AccountId: 011433970860
ContactId: d791f962-0456-465c-9ab5-2c81278e7a4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 837789 ms
Total Talk Time (AGENT): 414773 ms
Total Talk Time (CUSTOMER): 296013 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/d791f962-0456-465c-9ab5-2c81278e7a4b_20250116T21:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with um the care team. I was gonna say with APL like, aren't we all um this is [PII] with the care team. I have a uh one of the group reps on the line for um uh group number 26852.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And she is calling to make a payment. I did verify her it's Ms. [PII] on the line.
[AGENT][NEUTRAL] OK, and could I call that number.
[CUSTOMER][NEUTRAL] Uh callback number is [PII].
[AGENT][NEUTRAL] And you said you got Miss [PII] on the phone?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Oh, that's her first name.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK, uh, I, I, I thought it was her last name for some reason. Um, uh, it's been one in the mornings. I mean, uh, that.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] It's been one of them weeks, girl.
[AGENT][NEUTRAL] Yes. And she's calling to make a payment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. You can send her on and uh I can help her with that.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you, [PII] and have a good day.
[CUSTOMER][POSITIVE] You too, and I'll introduce you real quick when we join, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][POSITIVE] Yes, I am. All [PII]. I have Miss [PII] on the phone. She's with our billing department and she's gonna be able to help you process that payment today, OK? Thank you so much. I appreciate it. What was your name again? Oh, and my name is [PII]
[CUSTOMER][NEUTRAL] [PII] You betcha.
[CUSTOMER][POSITIVE] Perfect and you'll be the one giving me a call back in regards to um the online report? Yes, absolutely. I will give you a call back uh sometime today.
[AGENT][NEUTRAL] Is she trying to access, is she trying to access access the portal? Is that what you're saying? I can help her with that.
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][NEUTRAL] Yes, um, yes, we have, OK, we had a hub request put in to get her added in, and they added her name as the second contact but not her email and I'm not authorized to change it so I was just gonna put in an urgent request and reach out.
[AGENT][NEUTRAL] Oh, OK. That's fine. That is fine.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] But I will, uh, yes.
[AGENT][POSITIVE] I can help her with that. I mean, I can help her with everything.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh well look at you Mellette. Like you, you're here to save the day. I love that. Thank you. I know that's awesome. OK, perfect. Well, Miss [PII], you probably won't need a call back from me. Miss [PII]'s gonna take care of you today, and she gets the gold. Thank you so much for your time either way.
[AGENT][NEUTRAL] And if I can't, we'll find somebody who will.
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate you.
[AGENT][POSITIVE] No problem. Y'all have a good have a good day.
[CUSTOMER][POSITIVE] You have a good one. Thank you. You too, bye bye.
[AGENT][NEUTRAL] OK, [PII], again this is [PII] with group billing. um, Ali said that you're wanting to make a payment on the group.
[CUSTOMER][POSITIVE] Yes, I wanna like make a payment and I wanna fix, um, be able to have access to the portal.
[AGENT][NEUTRAL] OK. Now, as far as acid.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Access to the portal.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see who we've got as our contact.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Uh, we've got [PII], I mean, uh, [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Can [PII], OK, what [PII] needs to do is register first because I see that it's.
[CUSTOMER][NEGATIVE] No, no, no, it's just that um the broker, I don't know why it showed that, but the broker was speaking with someone already in regards to that, and um they were not supposed to be added. I'm the point, I'm the point of contact.
[AGENT][NEUTRAL] OK, well, either way.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEGATIVE] The broker had sent an email to the, to someone that there and and already explained that um that that was an error and they had added me but they just didn't add my email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, OK, that is not a problem um once that email is added, um, what will happen is that you would have to go on there and um let me see what I can, let me see.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] I'm looking. I just want to make sure that I get all my ducks in a row too.
[CUSTOMER][NEUTRAL] No problem, yes, that's what the previous lady, um, [PII], she had, um, she had made sure I told her because we have the, I have the emails in front of me of uh of uh the broker myself going back and forth with your the APL team in regards to giving me the access that it should have been my email.
[AGENT][NEUTRAL] OK. Do you know who the, um,
[AGENT][NEUTRAL] The response was from?
[CUSTOMER][NEUTRAL] I have the ID number, but I don't know her, I don't remember the name. I just have the ID number.
[AGENT][POSITIVE] OK. That's not a problem. Not a problem. I just wanted to make sure that we get everything taken care of, um.
[AGENT][NEUTRAL] Let's see so you're wanting to make the
[AGENT][NEUTRAL] The January premium on this group.
[CUSTOMER][NEUTRAL] Yes, that of the amount $2,[PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that and I understand that the callback number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] And let's get that payment and then we can take care of the other and um once we get you taken care of and put you on here as the main contact.
