AccountId: 011433970860
ContactId: d410fa80-bc56-4796-ab64-1f5e0cb0afd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 898609 ms
Total Talk Time (AGENT): 452265 ms
Total Talk Time (CUSTOMER): 356509 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d410fa80-bc56-4796-ab64-1f5e0cb0afd9_20250620T14:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from the Henderson County Clerk's office. Um, I am trying to log in to, um, reconcile our monthly bill for payroll, and, um, it's not letting me in. It looks like the login changed and it wants an email address, and I had a user name before, so I'm not sure what to do.
[AGENT][NEUTRAL] OK [PII], so you're the group administrator and you're trying to log into the portal, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] OK, yes ma'am. I can try and help you with that, [PII]. First off, I'll need to get some um information from you. First off, what is your last name again?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you. And a good callback number for you, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the group number?
[CUSTOMER][NEUTRAL] 259-888.
[AGENT][NEUTRAL] OK, so give me a moment to get the group's information pulled up and then I will have to verify several things with you first, [PII], for security, so just a moment please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, mhm.
[AGENT][NEUTRAL] OK, so if you could please first off you gave me the name of the group if you could verify the address, the mailing address for the group.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then your zip code.
[CUSTOMER][NEUTRAL] Um, [PII], so [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said [PII]. Correct on the zip?
[CUSTOMER][POSITIVE] Correct, yep, mhm.
[AGENT][NEUTRAL] OK, thank you and then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then the phone number that is on file for the group is the same as the one that you gave me so that's the that is the correct number. OK, thank you. So [PII] there um there was an update to the portal and you should have received an email several weeks ago about that but you will have to create a new profile in the portal.
[CUSTOMER][POSITIVE] Correct, yep.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can try and walk you through the steps and then I'm gonna if you'll give me just one second I'm gonna email you a couple of of user guides also related to the new portal so give me just a second to get that pulled up, OK?
[CUSTOMER][NEUTRAL] So how do I do that?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, I don't remember seeing email.
[CUSTOMER][NEUTRAL] I don't see one.
[AGENT][NEUTRAL] And I don't know exactly who the, you know, what the email address is that would have, it would, you would have received it from, to be honest, so give me just a second.
[CUSTOMER][POSITIVE] That's right
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just, I'm
[CUSTOMER][NEUTRAL] Yeah I was like this looks different.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It they did an update to it.
[CUSTOMER][NEGATIVE] Tag on updates they get me every time.
[AGENT][NEUTRAL] Technology ever changing.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] I'm getting real sick of having to have a text code for every time I log in somewhere.
[AGENT][NEGATIVE] And unfortunately, with all of the bad guys out there, there's just not really any way around it anymore, you know.
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Why can't people just be decent?
[AGENT][NEUTRAL] Makes it hard for honest people, right? It makes it hard for honest people, a lot, a lot harder.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] OK, so the email that I'm sending you, [PII], it's gonna come from [PII]. I'm putting APO online service center, um, in the subject line and there's gonna be two attachments one's creating and logging in and the other one is using for groups, OK? So this is a group level user guide, and I just sent that to you so it may take a minute for that to come through.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, one second.
[CUSTOMER][NEUTRAL] You'refresh a few times here.
[AGENT][NEUTRAL] Yeah, I mean, give it just a minute to um
[CUSTOMER][NEUTRAL] We do have some weather going on too so that might slow it down as well.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Oh yeah, you do. I've seen on the news about the area, I mean, you know, the weather coming up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Through your way there.
[CUSTOMER][NEUTRAL] I, I can feel it squeezing my brain. Oh, there it is.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then we're under um heat advisory like all next week because it's gonna be 95.
[AGENT][NEUTRAL] And I know y'all are not used to that in [PII]. I mean, I saw on the national news last night. I was like, oh, it had like 105 for some places in the Northeast, and I was like, like, [PII] was one of them, and I was like, really, 105?
[CUSTOMER][NEGATIVE] No, no, we are no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, a lot of, a lot of southern and coastal people don't understand how hot and humid it gets here. It gets really hot and humid.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, it's, yeah, I'm in [PII], so it's um.
