AccountId: 011433970860
ContactId: ee102c0c-83f4-4296-9db9-033a1fda6418
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 869229 ms
Total Talk Time (AGENT): 295797 ms
Total Talk Time (CUSTOMER): 469376 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ee102c0c-83f4-4296-9db9-033a1fda6418_20250603T19:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I just, um, set up my account again online.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says your most recent invoice is now available. Now that I've set it up, there is no invoices there. Can you um help me figure out what I did wrong?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sure we got er greater error. Oh well.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Probably not. Let's see what's going on. May I have the number?
[CUSTOMER][NEUTRAL] Um, my phone number is [PII].
[CUSTOMER][NEGATIVE] And let me, let me pull up an old bill. This OAS keeps spinning and asking me for a code all the time and I'm like, oh my God, what the hell? So then I thought, well, when all this fails, just call somebody.
[CUSTOMER][NEUTRAL] OK,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My let me look at my invoice.
[CUSTOMER][NEUTRAL] Here's my May invoice.
[CUSTOMER][NEUTRAL] My group number you want that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, 256.
[CUSTOMER][NEUTRAL] 83.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] In
[CUSTOMER][NEUTRAL] Why does it keep churing?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] I'm gonna win the lottery.
[AGENT][NEUTRAL] That makes two of us.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][POSITIVE] I want to win the lottery and go to [PII]. That's all I want.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] That's what you want. Listen, I live in [PII] right now. You don't want to live in [PII]. From June till probably mid October, you want to be somewhere else because it really gets super, super, super steamy here. You either have to be in the AC or you have to be in the ocean or water. You just, it's really bad, truthfully.
[CUSTOMER][NEUTRAL] Oh my God, seriously.
[AGENT][POSITIVE] Uh, I don't think there's nothing worse than here.
[CUSTOMER][NEUTRAL] My husband and I are leaving us.
[CUSTOMER][NEUTRAL] Uh, where are you?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, well then you know steamy cause it gets steamy there too.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's terrible. So, yes, mhm, I can definitely change to something closer where I can go to the beach or something like that.
[CUSTOMER][POSITIVE] You know what, you're right. If I had to choose between [PII] and [PII], I would choose [PII] because of the beaches, because the beaches are beautiful. They really are, they really are.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, they are, yes, definitely.
[AGENT][NEUTRAL] All right, so I have the account pulled up. Um, may I have the uh name of the group and the mailing address for verification?
[CUSTOMER][NEUTRAL] Yes, um, the name of our group is GCI Consultants Holding Company. Our address is [PII].
[AGENT][POSITIVE] Perfect, thank you. And I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Last name is [PII], [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII]. All right. So, OK, so you say you already went ahead and created the account again, correct?
[CUSTOMER][NEUTRAL] Yes, and here's what happened.
[AGENT][NEUTRAL] And you went in.
[CUSTOMER][NEGATIVE] Go ahead, I'm sorry. I'm gonna shut up. You talk. I'll.
[AGENT][NEUTRAL] No, no, go ahead, go ahead. No, no, no, no, no. Go ahead, go ahead. Tell me what's going on so I, I know how to help you.
[CUSTOMER][NEUTRAL] When I go on to um the website and it opens up and it says online service center APL welcome to the online service center when I hit log in.
[CUSTOMER][NEUTRAL] It's just like brings up my email address, brings up my password. I hit sign in.
[CUSTOMER][NEGATIVE] And then it keeps telling me it wants me to send a verification code. OK, send a verification code, then I wait for it to come watch now it's gonna work only because you're on the phone with me. Hold on.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEGATIVE] My IT people are ridiculous. They have so many freaking levels of firewalls that come through our system that it takes forever for something to come through that came through easy. Here we go. OK, let me put my verification.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][MIXED] Yeah, it's a good thing, but it is annoying.
[CUSTOMER][POSITIVE] You're absolutely right. They verify code.
