AccountId: 011433970860
ContactId: 289097be-f1c1-4fd7-b4d5-8f69b315d98c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1033380 ms
Total Talk Time (AGENT): 347957 ms
Total Talk Time (CUSTOMER): 350303 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/289097be-f1c1-4fd7-b4d5-8f69b315d98c_20250224T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] Doing good thank you. I have a group admin on the line and needing to make a payment for an invoice.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It is 26892.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] No, we're actually speaking with [PII] um but she was able to verify that information.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Also, I do have a question for you really quick she mentioned this and I swear I always forget, um, she asked about setting up um automatic payments like a draft payment. Is that possible for groups?
[AGENT][NEUTRAL] Oh, no, not on our end, um, but I can talk to you.
[CUSTOMER][NEUTRAL] OK, I didn't think so, but that's what I don't know. I just never remember. Are you ready for her?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, thanks, [PII], bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, this is in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I understand you would like to make a payment today. Is that correct?
[CUSTOMER][NEUTRAL] Yes, and I'd like to set up a reoccurring payment if possible.
[AGENT][NEUTRAL] Um, yeah, we can't set up a recurring payment through us, but you could set up like a bill pay through your bank, um, but the other option would be like you can put, um, if you guys use the online service center, um, like our online portal, you can save your bank information and just submit your invoices, um, that way. Yeah.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] OK, so what is the.
[CUSTOMER][NEUTRAL] What is the online or the website?
[AGENT][NEUTRAL] Um, if you'd like, if you wanna give me your email, if you want, I can like send you the information and I can stay on the phone with you, um, like while you get registered and stuff if you want.
[CUSTOMER][POSITIVE] Alright, that's perfect.
[CUSTOMER][NEUTRAL] And again uh we we also need our name changed on there it says DBA Poly [PII], but that would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and is uh [PII] still employed there?
[CUSTOMER][NEUTRAL] Yes, he's one of the owners.
[AGENT][NEUTRAL] OK, um, because we have him as the group admin and as a group contact so before um I can create you an account we would need, um, like permission from him or like something in writing or if you, I don't know if he's around if he can over the phone.
[CUSTOMER][NEUTRAL] Um, I don't know if I can merge him in here.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] You mind if I add him?
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, just be a moment.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Hi, yes, this is [PII].
[CUSTOMER][NEUTRAL] Hi, I apologize. I tried to get him in here, um, shoot, let's see.
[AGENT][NEUTRAL] Let me see if he has an account because he might be able to set you up on.
[AGENT][NEUTRAL] OK, yeah, he doesn't have an account either so.
[CUSTOMER][NEUTRAL] No, I, I, I think I have it. Hold on one second, I apologize.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi I have [PII] on the phone now.
[AGENT][NEUTRAL] OK great hi [PII], um, yeah, this is [PII] with APL in the billing department and um [PII] was wanting to um pay a couple few invoices and I was letting her know that we have an online portal um that she could use to pay invoices um instead of like having to call in or send a check and I just needed your permission because we have you as the group admin to create an account.
[CUSTOMER][POSITIVE] Yes, how can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, she
[CUSTOMER][NEUTRAL] Permission granted for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome, all right.
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] Bye thank you bye thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That was easy.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, so, um, let me see, I'm sending that email now. So what's your email address?
[CUSTOMER][NEUTRAL] It would be [PII] and that is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, let's
[AGENT][POSITIVE] Alright, just sent that over to you just let me know when you get it and we'll go ahead and get you registered, and it's a really quick process too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it'll come from [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEGATIVE] I haven't received it as of yet.
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] There we go, OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Please follow the link below and view the attachments.
[AGENT][NEUTRAL] Uh, so where you see where it says register or log in today.
[CUSTOMER][NEUTRAL] Register or log into mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] With that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm gonna be a new user.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll register I think it gives you an option as like an employer or a broker and you'll register as an employer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm an employer group who offers APL products to my employees or members.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then our group number let me get all that information in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 062.
[CUSTOMER][NEUTRAL] I'm assuming the phone number, did he give you his private phone number or did he give you the company's number?
[AGENT][NEUTRAL] Um, you can put any phone number you want because this will be on your profile, yeah, and if he, if anyone else in the office, like if you have other people in accounting or anything that you wanna create profiles for you can do that.
[CUSTOMER][NEUTRAL] Oh, I can? OK.
[CUSTOMER][POSITIVE] Got you, got you.
