AccountId: 011433970860
ContactId: f8a0879a-9656-4dde-a0e4-d9fcba5f471d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1386069 ms
Total Talk Time (AGENT): 443767 ms
Total Talk Time (CUSTOMER): 540017 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/f8a0879a-9656-4dde-a0e4-d9fcba5f471d_20250129T16:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. Uh, we have, uh, an APL, uh, coverage which started on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I received the email with regarding the invoice and I went to the portal online trying to register as a new user, but uh something is not working out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is this for the group or for yourself individually?
[CUSTOMER][NEUTRAL] No, for me it's for the group because I'm the one who pays the bills.
[AGENT][NEUTRAL] All right, thank you. What is that group number please, sir?
[CUSTOMER][NEUTRAL] What's the one?
[AGENT][NEUTRAL] The group number or the PRD number for your company?
[CUSTOMER][NEUTRAL] 2226898.
[AGENT][NEUTRAL] What is the name of the group, please?
[CUSTOMER][NEUTRAL] Resent Group Inc Reste LLC, the Box or Congela biocosmetics.
[AGENT][POSITIVE] All right, thank you and for.
[CUSTOMER][NEUTRAL] Any one of them.
[AGENT][NEUTRAL] Yeah, it looks like Resom Group is the group name we have on file.
[AGENT][NEUTRAL] And what is your name, please?
[CUSTOMER][NEUTRAL] On the end.
[AGENT][NEUTRAL] All right, thank you. And is that [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the billing address for the group?
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[AGENT][NEUTRAL] Well, looks like we have something else on file.
[CUSTOMER][NEUTRAL] [PII] I guess.
[AGENT][NEUTRAL] What about a [PII] address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] address [PII].
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's the same as go away.
[AGENT][NEUTRAL] 6.
[AGENT][NEUTRAL] And that is [PII], OK, and what email are you using?
[CUSTOMER][NEUTRAL] I'm using accounting [PII] because that's the one where through I will receive the the the notice of the invoice.
[AGENT][NEUTRAL] That is correct. And when you're creating that account, are you stating that you are a group or an employer with an APL policy?
[CUSTOMER][NEUTRAL] Let me follow those steps so I can tell you exactly what's what's going on.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let me click on it.
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] Alright, click here to log into your service portal account. Help us create a paper click here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I go to new user.
[CUSTOMER][NEUTRAL] I, I am an employer of a group who offers APL products to my employees or members.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Next, then I put the [PII].
[CUSTOMER][NEUTRAL] ZIP code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The the phone I will put [PII] which is mine, the office.
[AGENT][NEUTRAL] You know the one we have on file is the [PII] number. I wonder if that's what's kicking it back.
[CUSTOMER][NEUTRAL] Being my
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But go ahead and put your number and try and if not we'll try it the other way.
[CUSTOMER][NEUTRAL] Maybe, maybe.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean email record account and I them right.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Counting and everything.
[CUSTOMER][NEUTRAL] We stem.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEGATIVE] But it says no user was found with the information that was entered, please try again if the error persists, please contact the service number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So maybe we should use um [PII].
[CUSTOMER][NEGATIVE] Yeah, I know what, I never called my office.
[AGENT][NEUTRAL] Can you, yes.
[AGENT][NEUTRAL] 80,490.
[CUSTOMER][NEUTRAL] 49 492.
[AGENT][NEUTRAL] I get 18800-490, uh, there's a number missing.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Do 1-800, 1800.
[CUSTOMER][NEUTRAL] Oh let me, let me
[AGENT][NEUTRAL] 490092.
[CUSTOMER][NEUTRAL] 4,904,900.
[AGENT][NEUTRAL] Just, just try that.
[AGENT][NEUTRAL] 92.
[CUSTOMER][NEUTRAL] Which is 49049092.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] There was an error to your inputs 81049092. I don't see the error of.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 1800490092
[CUSTOMER][NEUTRAL] 292.
[CUSTOMER][NEUTRAL] Oh this 10 miss.
[CUSTOMER][NEUTRAL] It was verification code.
[CUSTOMER][NEUTRAL] Where should be
[CUSTOMER][NEUTRAL] OK, I'm receiving a verification code.
