AccountId: 011433970860
ContactId: 2802840a-fc7c-4e65-b13c-6038976f3678
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 819140 ms
Total Talk Time (AGENT): 351072 ms
Total Talk Time (CUSTOMER): 317554 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/2802840a-fc7c-4e65-b13c-6038976f3678_20250530T18:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII] Good billing. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I'm the CFO at ITM Financial.
[AGENT][NEUTRAL] This is who?
[CUSTOMER][NEGATIVE] I was just on the phone with one of your colleagues and I lost you. Uh, I lost her. Uh, this is [PII] of Ierum Financial.
[CUSTOMER][NEUTRAL] Or a client
[AGENT][NEUTRAL] Do you know who you talked to?
[CUSTOMER][NEUTRAL] I have an invoice number.
[CUSTOMER][NEGATIVE] Uh, this [PII] lady, but, uh, we were, we were on the phone for like 5 minutes and then all of a sudden it just went, it locked up and it wouldn't come back, so I figured I'd call back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'm calling for a couple of reasons, um.
[AGENT][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] Do you have my account pulled up?
[AGENT][NEUTRAL] Uh, no, sir, because I don't know what accounts you have, uh, the group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the invoice number. Would that help you?
[AGENT][NEUTRAL] I can go by the invoice number, yes sir, hold on just a moment, let me get there.
[CUSTOMER][NEUTRAL] OK, let's do that.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and what is that invoice number?
[CUSTOMER][NEUTRAL] 638-832-0
[AGENT][NEUTRAL] 638-832-0.
[CUSTOMER][NEUTRAL] Yes, Ium Financial.
[AGENT][NEUTRAL] OK, and just in case we get disconnected, so can you give me um a good callback number for you please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, certainly. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII] and you are calling um great.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Need to get some information, um.
[AGENT][NEUTRAL] OK, so then, can you
[AGENT][NEUTRAL] Give me the address that you have on file for us, please.
[CUSTOMER][NEUTRAL] Certainly. For you or for me?
[AGENT][NEUTRAL] I mean, yours.
[AGENT][NEUTRAL] I mean, the email, I mean for the group.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] The email?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][POSITIVE] Thank you so much for verifying that. OK, so you're calling about the May invoice and um what.
[CUSTOMER][NEUTRAL] Well, I've got a question.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] I have a member that uh I need to take off and I've been doing trying to do it through the online portal and it's it's just not easy to work with. It's policy number 2313785.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the name of that person?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can help you with that. That's not a problem.
[CUSTOMER][NEUTRAL] OK, she should be she should be taken off as of [PII].
[CUSTOMER][NEUTRAL] She's no longer with our company and we're still being billed for it.
[AGENT][NEUTRAL] OK, have you sent us an email, uh, regarding that she needed to be terminated effective. Can you do that? So we'll.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Uh I will afford to do it through the portal, but it's not very friendly.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. Um, I'm not certain on that part of it, um.
[AGENT][NEUTRAL] I know you can take them off of the invoice but we would need something in writing letting us know that she was terminated effective for February.
[CUSTOMER][NEUTRAL] OK. That's fine.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] What's the uh what's the email?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just letting us know her termination date so we can do that but as far as the um online service center I'm not sure if you're registered on our online service center where you can go in and look at your invoices, but you can take them off. Oh, OK, well I can help you with that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm talking about like.
[CUSTOMER][NEUTRAL] I tried, I tried to do that.
[CUSTOMER][NEGATIVE] OK, I tried to do that and, and it's just, it's not user friendly is what I'm saying.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, are you pulling up the, um, pulling it up the opening the invoice by the invoice number or pulling it up where it says print?
[CUSTOMER][NEUTRAL] I'm trying to, it's on the screen and I see all the details on the screen and I see the billing amounts but there's not I'm looking for like a button that says make an adjustment or something and I don't see that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you see you're open invoices.
[AGENT][NEUTRAL] Right, OK, click on the invoice number itself, the 63, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I clicked on it.
[CUSTOMER][NEUTRAL] Yeah, and it shows me the billing details.
[AGENT][NEUTRAL] Right, and you say it says employees per page add save changes, cancel, submit and print, OK, so what you would do is you would go down to [PII]'s um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Line item
[AGENT][NEGATIVE] Not right and where it says do you'll put 0.
[AGENT][NEUTRAL] And then on the side, you will put, you would say terminate, you put your comment on when she terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you will save your changes.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][MIXED] Got it. That's, that's very easy, but it doesn't really guide you there in the, in the program, so.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] I, I do, I do apologize for that, um, that you are having a hard time on that.
[CUSTOMER][NEUTRAL] I'm sure you had nothing to do with it.
[AGENT][POSITIVE] Well, I'm glad I was able to help you.
[AGENT][NEUTRAL] On that, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] All right, the other thing I need.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The other thing I wanted to talk about my agent reminded me that there's there's an issue with APL at the moment with you.
[CUSTOMER][NEUTRAL] So, uh, I wanna make sure we clear this up. I've got two invoices that are pending payment. I've already approved them and set them up. I wanna make sure you see that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hang on.