[CUSTOMER][NEGATIVE] It's like it's oppressive.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, yeah, I know what oppressive means. I definitely understand.
[CUSTOMER][NEUTRAL] Yeah, you understand.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, when I was when I was stationed in [PII], they thought it was like really hot and humid there. I'm like this is mild. This is great, and they're like, Where are you from? Or you think this, I'm like [PII], and they're like, I can't be that hot in [PII] I'm like, You want a bet? They're like, Well, we have this ocean humidity. I was like, you also have the ocean breeze to blow the humidity off like in [PII], you know what happens when the humidity builds up and it gets hot? We have tornadoes. That's what happens.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And then if you're not.
[AGENT][NEUTRAL] Right. See, that's like where I am in [PII]. I'm not anywhere near the water, so it's, you know, there's, there's nothing to cut it other than a knife when you try to walk outside.
[CUSTOMER][NEUTRAL] And they're like, they're like, well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, it's oppressive, yeah, and then they're like, well.
[AGENT][NEUTRAL] It is a present.
[CUSTOMER][NEUTRAL] Well, you got time to to get away from it. It's like a hurricane, right? I'm like, no, you don't, you, you might have seconds if you're lucky like.
[AGENT][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] These yahoos, but anyway, I appreciate all your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, yeah, and I'll be happy to just if you want me to while we're on the phone to make sure that you don't have any issues setting it up even though I sent that to you so go to the log in page the.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] The [PII]. [PII].
[CUSTOMER][NEUTRAL] Uh huh, create your OSC account.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And am I a group?
[AGENT][NEUTRAL] Then you're gonna select group, yes, for this profile, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then on the next screen there's gonna be 3 boxes that are 2 that have asterisks beside them that's gonna should be the group number and the email on record.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So just enter your information, just enter those two fields.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I saw it populated.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEGATIVE] Oh, not my personal number though, no thank you.
[AGENT][NEUTRAL] Yeah, yeah, you don't, you should only just put in a group number and your work email.
[CUSTOMER][NEUTRAL] Alright and continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright email address.
[CUSTOMER][NEUTRAL] Password let's go with.
[AGENT][NEUTRAL] And this is going to send, well, you, it's already asking you for a password. It should have wanted to send you a security code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, send verification code, OK.
[AGENT][NEUTRAL] Right, or verification code. And we're.
[CUSTOMER][NEUTRAL] So I go to my email I'm assuming.
[AGENT][NEUTRAL] Correct. And that may take it a minute to get into your email even if you weren't dealing with weather.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So wait till you get that mhm and you're gonna copy and paste that into your.
[CUSTOMER][NEUTRAL] Oh there it is.
[AGENT][NEUTRAL] To that verification box and then verify that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Click verify code.
[CUSTOMER][NEUTRAL] OK, and uh got that let me put in an or a password.
[CUSTOMER][NEUTRAL] Password oh I think I typed something wrong phone.
[CUSTOMER][NEUTRAL] I think sometimes my fingers go faster than my brain or vice versa.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Boom set up.
[CUSTOMER][NEUTRAL] Let's see if it works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it may, yeah, that's like a two-factor authentication.
[CUSTOMER][NEUTRAL] Send verification code.
[CUSTOMER][NEUTRAL] We talked about this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] We're gonna put like 5 verification codes at some point. It's gonna be awful.
[AGENT][NEUTRAL] Yeah, this one only is gonna have 2, but.
[CUSTOMER][NEUTRAL] Oh, there's my broker [PII].
[CUSTOMER][POSITIVE] Perfect, I'm in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So my group, so where I go for the billing.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] No, where do I go for the billing?
[AGENT][NEUTRAL] OK, so give me just now I've gotta go, I've gotta look at the same user guides I sent to you because it's so new that we're still learning to navigate it ourselves, but if you go to your dashboard.
[CUSTOMER][NEUTRAL] Oh, I found it billing.
[AGENT][NEUTRAL] Uh-huh, and my group. Mhm.
[CUSTOMER][NEUTRAL] No wait, that's not it alright hold on dashboard.
[AGENT][NEUTRAL] Yeah, go to, uh-huh and you should see my group.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then from there.