[AGENT][NEUTRAL] Is it sending the code?
[CUSTOMER][POSITIVE] It is sending account, so it's working, it's going through.
[CUSTOMER][NEUTRAL] On this girl or this long let me copy this.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I think we're here.
[CUSTOMER][NEUTRAL] So maybe yeah.
[CUSTOMER][NEUTRAL] email should I use the same create your account? Should I use the same email?
[AGENT][POSITIVE] Yeah, I would, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now for your username it can be a part of that or you can for your username you can use whatever you want.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But, but, but regarding the email I have to use the same email accounting.
[AGENT][NEUTRAL] The recording emails, right.
[CUSTOMER][NEUTRAL] Say it again, please.
[CUSTOMER][NEUTRAL] You got
[AGENT][POSITIVE] I'm so sorry about that. So uh for the email to use, I would use the same email on file.
[CUSTOMER][NEGATIVE] OK, got it. Yeah, you were cutting up and I don't get it.
[AGENT][NEUTRAL] The
[AGENT][NEGATIVE] I am so sorry these phones are dead.
[CUSTOMER][NEUTRAL] Sta the call confirming me uh accounting.
[CUSTOMER][NEUTRAL] Just bear, bear with me. I don't I just.
[AGENT][POSITIVE] Oh, take your time. You just.
[AGENT][POSITIVE] Do what you need to do. I would like to make sure you get in and everything is fine.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEGATIVE] Oh shit.
[CUSTOMER][NEGATIVE] One symbol, 11 symbol is missing. Oh, the symbol is there.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I look in.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] OK, that's it, I mean.
[AGENT][POSITIVE] Great.
[CUSTOMER][NEUTRAL] This APL's banking information for ACH payments and the address of my payments have changed you see important details, OK.
[AGENT][NEUTRAL] And you can add employees, you can um delete employees, you can, of course, you know, um.
[AGENT][NEUTRAL] You can pay online.
[AGENT][NEUTRAL] Now, it won't be the automatic payment, but you will need to
[AGENT][NEUTRAL] Monthly do it online. Yes, sir. It's not automatic.
[CUSTOMER][NEUTRAL] Set up
[AGENT][NEUTRAL] But you can do it monthly online.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, you can even submit claims for employees, however, they can create their own portal account.
[AGENT][NEUTRAL] But they'll just go in as an individual with an APL policy and put in their information?
[AGENT][NEUTRAL] And they can have access to their policy information by clicking on their policy number. It will download their benefits and they can print cards from there as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, it says, uh, how can I pay that? It's just my billing open invoices, there's my employees, other employees, but then I don't, I don't see any.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So you will need to go to the section where it says, let me get that pulled back up.
[AGENT][NEUTRAL] Uh, let's see, you'll need to.
[AGENT][NEUTRAL] Go to my bill my billing and go to the open invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, good there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you're gonna select
[CUSTOMER][NEUTRAL] OK so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Coupon you submit invoice to print coupon. OK, what's that?
[AGENT][NEUTRAL] That's if you're going to mail, but if you're gonna pay online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're gonna go to the billing details.
[AGENT][NEUTRAL] And then select the uh the uh excuse me, select the invoice, excuse me.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] In the PDF.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, downloading.
[AGENT][NEUTRAL] And then you can select an online payment.
[AGENT][NEUTRAL] Click by clicking on submit invoice, tell you what would you like for me to to send you a user guide that will have the navigation.
[CUSTOMER][POSITIVE] We have, yeah, we appreciate it that that way I don't have to keep you on the line.
[AGENT][POSITIVE] Oh, you, uh, and I don't mind staying on the line with you. I just thought it might be good to have so you can know exactly what's.
[AGENT][NEUTRAL] Available through the portal so once you um.
[AGENT][NEUTRAL] You're gonna select the payment option.
[AGENT][NEUTRAL] And it'll give you two options, either by check or one-time electronic funds transfer.
[CUSTOMER][NEUTRAL] That's what I'm looking for mhm meeting invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] And if you've got
[CUSTOMER][NEUTRAL] OK, I'm on the billing details is a click click submit invoice to finalize the invoice and generate a coupon.
