AccountId: 011433970860
ContactId: f54c7f7e-ea00-4c27-b3f6-3136c75668dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 567559 ms
Total Talk Time (AGENT): 215659 ms
Total Talk Time (CUSTOMER): 269724 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/f54c7f7e-ea00-4c27-b3f6-3136c75668dd_20250620T17:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is my 2nd call.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Uh, I can hear you at the moment.
[CUSTOMER][NEUTRAL] OK, I need help to log in the portal.
[AGENT][NEUTRAL] OK, are you calling on behalf of the group as a whole or for your individual login?
[CUSTOMER][NEUTRAL] As a group, I am the group administrator for two companies and I can, I've been trying to pay the bill for 20 days, and every time I go online I have problems so I get out, I get out and decided to make a phone call and this is my second call and I'm hoping that you can help me.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes sir, I can certainly try and help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, this is a computer phone. Uh, my telephone here is [PII].
[CUSTOMER][NEUTRAL] [PII], let me see what's the number here. I don't even know what the number is here. It's the computer. Can you see the number that that is calling you?
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Uh, it doesn't always come up as the correct number.
[CUSTOMER][NEUTRAL] Well, I'm hoping that you don't get, I'm hoping that you don't get disconnected. Please try to help me.
[AGENT][NEUTRAL] Yes ma'am, and what is your callback number though? in case we are disconnected?
[CUSTOMER][NEUTRAL] I, I, I, I don't know what the number is. This is a computer line and I don't know what the number is.
[CUSTOMER][NEUTRAL] If you don't see it, I don't know.
[CUSTOMER][NEUTRAL] I think uh let me see, let me give you, let me give you the name.
[AGENT][NEUTRAL] And what is your group number? What is the group number, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 5932.
[AGENT][NEUTRAL] I'm sorry, you said 5932, is that correct?
[CUSTOMER][NEUTRAL] No. Uh, hold on, let me get your number, telephone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And what is the group number again, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the group number is 15932.
[AGENT][NEUTRAL] Thank you. One moment while I get the group's information pulled up, [PII], and then I will have to verify several things with you first for security.
[AGENT][NEUTRAL] So first off, uh, what is the name of the group and the group's address?
[CUSTOMER][NEUTRAL] AG in [PII].
[CUSTOMER][NEUTRAL] And we are at [PII].
[AGENT][NEUTRAL] And the zip code, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the primary contact name for the group?
[CUSTOMER][NEUTRAL] If you have [PII], you need to remove him because he's no longer in that position.
[AGENT][NEUTRAL] OK, so first, OK, so we can, we can, that'll be all the information for the moment, [PII], that I will be able that I need to verify. So first off, you, you are not going to be able to set up the profile um if he is no longer the administrator for the group.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Can, can I, can I tell you something? Can I, can I, can I, can we back out a little bit? I'm not trying to set any profiles or anything. All I'm trying to do is to pay the bill like I do every month online.
[AGENT][NEUTRAL] Yes, ma'am, but you won't be able to do that until the primary administrator grants you access to the new portal.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, we are about to get a renewal now. We also have an open enrollment on this month of July. I don't need all these headaches. Who do I talk to?
[AGENT][NEUTRAL] Again, we will have to get the group's information.
[CUSTOMER][NEUTRAL] And this is not the only this is not the only company that we have. We have another group. It's two groups.
[CUSTOMER][NEUTRAL] And I am calling from the employer's office and I need help so why can you refer me to someone that can.
[AGENT][NEUTRAL] Yes, ma'am, and I'm trying to
[AGENT][NEUTRAL] But I am trying to help you. I'm explaining what's gonna have to be done.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are telling me no, you're not going to help me. You are telling me that I cannot do it. Someone else talks to you and someone else that is not here, so.
[AGENT][NEUTRAL] Yes, ma'am, I am.
[AGENT][NEUTRAL] And I'm trying to
[CUSTOMER][NEUTRAL] I need to speak to someone.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] If the group, if that gentleman is no longer with your group or is no longer the administrator for your group, we do need to receive that in an email with who the new contact for the group should be.
[CUSTOMER][NEUTRAL] OK, hold on one second, what is the email that they?
[AGENT][NEUTRAL] We cannot change that over the phone.
[CUSTOMER][NEUTRAL] What is the email that that that what is the email where that email needs to go to?
[AGENT][NEUTRAL] Care team.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, well, how do you spell them?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] I, I, I didn't get the first thing you said.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] AMC public I have it here. I have it here.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the group number?
[AGENT][NEUTRAL] And you would just need
[AGENT][NEUTRAL] You would need to include the group number.
[CUSTOMER][NEUTRAL] Alright, hold on, hold on.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And and you have the number 25305.
[CUSTOMER][NEUTRAL] And to whom you may concern or somebody is specific.
[AGENT][NEUTRAL] I, I, I'm sorry. I don't know if it's your phone, but I'm having trouble hearing you and understanding you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's probably in my phone because it's a computerized phone. So let me ask you, is this email going to someone in specific?
[AGENT][NEUTRAL] No, ma'am. It just needs to be just a care team. Uh-huh.
[CUSTOMER][NEUTRAL] Or just to the care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And [PII], is your last name spelled with [PII] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] So you would just send that email to the care team with what information needs to be updated.
[AGENT][NEUTRAL] So that that can be processed.
[CUSTOMER][NEUTRAL] OK. I'm
[CUSTOMER][NEUTRAL] Alright, so I'm writing the email and I will send it out and just, just mark the record that the bill for both of the groups will not be get get paid until I'm able to log in the portal so.
[AGENT][NEUTRAL] Now, if you
[CUSTOMER][NEUTRAL] And they are they still pay on the first so just mark the record and I.
[AGENT][NEUTRAL] Yes, ma'am. Now, if you, OK, [PII], I'm trying to provide you some information.
[AGENT][NEUTRAL] Are you wanting to pay the bills over the phone today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I, I cannot because I have that set up on my computer to go on ACH on my computer, so I cannot pay that over the phone. It needs to be done on the portal online and everything needs to be set and as soon as I get everything set, I'll pay the bill and we also going into open enrollment, um, starting on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So that's another 2%. Maybe I should be talking to whoever is the person that is getting commission on this account and they probably get it faster.
[AGENT][NEUTRAL] I'm so sorry, [PII]. Again, I'm not able to understand some of what you're saying.
[CUSTOMER][POSITIVE] That's OK. I'm just venting. I'm glad you didn't. OK, thank you very much for me, and I am sending you the email.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, yeah, I.
[AGENT][POSITIVE] You're welcome. So can I help you with anything else at the moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, no, nothing else that you can do but document the record that the bill is not getting paid because I don't have access to the portal. As soon as it gets corrected, move back into life.
[AGENT][NEUTRAL] Yes, ma'am. I'm
[AGENT][NEUTRAL] And I have also, yes ma'am and I documented that we are awaiting an email requesting that the administrative contact information be updated.
[CUSTOMER][POSITIVE] All right. Thank you so much. Bye.
[AGENT][POSITIVE] You're welcome, yes ma'am and thank you for calling APL. Have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] I just need to hang up because I cannot even hang up on the phone.