AccountId: 011433970860
ContactId: fffb828f-1bc7-4b13-aeb2-ba11ace1feb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1042140 ms
Total Talk Time (AGENT): 297399 ms
Total Talk Time (CUSTOMER): 390906 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/fffb828f-1bc7-4b13-aeb2-ba11ace1feb5_20250623T13:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP all this scary and I hope.
[CUSTOMER][NEUTRAL] Hi, this is [PII] at the Plainfield Township High department. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good good good I'm having difficulties logging in is that something you can help me with?
[AGENT][NEUTRAL] Yes, ma'am. Let's start with your group number.
[CUSTOMER][NEUTRAL] Um, that is a good question. I do not know my group number.
[AGENT][NEUTRAL] OK, what's the name of the group again?
[CUSTOMER][NEUTRAL] It's the Plainfield Township.
[AGENT][NEUTRAL] OK, can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect thank you and please verify your email address that we should have.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect, thank you. All right, [PII], um, what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect thank you um OK [PII], um, so you are having issues with the online service center, is that correct?
[CUSTOMER][NEGATIVE] Yeah, so it said that my invoice is available, so it says for easy access click here, which I always do, and then it always asks me for a username and password, but this time it's asking me for an email address which is never done before and it doesn't recognize my email address.
[AGENT][NEUTRAL] OK, um, I can definitely assist you with that. So, um, we launched a new online service center about 2 weeks ago, so everybody has to create a new account.
[AGENT][NEUTRAL] Um, and with the new online service center, um, we're using email addresses instead of user names, so what you'll do, [PII], is you'll click on create new, uh, create my new OSC account. I'm not really sure what it, how it's worded, but, um, we'll create a new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so would I be group or provider? I would be group, right?
[AGENT][NEUTRAL] A group, yes, ma'am.
[CUSTOMER][NEUTRAL] We're insured, OK, group.
[CUSTOMER][NEUTRAL] And then next and then it says group number is that something you can help me with?
[AGENT][NEUTRAL] Yes, ma'am. Your group number is 25,660.
[CUSTOMER][NEUTRAL] 25,660 zip code [PII] phone number.
[CUSTOMER][NEUTRAL] City [PII] email is not the right email. It's this one select the state [PII] perfect next.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] Email address um [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, send verification code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You have catchy hold music, OK, uh, let's see [PII] new password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Claim not verified email address.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Please copy it to the input box below. OK, let's try that. Please copy it to the there is no input but yeah.
[CUSTOMER][NEGATIVE] It's saying that it doesn't recognize my email address.
[AGENT][NEUTRAL] Um, did you use the, um.
[AGENT][NEUTRAL] Email address that we have in the system?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Yeah, um, I see that the account, it's in pending status. So when you got the, um,
[AGENT][NEUTRAL] Verification code you put that in there and clicked or um verify or verify code um and then what, then what did it or what's it saying?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Then it asked me for a password and then um and like names surname.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You don't have to put any of that, that, that part, just the, the password in it, uh, the only boxes that you have to fill in is, um, the boxes that have the asterisk beside it.
[CUSTOMER][NEUTRAL] Yeah it says claim not verified email address.
[AGENT][POSITIVE] So don't worry about any of the other ones.
[AGENT][NEUTRAL] That's weird. I haven't had that.
[CUSTOMER][NEUTRAL] Email address verified, you can now continue.
[AGENT][NEUTRAL] OK, there you go.
[CUSTOMER][NEUTRAL] So continue, please wait while we process your information up. I agree, I agree, continue, please wait.
[CUSTOMER][NEUTRAL] Go to dashboard, continue log in.
[CUSTOMER][NEUTRAL] Send verification code again.
[AGENT][NEUTRAL] Yeah, you'll have to do it one more time. Yes, ma'am.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] [PII] verify code.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Access next.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Dashboard group.
[AGENT][NEUTRAL] So you'll excuse me, you'll click on my group.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And then um you'll click on invoicing.
[CUSTOMER][NEUTRAL] Due to schedule maintenance, the ability to download your invoice is unavailable.
[AGENT][NEUTRAL] Just click OK.
[CUSTOMER][NEUTRAL] Let's review it.
[CUSTOMER][NEUTRAL] Yeah it says unable to find the invoice you're looking for so do I just need to wait for.
[CUSTOMER][NEUTRAL] Invoicing.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0 yeah it's not letting me open it it's just says.
[CUSTOMER][NEUTRAL] It's undergoing.
[CUSTOMER][NEUTRAL] Maintenance.
[AGENT][NEUTRAL] Um, you'll click on the invoice number.
[CUSTOMER][NEUTRAL] After reviewing.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And then that's where you'll do your changes reconciling um and once you get done with that you'll click on submit invoice.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Why do, why do I have this? It, it said um.
[CUSTOMER][NEUTRAL] Confirmation of payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I did, I didn't make a payment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Come on [PII].
[CUSTOMER][NEUTRAL] I think they know it's Monday.
[AGENT][NEUTRAL] Uh, you submitted the invoice.
[CUSTOMER][NEGATIVE] I submitted the invoice but there was no payment.
