AccountId: 011433970860
ContactId: d98bc74c-4525-4663-8180-147f6d208be7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 952030 ms
Total Talk Time (AGENT): 324577 ms
Total Talk Time (CUSTOMER): 499924 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/d98bc74c-4525-4663-8180-147f6d208be7_20250403T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. My name is [PII], and we have, I'm with um TDW Company or Dean um policy, and I'm just wondering how do I set it up? I'm trying to get online but it won't accept my my information and I'm wanted to know how I can get online so that we can pay the bills online.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the online service center, ma'am. um, can I please get your group number first?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, it's 26765.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Can you please verify the physical address for your group for me please, Ms. [PII]?
[CUSTOMER][NEUTRAL] They have it as a [PII].
[AGENT][POSITIVE] Thank you. I appreciate that so much.
[CUSTOMER][NEUTRAL] And we're under the TDW company, the LLC, um, doing business as, uh, they have G and the letter G and A. I'm not quite sure what that is. It should be it should be G the end symbol G, and then Marine, so I don't know if that's what's listed on on your end.
[AGENT][NEUTRAL] No, ma'am. Um, we have, uh,
[AGENT][NEUTRAL] A different person on there as the contact person so what um yes so what will need to be done is uh an email will need to be sent to the care team email address do you have that?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I do not. What is that email address?
[AGENT][NEUTRAL] OK, I'm gonna give it to you in just a 2nd. 1st, Miss [PII], can I get your callback number just in case our call gets dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. OK, so the email address is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, I'm gonna read this back to you too. OK, so it's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. OK, so email will need to be sent saying to add you in uh as a contact person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um you'll be able to set up the online service center um you'll go in as a new user and then you'll choose that you are group manager.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, now I know that um [PII] in the main office, she said she added my email address to the system, but yet when I go on to the website and actually I'll tell you what, I'll tell you what I get, hold on just a second, let me get it in there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get in there too.
[CUSTOMER][NEUTRAL] My computer is.
[CUSTOMER][NEUTRAL] OK, hold on just one moment and let me.
[AGENT][POSITIVE] Yes, go ahead and take your time.
[CUSTOMER][NEUTRAL] OK, so when I went in to go sign in I went in and signed on as a new user correct?
[AGENT][NEUTRAL] Right, you're gonna sign in as a new user and I do see that you're you're added in the account information, Miss [PII]. I do see that you're on there, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so now out of the best roles which ones do I pick then I guess I'm an employer or group who offers APL to our employees is that the one I select?
[AGENT][NEUTRAL] You go in and, mhm.
[AGENT][NEUTRAL] Well, in order to make changes in the online service center, you would have to be, uh, manage your status.
[CUSTOMER][NEUTRAL] Well I'm not well I was just saying I'm not making any changes. What I would like to do is be able to access online so that because for whatever reason we have uh uh uh an outstanding statement for whatever reason our bank keeps kicking it back so I want to be able and I know that um you can pay online but I can't get online even though she has registered my email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] So you'll go in if you're not going to be the administrator then you're gonna go in.
[AGENT][NEUTRAL] Um, choose the option just told me that you um have employees with APL insurance.
[CUSTOMER][NEUTRAL] OK, so the, so I go, I collect as a new user, OK.
[AGENT][NEUTRAL] I do notice.
[AGENT][NEUTRAL] Yes, and I do see that um the online service center and this this may make a difference um it has your PO box and your physical address both in there um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right, right, that's, that's our physical address, that is correct, yes, yeah, for [PII], yes.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yes, I'm sorry, I said it the wrong way. OK.
[CUSTOMER][NEUTRAL] That's OK, yeah, because when I, when I look at our, when I looked at the statement that she sent me, it's got the [PII] address but we're actually in, we're not in [PII], we're actually physically in [PII], so yeah, so um so what so like I said when I went online went into APL to log in I went new user I selected I am an employer or group who offers APL products to our employees I highlighted that.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] But now I typed in the group number so should I be and I've tried both the Harvey address as well as my local address and it will not it it doesn't so I can't get past that screen to set myself up as a user.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like you might already be set up, Ms. [PII]. I'm looking, um, I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I looked in and it looks like you should go in as [PII].
[AGENT][NEUTRAL] All lowercase.
[CUSTOMER][NEUTRAL] Oh, that's my username? OK, well, I, I'm glad I called because I was not told that. So it's [PII], OK, as my username. Alright, well I'll try that. Let's try and you said all lower case, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am, it's all lower case and I do not see um we can't see the password.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, so I guess I'll have to reset my password then, yeah, OK, so let's see, enter my username.
[AGENT][NEUTRAL] So I'm not sure what, right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then hit next.
[CUSTOMER][POSITIVE] And then, OK, there is primary phone number, there's my email. Alright, so let's see if I get an email. Well, I'm kind of glad I called because I didn't even know that I that I already had an account.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, and it says the primary phone number um you'll either get a text or an email to be able to change your password to reset it and I'm gonna stay.
