AccountId: 011433970860
ContactId: e9f819c2-4fd2-4c42-8422-5762748841ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451250 ms
Total Talk Time (AGENT): 180811 ms
Total Talk Time (CUSTOMER): 252475 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/e9f819c2-4fd2-4c42-8422-5762748841ce_20250425T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Miss [PII], this is [PII] with Jackson Parish School Board. Uh, I received the email that I could now get online, uh, to get my electronic invoice, and when I clicked to set up my account, it said an account was already set up, but I've never set it up so it must have been set up by my previous coworker, so I don't know the log in like the user ID and password.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I just need to know if I can it can be you know how I can reset it I guess because when I try to set it up with the information it said I already had an account set up.
[AGENT][NEUTRAL] OK, let's take a look here. Do you have [PII] the group number for you guys?
[CUSTOMER][NEUTRAL] Yes, 1931.
[AGENT][NEUTRAL] 1931. OK, let me pull this up.
[AGENT][NEUTRAL] Let's see what's maybe been set up on there.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And all I can do is forget a reset password but I don't know the user name so.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Let's see here. I should be able to get that for you.
[CUSTOMER][NEUTRAL] Because I've never done I got received the bill since I've been here in [PII]. The last one we got was [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] So I've just been paying it so but I haven't ever received the invoice.
[AGENT][NEUTRAL] OK, [PII], so it looks like.
[AGENT][NEUTRAL] Um, the email that they have on here for the group as far as like where the password reset would go is [PII].
[AGENT][NEUTRAL] And then the user name.
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] [PII], [PII]
[CUSTOMER][NEUTRAL] OK, I'm trying to figure out who that would be.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] PD I don't know.
[AGENT][NEUTRAL] Yeah, the BD and the B for billing, so the BDB, the first three letters, those are all gonna be capitalized. They are case sensitive.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] PD
[CUSTOMER][NEUTRAL] OK, and uh so so that email is not even our email so where did that email come from? No.
[AGENT][NEGATIVE] It's not.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] See, because we were going through a third party billing, but now we're gonna pay, yeah, we're sending checks ourselves instead of going through for them to pay because they were.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We don't know if it was getting paid right or not because I had a couple of people would call me and say, you know, where's my money or this wasn't paid or that so we started this month sending y'all back payments.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I gotcha.
[CUSTOMER][NEUTRAL] Individual checks to everybody so I get an email saying I could go online and get my invoice but ever.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So and even as a new user then if I put my email in.
[CUSTOMER][NEUTRAL] It should be a new user but it didn't it just said it was already in I think it was because I put the group number that the group number was already in.
[AGENT][NEUTRAL] Mhm mhm so.
[CUSTOMER][NEUTRAL] So how can we change this to.
[CUSTOMER][NEUTRAL] Me, [PII].
[AGENT][NEUTRAL] If we, if we need to change this, [PII], then what you'll wanna do is send an email to our care team so they can so they can add you in there and then remove this email because that must be it's got to be from the third party that was doing it on [PII]'s behalf.
[CUSTOMER][NEUTRAL] BD billing, yeah, because they're total benefits, so I don't know that's why I was trying to figure out total benefit solution as he's doing it, but, uh, hold up just a minute let me see what her last of her email is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Uh, but you know, we've been so fed up with them that they haven't been doing anything, everything right, so we were just like.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Uh, well, no, hers is, hers is [PII], so that's what theirs, their email is.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So for the third party, but.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know unless unless the other one is.
[CUSTOMER][NEUTRAL] Pelican benefits, which is our third party provider but not the one they have a we have one going through there but then we had to pay through another one and I'm like no this is getting let me go back to paying it all myself. I'd rather do that so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, but, uh, so just send, uh, the email I got where it said about, uh.
[CUSTOMER][NEUTRAL] If you have questions or need assistance, please contact our office or send us an email where I just send it back to that.
[CUSTOMER][NEUTRAL] The AP service center at.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] No, let me give you the email address that you're gonna wanna send it to.
[CUSTOMER][NEUTRAL] OK, to see if they set me up, OK.
[AGENT][NEUTRAL] Um, the, the.
[AGENT][NEUTRAL] Yeah, yeah, yeah, they'll, what they'll do is that they can add you because you're the contact for the group, [PII], obviously, and your emails on here [PII]. So, um, yeah, yeah, so they can add you and take this off and so the email address is gonna be [PII] just like it sounds, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Care team at
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and just get them to uh to add me to the uh.
[CUSTOMER][NEUTRAL] To the online center uh or the email or the user name and password, yeah.
[AGENT][NEUTRAL] Yeah, just let them.
[AGENT][NEUTRAL] Correct, yeah, just let them know that you were attempting to access the online service center and that um a username and email has already been added and that's no longer active and that you need to be added as the user and you need a um new email added to it, yes.
[CUSTOMER][NEUTRAL] Yeah, alright, thank you so much. That's what I was, uh, yeah, because like I said, I've been going off an old 2019 invoice for to tell people their, their, uh, product and their, uh, I guess their ID, I mean their premium number I mean her policy number still the same because when I give it to them they're still the same but that's the uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Good, good.
[CUSTOMER][NEUTRAL] The last one I've ever gotten, so and actually I got that from [PII] and Sons. It wasn't even for me. I got them to send me one so that's how long ago it's been since I've seen one. So alright, well I will call them and get them, get me set up that way I can print a bill to send with the check every month to make sure it's right, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] I gotcha.
[AGENT][POSITIVE] Sounds, sounds good, [PII]. Well, you have a good rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too, thank you all right bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye bye.