[CUSTOMER][NEUTRAL] You must submit the invoice to print coupon. Do I submit the invoice?
[AGENT][NEUTRAL] Well you're gonna have to submit the invoice let's see.
[AGENT][NEUTRAL] Bear with me just one second.
[AGENT][NEUTRAL] Once you submit the invoice, click on submit invoice.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, a pop up box should appear to select the payment option.
[CUSTOMER][NEUTRAL] Oh, got you.
[CUSTOMER][NEUTRAL] Update the OK, update the ACH and now.
[CUSTOMER][NEGATIVE] Maybe the pop-up isn't popping up.
[CUSTOMER][NEUTRAL] And we
[CUSTOMER][NEUTRAL] I click on the invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You have no paid invoices.
[CUSTOMER][NEGATIVE] I'm, I'm a delinquent.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And also just to let you know, um, Mr. [PII], we, we do accept credit card payments on the phone as well.
[CUSTOMER][POSITIVE] Oh, that's well, that's perfect. Uh, let me give you.
[AGENT][NEUTRAL] If you need to catch up on some.
[CUSTOMER][NEUTRAL] Yeah, yeah, let me, let me give you my, my credit card.
[AGENT][NEUTRAL] OK. Bear with me and I'm gonna need to get a representative.
[CUSTOMER][NEUTRAL] Do you take American Express?
[AGENT][NEUTRAL] Uh, we do take credit cards and I do need to get you to our billing department.
[AGENT][NEUTRAL] So that they can process that payment for you.
[CUSTOMER][NEUTRAL] OK, but let's, let's try to get to the place that I, that I'm looking for because I wanna send it as an automatic payment.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I'm trying to
[CUSTOMER][NEUTRAL] Download report. I don't get the report and I'm clicking on the invoice to pay.
[CUSTOMER][NEGATIVE] It doesn't allow me to take to click on the first.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Boys.
[CUSTOMER][NEUTRAL] OK, just a deep in exhale.
[CUSTOMER][NEUTRAL] Which is fine.
[CUSTOMER][NEUTRAL] Then there's um
[CUSTOMER][NEGATIVE] There is no way to click on the payment option.
[CUSTOMER][NEUTRAL] Something must be blocking, but I don't know.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] Let me open another browser.
[CUSTOMER][NEGATIVE] I don't like Chrome.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Get
[CUSTOMER][NEUTRAL] And it looks we're experiencing tech technical difficulties.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me get you to our billing department because um and they can and I'm going to.
[AGENT][NEUTRAL] Email you a copy of this.
[AGENT][NEUTRAL] A user guide
[AGENT][NEUTRAL] To the accounting at [PII], is that OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's perfect.
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] This will give you instructions as to how to navigate.
[CUSTOMER][POSITIVE] Good
[AGENT][POSITIVE] All right, if you don't mind holding just one moment. It's been a pleasure to assist you though.
[CUSTOMER][POSITIVE] The pleasure to speak with you.
[AGENT][NEUTRAL] And thank you for calling APL. One moment please sir. Oh, and I was gonna ask you, you want to pay both invoices for January and February?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah, yeah, it's paid right now.
[AGENT][NEUTRAL] All right, thank you. One moment, please.
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thanks for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is Alicia care team. How you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. I have group number 26898 wanting to pay invoices online.
[CUSTOMER][NEUTRAL] Uh, online, OK, do they just don't know how?
[AGENT][NEUTRAL] I mean, on, on phone.
[CUSTOMER][POSITIVE] Oh, OK, yeah, no worries.
[AGENT][NEUTRAL] I've been trying to help him in the OSC and there there were issues and so.
[CUSTOMER][NEGATIVE] Oh no, that stinks cause we'd much rather do that.
[AGENT][NEGATIVE] I know, gosh. I got him set up and then we couldn't get, for some reason, we just couldn't get it.
[AGENT][NEGATIVE] Can't get it to work, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright let me get logged in here real quick.
[CUSTOMER][NEUTRAL] OK. And what was the person's name?
[AGENT][NEUTRAL] I have uh [PII] in.