[CUSTOMER][NEUTRAL] Yeah, the primary phone number is our is our landline and we don't we don't get text messages so I, so I selected my email address and I'm just waiting for that to come across oh here it is OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] 14.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Now I gotta think of a new password and what do I so OK, so there are stipulations alright so let's see um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] And it's very ticky.
[CUSTOMER][NEUTRAL] I'm gonna write this down because I know I will forget.
[AGENT][NEUTRAL] And you won't need to send that email now that we saw that she added you in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so let's see if that will let me.
[CUSTOMER][NEUTRAL] OK, it doesn't.
[CUSTOMER][NEUTRAL] I'm getting a little.
[CUSTOMER][NEUTRAL] Let's try this again.
[CUSTOMER][NEUTRAL] Didn't
[AGENT][NEUTRAL] If it won't let you in, I can reset it from here and make up a password and then give that to you and then you can use it and then go in and reset it.
[CUSTOMER][NEUTRAL] Yeah, let's see if it all.
[CUSTOMER][NEUTRAL] And her username and password. OK, so let me see if it will.
[CUSTOMER][NEUTRAL] I don't know if it's saved or not, but I'm gonna try.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Says submit.
[CUSTOMER][NEUTRAL] Yeah, oh, OK, so let's see.
[CUSTOMER][NEUTRAL] Now create your account. OK, so it's asking me to create my account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 1.
[CUSTOMER][NEUTRAL] next.
[CUSTOMER][NEUTRAL] Thinking
[CUSTOMER][NEUTRAL] OK, APL's banking information, ACH payment address and claims, OK.
[AGENT][NEUTRAL] Are you in?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Looks like I am in.
[AGENT][POSITIVE] Yay, good deal.
[CUSTOMER][NEUTRAL] OK, so now since we've been having issues with the ACH for whatever reason, the bank has been kicking it back. I don't know, we have a thing called positive pay. Is there a way to not do an ACH transaction? Is there a way for me just to physically just go online and pay it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's only paid through the online service center uh and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I may, um, and you can also call in your payment too over the telephone if you ever wanna do that, uh, group billing handles that if you ever wanna do that but you'll have to pay through the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's and that's and I can register at that secured at [PII] [PII] correct?
[AGENT][NEUTRAL] Right, which is what you're in now.
[CUSTOMER][NEUTRAL] Oh, is what I'm in now. OK, alright, I got you. OK, so, alright, OK, so that makes, so there is an invoice, OK, so I'm looking at invoice number.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] So in looking at the system.
[CUSTOMER][NEUTRAL] It looks like I've got two invoices for 180 30 each or do I just have one that is due? I'm kind of confused. Let's see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have no submitted invoices.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Now if you need further help, I can get.
[AGENT][NEUTRAL] Billing department on the phone with you and they can go through your invoices with you if you would like that that help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, that would, that would definitely help because I'm looking here, yeah, it looks like.
[CUSTOMER][NEUTRAL] OK, it looks like I cannot pay these online.
[CUSTOMER][NEUTRAL] Hm interesting payment account let me.
[CUSTOMER][NEUTRAL] OK, so I see what they did. They have set it up for auto pay. Yeah, I'd like because I mean because I don't know if this is gonna continue having issues with the bank kicking this back. I don't know why. So I, um, but yeah, I'm looking at the information.
[AGENT][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I can't tell.
[CUSTOMER][NEGATIVE] What's do and how, and I guess maybe I can't pay these online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And and then they may even be able to help you um with the notice that came back as to why it was kicked out of the bank they may be able to see something on their end as far as that too to help you with that also so you kinda have an idea.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that an idea of what, yeah, it's definitely our positive pay for whatever yeah and why they kicked it back I don't know um so but I'm looking I've got two invoices here but I don't know.
[AGENT][NEUTRAL] Uh, of what's happening.
[CUSTOMER][NEUTRAL] If we owe two invoices or if it's just this one and but yeah, it does not look like I can actually set up to pay online and I don't know if maybe they can help me um as well so but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, they should be able to help you.
[CUSTOMER][NEUTRAL] All right, [PII], if you will.
[CUSTOMER][POSITIVE] OK perfect thank you if you would um transfer me to the accounting department that would be wonderful.
[AGENT][POSITIVE] OK, alright. Well, Miss [PII], I hope you have a wonderful day and we appreciate you calling APL and I'm glad I was able to help you get in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, yes, ma'am. Thank you so much. I appreciate it.
[AGENT][POSITIVE] We appreciate you too thank you for calling APL.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Ms. [PII] on the phone and she's with group number 26765.
[AGENT][POSITIVE] And she has questions about some invoices and she also has questions about her automatic bank draft coming out um she's in the online service center I did help her get in there and she's been completely verified and the number she's calling from is a good callback number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, for TDW company.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Because she's not a contact on file.
[AGENT][NEUTRAL] But she is for the online service center.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][NEUTRAL] OK, thanks [PII], bye bye.