AccountId: 011433970860
ContactId: 1ac2e6bc-21ba-4352-a02c-75febe743785
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451299 ms
Total Talk Time (AGENT): 142023 ms
Total Talk Time (CUSTOMER): 227922 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/1ac2e6bc-21ba-4352-a02c-75febe743785_20250304T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] Hi, I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I have [PII] on the phone. She's with group 12812. She's the new admin and she needs to know how to get set up and she also needs to take somebody off the bill.
[AGENT][NEUTRAL] OK. All of that needs to be done in writing, but, uh, send it to me.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am. I was looking to make sure if I had access to our um employer account.
[CUSTOMER][NEUTRAL] And then also I am looking to find out what is the process for having somebody removed off of the billing um because they're no longer with the company.
[AGENT][NEUTRAL] OK, I can help you with that. So, let's start with uh verifying some information first. Can you verify the uh billing address for me?
[CUSTOMER][NEUTRAL] Um, the billing address would be [PII], or it'd be a [PII].
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK, we've got the PO box, um, and can you verify who we currently have as the contact person?
[CUSTOMER][NEUTRAL] Um, that I would say would either be [PII] who has now moved to Treasury Department, or it would be [PII], who is the director of human resources.
[AGENT][NEUTRAL] OK, we have [PII], and can you verify the phone number we should have on file?
[CUSTOMER][NEUTRAL] Um, that would probably be the HR cell phone number [PII].
[AGENT][NEUTRAL] We have a different one.
[CUSTOMER][NEUTRAL] Or they could be [PII] or if it's not that one I would think that it may be his personal cell phone.
[AGENT][NEUTRAL] Um, we have a non.
[CUSTOMER][NEUTRAL] Because those are the ones to the office.
[AGENT][NEUTRAL] We've got um phone number ending in [PII].
[CUSTOMER][NEUTRAL] Let me hold on, I'm gonna put you on speaker and check see if that's his phone number.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] No, because his mobile phone number is [PII]. I don't know what phone number you have on file.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] [PII] is that burnings maybe hold on.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] No, that's not sure either.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That would definitely be an old phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I'm trying
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] So that phone number belonged to our former finance and human resources director [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so [PII], what um, what would need to happen um first is if [PII] does not want to be the main contact on file, he would need to send us something in writing to um one of our emails and let us know who to change that contact person to, um, and then we can get that information updated and as far as taking someone off of the invoice um.
[CUSTOMER][NEUTRAL] Would
[AGENT][NEUTRAL] An email we we need something in writing or you can just manually make that adjustment on an invoice um.
[AGENT][NEUTRAL] When you pay it.
[CUSTOMER][NEUTRAL] OK, and I, I can send an email, um, will they honor that if it's an email that's sent from me or does it need to be sent from the person who's the contact on there? I don't need to be the main contact but I just need to be able to have access.
[CUSTOMER][NEUTRAL] to be able to manually go in there and when we do have people that you know retire or terminate what not I can go ahead and remove them off um and then also verifying and making sure like when the bills come in you know that they actually are going to our HR email so both of us get it.
[AGENT][NEUTRAL] OK, so as far as a termination, um, we just need to have something in writing. It doesn't matter who it comes from because we image it on our end so if anything does ever come up we can say, well, hey so and so send an email to term the policy so there's a backup, um, but as far as you being like an authorized contact, [PII] would need to um.
[CUSTOMER][NEUTRAL] Because I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Put that in an email um and then once we get that situated um then he could set you up an account with our online service center and we would also make note um.
[AGENT][NEUTRAL] In the system that you, that we can speak to you.
[CUSTOMER][NEUTRAL] OK, that's not a problem. Um, are you able then to verify to me because I am sending out a check today for the um.
[CUSTOMER][NEUTRAL] Of course for the invoice but I have February's invoice and then I have March's invoice so I'm wanting to make sure if this is for March's payment that I'm making or do we still owe for February because I have a total amount of 8930.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like the only invoice that the group has outstanding is.
[AGENT][NEUTRAL] March invoice number 6381654.
[CUSTOMER][NEUTRAL] Yeah, OK, and I have marches. Oh, then what I will go ahead and do is just attach a copy of marches to that and then assume that these have already been paid. OK, cool, and then I will go ahead and then just, um, actually you said I can write this on the invoice.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I'll do that and then I'll just also just email the billing or yeah billing um department for that. OK, thank you so much for all your help. I appreciate it.
[AGENT][POSITIVE] You're, you're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, we're all good thanks.
[AGENT][POSITIVE] Alrighty, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.