AccountId: 011433970860
ContactId: 09d45bd1-83a2-4be8-b6b7-b0edf235c9fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 916030 ms
Total Talk Time (AGENT): 364220 ms
Total Talk Time (CUSTOMER): 255071 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/09d45bd1-83a2-4be8-b6b7-b0edf235c9fb_20241231T19:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. My name is [PII]. I'm with the Geechee Area hospice.
[CUSTOMER][NEUTRAL] Um, we just, um, got myself activated as, um, admin with APL, and we are trying to, um, I think we have a payment that was needing to be paid um and but before we could do that we had to go and get myself um set up and then we do not have an an access to online is there a way to do this online?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To pay payments online and.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] I believe there is Ms. [PII], but before we proceed, is it possible to get a callback number and your group number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, our callback number is [PII].
[CUSTOMER][NEUTRAL] And the group number is 26,090.
[AGENT][NEUTRAL] And can you verify, Ms. [PII], the group's mailing address for me, please?
[CUSTOMER][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We've got [PII]. Give me just a second, let me update this.
[CUSTOMER][NEUTRAL] OK, [PII] is the the street address street zip.
[AGENT][NEUTRAL] So should we be using the street address or?
[CUSTOMER][NEUTRAL] No, um, either is fine. We get mail at either one, but if you wanna, if, if, if you have the mailing, then you just need to change the zip code to [PII].
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bear with me just one moment.
[AGENT][NEUTRAL] And can you also verify your email address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that and that is what we have on file. So I've updated the zip code and let me show you guys are set up on [PII], I believe, but let me double check.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And did you just set up your username and account info?
[AGENT][NEUTRAL] Or it wouldn't let you.
[CUSTOMER][NEUTRAL] Um, no, we have not set up anything yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, since we have you listed as the contact you can definitely set it up an online service account and when you set up an online service account you'll have access to do the bill online but it looks like you guys are already on an ACH. I'm gonna have to double check with our billing department. Is it OK if I place you on a brief hold while I check on that for you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure mhm.
[AGENT][NEUTRAL] OK, hold on just one moment please.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], um, I've got a bookkeeper on the back line.
[AGENT][NEUTRAL] And she's trying to, I guess she wants to know if she registers on the OSC will she be set up can she set up payments through the online service center?
[CUSTOMER][NEUTRAL] Like as in automatic payment?
[AGENT][NEUTRAL] I guess or can she pay the bill through the online service center?
[CUSTOMER][NEUTRAL] Yeah, the invoices can be paid online, but they're, we don't, we don't do any kind of group bank draft.
[AGENT][NEUTRAL] OK, well that was my next question on her billing screen it's got an ACH account so what's that mean?
[CUSTOMER][NEUTRAL] So whenever they first register with the online service center and they go to pay their invoice online, the option is one time EFT payment and so they'd have to put in their uh routing number and account number and that's what the ACH part is but they would still have to go in each month and reconcile their invoice and submit it for payment, yeah.
[AGENT][NEUTRAL] Do it manually.
[AGENT][NEUTRAL] OK, OK, now that all makes sense, so that's so it records it once it gets put in there that one time.
[CUSTOMER][POSITIVE] Yeah, it saves it. Yeah, it saves it the first time to where they don't have to enter it every time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Got you. OK, well, I'll let her know and I'm gonna assist her with registering on the OSC. I just was trying to double check everything since that billing ACH threw me off.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Yes ma'am yeah yeah and if uh uh if she's got any other questions just let me know.
[AGENT][POSITIVE] OK, I will. Thank you. Have a good day. Mm bye.
[CUSTOMER][POSITIVE] You're welcome you too bye.
[AGENT][NEUTRAL] OK, Ms. [PII], I apologize for the wait. All right, so if you'd like, I can go ahead and help you register on the online service center and once we get you registered, you'll be able to make your payments through the online service center, um, through an automated EFT, but you'll have to do it every month. Um, and it looks like, I guess at some point initially one bill or it may have been several bills since then.
[CUSTOMER][NEUTRAL] Yes, that's OK.
[AGENT][NEUTRAL] Has been paid through the online service center on ACH, but the person who is doing it doesn't look like they've been in here in a while, so we definitely need to get you set up on a separate username. Are you able to do that right now, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh I am, yeah, sure.
[AGENT][NEUTRAL] OK, if you'll go to [PII] for me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that's where I'm at now. I was already on there.
[AGENT][NEUTRAL] OK, so now that we're there you're going to be going to new user which is the right hand column from the login details.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're gonna like I'm an employer group who offers APL products to my employees.
