AccountId: 011433970860
ContactId: 14098b05-a0d1-489b-a230-be2e0fcead0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501140 ms
Total Talk Time (AGENT): 214026 ms
Total Talk Time (CUSTOMER): 214084 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/14098b05-a0d1-489b-a230-be2e0fcead0b_20250508T19:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] 14 from [PII]. I need to make a payment.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can I please get your group number?
[CUSTOMER][NEUTRAL] Uh, give me just one second. Group number 26995.
[AGENT][NEUTRAL] All right. And is [PII] a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK. All right, [PII], um, can I get you to please confirm the um street address that we should have on file for your group?
[CUSTOMER][NEUTRAL] You have [PII].
[AGENT][NEUTRAL] OK, thank you. And um the name of [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, let me get your invoices pulled up so we can see which one we need to pay.
[CUSTOMER][NEGATIVE] There's absolutely no way to set up autopay with you guys?
[AGENT][NEUTRAL] Um, no, we don't do auto pay, um, through us. The only way that you could have it like auto drafted would be if you set up a bill pay through your bank, um, or, but otherwise you'd have to, I don't do you use the online service center?
[AGENT][NEUTRAL] To view your invoices and stuff.
[CUSTOMER][NEUTRAL] Uh, I did, I did.
[CUSTOMER][NEUTRAL] I would have to log back in to verify.
[AGENT][NEUTRAL] OK, because I was gonna say you can send your
[CUSTOMER][NEUTRAL] Oh yes, yes, I did, so this is, this is our 2nd month. I did log in during that my first month, but there was an extra employee, so I needed to remove him first, so I contacted my broker and it.
[CUSTOMER][NEUTRAL] So he was removed for the month of May, but he should have been removed since April.
[AGENT][NEUTRAL] OK. That's what I was gonna say it, it's, you can actually remove them yourself, like when you're logged in, um, you can actually uh remove them before you pay the invoice. Um, so you don't have to like go through your broker and wait and stuff like that and worry about the amount being wrong.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, some
[AGENT][NEUTRAL] Um, but if you would like, um, if you wanna log in and, uh, submit it yourself while I'm on the line, you can, or, um, I can edit it, um, whoever you need to remove, and, um, we can take your payment with a credit card over the phone.
[CUSTOMER][POSITIVE] OK. I'm logging in right now. Yes, I wish to do it while you're on the phone so that I can learn and from now on, keep doing it online. Yes, I don't wanna have to be calling every month.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I have, I'm logged in. I have the 2 invoices.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you'll wanna click on April, um, but don't click in the print, don't click where anywhere where it says print just click like under amount bill or bill date, um, just click on that invoice.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK.
[AGENT][NEUTRAL] And then it might take a second to load, but you should see billing details and then you're a drop down with your employees, so just let me know when you see that.
[CUSTOMER][POSITIVE] Yes, I do have the drop down, yes.
[AGENT][NEUTRAL] OK, so, um, whoever is the employee that needs to be removed, um, are, are they on there still, or do you need to remove them?
[CUSTOMER][NEUTRAL] So it's on the bill, it is not on the second part. So I'm seeing uh two different spreadsheets. The first one with the amount per employee, and on that one he still appears on the second one where it says my employees, he's no longer there, but on the previous one, he is with the 56.11 charge.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK, so that with the part where you actually your invoice, um, where you're seeing him, that's what you'll need to edit so um what's the name of the employee that needs to be removed?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK, so, um, where you see his name on the invoice where you see the due and you see the 5611, you'll double click in there and put a 0.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK. Done.
[AGENT][NEUTRAL] And then it'll make you put a comment anytime you make a change, so you'll just put um his termination date in the comments so you can just say like terminated or retired or whatever it was and just put the date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Done.
[AGENT][NEUTRAL] OK, and you'll push save changes.
[CUSTOMER][NEUTRAL] Uh, so,
[CUSTOMER][POSITIVE] Saved. OK, perfect.
[AGENT][NEUTRAL] Alright, and then do you see all the way on the right um where it says your invoice total due that should be less than 280 55 now. OK, so if everything's correct now, you'll press submit invoice.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes, it is.
[CUSTOMER][NEUTRAL] Got it. OK. So one-time electronic funds transfer.
[CUSTOMER][POSITIVE] OK, so I just add my account. Awesome. That way I don't have to be adding it every time.
[AGENT][POSITIVE] You're so good with this, by the way, cause I, I learned a lot of times when I try to walk someone through it and um it's like takes a little longer, but you're getting it like so quickly.
[CUSTOMER][POSITIVE] I'm happy. I'm happy.
[CUSTOMER][POSITIVE] But I have absolutely every single payment that I need to make monthly, I have autopay. So I, I just check that the amount was drafted, but I don't have to be hyper-aware of the due dates and everything. So, for me, autopay is the most fantastic thing someone invented.
[AGENT][NEUTRAL] Yeah, we just don't have auto pay just because groups they usually have like a lot of like terminations or changes and stuff like that so we don't wanna deduct the money and then yeah it'd be for someone that was supposed to be removed, you know.
[CUSTOMER][NEUTRAL] Yes, I know.
[AGENT][NEUTRAL] And then after you get the April squared away, you'll just click on May and do the same thing.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Got it. So, thank you so much. Now I know what I need to do. I just wanted to, to verify because I, I contacted my broker and to, because I received the bill by regular mail, so I was like, I thought this was an autopay, so just wanted to confirm, and she said like, no, they don't allow that, so, but awesome, uh, it has been taken care of.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Got it. So, now I keep doing it month to month. Thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] Yeah, no problem, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that's about it. Thank you so much. I appreciate it.
[AGENT][POSITIVE] All right, well, it's a pleasure assisting you. Yeah, I hope you have a great weekend. Thank you.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye.