AccountId: 011433970860
ContactId: e9b706bb-3ae5-48b1-a079-522eb331b241
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1005859 ms
Total Talk Time (AGENT): 325362 ms
Total Talk Time (CUSTOMER): 628553 ms
Interruptions: 13
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/e9b706bb-3ae5-48b1-a079-522eb331b241_20250324T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. How are you doing?
[AGENT][NEUTRAL] Oh, how about yourself?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. Um, I have a group admin on the phone. She is not the uh contact person.
[CUSTOMER][NEUTRAL] Um, but she already went ahead and verified everything for the group. Um, she is having issues accessing the online service center.
[AGENT][NEUTRAL] What's that group number?
[CUSTOMER][NEUTRAL] Is that something you can help her with?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Um, her name is [PII], and the group number is 80125.
[AGENT][NEUTRAL] What's the, what's the group number?
[AGENT][NEUTRAL] OK, so she's trying to set it up, huh?
[CUSTOMER][NEUTRAL] Mhm, yes, she said um they already have the email and everything that they plugged in but um they're not receiving the email confirmation.
[AGENT][NEUTRAL] Yeah, she's got the information she's entering in doesn't match what we have.
[AGENT][NEUTRAL] So, um, yeah, just go ahead and send her on over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] No problem. Have a good day, love.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. How are you doing this Monday morning?
[CUSTOMER][POSITIVE] I'm doing, I'm doing good thank you um so I don't know if she filled you in.
[AGENT][NEUTRAL] Yes ma'am, she let me know that you're trying to set up the uh online service center.
[CUSTOMER][NEUTRAL] So the group is trying.
[CUSTOMER][NEUTRAL] Yes, that's correct that's correct they're trying to um go in there so that they can go ahead they they they're fairly new comp uh groups, so they're trying to go into, you know, pay their invoices and um there's, there must be some step they're missing because um she says it looks like they set it up but they didn't maybe did miss that uh user name uh step. I don't know if that's what's going on.
[AGENT][NEUTRAL] Well, it does say that it's pending. It says no identity manager status, and I'm thinking maybe it's because not all the information was entered in properly. It has to match exactly what we have in our system in order to set up, um, [PII] said that she verified everything with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I did send that.
[CUSTOMER][NEUTRAL] Yes she did. The only, the only difference um that uh that she noted um which I can't, I don't think I can let me see if I could see it on my end on the system. I don't think I could see it on my end of my system in the system, but she says the only thing that she sees that is inconsistent is that you guys don't have their suite number which is 204.
[CUSTOMER][NEUTRAL] Uh, the address is the address matched.
[AGENT][NEUTRAL] OK, yeah, so I don't know that that's gonna be something that matters on the set up because you don't have to put in a suite number, yeah.
[CUSTOMER][NEUTRAL] I don't know if they
[CUSTOMER][NEUTRAL] I think, mhm.
[CUSTOMER][NEUTRAL] I don't think so either.
[CUSTOMER][NEUTRAL] Right, right, yeah, because I use I sent him everything. Hold on one second, I just wanna verify because I sent him everything that he usually asks, which is the group number, the zip code, the phone number, the email, and then the state. That's all that it requires, um.
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] Apparently he's getting to the point where it's supposed to send um a confirmation code or something to his email but the email isn't coming, isn't arriving.
[AGENT][NEUTRAL] Right, that's, it's gotta be something with the information that's not coming, it's like not matching. um, would you, uh, would you give me his email address?
[CUSTOMER][NEUTRAL] Do you, are you able to see?
[CUSTOMER][NEUTRAL] OK, give me one second, let me just verify.
[CUSTOMER][NEUTRAL] Yes, absolutely. It's [PII], last [PII].
[CUSTOMER][NEUTRAL] [PII] and then the word [PII].
[AGENT][NEUTRAL] Yeah, that matches, so.
[AGENT][NEUTRAL] And we're using the zip code [PII]?
