AccountId: 011433970860
ContactId: 09055ebf-805f-4be4-910d-5946a3873e61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428399 ms
Total Talk Time (AGENT): 133240 ms
Total Talk Time (CUSTOMER): 229444 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/09055ebf-805f-4be4-910d-5946a3873e61_20250529T18:06_UTC.wav
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[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. This is [PII] with group number 25668.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Absolutely. [PII].
[AGENT][POSITIVE] OK, and how can I help you today?
[CUSTOMER][NEUTRAL] So, um, a couple of days ago I was working on the invoice on the app on, on the, the website, and it locked me out when I was trying to make a change. I called, um, to ask for assistance and I was told that I couldn't because I needed my um director who's the only one that was um allowed to give authorization so she's here with me now. Her name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Say hello.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good afternoon [PII] how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good good thank you um as [PII] mentioned we're calling to find uh trying to find a solution to the issue we're running into um, [PII], um, usually, um, takes initiative to go ahead and edit, um, the invoice as we have some terminations that we would like to remove as you.
[CUSTOMER][NEGATIVE] every month we do that and unfortunately at this point she's trying to edit on the portal under my employees and it's not allowing her to do those edits so we would like to understand what's going on if there's something new that we need to be aware of um if you can please guide us through this and advise what is um what it needs to be done to, uh, get this fixed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, it looks like we only have.
[AGENT][NEUTRAL] One user account for this group number um if you would like, you should be able to whenever you log in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and add her, you should be able to add her.
[CUSTOMER][NEUTRAL] Well, let me explain to you we have an account for the entire uh department so we logged in with the same user ID uh same password, and then again she has been doing this um like my, my access is her access per se, right? So.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Again, we don't understand when she goes through the bill and she goes into the billing details and she's looking at the list of employees, she was able to edit the amount, the due amount, because she's obviously doing an adjustment, um, she's no longer able to do it, that's what we're trying to to say. So it's, it's uh grayed out so that there's no changes allowed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh OK um let me see.
[CUSTOMER][NEUTRAL] We're trying to edit the invoice with those adjustments and this is the the the invoice that says submitted invoice which I really didn't submit it because I was edit in the middle of editing when something went berserk and um it's the one that's uh it has the date of [PII]. I don't know if you can see that.
[CUSTOMER][NEUTRAL] Is there any way to reopen that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like I will need to send you to group billing, um, and again, um, I am only seeing, um, one user for the online portal account, um, once you do go in there you should be able to add.
[AGENT][NEUTRAL] Uh, [PII] as a user and she will have her own account or not her own account but she will have her own user name through that, um, [PII], it looks like you will need to be the one to do that. Let me go ahead and, and your account is active and I'm not showing that you're you're locked out, but let me go ahead and get the first issue taken care of. um I will need to send you to group billing for that so they can help you with your invoice, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And real quick [PII], can I get you to verify your address, the address and the uh email that we have on file?
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] OK, I will assume is the company address which is [PII] telephone number [PII].
[AGENT][NEUTRAL] OK, and give me just one moment while I transfer you to group billing.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] with the care team. I have a [PII] and [PII] um on the line for group number 256-68.
[AGENT][NEUTRAL] They were trying to do something with their invoices on the online portal account and it kicked one of the it kicked them out and I was wondering if you could help them with their invoices.
[CUSTOMER][NEUTRAL] Uh, yeah, give me one second, let me get them pulled up.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] And you said it's [PII] and [PII]?
[AGENT][NEUTRAL] Right. [PII] isn't on their um, their list, and so she has [PII] with her. And then I did go ahead and let [PII] know that she should add [PII] on there as someone who can talk to us, um, if you, you might want to verify that with her again, but [PII] is on there or on the call as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is the callback number the one on the screen ending in [PII]?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and they've already been verified and everything I'm assuming.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, alright, you can go ahead and send her over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with, uh, [PII] and [PII]?
[CUSTOMER][NEUTRAL] Oh yes, yes, can you speak a little louder? I'm sorry, I'm having difficulty understanding. Thank you. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII] in the billing department.
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEUTRAL] Um, so I understand you guys are having some issues, uh, with the online service center, is that correct?
[CUSTOMER][NEUTRAL] Yes, it's on the the invoice number 638.
[CUSTOMER][NEUTRAL] 8225
[CUSTOMER][NEUTRAL] That it looks like it was submitted on [PII], but I was in the middle of editing when it went into submission and I, I wanna be able to open it up is that possible to reopen that up because.