AccountId: 011433970860
ContactId: 23768802-b90b-4bf5-9988-4000785f0d40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 583599 ms
Total Talk Time (AGENT): 256169 ms
Total Talk Time (CUSTOMER): 265529 ms
Interruptions: 9
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/23768802-b90b-4bf5-9988-4000785f0d40_20250408T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How's it going today?
[AGENT][NEUTRAL] Hi, it's, it's Tuesday. How are you?
[CUSTOMER][NEUTRAL] It is Tuesday, yeah, that's that sums it up.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, I've got an interesting one for you. Um, so I've got a group admin on the line. She's, uh, gave me two different group numbers that she's over, and she said that she was trying to go on the website and could not see any open invoices. So I looked and from what I can see, I don't see any invoices and the last notes I see were from [PII] so I'm a little stumped on this one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, what's one of the, what's the group numbers?
[CUSTOMER][NEUTRAL] Right, one is 13741.
[AGENT][NEUTRAL] And what's the other one?
[CUSTOMER][NEUTRAL] That is, uh, so it's 4 consecutive zeros and then 8, so 00008.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, 137413741 is company 22. They have the AO3 policies.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, I never thought to look at groups through that.
[AGENT][NEUTRAL] I know we only have we only have a handful of groups that still have that AO3. Both of them are company 22, so with that being said, what, what's our question?
[AGENT][NEUTRAL] She's saying there's no open invoices?
[CUSTOMER][NEUTRAL] So she wanted to see um open invoices right on the OSC.
[AGENT][NEUTRAL] OK, well, she just paid one or one was just processed on [PII], and
[AGENT][NEUTRAL] The other one
[AGENT][NEUTRAL] Was processed on [PII], so there there's no open invoices.
[CUSTOMER][NEUTRAL] OK, and she also mentioned that she had received a paper invoice for one but that's something she she could update that through the OSC as well couldn't she?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, I don't think they can. Hang on one, no, that I, I don't think that they can update that part in the OSC, but I can fix it on my end. Hang on one second. Let me see which one.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, so that one is no paper invoices.
[AGENT][NEUTRAL] Um, I don't know why she's rec let me look and I don't know why she's receiving it and both of them are on stock paper invoices.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, there's no way for me to tell which invoice she got.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Did she give you an invoice number?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Do you wanna talk to her just in case she's got more questions?
[AGENT][NEUTRAL] Let's see when we put sure is this the line?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, we are speaking with [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she does have a different call back if you wanted that.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] All right, I sure appreciate it thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is OK. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] I'm holding for somebody. Was I holding for you?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The but the, um, we can start with you. There's no open invoices so there's nothing due at this moment, um, so.
[CUSTOMER][NEUTRAL] But there are open there are open invoices. There's this is the [PII] of.
[CUSTOMER][NEUTRAL] April that is paid week week they're paid weekly. I paid the invoice that I issued.
[CUSTOMER][NEUTRAL] Was 3:28.
[AGENT][NEUTRAL] 830,690.
[CUSTOMER][NEUTRAL] Yeah, both of them 328.
[AGENT][NEUTRAL] That was
[AGENT][NEUTRAL] That the 690 was processed on [PII].
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] Right, and that was for.
[CUSTOMER][NEUTRAL] The pay period 328.
[CUSTOMER][NEUTRAL] And this is 7 days later there should be one for 4 or 5.
[AGENT][NEUTRAL] Uh, the
[CUSTOMER][NEUTRAL] For both of these groups.
[AGENT][NEUTRAL] The next one for the um 00008, the last invoice that was processed um was 830704 and it was processed on [PII].
[CUSTOMER][NEUTRAL] Right, and that was for the pay period 328.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm just saying these always have been in there weekly.
[CUSTOMER][NEUTRAL] And there should be.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] For last week because they're paid every Thursday.
[AGENT][NEUTRAL] Well, there's there the I mean there's not any open invoices. The last invoice has already been processed.
[CUSTOMER][NEUTRAL] Right, so how do I get this money up for the 3, the 42 payroll which just happened.