[AGENT][NEUTRAL] And you get registered online. Um, I don't know if you're aware of this, but you are able to make, um, go online, review your, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Invoices you're also able to print your invoices and also you're able to make payments on your um.
[CUSTOMER][NEUTRAL] Yes, that's what I originally wanted to do, to do it through the portal, but I, since it was due yesterday, I kind of just want to handle this right away.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah
[AGENT][POSITIVE] Oh, OK. That's fine. That's not a problem. We can help you with that. That's not a problem. Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Just a moment, I'm getting that keyed in all the information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is the January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII], um, I am ready for that, I mean, the, um, that credit card when you're ready.
[CUSTOMER][NEUTRAL] Yes, I'm sorry. Is it only, does it have to be only through credit card or can I provide you um checking information?
[AGENT][NEUTRAL] I can't do the checking information.
[AGENT][NEUTRAL] Um, but let me, I can tell you that your group is not in any danger and just because we didn't receive it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yesterday, it's not a problem. Um, you do have a 30 day grace period. So if that makes you feel better and once we get the information updated on our.
[AGENT][NEUTRAL] Online, um, and you register you would be able to pay it that way and put in your checking information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I would like to do that.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] It was, was there any extra fee using the card?
[AGENT][NEUTRAL] Uh no, ma'am, there's not.
[CUSTOMER][NEUTRAL] Uh, um.
[AGENT][NEUTRAL] But I mean, like I
[AGENT][POSITIVE] I mean, you're good.
[CUSTOMER][NEUTRAL] I would try, I would like to try to get that access first. I'd like to print out the confirmation either way, I guess it's just a preference thing. So sorry.
[AGENT][NEUTRAL] Right, I get that. And, and it does, and it will ask you that. So, um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] [PII], let me get your email address just in case I can get this taken care of faster.
[CUSTOMER][NEUTRAL] Oh, OK. No problem. So it's pretty long. It's going to be [PII], my [PII] [PII] and it's gonna be the name of the company Ela Canarris and Restaurants, not gonna be the corporate name but it's [PII].
[AGENT][NEUTRAL] OK, and that's [PII].
[CUSTOMER][NEUTRAL] I don't know if you can see it there, but I can, I can, I can word it for you if you like.
[AGENT][NEUTRAL] I've got it right here. I just want, so, so it's not [PII] it's just [PII].
[CUSTOMER][NEUTRAL] No, no, no, it's [PII] [PII].
[AGENT][POSITIVE] I got it. All right. Well, I certainly appreciate that and I'll see what I can do about getting this. And once it's added and everything else, once you're, um, it's updated, you will get a confirmation letting you, I mean, letting you know that that has been taken care of.
[AGENT][NEUTRAL] And has been updated so then you would be able to go online and register.
[CUSTOMER][POSITIVE] OK, OK, great.
[CUSTOMER][NEUTRAL] OK, no problem. Yes, so the fir I already have the user guide on how to finish, um, how to register once my email is added. I just want, um, someone will confirm with me via email that my email has been added.
[AGENT][POSITIVE] Correct, correct, that you're supposed to be the main person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Kenya
[AGENT][NEUTRAL] I know I butchered that name again.
[CUSTOMER][POSITIVE] No, no, you said it right, it's perfect.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so that will be the secondary insu I mean, um.
[AGENT][NEUTRAL] Is that the secondary person that's gonna be contact?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, now, OK, since you're supposed to be the um main contact Genesis, now once you register you can also go online and it where it it there's a spot that says manage users you would be able to add [PII] on there as well as a user so they would have their own login information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it's always good. I mean, it's not bad to have two people so in case you can't, they can, but you would have the main access you would be the only one that could add or delete anybody.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] As as users to uh for the portal.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So, OK. Um, is there any anything else that I can help you with?
[CUSTOMER][POSITIVE] No, at this time you, you were very helpful. I'll just wait for the access. Um, do you, do you know more or less how long does that, does that take?
[AGENT][NEUTRAL] Uh, it depends.
[CUSTOMER][NEUTRAL] I, I've been on this topic since the beginning of this, of this month, that's why I thought I just tr[PII] to, trying to get the ball rolling on it.
[AGENT][NEUTRAL] OK. I'll see what I can do as far as um the documentation and everything. And once I get that documentation, we can take, we, we can go from there and I'll see what I can do, but I'll.
[AGENT][NEGATIVE] I'll see if I can't get this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since you have been going back and forth.
[AGENT][NEUTRAL] And if I knew who you talked to, that might, I mean, that would help, but that's, that's not an issue.
[AGENT][POSITIVE] I can get that taken care of for you though. We'll get it, we'll get you straight.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome, [PII]. Again, is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that would be all. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] You too, take care.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] What