Unable to find the invoice you're looking for.
[CUSTOMER][NEGATIVE] If this error contact customer service.
[AGENT][POSITIVE] For June, bless it. Well, we got one step you're in there.
[AGENT][NEUTRAL] Um, see.
[CUSTOMER][NEUTRAL] It says due to schedule maintenance, the ability to download your invoice is unavailable at this time. For assistance, please email our billing team at [PII].
[AGENT][NEUTRAL] I wonder if they're working on it though, but I'm not sure. Let's see.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 614.
[AGENT][NEUTRAL] Please
[CUSTOMER][NEUTRAL] And I'm, I'm wondering if when I do hit invoice that's highlighted in blue when that if it does open is that going to be where I can actually you know submit my payment online?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's just not.
[AGENT][NEUTRAL] And you say you saw on the profile that it shows that uh your billing information is there like the uh the routing number and check number or checking number?
[CUSTOMER][NEUTRAL] Allowing it.
[CUSTOMER][NEUTRAL] It does.
[AGENT][POSITIVE] OK, well, that's good.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I know that you're still working on this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Trying to see if I can get on here to look at it.
[AGENT][NEUTRAL] It's not letting me uh because there is an open invoice for June.
[CUSTOMER][NEUTRAL] Mhm, that's the one I want to pay it's um 579 11.
[AGENT][NEUTRAL] 26
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, I haven't heard anything of them working on it, but I should be.
[CUSTOMER][NEGATIVE] I just went to a different tab. I forgot which one I even clicked and now it said billing so now I picked up billing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I think this is more just like talking to you about billing. I don't see an actual.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Under resource center I think it just talks to you about billing it doesn't actually give you the bill.
[AGENT][NEUTRAL] Uh, no, ma'am. Not in the resource center though, but, um.
[AGENT][NEUTRAL] When you click on invoicing, uh, it should show an open invoice which I do show June is being open.
[AGENT][NEUTRAL] And then once it, I think it's highlighted in blue, you should be able to click on it, verify the banking information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 639.
[AGENT][NEUTRAL] And then submit
[CUSTOMER][NEUTRAL] OK, maybe it's just maybe it's because there is maintenance going on maybe if I just.
[CUSTOMER][NEUTRAL] Wait and do this in an hour or tomorrow.
[CUSTOMER][NEUTRAL] It will work? I don't know. I know it's.
[AGENT][POSITIVE] I'm, I'm hoping so.
[AGENT][NEUTRAL] They hadn't sent anything. Let me ask one other coworker if we.
[AGENT][NEUTRAL] It's there.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It says now it gave me a box saying select invoice and it says how would you like to make this payment ACH I'm gonna hit next.
[CUSTOMER][NEUTRAL] Payment date.
[CUSTOMER][NEUTRAL] It says the [PII].
[CUSTOMER][NEUTRAL] It's not letting me um that's today so I'm gonna hit next and then it has all the information for the checking account and I'm gonna hit submit and I think.
[CUSTOMER][NEUTRAL] I think it's gonna work it says invoice submitted.
[AGENT][NEUTRAL] Oh, so.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Um, it didn't give me a like, um, confirmation or anything like that. Can you see that it was paid or?
[AGENT][NEUTRAL] I see something different on here, but it doesn't show it has been submitted, but um I was wondering if it would show up Monday because of the bank, since it's taken out of your account, maybe it take a minute to show.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And trying
[CUSTOMER][NEUTRAL] Because it still kind of shows in blue, but no, now it says schedule pay date [PII].
[CUSTOMER][POSITIVE] Under this invoice and it shows submitted instead of open so it's moved down one so I think we're in good shape.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It sounds like it. Yes, ma'am.
[CUSTOMER][POSITIVE] Wow, they need to give you a raise because I spoke to a lot of people between phone and email and you're the only one that solved it, so I appreciate your help.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] You are so welcome and thank you so much uh for calling AP. You have a great day, Ms. [PII], and a great weekend.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye.