AccountId: 011433970860
ContactId: 0f9d6291-136e-4070-b687-2dc225b6b930
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1736900 ms
Total Talk Time (AGENT): 391921 ms
Total Talk Time (CUSTOMER): 465741 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/0f9d6291-136e-4070-b687-2dc225b6b930_20250221T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well hey [PII], how are you doing this afternoon?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm all right other than I don't know what time of day it is.
[AGENT][POSITIVE] Oh, OK. How can I help today?
[CUSTOMER][NEGATIVE] There's worse things in life.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, [PII], uh I got a couple.
[CUSTOMER][NEGATIVE] Seems like I can't figure out how you guys do business on the billing side so um.
[CUSTOMER][NEUTRAL] I'm, I'm gonna hopefully get this answered once and for all today because I've been screwing around with this now for.
[CUSTOMER][NEUTRAL] I don't know how long in the one group and the other group just started in December or January and they apparently didn't pay their bill either so.
[CUSTOMER][NEUTRAL] Um, what I'm assuming based on what I see here is that you guys do not send a paper invoice and you do not email it the client has to go to.
[CUSTOMER][NEUTRAL] The employer portal and.
[CUSTOMER][NEUTRAL] Pull the invoice every month.
[AGENT][NEUTRAL] Yeah, I mean I think that there's an option to have um a paper one sent from billing if you needed that but I do think a lot of people utilize the online portal um for their needs correct.
[CUSTOMER][NEUTRAL] OK, and, and you guys don't do automated payments. We've all kind of determined that at this point. So is that correct as well?
[AGENT][NEUTRAL] For a group, correct?
[CUSTOMER][NEUTRAL] Alright, um, so, uh, you probably wanna know the first group I'm talking about. I'm sorry, I'm, I'm trying not to lose my cool here because this is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] Um, it's the first group is group number 26,850.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I apologize, do you mind, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII] is my legal name.
[AGENT][POSITIVE] Thank you, [PII]. I appreciate that.
[CUSTOMER][NEGATIVE] It's [PII], not [PII], but that's OK. Just just don't call me late for dinner. I don't care what else you call me.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Oh yeah, look, my name is [PII]. People call me [PII], all kinds of stuff, so, OK, alright, so first group I've got pulled up is 26,850 correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I've got that pulled up here.
[CUSTOMER][NEUTRAL] Alright, so I got an email from [PII] yesterday.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They're they have of course we didn't get the.
[CUSTOMER][NEUTRAL] And the enrollment done until right at the end so um.
[CUSTOMER][NEUTRAL] I guess I have incorrectly assumed that they would receive either a paper invoice or an email with their invoice so.
[CUSTOMER][NEUTRAL] I'm actually in my portal.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I know that I can add and delete people from my portal, but it doesn't appear that I can print an invoice from my portal. Is that correct or am I incorrect because I can't seem to find it.
[AGENT][NEUTRAL] Let me see here 1 2nd.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, I see where I can of course send you a copy of the invoice I'm trying to see if there's a way for you to print it out online here, [PII].
[AGENT][NEUTRAL] Do you see something in the um online portal under the my billing details where you can download the bill?
[AGENT][NEUTRAL] Because there is it looks like a download and then you can print from there.
[CUSTOMER][NEGATIVE] Uh, you're working with the guy that's not very good at this stuff, so billing duo oh my gosh.
[CUSTOMER][NEUTRAL] Alright, so that's for [PII], OK, I see that.
[CUSTOMER][NEUTRAL] Will it not generate a February invoice until January has been paid?
[AGENT][NEUTRAL] Correct, yeah, until it's been, until it's been billed, yeah.
[CUSTOMER][NEUTRAL] I don't see the January, OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, and then you probably know what my next question is gonna be, let me, let me see this on here, um.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] That's OK, no worries.
[CUSTOMER][NEUTRAL] Gonna open this up now and see I'm assuming that they can go they can call over the phone and pay over the phone.
[AGENT][POSITIVE] Mhm, yeah, we have somebody in billing that we could um that could definitely take credit card payment over the phone, absolutely.
[CUSTOMER][NEUTRAL] OK, you can't do like a bank payment over the phone?
[AGENT][NEUTRAL] Um, over the phone they can only accept credit card and billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, what I hear you saying is that they're gonna have to open up the system every time and pay it online that way.
[AGENT][NEUTRAL] Yeah, that's how they would pay online correct [PII].
[CUSTOMER][NEUTRAL] OK, so did they get, and I'm sorry because I don't.
[CUSTOMER][NEUTRAL] See the emails they get apparently did they receive an email to set up a username or set up their website?
[CUSTOMER][NEUTRAL] Or set up whatever you call it I don't know what the technical terms are.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I don't see anything in the notes for the group. I can send like a user guide to the email on file if you would like. It looks like it's for [PII].
[CUSTOMER][POSITIVE] Yeah, that would be great um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you send me a copy of it too because I know she's not in the offic[PII] right now.
[AGENT][POSITIVE] Yeah, absolutely, [PII], no, no problem whatsoever.
[AGENT][NEUTRAL] And the email I
[CUSTOMER][NEUTRAL] What's the what's the.
[AGENT][NEUTRAL] Go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] What's the email or the the.
[CUSTOMER][NEUTRAL] Where do they go to set all this up? What's the web address?
[AGENT][NEUTRAL] Uh, the web address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email we have on file for you is [PII]. Is that where you'd like me to send this to?
[CUSTOMER][NEUTRAL] It's [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I did forward that on to you and [PII]'s email also just for her records to have.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I'm, I'm just gonna run I'm trying to figure out because I've got another group that's just been a constant battle and I thought we had it fixed and apparently we don't so um.
[CUSTOMER][NEUTRAL] My thought process at this point is for me to once the invoices load, then I can email that person the invoice each month to remind them to go online and pay it.
[CUSTOMER][NEGATIVE] I don't think the one guy's gonna be wrong. I know he's not gonna be happy about it. I've got, I'm gonna have to solve that one. I'm probably gonna have to pay to pay that myself every month, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was told, hang on, let's so, so let me, let me back up. Let's finish up books shot and then we're gonna move on to the next one because that's a whole another story, um.
[CUSTOMER][NEUTRAL] So if I send [PII] an email every month with an invoice that once it populates in my system.
[CUSTOMER][NEUTRAL] Just really more as a reminder to her.
[CUSTOMER][NEUTRAL] To go in and pay that online.
[CUSTOMER][NEUTRAL] That will suffice correct?
[AGENT][NEUTRAL] Mhm. And like I said, yeah, and we can take.
[CUSTOMER][NEUTRAL] And that's that's and I'm assuming that they could go online and payment and they just enter their bank data.
[CUSTOMER][NEUTRAL] And it can be paid electronically that way, is that correct?
[AGENT][POSITIVE] Correct, you can do EFT online, yes.
[CUSTOMER][NEUTRAL] OK, and I'm assuming the only reason you guys don't set up an a monthly automated EFT is because you want to allow people to have the ability to add or delete employees, is that correct?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, so I can fix that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] On Tony's welding their group number is 24,600.
[AGENT][NEUTRAL] OK, I've got that pulled up here, [PII].
[CUSTOMER][NEUTRAL] Sorry, I'm trying to pull the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEGATIVE] That's not the right email.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] Of course I can't find it.
[CUSTOMER][NEUTRAL] I I know that they sent me a a way to pay or set up.
[CUSTOMER][NEUTRAL] Hang on
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess what she said, I, I still don't understand it, but um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, here it is. Sorry, I just combed through about 20 emails here, um.
[AGENT][POSITIVE] No, no worries.
[CUSTOMER][NEUTRAL] What she said was that they're able to accept an ACH.
[CUSTOMER][NEUTRAL] But it's got to be set up apparently on the employer side she gave me the bank information, the routing transit number and the account number.
[CUSTOMER][NEUTRAL] I was told by the employer that he did that, but apparently it hasn't been done, so, um.
[CUSTOMER][NEUTRAL] I'm going to assume.
[CUSTOMER][NEUTRAL] That it's best to.
[CUSTOMER][NEUTRAL] Do the same process with him as it is with [PII].
[CUSTOMER][NEUTRAL] Or is there a way that I can go in and see or I can go in and set up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Have access to his employer portal.
[CUSTOMER][NEUTRAL] Or can I be set up as an administrator and that's.
[AGENT][NEUTRAL] Hey yeah I'm
[AGENT][NEUTRAL] Yeah, I mean you could be added as an admin if we needed to they've already set up a portal.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, my guess is he hasn't but.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can double check to see if I see anything.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So for this group actually I do show they have their bank routing and account information on file and they have actually logged in online.
[CUSTOMER][NEUTRAL] Wonder, can you see if it's in [PII]'s name or is it in [PII]'s name?
[AGENT][NEUTRAL] Um, it looks like [PII]'s email is the one on here.
[CUSTOMER][NEUTRAL] That explains a lot. So [PII]'s, he and [PII] [PII] and [PII] got divorced and their divorce was final last June.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she needs to be. [PII] needs to be added.
[CUSTOMER][NEUTRAL] That explains a lot. There's probably no way he knows what to.
[CUSTOMER][NEUTRAL] Can he go in and change.
[AGENT][NEUTRAL] Yeah, I mean, it's
[AGENT][NEUTRAL] Yeah, it's just so I'll tell you, so [PII]'s the contact for the group and his email is the contact. I'm assuming that [PII] probably set the login information up meaning that her email is a recovery email like if you forgot password.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Is there a way we can get that changed?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, let's see if we need to.
[CUSTOMER][NEGATIVE] I'm sorry, I know I'm probably, I found I'm not normally this, but I've been dealing with this for quite a while now and it's just seems to be getting worse at the better so that's why I'm so frustrated.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I, yeah, let's see, OK.
[AGENT][NEUTRAL] So it says that you can manage the users online.
[AGENT][NEUTRAL] Um, there's a create.
[CUSTOMER][NEUTRAL] Yeah, but you gotta be able to.
[AGENT][NEUTRAL] I know you gotta go.
[CUSTOMER][NEUTRAL] You don't have, you have to be able to go in to the website.
[AGENT][NEUTRAL] True.
[AGENT][NEUTRAL] Yeah, because I don't have any way of seeing what that password was. I can see what the user name is, but.
[CUSTOMER][NEUTRAL] I would imagine he'll probably know I'm assuming the user name is [PII].
[CUSTOMER][NEUTRAL] Or or it's either [PII] or [PII]
[CUSTOMER][NEUTRAL] Um, [PII] wanted to add.
[CUSTOMER][NEUTRAL] And I don't, I can't remember what their tagline is on that, but.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah gosh there's gotta be a way if you don't have access to that email that we can.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so to reset password, it actually gives choose delivery method of verification, primary phone or mobile phone. So let's see what's on here for phone. Maybe he's got access to the phone.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Tell me when you got it and you're ready.
[AGENT][NEUTRAL] Yeah, I mean it looks like online when you do the reset it gives the option for a primary phone and a mobile phone. The phone number is already loaded so one ends in [PII] and there's a mobile phone that ends in [PII].
[CUSTOMER][NEUTRAL] [PII] is [PII]'s.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The other one is the the company you said [PII]?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Let me check that's that's a I think that's the company number.
[CUSTOMER][NEUTRAL] I may not have it in my oh I do yep, [PII] that's the company number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean, we could try, you could try that. Uh it's weird. I don't see, I can.
[CUSTOMER][NEUTRAL] Yeah, that's, that's a landline though.
[AGENT][NEGATIVE] I know. That's not gonna work.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let me see if there's another way around this.
[AGENT][NEUTRAL] The username for the group Donald is TW fabrication.
[AGENT][NEUTRAL] That's what we set up.
[CUSTOMER][NEUTRAL] PW fabrication.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that all lower case?
[AGENT][NEUTRAL] Yeah, all lower case and I reached out to my help desk to see because I've searched everything I have on my resources I can't see a way where I can get rid of her email and.
[AGENT][NEUTRAL] Um, that way you got, you know, somebody could reset the password for the account.
[CUSTOMER][NEUTRAL] Well, it sounds like, well, no, I can't go online and pay it, can I, because we gotta be able to go online.
[CUSTOMER][NEUTRAL] Is there a um.
[CUSTOMER][NEUTRAL] A tech help that you guys have for this kind of stuff?
[AGENT][NEUTRAL] Um, I mean, we have an IT department, yeah, that we can, um, always send off requests to like if you're having issues it looks like what they have have you do is.
[AGENT][NEUTRAL] You can send us an email. We have a care team and they'll add the email with the group, let's see.
[AGENT][NEUTRAL] It looks like that's the process that they're using right now we're using right now.
[AGENT][NEUTRAL] So for the group if you send the email to [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] They're probably only gonna send that information back to whatever emails on file correct?
[AGENT][NEUTRAL] No, no, no, no, just um in the.
[AGENT][NEUTRAL] Body of the email just put the email address that you would like added for the group and let them know that they need to respond to the email you're emailing from that that one's no longer valid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so yeah just make certain to add a name and the email that you want added you have the user name for the group, um, so that can stay the same if you guys would like it if they would like it to.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah and then probably I probably know what the password is too.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But the problem is, well, I guess I can log in and see if that's the password.
[AGENT][NEUTRAL] Yeah, I mean, definitely can try, um, but that would be the next step to get that email removed off.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, alright, that's what we'll do.
[AGENT][POSITIVE] OK [PII], sounds good.
[CUSTOMER][POSITIVE] All right thanks thank you.
[AGENT][POSITIVE] Yeah, you're very welcome have a nice rest of your day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye-bye