[CUSTOMER][NEUTRAL] Continue.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so now I'm in and I'm at the dashboard and I'm like, OK, I don't need to go through all this jazz. I already been here before. So then I go to like my group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I go to my group and I'm like, OK, let me poke around and look and see what's here.
[CUSTOMER][NEUTRAL] Now it's gonna my
[CUSTOMER][NEUTRAL] OK, here we go. Tells me who my broker is, my med link and all that jazz says there's no activity, and I say, OK, I wanna go to my resource center.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Cause I've already kind of like skipped around here. When I go in here and I give me my chart.
[CUSTOMER][NEUTRAL] It says billing. I click on billing.
[CUSTOMER][POSITIVE] And it gives me um type to search for well I'm like I wanna search for the billing so put a check mark in billing because that's all I really care about right now.
[CUSTOMER][NEGATIVE] It says there's no result.
[CUSTOMER][NEUTRAL] Shouldn't I have a June bill?
[AGENT][NEUTRAL] Mm let's see, so, OK, so you go through your group, is that why you're clicking, so you're clicking the dashboard and then you go to my group and then from my group, um, you go to the group.
[AGENT][NEUTRAL] And then you go to group details.
[AGENT][NEUTRAL] Or invoicing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I must not be in the right place then so if I'm on if I click on home and these are my choices products about APL announcements, billing business support claims support, enrollment and training, those are my options.
[AGENT][NEUTRAL] So you don't see anything that says my group?
[CUSTOMER][NEUTRAL] No, let me go to search.
[CUSTOMER][NEUTRAL] And let me type in micro let's see if I can get in with.
[CUSTOMER][NEUTRAL] My group
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Maybe I should check the bottom where it says tags, select tags. Should I say?
[CUSTOMER][NEUTRAL] Products maybe I need to do this I want billing.
[CUSTOMER][NEUTRAL] I want Meddling gap.
[CUSTOMER][NEUTRAL] And I want group
[CUSTOMER][NEGATIVE] OK, we'll just click this and see what happens. That's another thing. I'm a click happy person. I like to click crap. My husband goes, stop clicking the effing button. I'm like, oh, don't talk to me like that, you idiot.
[AGENT][POSITIVE] Um, but that's good, that's how you learn by clicking and checking and going everywhere. I mean, that's how I learned.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Me too. OK, so now it still says no results, so I'm, I'm not getting what you're getting, so I'm doing something wrong.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you click on dashboard.
[AGENT][NEUTRAL] Do you see dashboard? OK.
[CUSTOMER][NEUTRAL] Alright, let me go back.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm gonna go home.
[CUSTOMER][NEGATIVE] I think I'm not in the right center. I'm in the res it says resource center.
[CUSTOMER][NEUTRAL] [PII]. I'm not in the right place, am I?
[AGENT][NEGATIVE] Oh no, uh uh no, resource center is not ready just yet.
[CUSTOMER][NEUTRAL] OK, so if I go to dashboard, I'm at dashboard, I'm there, I'm back. OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, OK. Go to my group from the dashboard. You should have um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] My group Resource Center, OK, my group, OK, go ahead and click on my group and then from there go and click on go to group.
[CUSTOMER][POSITIVE] Yep, I found it.
[CUSTOMER][NEUTRAL] Uh, go to.
[CUSTOMER][NEUTRAL] I have group details. This is what I have on mine. It says um GCI Consultants holding company active my contact information download ID card group detail report.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it says group details invoicing employees I probably need to go to invoicing, right?
[CUSTOMER][NEUTRAL] I'm gonna click on that hang.
[AGENT][NEUTRAL] Try invoicing and see what happens, yeah.
[CUSTOMER][NEUTRAL] OK, so due to scheduled maintenance, the ability to download your invoice is unavailable, OK.
[AGENT][NEUTRAL] Uh-huh. OK. OK.
[CUSTOMER][NEUTRAL] Wait, here's the bill. If I click on the bill.
[CUSTOMER][NEUTRAL] It won't let me download it, but will it let me submit the payment?