[AGENT][NEUTRAL] And it's gonna ask you a couple questions once you elect that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I just updated the zip code, so it does now have the correct zip code [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, this says based on information you entered an account already exists.
[AGENT][NEUTRAL] You added your information [PII].
[CUSTOMER][NEUTRAL] Mhm, uh, and it, it asked me to enter my group number?
[CUSTOMER][NEUTRAL] Provide the following information for employee group account that's where I'm supposed to be, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Group number zip code telephone number city my my email.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And state.
[AGENT][NEUTRAL] And it's giving you that there's already an account?
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][NEUTRAL] OK, let me see if I can add you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] I'm gonna attempt to do this manually so just bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go out of it one more time for me and try it again. I suspended the previous details. I'm hoping that's gonna work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So it's secure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And click I am employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 260.
[CUSTOMER][NEUTRAL] Nope, still says the same thing.
[AGENT][NEUTRAL] OK. Give me just a second.
[AGENT][NEUTRAL] OK, Ms. [PII], I was trying to help you without having to transfer you. I apologize. I'm gonna have to transfer you to our billing department and see if they can help us further with this, and I'm gonna let them know what I've done, um, as well, just that, just in case I try that too. Alright, is it OK if I transfer you for further assistance on this? All right, thank you for that, Miss [PII]. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Sure, mhm, yeah.
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][POSITIVE] Well thank you for calling APO. You have a wonderful day and hold please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling AP. This is [PII]. Can I help you?
[AGENT][NEUTRAL] It's me again. You must be the only one working the phone.
[CUSTOMER][NEUTRAL] Hey. Apparently, I need everybody else to get on the phone.
[AGENT][NEUTRAL] I know girl, I'll be like that up here too, um, OK, so I was trying to help the lady register on the account but I guess because somebody's already had an account but they're no longer there. The passwords expired. It looks like the last login was last year. It's registering that it's set up and it won't let her create one. Is there any way we can.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Create one for her separate.
[CUSTOMER][NEUTRAL] What's the uh number and let me look.
[AGENT][NEUTRAL] [PII] and [PII] and she is listed as the updated contact and her email information but the previous username was from [PII].
[CUSTOMER][POSITIVE] That's a great number.
[AGENT][NEUTRAL] And it says tinker on the phone.
[CUSTOMER][NEUTRAL] Alright, let's see here.
[CUSTOMER][NEUTRAL] Um, it'd be good if I put in the right group number.
[CUSTOMER][NEUTRAL] And [PII]. Oh well, that one's suspended so.
[AGENT][NEUTRAL] And I tried to to
[CUSTOMER][NEUTRAL] Um, so we have Tank Tanker.
[AGENT][NEUTRAL] Who needs to be, yeah, and she needs to be, she has, needs to have her own stuff, that means. I know, girl, I had to double ask her her name and, and then when I, when I saw the group, I was like, OK, it really is that. So anyhow.
[CUSTOMER][NEUTRAL] It's on the phone?
[CUSTOMER][POSITIVE] It really does.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, let me see if I'm able to do it on my end, um.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, I can set her up an account and uh just let her know I'll set one up and to be expecting an email with her, uh, instructions.
[AGENT][NEUTRAL] With the instructions and stuff and will that include on how she can pay online too, because I guess that's really what she's trying to do.
[CUSTOMER][NEUTRAL] Uh, yeah, I'll, I'll put it.
[CUSTOMER][NEUTRAL] Yeah, I'll put in. I'll put the group payment fly in there.
[AGENT][POSITIVE] OK all right I really appreciate it. I'll let her know no need to transfer.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you hon. Have a good day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] You're welcome you too.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Ms [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I did get a representative on the line and she stated to me that she's gonna email you um the information she's gonna go ahead and set you up and she's gonna email you your username and information and also a payment flyer which will give you the instructions on how you can pay everything online as well.
[CUSTOMER][POSITIVE] Oh, OK, alright, well that sounds perfect then.
[AGENT][NEUTRAL] So you should have it.
[AGENT][NEUTRAL] Yes ma'am, you should have it in about 15 to 20 minutes. It will be coming from [PII] in our billing department, so it's like [PII].
[CUSTOMER][NEUTRAL] OK, alright then I'll keep an eye out for it.
[AGENT][NEUTRAL] All right, thank you, [PII]s. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, uh uh, that's it.
[AGENT][POSITIVE] Thank you for your patience and you have a wonderful day and thanks for calling APO.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you