AccountId: 011433970860
ContactId: e3c78da1-924c-4139-a54e-050f401576c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 944349 ms
Total Talk Time (AGENT): 310657 ms
Total Talk Time (CUSTOMER): 337091 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/e3c78da1-924c-4139-a54e-050f401576c5_20250616T17:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ETL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. I am calling uh.
[CUSTOMER][NEGATIVE] To try to see how to log in and figure out um my if I have any past due invoices or anything I've been trying to get logged in and and for some reason even though I've put forgot password it's not allowing me to.
[CUSTOMER][NEUTRAL] To get logged in so maybe you can help me.
[AGENT][NEUTRAL] Yes sir, we have.
[AGENT][NEUTRAL] Yes sir, I apologize. I mean to interrupt you. We have launched a new site and in order to access that site you have to re-register. Have you tried that lately?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so I can send you a um instructions on doing that but um you just have to register a new account in order to access the new site and you should have everything that was available on our old site.
[CUSTOMER][NEUTRAL] OK, OK, but in the meantime, could you just, just check for me and see if there's anything going on?
[AGENT][NEUTRAL] I can, yes, sir.
[AGENT][NEUTRAL] What is your group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, that is a great question. The only thing I have right now is the username that we selected and the company name, Florida Wellness and Rehabilitation Center.
[AGENT][NEUTRAL] Alright, let me look it up by that name. Let's see.
[AGENT][NEUTRAL] Because Florida could be done in so many different ways, it might take me a second. Let's see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And just to make sure I have the right one, can you give me your physical address and phone number?
[CUSTOMER][NEUTRAL] Oh, good question. Uh, so the phone number for the company [PII]. My personal phone number is [PII].
[CUSTOMER][NEUTRAL] And then the location, we have multiple locations so I would say the.
[CUSTOMER][NEUTRAL] The administrative office is [PII].
[AGENT][NEUTRAL] Yes sir I have that and it was the phone number that you gave me first was I guess the main number that's the one that we have on file OK so now that I have that.
[CUSTOMER][NEUTRAL] And then we have
[CUSTOMER][NEUTRAL] OK, yeah, that's the office number, but if you would, if there's any time that you guys need to call me, it'd be better to call me on the cell phone number because.
[CUSTOMER][NEUTRAL] Um, in the office, they, I'm not, I travel around and they they take a message and sometimes I don't get it.
[AGENT][NEUTRAL] OK, so in order for me to change anything on your contact information I would just need you to shoot me an email and um I can update that way. I just need a paper trail that you had made that request, but I'm looking at your open invoices and it looks like you do have May and June's invoices that are open at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, yeah, and since I couldn't log in and I was trying to call my um agent representative, he actually passed away, so now I don't have.
[AGENT][POSITIVE] Oh, I'm so sorry to hear that.
[CUSTOMER][NEUTRAL] Yeah, I, me too. Uh.
[AGENT][NEUTRAL] Was it Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, Mr. [PII].
[AGENT][NEUTRAL] Oh my word.
[CUSTOMER][POSITIVE] Yes, that, that is correct, yeah, oh, that's right, you would have it there on the um.
[AGENT][NEUTRAL] Yes, yes, sir, sorry.
[CUSTOMER][NEUTRAL] I guess on all the paperwork. I was like, how did you know that? Yeah.
[AGENT][NEUTRAL] I didn't mean to freak you out.
[AGENT][NEUTRAL] So I can, are you in front of a computer? I can walk you through getting on to uh our new site if you need to.
[CUSTOMER][NEUTRAL] Yeah, uh, yeah, yeah.
[AGENT][POSITIVE] Or I could actually take the payment by phone with the card, whichever you'd prefer.
[CUSTOMER][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Um, let's do that just to get caught up with the, uh, by phone with a card and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From there we can um.
[CUSTOMER][NEUTRAL] I don't even know if I had it set up with a bank account or not. Did I have it set up like for unfortunately you guys didn't allow me to do like auto pay which would have been great but.
[AGENT][NEUTRAL] Right, we don't, we don't offer that just yet.
[CUSTOMER][NEUTRAL] I was told I have to log in.
[AGENT][NEUTRAL] But if you give um [PII] is part of National Agency uh solutions which is uh a broker and if you shoot them an email that might be possible um but we don't.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Necessarily offered at this time.
[AGENT][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] OK. OK, so.
[AGENT][NEUTRAL] I do see that you had uh your banking information on the old account so yes sir it would be on there once you create the new one.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just log in here so I can take that card, let's see.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Were you wanting to pay both invoices?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, 64099 each.
[AGENT][NEUTRAL] So it looks like it'll be $1,281.98.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] Just gonna put in the information for.
[AGENT][NEUTRAL] The invoices, let's see 639-1336.
[AGENT][NEUTRAL] And 638-8762.
[AGENT][NEGATIVE] Oh dear.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] All right. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, the expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Once I have this processed I'll have um an authorization number for you but I can also send it to your email address we have on file.
[CUSTOMER][NEUTRAL] OK, that'd be easier.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, got that coming your way.
