AccountId: 011433970860
ContactId: e4aa7689-f6e9-4bec-a1a4-a88d6300c901
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 597039 ms
Total Talk Time (AGENT): 292359 ms
Total Talk Time (CUSTOMER): 238369 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/e4aa7689-f6e9-4bec-a1a4-a88d6300c901_20250604T14:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm an agent in [PII]. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Good, one of my groups is changing their corporate checking account at the end of the month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I wanna provide the administrator the easiest method of them.
[CUSTOMER][POSITIVE] Uh, checking, uh, changing the bank information with APL so that their premiums, uh, are seamless.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Um, is it best for the administrator to call in and do it, or is it best for them to log it?
[AGENT][NEUTRAL] Um, I would say that they need to probably email the information over to us for the change. Let me see if we have, hold on just a second. I wanna see if we have a form for that. Give me just a second.
[AGENT][NEUTRAL] You probably have a
[CUSTOMER][NEUTRAL] Some of the companies use a portal and some using a phone number, you know, like Humana, their, their health, they they they they just you call it in so um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't think we have that option just yet, um, so let me just check real quick hang on just a second, so they're wanting to change their
[AGENT][NEUTRAL] Sure, so, OK, for their billing, yeah.
[CUSTOMER][NEUTRAL] The checking the checking account that they use for their billing.
[AGENT][NEUTRAL] Right, exactly. Hold on just one second.
[AGENT][NEUTRAL] Thought we had a form.
[CUSTOMER][NEGATIVE] Seems like emailing information over wouldn't be that secure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And to see if we have another way for them to transmit it. Give me just one second.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me put you on hold. I'm gonna call our billing team real quick. Bear with me just one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] Broker Resources. I have a quick question. Um, if a broker, if a, no, I'm sorry, if a group needs to update their bank information with us, how do they normally do that? I mean, do they need to do that because they're bringing, they're sending funds to us, right, for their bill.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like as far as they send ACH, is that, is that what they're referring to then they would need to update that with their bank or like they would need to update that on their end. There's nothing that we can do if they, yeah.
[AGENT][NEUTRAL] Yeah, yeah, cause, right.
[AGENT][NEUTRAL] OK, so then.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] Right, because, because we're not taking money out of their account, they have to electronically send it over to us, right, like a funds transfer to us and we don't have anything that they.
[CUSTOMER][NEUTRAL] Correct. Yes, but if they
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If they uh pay on our online service center they can update it there but if they send in an ACH that's something that they would have to do with like on their end with their.
[AGENT][NEUTRAL] OK, so they can.
[AGENT][NEUTRAL] OK, so there he's asking how they update it on our records. So do we need to have their bank information on file on our end from the bank that we're receiving the funds from?
[CUSTOMER][NEUTRAL] New banker
[CUSTOMER][NEUTRAL] What is the group number? Let me look.
[AGENT][NEUTRAL] No, hang on just a second, let me, uh, hold on just one second. Let me, or I'm gonna put you on hold for just a second. He didn't give me that. Give me just one second. He was asking me a generic question, so give me just one second. I apologize.
[AGENT][POSITIVE] Oh goodness gracious, let's see.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What group is this for?
[AGENT][NEUTRAL] Do you have the group number?
[CUSTOMER][NEGATIVE] This is for, I do, I should have given this to you 18948.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 48. OK, let's see. South Florida. OK, just one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, sorry about that. It's group 18948, South Florida boiler and gas.
[CUSTOMER][NEUTRAL] You want
[CUSTOMER][NEUTRAL] 8. Alright, let's see. Alright, so.
[CUSTOMER][NEGATIVE] Oh la la la la. Oh, that's not what crap.
[CUSTOMER][NEUTRAL] from
[CUSTOMER][NEUTRAL] 18948.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Stop chewing on that little boy, um.
[CUSTOMER][NEUTRAL] It looks like they've been no 18948 group has lapsed.
[AGENT][NEUTRAL] 189
[AGENT][NEUTRAL] Yeah, some of these are.
[CUSTOMER][NEUTRAL] And it's been lapsed since [PII].