[CUSTOMER][NEUTRAL] I know it's so strange.
[CUSTOMER][NEUTRAL] Correct now I gave him the number exactly how it appears in the system without the dashes. Should I give him it with Will it ask for the dashes might that be the issue?
[AGENT][NEUTRAL] You're talking about the phone number?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] It's, it's, it's separated the spaces, um, the way it appears on the screen, it's separated by the dashes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And he's using [PII]?
[CUSTOMER][NEUTRAL] I don't know what's going on
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't know. I just don't know.
[CUSTOMER][POSITIVE] Yeah, I sent him exactly everything.
[CUSTOMER][NEGATIVE] It's so strange.
[CUSTOMER][NEUTRAL] Um, hm.
[AGENT][NEUTRAL] For as as far as that address though, if you could have either if we could get you to send an email or him to send an email letting us know if the correct address with the suite number, we'll need to have that paper trail, yes ma'am, and uh we get that corrected in our system.
[CUSTOMER][NEUTRAL] I'm wondering
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] To care team.
[CUSTOMER][NEUTRAL] Abs absolutely.
[AGENT][NEUTRAL] But I, it does show that the attempt was started, but
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks to me like what's being entered isn't the same.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, uh, I don't know it could be, OK, see, OK.
[CUSTOMER][NEUTRAL] OK, let me let him know that.
[CUSTOMER][NEUTRAL] I'm gonna resend him because I'm sure to send them.
[CUSTOMER][POSITIVE] exact information.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because even though it's their information, sometimes, you know, there's a way people write things shorthand or whatever. So I'm always like, please put in these details exactly as you see them here. Uh.
[AGENT][NEUTRAL] Yeah, sometimes.
[AGENT][NEUTRAL] And sometimes we'll have like a PO box for the mailing address and then their billing address will have the different zip code because it's their physical and they they're using the wrong zip code usually that's what it is but it's not the case here so.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, now I gave again I it's the phone number because I'm giving him the phone number without the spaces or dashes should I just give it to him with dashes and try it that way?
[AGENT][NEUTRAL] Yeah, that would, yeah. Yeah, that would be fine. I mean, either way.
[CUSTOMER][NEUTRAL] OK, OK, because maybe that's what it is.
[AGENT][NEGATIVE] It shows up on the, the, um, on the site it shows like 3 different boxes with the dashes separating it so I don't feel like that would be the issue.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's just weird because everything else seems right. Group number 80125, group number 80125.
[CUSTOMER][NEUTRAL] [PII] uh huh 1201. The email is correct and it's [PII]. I don't know what it is [PII] correct is the zip code?
[AGENT][NEUTRAL] That's what we have and forgive me, but that is [PII], right?
[CUSTOMER][NEUTRAL] Uh, that you have? OK.
[CUSTOMER][POSITIVE] Correct, that's my, yes, yes, yes, don't even worry about that.
[AGENT][NEUTRAL] OK, just wanna make sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Listen
[AGENT][NEUTRAL] Well, you just never know at the post office.
[CUSTOMER][NEUTRAL] Sometimes I hear zip code that I know where it's by but like nope and down here.
[CUSTOMER][NEUTRAL] You know, they keep, they keep switching things around so you know some some areas have been, you know, renamed, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][POSITIVE] And and split up little sub thing so they it's constantly OK uh ingressive uh ingressive sacamentolosi OK.
[CUSTOMER][NEUTRAL] Mm, right, I just sent him so hopefully this will work.
[AGENT][NEUTRAL] So it is [PII], correct?
[CUSTOMER][NEUTRAL] I don't know. I can't really figure out.
[CUSTOMER][NEUTRAL] Correct, then the word [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Oh dear, I don't even know.
[CUSTOMER][NEUTRAL] Looks fine. I even sent him. I'm like, does this look cause maybe I'm, I'm not seeing something that's wrong, but.
[CUSTOMER][NEGATIVE] Maybe it is the dashes. I don't know, sometimes these systems are so picky.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It's the only thing I could think of.