[AGENT][NEUTRAL] So when you do go to set up your new account on our new online service center, the information that you put on there, you only need to put in the necessary information, the ones with the little asterisks, but it'll have to match what we have in our system and until you send that email about changing the phone number, it's gonna be that [PII] number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So where do I go because I, I just go to a site that's asking me for my email and password that's it so every time I put it in it wouldn't take it.
[AGENT][NEUTRAL] So yes sir when you go to the site, create a new account.
[CUSTOMER][NEUTRAL] So where am I going online service center.
[CUSTOMER][NEUTRAL] Oh, create your OSC account, OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] There we go and now I put in what group I guess.
[AGENT][NEUTRAL] You're the group, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next group number, oh, I don't know my group number.
[AGENT][NEUTRAL] Oh, that's OK. I have it. It is uh 6 I'm so sorry now 26862.
[CUSTOMER][NEUTRAL] 26862. OK and zip code is [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Phone number you have [PII].
[CUSTOMER][NEUTRAL] C is Homestead.
[CUSTOMER][NEUTRAL] And state is here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] An email on record is mine.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Complete your account set up, OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Let's see what my old password was. Do I, can I use my old password or does it have to be?
[AGENT][NEUTRAL] Um, I don't see any reason why you couldn't. I haven't encountered anyone not being able to, but I haven't necessarily known that that's what they were gonna do.
[CUSTOMER][NEUTRAL] New password
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] That it.
[CUSTOMER][NEUTRAL] Almost done. I just gotta put in this little.
[AGENT][POSITIVE] No problem, I'm here if you need any help, that's all.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And my.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] You're having trouble?
[CUSTOMER][POSITIVE] Yeah, um, yeah, I think, I think, oh, here we go, got it.
[CUSTOMER][POSITIVE] It took it. OK, I agree to use terms I agree policy boom.
[CUSTOMER][POSITIVE] I think I am good now let's see if I can log in.
[AGENT][NEUTRAL] Now those invoices will still be showing open. I just have to process them, so that's why they're gonna show that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I would like to walk you through um how to pay it.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Once you get in there.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh there we go.
[CUSTOMER][NEUTRAL] 196.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh my group.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Dashboard research center manage users, so it's kind of giving me like a little overview.
[AGENT][NEUTRAL] Yeah, so on your left you'll have a a button it's called my group if you go there.
[CUSTOMER][NEUTRAL] And now I'm in and.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You'll see where it says invoicing on a tab on that screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says invoicing yes.
[AGENT][NEUTRAL] Once you have that open, you'll wanna click on, you're right, that's the two that you just paid, so we're not gonna go through the whole process but click on one of those invoices.
[CUSTOMER][NEUTRAL] Yeah, and it shows 2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And at the top I believe it is it will give you the um option to submit and once you hit click you click submit you just go through the option of how you would like to pay.
[CUSTOMER][NEUTRAL] So right now it's.
[CUSTOMER][NEGATIVE] Got and unable to find the invoice you're looking for this error persist. I don't know why.
[AGENT][NEUTRAL] You might have to go out and back into that.
[CUSTOMER][NEUTRAL] Maybe because it's being processed.
[AGENT][POSITIVE] They're working out the glitches.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, but I do see how it is so you go to invoice and then you would click on that invoice number and it would bring it up and then it would give you an option to pay it right there.
[AGENT][POSITIVE] Yes sir, I'm gonna send you a user guide that's just gonna show you the different options that you could do if you have to make any adjustments of any kind like there's a terminated employee or just a change coverage or whatever the case may be. I'll send you this user guide so it gives you step by step instructions.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Was there anything else I could help you with while we're on the phone?
[CUSTOMER][NEUTRAL] All right, OK.
[CUSTOMER][NEUTRAL] I think we're good for now um I don't know if there's anything we have to do with the um.
[CUSTOMER][NEUTRAL] The other um
[CUSTOMER][NEUTRAL] With the fact that the JR is no longer with us, I don't know if there's something that you guys do on your end or.
[AGENT][POSITIVE] Oh yeah, I'm gonna let um I think NAS National Agency solutions will.
[CUSTOMER][NEUTRAL] How that gets handled.
[AGENT][NEUTRAL] I think it's on their side that they have to do something, but I'm definitely gonna let um my manager know that we have lost Mr. [PII] and I'm not sure how that needs to be handled, but I will definitely make sure that they're aware of it.
[CUSTOMER][POSITIVE] OK, sounds good all right thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Yes sir thank you thank you for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] And this is
[CUSTOMER][NEUTRAL] Yeah, let me just one last thing, it's usually due on the what date is it due so I can.
[AGENT][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, so I gotta put it on my calendar so I can.
[CUSTOMER][POSITIVE] Take care of these uh.
[AGENT][NEUTRAL] And you should receive an email. It might go to your junk or spam folder, but you should receive an email when a new invoice is generated.
[CUSTOMER][NEUTRAL] The date and then
[CUSTOMER][POSITIVE] OK, sounds good. Thanks once again. Have a great day.
[AGENT][POSITIVE] Yes sir you as well thank you for calling ATO bye bye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.