[AGENT][NEUTRAL] Uh, let's see. OK.
[CUSTOMER][NEUTRAL] It's thinking.
[CUSTOMER][NEUTRAL] Doing this weird like shimmery thing across the screen.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Do I get a product no invoicing, OK.
[AGENT][NEUTRAL] You should say yes, you should see where it says invoicing.
[CUSTOMER][NEUTRAL] Your invoice is unavailable at this time.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Alright, let me, let me look at something. Hold on just a second.
[CUSTOMER][NEUTRAL] Oh wait, this is, oh there's an invoice right there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well there's a thing to click on but it's not available.
[AGENT][NEUTRAL] So you should say under invoicing.
[AGENT][NEUTRAL] So you should see invoicing there should be like an open invoices.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it says due to scheduled maintenance, the ability to download your invoice is unavailable at this time.
[AGENT][NEUTRAL] And I submitted
[CUSTOMER][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] OK, so what I, OK, so give me just a minute to pull up some additional information. Let me get back to a different part of the system.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] Don't say that. [PII] could probably do it for you.
[AGENT][NEUTRAL] And you're looking
[AGENT][NEUTRAL] Uh, are you looking, and you're look, oh, it did.
[CUSTOMER][NEUTRAL] Oh, it just popped up.
[CUSTOMER][NEUTRAL] Action required, yeah, OK, so then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if I need to make adjustments I can make adjustments and now I had a person um who.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see, yeah.
[CUSTOMER][NEUTRAL] See if this all.
[CUSTOMER][NEUTRAL] OK, so I.
[CUSTOMER][NEUTRAL] Got a new person.
[CUSTOMER][NEUTRAL] Signed up and another person left and it doesn't look like that's reflected on there yet so do I just make those entries?
[AGENT][NEUTRAL] Uh, yes, you can, and if you want to double cover, you know, yourself on that, I mean you can also send in the email.
[AGENT][NEUTRAL] To care team at [PII]. oh you did? OK, when did you send those?
[CUSTOMER][NEUTRAL] Yeah, which I did that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh let me.
[CUSTOMER][NEUTRAL] See if I can find it.
[CUSTOMER][NEUTRAL] And a lot of emails to go through.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Sure you do.
[CUSTOMER][NEUTRAL] So I had sent it into um the ware group.
[CUSTOMER][NEUTRAL] Back on [PII].
[CUSTOMER][POSITIVE] And they had set it up for me.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] OK, so you may want to reach out is that your broker, yeah, your agent's office?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can check to see.
[AGENT][NEUTRAL] If we show, I mean,
[AGENT][NEUTRAL] You should be able to see as well, but what is the, what is the employee's name that you said that you sent for an enrollment.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so I show.
[AGENT][NEUTRAL] I do show a [PII].
[AGENT][NEUTRAL] With an effective date of [PII], let me see when we received her enrollment.
[CUSTOMER][NEUTRAL] It's not showing on the invoice so.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] So we didn't receive her enrollment until [PII].
[CUSTOMER][NEUTRAL] So should I just add it on to the invoice then?
[AGENT][NEUTRAL] You can
[AGENT][NEUTRAL] Uh, yes, you can. Mhm.
[CUSTOMER][NEUTRAL] OK, I'll just do that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, well I think I'm all ready to go then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] You've been excellent. I hope that the both of us get through the next week without melting to death.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I hope so too, because it's starting to get very hot here. I mean, we're getting humidity warnings and heat warnings and, and all that kind of stuff here, so.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, it's just, it's the summer we've got more rain this year than we've gotten in the last few years, so that's been kind of like a
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, you know,
[CUSTOMER][POSITIVE] I'm just glad we're not having a flooding year because we have a lot of those because we live right right on the [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, yeah, yeah, yeah, so I know you do.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, if there is anything else, [PII] that comes up that you need assistance with on this portal, just give us a call and we'll be happy to try and answer any questions for you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][POSITIVE] All right thank you very much.
[AGENT][POSITIVE] Alright, well I hope you have a wonderful weekend and you're very welcome and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Yes ma'am. Bye bye.