[AGENT][NEUTRAL] Let me look at one more place on my system. Let's see 80125.
[CUSTOMER][POSITIVE] Sure, yeah, whatever we can try to figure out and then in the meantime, let me send the care team.
[AGENT][NEGATIVE] And oh no, that's not right. Oh, it looks like we do have the suite number in our system, maybe [PII]'s corrected that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, do you do?
[AGENT][NEUTRAL] Yeah, it's 204.
[CUSTOMER][NEUTRAL] She said she was going to, so, OK.
[AGENT][NEUTRAL] OK, yeah, that's what usually we need something that, yeah, well, no, because it'll, well, if she didn't ask for it, it's fine. Yeah.
[CUSTOMER][NEUTRAL] Send something or?
[CUSTOMER][NEUTRAL] It'll confuse them. OK, let's not do that. OK, excellent.
[AGENT][NEUTRAL] Schools VR Construction 33155.
[CUSTOMER][POSITIVE] OK, one less thing to worry about.
[AGENT][NEUTRAL] 305302. I was just making sure that usually the system the online service center, it just duplicates what we have in our system. I just wanted to make sure it was accurate it is, so I don't, I don't know.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And he checked his spam to um maybe he thought he was done and something that he some step he missed.
[AGENT][POSITIVE] Well, it's super easy. It really is like it's like 23 steps and it's very self-explanatory.
[CUSTOMER][NEUTRAL] Boy in [PII].
[CUSTOMER][NEUTRAL] I I don't know.
[CUSTOMER][NEGATIVE] Hm, I know it's very easy. You guys have a pretty very easy, uh, set up in comparison to some other carriers. Admed is like uh oh my God, AvMed is horrendous, and they con it's one of those sites that is continuously asking you to, um, redo a like put in a new password, like create a new password at least 2 to 3 times a year. It's so asinine.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Oh, I hate that.
[CUSTOMER][NEGATIVE] And then it doesn't allow like you cannot have any letters that like within I think 4 of the letters that you previously had you cannot include them in the next one. It can't be words it's oh my gosh, it's like then you know you have to like come up with like a random.
[AGENT][NEUTRAL] Yeah, you know, what gets me is when you can't duplicate, yeah, that like you can't like have two letters of the same. Like some words have letters that are double, but you can't do that for passwords.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] are the same and there's only, and again, you know, after so many times of, of creating a new password, you've run out of ideas like.
[AGENT][NEUTRAL] Yeah, you have to start using one of those randomizers.
[CUSTOMER][NEUTRAL] A list of things that you would remember, like the whole.
[CUSTOMER][NEGATIVE] Oh my God, I know, but then it's like then you'd have to like I mean I have logs anyways because I have to have so many passwords for so many of the carriers that we work with, but I mean for people who aren't typically have to have that have that issue, it's ridiculous. That's the whole point of a password that you'd be able to be able to remember it but at this point.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and then they say you should have a different password for everything you log into and it's like, really, cause if they know one, they know them all if you use the same one.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Exactly, exactly, I know, it's crazy. Meanwhile, all I can think of is.
[CUSTOMER][NEUTRAL] When we fir, you know, like when emails first became a thing and everything, it was very common that you would use your, like your first name, last name, and the year of your birth. I could think of what a security risk going on where we gave everybody our information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Well, you know, I, there was some guy that was talking about the way people create passwords, and it said, you know, after a while we realized we needed to be a little bit more advanced, so we made our password with an exclamation point and like everybody does that. I'm like, oh, I so did that. Yes, I so did that.
[CUSTOMER][NEUTRAL] Yes, exactly, or dollar signs.
[CUSTOMER][NEGATIVE] Nobody's gonna figure that out.
[AGENT][NEUTRAL] Nobody.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] I'm so guilty of that.
[CUSTOMER][POSITIVE] Oh my God. Oh my God, it's, but it's so funny.