[AGENT][NEUTRAL] Now, I'm not sure, I'm not sure on the issue you're talking about.
[CUSTOMER][NEUTRAL] OK, it's invoice number 6385703.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, that one's oh, we have, yes, we have received those. I just showed that the invoices have been paid and if you'll look on the side.
[CUSTOMER][NEUTRAL] And 638-415.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, where it says date received.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it shows that those, I mean the paid in invoices was today.
[CUSTOMER][NEUTRAL] It's today.
[CUSTOMER][NEUTRAL] OK, all right, so my agent made me a little scared because she said that you were threatening to turn us off and I said well I paid the two invoices that were outstanding and the one for May we're still in May and June we haven't even started yet, so I hope that's, you know, I can wait till next week to pay one of those.
[AGENT][NEUTRAL] You're fine. You're fine. You're fine.
[CUSTOMER][NEGATIVE] OK, that's that's what I thought. Um, really, the, what, what ended up happening is that, uh, we had an issue about 4 months ago where we were uh we were terminated because our invoices were being sent to our old address and we fixed it and I was told that to reinstate us, we had to sign an autopay agreement, which I signed. I remember signing it, and I thought that's what we were doing, that we were on autopay and obviously we're not.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] If uh
[CUSTOMER][NEUTRAL] Yeah, so, I mean, you, you do have those agreements, right, where you make people sign an auto pay agreement?
[AGENT][NEUTRAL] Uh, we don't have, we don't offer the autopay like that.
[CUSTOMER][NEUTRAL] Really? Well, maybe I'm confusing you with Guardian then.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Cause I mean, this way you can go on.
[CUSTOMER][NEUTRAL] OK, well, either way.
[AGENT][NEUTRAL] We, you know, you can go online and do that.
[CUSTOMER][NEUTRAL] OK, all right, um, now that we've made this change, um, I'm submitting the changes, um, this person was like being charged $40 or we were being charged $49 a month, uh, for 4 months of March, April, May, June, that's, that's almost a full premium. Um, when will that adjustment take place when I submit it?
[AGENT][NEUTRAL] OK, now, if, if, are you submitting? Is that what you're saying? You wanted to submit that now you can take a credit?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well, I, I, I'd like to at least have it apply.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Um, I guess I have to submit the invoice to do that.
[AGENT][NEUTRAL] So that would be March, April.
[AGENT][NEUTRAL] You want to take my
[CUSTOMER][NEUTRAL] I already paid March and April.
[AGENT][NEUTRAL] I know, right, so that you're wanting a credit for March and April.
[CUSTOMER][NEUTRAL] In full.
[AGENT][NEUTRAL] And then we're taking her off in May.
[CUSTOMER][NEUTRAL] And well, May and June too.
[AGENT][NEUTRAL] OK, hold on just a moment. I can help you with that.
[CUSTOMER][NEUTRAL] In June, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We're fixing to fix that, so don't submit yet.
[CUSTOMER][NEGATIVE] I won't
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] March and April. So that's gonna be.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] That you paid 4906.
[AGENT][NEUTRAL] 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Now look at your invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You may have to refresh it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, it's still showing the same amount due.
[AGENT][NEUTRAL] OK, now on the top, now it's always gonna say the amount billed is always gonna be the same, but if you look on that blue bar, it should have changed.
[CUSTOMER][NEUTRAL] But she's
[CUSTOMER][NEUTRAL] OK, I see, I see that the amount due 9812 credit and now adjustment 147, which would be 4 months, right?
[CUSTOMER][NEUTRAL] For 3 months.
[AGENT][NEGATIVE] It's only gonna be the 3 months because you only paid for 2 already.
[CUSTOMER][NEUTRAL] OK, but in in essence you've already billed me.
[AGENT][NEUTRAL] So that's, so that's the March and the April.
[CUSTOMER][NEUTRAL] But in essence, you've already billed me for June also.
[AGENT][POSITIVE] Right, but you'll have to make it, right, I'm making the credit now.
[CUSTOMER][NEUTRAL] So she's on the June bill too, so I, you're gonna have to just that, OK, I understand.
[CUSTOMER][NEUTRAL] I understand. OK, alright, alright, so that would make this bill only $200. OK, I'll pay that early next week and we'll be all set.
[AGENT][NEUTRAL] OK, so any time, so any time, so, so they, uh, any time that you have anybody come off your invoice you were able to go in and do that like that and.
[CUSTOMER][POSITIVE] Thank you for your help.
[CUSTOMER][NEGATIVE] Oh, no, I, I know now. I can see it now. It's just not, it's not a, it's not something easy to see. It, it, it's not intuitive, the way that you, you requested.
[AGENT][NEUTRAL] And I do.
[AGENT][POSITIVE] And I do apologize, right.
[CUSTOMER][NEUTRAL] It should be a button that says make a change, right? It should be a button.
[AGENT][NEUTRAL] That makes sense and I'll have to let them know that. I'll just, I'll have to pass that along. So is there anything else?
[CUSTOMER][NEUTRAL] A website design.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's it. Have a terrific weekend. Bye-bye.
[AGENT][POSITIVE] Well, thank you for calling APL.