AccountId: 011433970860
ContactId: 04e5380e-7f01-45f7-862c-3fc64fe52b59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 838140 ms
Total Talk Time (AGENT): 265682 ms
Total Talk Time (CUSTOMER): 424318 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/04e5380e-7f01-45f7-862c-3fc64fe52b59_20250312T12:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am the new controller for Grasslands Golf and Country Club. Um, I, I need to figure out, uh, how I go about removing some employees and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And also find out if if if we were signed up to pay our bill online or if we just send a check or how we get this paid.
[AGENT][POSITIVE] OK. Um, well, I can definitely help you with the groups, um.
[AGENT][NEUTRAL] Account and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and I'm in the accounting department.
[AGENT][NEUTRAL] OK, here we go and I just found your group number. Hold on one moment.
[AGENT][NEUTRAL] Alright, and I have the group pulled up. I just need you to verify the um mailing address and then your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email is going to be [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, um, to remove employees, you can do it two ways. You can do it from the online service center or you can um email the care team, um, care team at [PII] and just list, you know, whoever you want to terminate the, you know, the date as of, you know, all the information for the termination, we'll go ahead and get it completed.
[AGENT][NEUTRAL] And um confirm for you through the email or you can do it on the online service center. And then um you said you also wanted to know about the billing.
[CUSTOMER][NEUTRAL] Yeah, um, how do we pay this bill?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Hold on one moment let me see what the invoices are.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold? It looks like, let me check first. Do you mind if I place you on a brief hold?
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is Male group billing. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm doing fine, [PII], thank you for asking. How about you?
[AGENT][POSITIVE] You're welcome. I'm doing good. I may not have to transfer, um, but can you look at this group with me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I sure can. Uh, what's that group number, hon?
[AGENT][NEUTRAL] So it's 25923.
[CUSTOMER][NEUTRAL] 25923.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For grasslands Golf.
[CUSTOMER][NEUTRAL] OK, 259.
[CUSTOMER][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] Grassland golf. OK, hon.
[AGENT][NEUTRAL] So she's asking me, so she, I helped her with removing the employees, but now she's asking me how does the group um make their payments, like do they mail it in or and I don't know how to look, I looked through like on the notes and then I went to GRMAI but I don't know how to like see how a group, you know, makes their payments.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Do I have to, I was trying not to have to transfer, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you don't, I mean that, that's fine either way, don't worry about that. And it's, you know, you really can't tell, um, just like
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] There is a way to tell, but um.
[CUSTOMER][NEUTRAL] Do y'all have a do you have access to OSC?
[AGENT][NEUTRAL] OSC.
[CUSTOMER][NEUTRAL] OK, and do you, can you see the uh invoices that are out there and all that?
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK, I didn't think so. I just wanted to just to ask, um, I think they pay EFT. I think they pay online, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me double.
[AGENT][NEUTRAL] So just for me because I didn't want to, um, I never want to have to.
[CUSTOMER][NEUTRAL] I mean if you have to transfer her you I mean you can but.
[AGENT][NEUTRAL] No, no, I can explain. I can, I can let her know that. I just want to make sure it wasn't something I was supposed to know how to do and I did it.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, honey, I understand that. I understand that. Um.
[AGENT][NEUTRAL] I just want to make sure.
[CUSTOMER][NEUTRAL] Let's see. I
[AGENT][NEUTRAL] Because I'm like, I've never seen this before, so maybe, OK, so I just want to make sure.
[CUSTOMER][NEUTRAL] Right. And it's hard. It, it is hard to tell. I mean, there's
[CUSTOMER][NEUTRAL] But I think they, I want to say, let's see, I can tell you right off the bat that
[CUSTOMER][POSITIVE] This is exactly what they do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They pay online?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I may be wrong.
[CUSTOMER][NEUTRAL] But I'm not pulling up anything.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me check the bank draft reports and see I can double check that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna check back with her. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] That is fine, honey.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I'm on the other line with group billing, um, they're checking your invoices now, but she said it looks like it's um through online, but she wants to, she just wanted to double check, so I just wanted to check back with you to make to let you know what I was doing on the other line.
[CUSTOMER][NEUTRAL] OK, and is it a problem if I send a check, um.
[AGENT][NEUTRAL] No, it's not a problem if you, if you, um, send a check.
[CUSTOMER][NEUTRAL] OK all right well I didn't know if it was like an automatic withdrawal or if we have to initiate it every time or or what?
[AGENT][NEUTRAL] Oh yeah, so for the groups, you'll have to initiate, we don't have the automatic payment yet. So in that case, you'll be, you'll be fine.
[CUSTOMER][NEUTRAL] OK, and I, and I forgot I already sent an email uh let's see one day last week I believe, um, letting them know that I'm the new controller and and who to terminate so uh.