[CUSTOMER][NEUTRAL] Mm because I selected mail a check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you're uh mailing a, a paper check?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yeah, that's fine.
[CUSTOMER][NEUTRAL] But, OK, OK, so I'm printing.
[AGENT][NEUTRAL] So once we get the check.
[CUSTOMER][NEUTRAL] OK, but here's the thing it doesn't let me print the.
[CUSTOMER][NEUTRAL] Employee billing details.
[AGENT][NEUTRAL] We, um, the online service center doesn't have that just yet you can print the coupon.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Right, but it doesn't show who's all we're being invoiced for.
[AGENT][NEUTRAL] Um, what I can do, [PII], is I can send you, um, an email with the actual invoice.
[CUSTOMER][NEUTRAL] And there's
[CUSTOMER][NEGATIVE] Oh no, this is not good.
[CUSTOMER][NEUTRAL] OK, here's my other thing [PII], our broker was in here last week and I had a couple of people removed, but they're still on the bill, so can I remove them from my manage users maybe?
[AGENT][NEUTRAL] No, the manage users that's gonna be anybody that needs to have their uh needs to have access to the online service center so what um what.
[AGENT][NEUTRAL] You should have done was to remove or you can make those adjustments on the invoice on the online service center so what I can do is I can reopen the invoice and you make those adjustments on the invoice and then you can submit it again and only pay for the ones that um are needing to be there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me reopen it real quick.
[AGENT][NEUTRAL] Come on computer. Alright, so, um, I reopened the invoice so you'll probably just have to um refresh your screen.
[AGENT][NEUTRAL] And if, let's just say if that [PII] is not supposed to be there, you'll, um, click on.
[AGENT][NEUTRAL] On his name and um.
[AGENT][NEUTRAL] It'll show his policy number, the, the product, um, last four of the social amount, um, etc. and so you click on adjust amount and if he's not supposed to be on the invoice in that due box you would zero that out and in the comments box you put like term.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And whatever date.
[CUSTOMER][NEUTRAL] So I'm going back to, I would be going back to invoicing.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then I click on the invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then and I go into employing employee details.
[CUSTOMER][NEUTRAL] I'm clicking on it delete entry. I do that?
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Delete entry.
[CUSTOMER][NEUTRAL] Delete entry.
[CUSTOMER][NEUTRAL] Yes, submit.
[CUSTOMER][NEGATIVE] Return
[CUSTOMER][NEUTRAL] [PII], delete entry, yes, submit.
[CUSTOMER][NEGATIVE] Return
[CUSTOMER][NEUTRAL] [PII] delete.
[CUSTOMER][NEUTRAL] Yes, submit.
[CUSTOMER][NEGATIVE] Return.
[CUSTOMER][NEUTRAL] [PII] delete yes return.
[CUSTOMER][NEUTRAL] Holy cow, he had a lot.
[CUSTOMER][NEUTRAL] OK, the last couple ones I'm trying to do aren't removing.
[CUSTOMER][NEUTRAL] Let's see, basically hospital indemnity delete entity remove yes submit.
[CUSTOMER][NEUTRAL] Says success.
[CUSTOMER][NEGATIVE] Letting it process and a return, yeah, it's not removing them.
[AGENT][NEUTRAL] OK, so instead of doing um the delete entry, uh, click on the uh adjust amount.
[CUSTOMER][NEUTRAL] [PII] adjusted mount do 0.
[AGENT][NEUTRAL] And then, yeah, and yes, and then in the comments box you can just put term.
[CUSTOMER][NEUTRAL] Term
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Like terminated.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh look at it removed it.
[CUSTOMER][NEUTRAL] I think you told me to do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then I go back to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How do I do the new
[CUSTOMER][NEUTRAL] See the new is will there be a new invoice then or do I just subtract that from the.
[AGENT][NEUTRAL] No, it'll just be, it'll be, let me go back and refresh my screen.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] Oh, it took it off. Let's see submit.
[AGENT][NEUTRAL] So, yeah, your new adjusted amount is gonna be 58719.
[CUSTOMER][NEUTRAL] Auto, uh let's see, print, try print coupon.
[CUSTOMER][NEUTRAL] But there's no way I can.
[CUSTOMER][NEGATIVE] I can't print who is.
[CUSTOMER][NEUTRAL] On the I can't print like the policyholders.
[AGENT][NEUTRAL] No, ma'am, not.
[AGENT][NEUTRAL] Not at this moment, but I can email you a copy of the invoice.
[CUSTOMER][NEUTRAL] OK, is that
[CUSTOMER][NEUTRAL] Yeah I had I was able to print the actual invoice that showed the amount due.
[AGENT][NEUTRAL] Oh, the coupon?
[CUSTOMER][NEUTRAL] But I can't print, yeah.
[AGENT][NEUTRAL] Yeah, we don't have, uh, we're, it's not um.
[CUSTOMER][NEUTRAL] But I can't I
[AGENT][NEUTRAL] Uh, it's not set up to do the um like print the actual invoice yet.
[AGENT][NEUTRAL] They're still working on that part.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, I can do this. OK, all right, thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that would be it thank you have a great day.
[AGENT][POSITIVE] All right, thank you for calling APL and you have a good day as well.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] OK