[AGENT][NEUTRAL] It won't, it won't go out until, um, Friday, I do believe. Let me.
[CUSTOMER][NEGATIVE] I mean it doesn't go out, it goes up it should go up on the screen.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Which, yeah, which it won't.
[CUSTOMER][NEGATIVE] I I don't, the invoices should not be mailed.
[AGENT][NEUTRAL] It won't, then they, and they're not male. They're.
[CUSTOMER][NEUTRAL] They always had been before.
[AGENT][NEUTRAL] Yes, and both groups do not are not receiving any paper invoices, um.
[CUSTOMER][NEUTRAL] Yeah, but I did receive paper invoices a couple weeks ago. I got like 4 of them in a row.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] And what what were those invoice numbers?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I don't know. I threw him out because I had already and you know, I uploaded them because I've always uploaded, but I should have. I've got a payroll for 43 for Olson's and 44 for H[PII] that should should be up there.
[AGENT][NEUTRAL] Well, and that's the last, that's the last two invoices that were processed for those.
[CUSTOMER][NEUTRAL] I mean I'm not that caught up.
[CUSTOMER][NEUTRAL] No they weren't.
[AGENT][NEUTRAL] That's the only thing that's, that's the only thing that, I mean.
[AGENT][NEUTRAL] There's nothing due at this moment in time.
[CUSTOMER][NEUTRAL] The payrolls are you know that I'm looking at.
[CUSTOMER][NEUTRAL] I'm looking at my my receip my copies the invoice state, the invoice, the invoice I paid.
[CUSTOMER][NEUTRAL] On [PII] was for 328.
[CUSTOMER][NEUTRAL] Invoice date 328 it was paid on and that was for the payroll 328.
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] Right, and that was processed on [PII].
[AGENT][NEUTRAL] That was paid on the online service center on [PII].
[CUSTOMER][NEUTRAL] No, it, it was paid on [PII]. I'm looking at my, my confirmation. It's 544296.
[AGENT][NEUTRAL] Which, which in which group which group number?
[CUSTOMER][NEUTRAL] Oh the 13741.
[AGENT][NEUTRAL] Alright, so yeah, 830705 that was processed and paid on [PII] on the online service center so that was the last invoice that.
[CUSTOMER][NEUTRAL] Right, and the invoice date says [PII]/28.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I'm, I'm so there should be another invoice up there for the next week because I'm getting another payroll, you know, tomorrow, but that's OK if if you're saying it's caught up, that's fine with me but it's really not.
[AGENT][NEUTRAL] Right. I mean, I.
[AGENT][NEUTRAL] Yeah, it's caught up. There's nothing outstanding, but, um, I mean there I, I can't do anything until the invoice actually generates.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it should
[AGENT][NEUTRAL] 3:20 and let's see where is my calendar.
[CUSTOMER][NEUTRAL] 328 was up there 41.
[AGENT][NEUTRAL] So it, it might pop out out there tomorrow or in during the nightly process, um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I would just, uh,
[CUSTOMER][NEUTRAL] I just thought it was odd particularly since I was getting paper invoices usually there you know up there.
[AGENT][NEUTRAL] Well, and I'm, I'm not sure why that you're getting that because both groups have been on stock paper invoices since [PII]15.
[CUSTOMER][NEUTRAL] Oh, I know it I know it that's what I'm saying.
[AGENT][NEUTRAL] So I don't know, I don't know what invoices you're, you're getting.
[CUSTOMER][NEUTRAL] It was weird. I don't, well, it's the ones from it's the ones from them.
[CUSTOMER][NEUTRAL] Next time I get it I can call you and let you know what they look like.
[AGENT][NEUTRAL] Yeah, because like I said, they both the both the groups have been set up on not to receive any any kind of invoices.
[CUSTOMER][NEUTRAL] So, oh.
[CUSTOMER][NEUTRAL] Oh, I know they have, and that's why I thought it was odd that I didn't have anything created for last week, so.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you?