[CUSTOMER][NEUTRAL] Doing what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 01, OK. I thought that was all one name [PII], and I was like, what? OK, one, no, no, no, it's OK. OK. And the number on the screen, the callback number?
[AGENT][NEUTRAL] Wondering
[AGENT][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] It is and uh it's different than the [PII] number. Oh, and by the way, we need to update that 800 number as well. It's not a complete number if you look at it.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Where?
[AGENT][NEUTRAL] Uh, in the, in, um, EMPLI EMPL2 screen we have [PII].
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] And nothing else.
[CUSTOMER][NEUTRAL] Let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] 26898.
[AGENT][NEUTRAL] While we have him on the line.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, into what screen? Because I don't have, like I have a 786 number, like the one that's on the screen, like the exact same number.
[AGENT][NEUTRAL] So when, when I, when I pull up the group in EMPL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I have the phone number shows [PII].
[AGENT][NEUTRAL] So there's a missing a number missing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me look
[CUSTOMER][NEUTRAL] How are we seeing something different? I don't, I see because I see the phone number for the contact at least the same as what's on the screen.
[AGENT][NEUTRAL] An EMPL an EMPL2. Let me, let me pull them up here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't know. Hang on.
[CUSTOMER][NEUTRAL] Wait, maybe I'm just not looking in the right place, but the two places that I see numbers for the contact, it's the same as what's on the screen.
[AGENT][NEUTRAL] Did that just change?
[AGENT][NEUTRAL] [PII]. That just changed.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Somebody might work on that. I don't know.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Because I opened it up in a different screen on one screen it had that 1-800 number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then I opened up in another lion, and it has a 7.
[AGENT][NEUTRAL] Girl.
[CUSTOMER][NEUTRAL] Yeah, OK, is he wanting to pay both December and January?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 836 OK.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So I reckon we need to take that extension out cause I bet that does not have his extension.
[CUSTOMER][NEUTRAL] Yeah, I don't know.
[CUSTOMER][NEUTRAL] see
[AGENT][NEUTRAL] I don't know either, so you might just wanna verify that with him.
[CUSTOMER][NEUTRAL] I will.
[AGENT][NEGATIVE] And he is ready to pay we tried to walk through the paying online and it just didn't work so I am sending in the navigation um guide.
[CUSTOMER][POSITIVE] All right, I'm ready.
[CUSTOMER][NEUTRAL] Oh, OK, you're gonna send them over to the user guide. OK, I see. OK.
[CUSTOMER][POSITIVE] All [PII]. I'm ready for him whenever you are.
[AGENT][POSITIVE] Alright thank you let me get him on the line.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] on the line. She's going to assist you with that payment, OK? Thank you. It's been a pleasure. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hi Mr. [PII], this is [PII] in the billing department. I understand you're wanting to pay your two invoices. I'm sorry you've had trouble paying it online. I'm not sure what that's about.
[CUSTOMER][NEUTRAL] No, it was the browser. I was using Chrome and then I switched to Safari and then it started working, um, even though I'm not able to pay with credit card, uh, via online, but I will pay with a credit card via the phone. Yes, sir. And you're wanting to pay both December and January?
[CUSTOMER][NEUTRAL] Yes. All right, so I have generally.
[CUSTOMER][NEUTRAL] January, I mean, the, the policy started in January.
[CUSTOMER][NEUTRAL] I I apologize, I'm not sure what you're asking.
[CUSTOMER][NEUTRAL] Uh, you said that if I wanted to pay the December and January, but the policy started on January.
[CUSTOMER][NEGATIVE] Um, oh, I apologize. I'm sitting here looking at the wrong group. That is my mistake.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK, so the January and February invoice, I do apologize. Oh yeah, OK, OK, of course.
[CUSTOMER][NEUTRAL] That definitely makes a difference. OK, so the two invoices of $1,483.75 each would come to $2,967.50.
[CUSTOMER][POSITIVE] That's good. All right, let's see that definitely makes a difference here we go oops.
[CUSTOMER][NEUTRAL] 296,750.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Let me fix this as well.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] So I am ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Sure. It's American Express [PII].
[CUSTOMER][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, [PII], I apologize.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Right. Once I get that processed, I'll have an authorization number for you. And I can also send a receipt via email if you would like.