[CUSTOMER][NEGATIVE] I'm always like thinking about that. I'm like, my God, we really had like no, cause it was beyond our imagination, right? So that was that hacking would become a thing and exactly, and that, you know, people would try to steal your identity. You already gave them your first, your last, your middle initials sometimes, and your date of birth.
[AGENT][NEUTRAL] That people would try to hack it, yeah.
[CUSTOMER][NEGATIVE] Oh my goodness. It was just, yeah, it's too much. It's too much.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Meanwhile, I crack up because when I'm doing enrollments for some of our groups.
[CUSTOMER][NEGATIVE] I laughed because I sometimes I used to work in HR before I did this and I used to think my God every once in a blue moon you would get somebody give you an email that they're, you know, they're they're applying for a job and their email address was something absolutely ridiculous and you're like really?
[AGENT][NEUTRAL] We want to use this.
[CUSTOMER][NEUTRAL] But now I get like hot mama sauce.
[AGENT][POSITIVE] Yeah, you really wanna use this to apply? Are you sure?
[CUSTOMER][POSITIVE] And I'm like, wow.
[AGENT][NEUTRAL] You couldn't have just created one for your job search.
[CUSTOMER][NEUTRAL] Oops
[CUSTOMER][NEUTRAL] That's what I was just thinking. I'm like, seriously, if you're gonna try for a job, at least come up with something like really just normal, um hot sauce, you know, juicy juice. I'm like what?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] How, how are you not like?
[AGENT][POSITIVE] You're my kind of girl.
[AGENT][POSITIVE] I feel like we we see eye to eye on this thing.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] Oh my God. I'm just like, how are you not in complete and utter embarrassment telling me that you're.
[CUSTOMER][NEUTRAL] I'm like, I get, I get, I had the one lady that she was like spelling it out and I'm, as I'm, she, you know, I think she was embarrassed, so she was spelling it out. And then I'm like, let me just verify, and as I'm reading, I go, oh my God.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Secondhand embarrassment.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh my God Lord, oh Lord.
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Is he having any luck? Has he gotten back to you?
[CUSTOMER][NEUTRAL] He he hasn't answered me yet that I could tell.
[CUSTOMER][NEUTRAL] Let me see, he hasn't answered me yet, hopefully he's trying.
[CUSTOMER][POSITIVE] And hopefully it's working.
[CUSTOMER][NEUTRAL] Um, I'm not gonna keep you on hold much longer. If, if, if I need to, I'll call back. But I think hopefully this time with the, hopefully, it's maybe it is the phone number, I don't know.
[CUSTOMER][NEUTRAL] Because that's the only thing I could think of.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me refresh it here and see if maybe there's anything new.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] No, it still says pending.
[AGENT][NEUTRAL] And you're right, the username hasn't not been set up yet, so it's definitely something going on with what he's enterin[PII] and not getting that uh email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Alright, I'm gonna call him and see if I could just be on the line with him as he does it. Sometimes, you know, sometimes, not that I do anything for him, but just being on the phone.
[AGENT][POSITIVE] It helps.
[CUSTOMER][NEUTRAL] Sometimes it works. I don't know.
[AGENT][NEUTRAL] It, you know, it's crazy, yeah, it's true.
[CUSTOMER][POSITIVE] It's some, I don't know, sometimes I'll call and I'll be like, OK, and they're like, oh, it worked. I'm like, of course it did.
[AGENT][POSITIVE] Of course, now that I have you on the phone, of course it did, yes. Well, you're more than welcome to give us a call back, so anybody can give you a hand on helping you out.
[CUSTOMER][NEUTRAL] Exactly, you know, it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Great, I will. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] Thank you for the laugh this morning. I needed it this Monday morning. I appreciate it.
[CUSTOMER][NEUTRAL] You and me both, you and me both.
[AGENT][POSITIVE] All right, have a great rest of your week. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Bye. You too, you too. Bye, thank you, bye.
[AGENT][POSITIVE] Thanks.