AccountId: 011433970860
ContactId: 01a1c259-a697-4e5a-8f41-59957a5fba93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 557840 ms
Total Talk Time (AGENT): 319159 ms
Total Talk Time (CUSTOMER): 208519 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/01a1c259-a697-4e5a-8f41-59957a5fba93_20250422T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Doing good thank you uh so I've got a group admin on the line apparently they have several invoices uh that they're wanting to go ahead and pay.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] That is 22,670.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And then who's on the phone?
[CUSTOMER][NEUTRAL] We are speaking with her name is [PII]. Uh, she is their new, um, well she said she, oh, can you hear me?
[AGENT][NEUTRAL] Hello. Oh.
[AGENT][POSITIVE] Yeah, now I can.
[CUSTOMER][NEUTRAL] OK, um, so her name is [PII], um, she did tell me that the contact we have, uh, [PII] is no longer accurate, so I did tell her to go ahead and send that information in an email when she's able to.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Allergy consultants.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, of course I have to log in again.
[AGENT][NEUTRAL] 639.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][POSITIVE] All right thanks bye bye.
[AGENT][NEUTRAL] Hi, this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I don't know if she filled you in. I'm a new bookkeeper for allergy consultants and I was just able to finally get logged into the website and it looks like we have quite a few invoices that are open that I wanna take care of.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, which ones do you wanna pay?
[CUSTOMER][NEUTRAL] Well, I want to pay them all. I mean, is it.
[AGENT][NEUTRAL] All of them? OK.
[CUSTOMER][NEUTRAL] Yeah, from December to April, right? is that what I'm seeing?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, bear with me.
[CUSTOMER][NEUTRAL] I don't know how you let us get away with that for so long.
[AGENT][NEUTRAL] Well, what's probably happened is, uh, since we have someone different as the contact on file, it probably was never getting to y'all as far as um outstanding um we've got office at S.
[CUSTOMER][POSITIVE] Yeah, yeah, we have that it's it's the correct.
[AGENT][NEUTRAL] It's the correct email?
[CUSTOMER][MIXED] Yes, that's correct. That's still correct, yeah, it's still correct, but I guess it must have fallen through the cracks, so, um, but I do have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let me see um.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] I don't know
[AGENT][NEUTRAL] Why this hadn't been.
[AGENT][NEUTRAL] Taken care of before now. Yeah.
[CUSTOMER][NEUTRAL] I know, right? I'm like, wow, I'm surprised we haven't gotten a phone call or, you know, a warning letter or something.
[AGENT][NEUTRAL] Yeah, there's not any notes. I'm not sure. I will actually have my supervisor look into this one because, yeah, this, I'm not seeing any notes on this as far as the process of reaching out to the group, but with all that being said, we will get you taken care of today. I have a total of $6,618.38.
[CUSTOMER][NEUTRAL] Yes, I have the same. I, I agree. So can I, I can do one of two things. I can do, we can do an e-check or I can give you a credit card. Which do you prefer?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It would, um, the only way we can do it over the phone is a debit card or credit card.
[CUSTOMER][NEUTRAL] OK, then I can give you a credit card.
[AGENT][NEUTRAL] All right, bear with me, let me get it all entered real quick.
[CUSTOMER][NEUTRAL] And then is it possible to set up auto pay? I assume it's pretty much the same amount of money every month, give or take a person.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, it looks like January, February and March, those were all the same, um, but then February, I mean, then April it went down a little bit, um, but we don't have any kind of like auto draft as far as um the group level. What you could do is request our ACH information.
[CUSTOMER][NEUTRAL] Yeah, somebody left yeah.
[AGENT][NEUTRAL] Um, and then you would take that to your bank or however and set it up, but it would be something that you would have to initiate on, on the group's end. Um, we don't do, um, bank draft at the group level, but, um, now that you're able to get into the online service center.
[CUSTOMER][NEUTRAL] I see, OK.
[CUSTOMER][NEUTRAL] OK and can you tell me?
[AGENT][NEUTRAL] Um, once the May invoice generates, um, you'll get an email to that email on file letting you know that it's available to be, um, viewed and paid, and so, um, you can pay it online each month and once you enter your bank information the first time it um will save the information so you don't have to enter it every time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then, so how do I do that because that was, that was confusing too. Do I go to submit invoice and then it gives me a.
[CUSTOMER][NEGATIVE] A coupon like I'm not sure where I was trying to figure out how to pay this online and I couldn't figure out how to do it.
[AGENT][NEUTRAL] OK, so before we process the credit card payment, um, what I can walk you through how to um do it once the uh May invoice gets um generated, so you click on the um invoice number under open invoices and let the details open up at the bottom of your screen, and that's where you'll make any changes if necessary as far as terminations or anything like that and once you um finish reconciling it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have that.
[AGENT][NEUTRAL] You'll um click submit invoice and a prompt will pop up and it'll say um mail in a check or make a one time EFT or ACH payment and that first time is when you'll enter that bank information but then it'll automatically save it in your account and um.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Then it will when you do that that particular invoice will go over into the middle under submitted invoices and after nightly process it'll it'll post.
[CUSTOMER][NEUTRAL] OK, alrighty, that that makes sense and then um.
[CUSTOMER][NEUTRAL] Let's see, I'm confused here and some of this.
[CUSTOMER][NEUTRAL] Um, so I'm just looking, I want to look at the April bill because I want to make sure that I guess I'm paying for the all the right things, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, hold on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm trying to so much I don't know about this.
[CUSTOMER][NEUTRAL] OK, it looks like I mean I guess I don't know. I guess if anybody was supposed to have been terminated that could be corrected on the next invoice, right?
[AGENT][NEUTRAL] Well, we don't do any kind of auto um credits um so when each invoice is generated each month, um, that's where the billing details is where you make any kind of um reconciliation just saying let's say um [PII] was, um, let's say he turned effective 51 so on the [PII] invoice you would deduct that total from the amount um and.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] You would in the due column you would zero that out and make it zero of course and then in the comments box you just put left employment 51 or whatever kind of comment you wanna put and then you'll only pay what that adjusted amount is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see, OK.
[CUSTOMER][POSITIVE] Um, OK, alright, let's do it. Let's pay for it.
[AGENT][NEUTRAL] All right. I'm ready for the card, card number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The name on the card?
[CUSTOMER][NEUTRAL] [PII] That's the doctor that owns the practice.
[AGENT][NEUTRAL] Uh, the expiration date?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh, security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] And can you tell
[CUSTOMER][NEUTRAL] [PII] um 0 associated with the card, I hope it's [PII].
[AGENT][NEUTRAL] All right, let's get.
[CUSTOMER][NEUTRAL] Um, I'm not sure if that's associated with her office or her home or not, but I guess we'll find out if it doesn't go through.
[AGENT][NEUTRAL] Alrighty, that's been processed so y'all are now officially current.
[AGENT][NEUTRAL] Um, what else can I help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, so what is the, the typical due date on the invoices so I can put it on my calendar?
[AGENT][NEUTRAL] Within that particular month like we usually, uh, I do believe we'll generate the May invoices um this weekend, so you'll get that email um either late Sunday night or first thing Monday morning and as long as they're paid within the month of May or whatever month it's billing for.
[CUSTOMER][NEUTRAL] I see. OK, OK. And um, what was one of the thing I was gonna ask you, are you, will you send me a, um, uh, a receipt for the pay bills on office at [PII], OK.
[AGENT][NEUTRAL] Yes, the yeah, the confirmation number was emailed to that um email address that we have on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Super, thank you so much for all your help.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you bye.