[AGENT][NEUTRAL] Uh, what are your
[CUSTOMER][NEUTRAL] Because I still get uh.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] What are your options on their invoicing?
[CUSTOMER][NEUTRAL] Um, it says please review and submit.
[CUSTOMER][NEUTRAL] I if I click on it, what does it tell me?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I click on this.
[CUSTOMER][NEUTRAL] When I click on it, uh.
[CUSTOMER][NEUTRAL] OK, it says I can submit the invoice.
[CUSTOMER][NEUTRAL] I submit it.
[CUSTOMER][NEUTRAL] Sit back.
[CUSTOMER][NEUTRAL] I'm gonna do ACH.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEGATIVE] I don't care about the payment date.
[CUSTOMER][NEUTRAL] Submit
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The error, there was an error processing your request. If this error persists.
[CUSTOMER][NEUTRAL] Why, why didn't it do it?
[CUSTOMER][NEUTRAL] So should I hit submit again?
[AGENT][NEUTRAL] OK, what is the error?
[CUSTOMER][NEUTRAL] Um, it just says there was an error submitting your request.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] That's it. OK, well, that's not really detail. OK, um, let's see. OK, so when you click on invoice, invoicing, you should have three options open invoices, submit invoices, or paid invoices. So, um.
[AGENT][NEUTRAL] When you, uh, out of those three options, you open the invoice, is that what you did next?
[CUSTOMER][NEUTRAL] Um, when I click on invoicing it says due to scheduling maintenance the ability to download your invoices unavailable at this time. OK, whatever, and then it says no open invoices, but then it says submitted invoice and now it says.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says my invoice is submitted.
[AGENT][NEUTRAL] OK, OK, so the, yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, it's.
[CUSTOMER][NEUTRAL] So should I just like wait to see tomorrow to see if it's moved down to paid invoices?
[CUSTOMER][POSITIVE] I can do that too.
[AGENT][NEUTRAL] Um, I, I don't think that the, the system has the ACH information because everything needed to be updated. Um, did it give you an option to put the ACH information in?
[CUSTOMER][NEGATIVE] No, it didn't. And when I just did it, admitted it, it pulled up all of my existing ACH, my account number and everything, my routing the [PII] and then my account that ends in [PII]. It actually did show that, but it said um there was an error if it persists to call you.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so basically, it, it, yeah, so basically it didn't, it didn't let you make a payment. So I'm thinking, OK, uh I know we've been, we've been working on this in um online service center all day today, so I think they're still working on that and that's why you're getting that error. Um, what I can do is have your group also listed on that error report.
[CUSTOMER][POSITIVE] OK, good. Thanks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we can go ahead and make sure that we work on your group as well, um, and yeah, I'm not really sure who's making the calls back, but I can go ahead and put you down for a call back if you need one, but I will say yes, uh, give it about tomorrow and see if anything changed under the invoicing, but that's how you're gonna go in to view your invoices. It's gonna be um through my um um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] see my group and then um when you click on my group it's gonna have um invoicing and you're gonna click on my invoicing and then you're gonna just uh see any open invoices, submitted invoices or paid invoices um and usually if you owe anything it's gonna be under open invoices, OK, so that's where you're gonna find your most recent invoices and that's how you're gonna submit the payment for them, OK?
[CUSTOMER][NEUTRAL] Got you
[CUSTOMER][POSITIVE] Yep, excellent. I will I'll come back and I, I'll check it tomorrow to make sure that it's done and if it's not, then I'll just redo it. It's not a big deal.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, and I'm so sorry for the um for all the frustration and everything. I know it's a lot and they're working on it, so hopefully we'll be all set up and ready to roll, and this week is just enough to get everything worked on.
[CUSTOMER][NEUTRAL] Oh, I hate to be in your shoes, kiddo. OK. Excellent.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] All right, I will keep moving this forward, and I appreciate your time and I hope you have a great day.
[AGENT][POSITIVE] You're welcome. You as well, Ms. Have a good afternoon and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Bye-bye.