[AGENT][NEUTRAL] Yes, and I do see from that email it um because like when I pulled up the group, you're now listed as like the group contact with all your information.
[CUSTOMER][NEUTRAL] So you should have already got.
[CUSTOMER][POSITIVE] OK, OK, OK, great. All right.
[CUSTOMER][NEUTRAL] Alright, well then, um, for right now I'll send a check and then at some point I'll, I'll get it set up for figure out how to do online payments, so.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great evening.
[AGENT][NEUTRAL] Well, day
[CUSTOMER][POSITIVE] Thank you, you too. Yeah.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hi dear.
[AGENT][NEUTRAL] Hey, I'm OK. She, um, she asked me if she could mail in the payment. I'm like, yeah, you can mail in a payment, and she's like, I just want to make sure we weren't on like automatic payments or anything. I said, no, we don't have that yet for the group, so we're OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right, and um so she can um you said that you had some terminations that she had.
[AGENT][NEUTRAL] Mhm, she's gonna send that to the care team.
[CUSTOMER][NEUTRAL] OK, great. I was gonna
[AGENT][NEUTRAL] But I thought about the online service center too.
[CUSTOMER][NEUTRAL] Yeah, because that's how they make their uh their uh payments. They, they, they pay online.
[CUSTOMER][NEUTRAL] And she can make the adjustments online, um.
[CUSTOMER][NEUTRAL] Before she makes her payment?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] But yeah, so.
[AGENT][NEUTRAL] When they, oh, I'm sorry, when they send us the email and we send it to y'all with like the group contact changes and stuff.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Does that
[AGENT][NEUTRAL] Like how does that connect with the online service and, you know how we tell them to like update the contact list so we can put them on the online service center or, you know, they'll have access.
[CUSTOMER][NEUTRAL] Well, well, once we change them um on um.
[CUSTOMER][NEUTRAL] In our system as far as that we're able to uh it'll update the contact in the OS I mean in the OSC the only thing that it does not update is the original user.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Um, you know, in the profile.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where it says the profile administrator.
[AGENT][NEUTRAL] Like the like the contact admin?
[CUSTOMER][NEUTRAL] Right, and it's got um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that particular one, let's see, 25923. OK. It's got [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] As the uh.
[CUSTOMER][NEUTRAL] Primary contact.
[CUSTOMER][NEUTRAL] If you go over and you look and see who all is listed on there.
[CUSTOMER][NEUTRAL] As an authorized user?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually, what happens is, is what they should do is they should take um
[CUSTOMER][NEUTRAL] The original users say if [PII] is the um.
[AGENT][NEUTRAL] Like the main person.
[CUSTOMER][NEUTRAL] Uh huh, what they should do is change the email address on the original user, send her the new contact because see right now as it is she does not have the primary and we want them to use utilize so if they're they're adding somebody else on there we want them to be able to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To make those changes instead of us having to add them we want them to add them.
[AGENT][NEUTRAL] So we want to push for OSC, OK.
[CUSTOMER][NEUTRAL] Right, we want them to utilize that because we're not gonna say I mean anybody can say hey add me on there, but if we don't have that authorized, you know, we want them to utilize it, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And say as he is right now, she's not gonna be able to add anybody or what have you as.
[AGENT][NEUTRAL] Because she's not like the parent account on the OSC.
[CUSTOMER][NEUTRAL] Right, and we cannot change that new user, you know that the original user, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That makes sense.
[AGENT][NEUTRAL] Yeah, but then what does the group need to do to, how do they, like if she leaves, how do they change the original, so that the, you know what I'm saying, so the next person.
[CUSTOMER][NEUTRAL] I get it. Uh, I, I see, I've been seeing a lot of those where i[PII]'s been suspended and then them adding like that. I don't, don't get me into lying on that because that's not what I was, that's mm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's something different, that's
[CUSTOMER][NEUTRAL] That is something I'm not sure of or why they're doing that or what have you that it's something I probably need to check up on, but it's neither here nor there as long as she can get online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, um, but if you have any other questions, honey, just let me know. uh I'll be glad to.
[CUSTOMER][NEUTRAL] At least try to help you.
[AGENT][POSITIVE] Well, you sure have made this clear as mud for me, so I appreciate you, [PII].
[CUSTOMER][POSITIVE] Well, I appreciate you too, and is there anything else, honey, I can do for you?
[AGENT][POSITIVE] No, I'm good. Thank you.
[CUSTOMER][POSITIVE] All right. Well, you're welcome and thank you.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] You too, sweetie. Bye-bye.
[AGENT][NEUTRAL] Alright, bye bye.