[AGENT][NEUTRAL] Some of these stay on renewal. Hang on just a second. I'm sorry, that's what he gave me, so give me one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You said group 18948 South Florida?
[AGENT][NEUTRAL] Boiler, is that right?
[CUSTOMER][NEUTRAL] OK, so it's, it's called um.
[CUSTOMER][NEUTRAL] It's called Hoex USA.
[AGENT][NEUTRAL] OK hang on let me get to another screen.
[CUSTOMER][NEUTRAL] And the group number is 18949.
[AGENT][NEUTRAL] Uh, 18949. OK, that's why, OK, because it came up with something completely different.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] You're fine. Let me just pull this up, make sure it comes up whole XSA. OK, one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, yeah, he gave me the wrong number. 18949.
[AGENT][NEUTRAL] Oh sorry, sorry.
[CUSTOMER][NEUTRAL] That's me.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] OK, 18949.
[CUSTOMER][NEUTRAL] Polis USA.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah it looks like they've been paying this on our online service center so if that's the case one they probably need to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to see my other.
[AGENT][NEUTRAL] They're gonna have to re-register, so it's gonna be good. Mhm. OK, no problem. Mhm.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] And then they'll probably have to um.
[CUSTOMER][NEUTRAL] Reenter the information anyway so they can update it there or not update it but enter the correct information.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, so they can do it online once they get logged in. OK, I'll just tell him that that'd be less secure anyways. OK, thank you so much. I appreciate it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You're welcome. No problem.
[AGENT][NEUTRAL] Uh bye bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, so she said the most secure way to do it is online and I don't, so the other thing I need to let you know about is we updated our online service center recently, so they're gonna have to re-register. I don't know if they've done that yet. Um, I have I have [PII] as the group contact, so he'll have if he's still the group contact he'll have to go and re-register.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] With his email address that we have, it's [PII]. OK, so he'll need to go out there and re-register as a group. I don't have you done yours yet? Have you reregistered yet your account?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, I, I did, I did mine. It's, it's, it's a little tedious. It's um it's, it's, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is, it is.
[AGENT][NEUTRAL] If you want me to, I can send an email with instructions to you and CC him on that if you want. I don't know if you wanna give him a heads up, um, but I can get like give screenshots of what they need to do and a user guide that I can attach as well for them so it tells them the things that they can do once they get inside there, but they can update the bank information on there that's the most secure way to do it.
[CUSTOMER][NEUTRAL] So they can't do it by telephone or they can't uh fax over information?
[AGENT][NEUTRAL] We won't take it by phone, right? Um, well, I mean, yeah, we do have a fax. I can give you the fax number.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] So she can so the office can write down a statement and do it by fax?
[CUSTOMER][NEUTRAL] Because they don't typically log on to the system. I, I do all of the changes for them.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] I mean, mainly, so we're not.
[CUSTOMER][NEUTRAL] Although although they might log in they might log they might log in to do.
[AGENT][NEUTRAL] She said they've been paying their bill online. She did verify they've been paying their bill online, so she said that where they would update it, mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Which means they, which means they have to go, which means they have to go into the new system to do that.
[AGENT][NEUTRAL] Mhm, yes, of course, yes, they won't be able to do it in the old system, so if that's how they've been paying their bill, which is what she verified when I talked to her, then they'll need to get, they won't be able to get in to pay their bill or review their billing statements or anything online it's how they re-register their account.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So if you will email me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With a copy to.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Because I don't know if he does it or if his assistant does it with his credentials, right? But and copy [PII] and say this is what's necessary to update the online system, make billing changes and account change yeah yeah that would be great.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] To pay your bill, yeah. OK. Yeah, exactly. OK. OK, and I've got you as [PII], is that correct?
[CUSTOMER][POSITIVE] Perfect. That's perfect.
[AGENT][NEUTRAL] OK, OK, give me a few minutes and I'll get this over to you and let me know um if they have any problems just let me know OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] You're most welcome. Have a great day.
[CUSTOMER][NEUTRAL] Hey
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.