[AGENT][NEUTRAL] And they can put it can be your cell number because sometimes they do send like a verification code to your cell phone, um, so yeah, occasionally for certain things so you it, but you don't have to put a cell phone in there.
[CUSTOMER][NEUTRAL] Oh, do they?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] It well that shouldn't be a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, no user was found with the information that was entered. Please try again. I went in under new user, so I don't understand.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Um, your group information, did it ask you to enter your group information?
[CUSTOMER][NEUTRAL] That's odd.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did you enter uh
[CUSTOMER][NEUTRAL] 26892.
[AGENT][NEUTRAL] 26892, yeah.
[AGENT][NEUTRAL] And then did it ask you anything.
[CUSTOMER][NEUTRAL] And then the zip code I put [PII] and then I put my own number in the city was [PII] email on record is [PII] and the state is [PII] and I hit next and it's.
[CUSTOMER][NEGATIVE] There's no user found.
[AGENT][NEUTRAL] Oh, it may be the phone if you put your phone number. I'm sorry, uh, for that part, I thought you were meant for like actually registering for what it's asking for, um, do you need the company number, um, is this the one that ends in 9789?
[CUSTOMER][NEUTRAL] Oh, he did give his own number, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see if that works now.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It may have to be his email because we have his email address on file.
[CUSTOMER][NEUTRAL] Would it be [PII]?
[AGENT][NEUTRAL] Yeah we have uh the his company email address on file.
[CUSTOMER][NEUTRAL] Based in that [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alright, verification code has been sent to the email address we have on record.
[AGENT][NEUTRAL] Uh, so he's gonna have to, he's gonna have to give the email the in order for you to create an account. I'm sorry.
[CUSTOMER][NEUTRAL] That's fine. That's OK.
[CUSTOMER][POSITIVE] No, not a problem.
[CUSTOMER][NEUTRAL] Hey, could you please go into your Jason at Poly lists USA email and just give me the verification code.
[AGENT][NEUTRAL] Do you think you can have him?
[CUSTOMER][NEUTRAL] Um, sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, such a thing to [PII], OK, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm assuming [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, can I read it back to you? [PII], not [PII]. OK, [PII].
[CUSTOMER][POSITIVE] OK great [PII]
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] The thing I wrote that back alright appreciate it.
[CUSTOMER][NEUTRAL] Alright bye. Alright, now I can do user name password, all of that stuff so username I could just do like [PII].
[AGENT][NEUTRAL] Yeah you can do whatever user name um you'd like and you can also since I think it may create an account under his email by default, you can create your own separate account if you wanted to so that stuff goes to your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And I'll walk you through getting your bill and stuff if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So now I'm creating the account I still have to use his account I can't put in another account?
[AGENT][NEUTRAL] You can, now you can. Now that you're registered, you can.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You know what I'll do.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, we've successfully been created.
[AGENT][NEUTRAL] Alright, and you should see um like some tabs maybe one says my account um and you should be able to like view your invoices.
[CUSTOMER][NEUTRAL] Alright, let's see we suggest using a general departmental team email and username, OK.
[CUSTOMER][NEUTRAL] All right, so it's loading my invoices.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] We have quite a few.
[AGENT][NEUTRAL] Yeah and if you click on one like you can click anywhere um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you should see where it says billing details and it will take a minute to load and it'll pop up the employees that are in.
[CUSTOMER][NEUTRAL] There it is, yeah, yeah.
[AGENT][NEUTRAL] Yeah, and you can actually edit this. So if you have any like terminations or additions, you can actually go in and change your bill, like say you have a termination, you can change where it says amount due. You can double click on that and change it to a 0 and uh put in the comments that they're terminated and the date and they'll that'll process that termination for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Yeah, and if you ever have any additions, if you press that add button, you can put their information in whatever rate they're paying and just put um.
[CUSTOMER][NEUTRAL] So now.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Something in the comments, yeah.
[CUSTOMER][NEUTRAL] All right perfect so now how do I pay it?
[AGENT][NEUTRAL] So on your profile, do you see
[CUSTOMER][NEUTRAL] Payment account.
[AGENT][NEUTRAL] Yeah, you'll need to add um your bank information in there.
[CUSTOMER][NEUTRAL] Yeah, OK, I see it.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And so the um the notification that your invoice is ready every month will go to the email address that you have.
[AGENT][NEUTRAL] In this account.
[CUSTOMER][POSITIVE] Alright, perfect. OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And then if you wanna just make sure that you have access to manage users because that's how you'll be able to add and uh like disable other accounts.
[CUSTOMER][NEUTRAL] OK, so going to manage users, uh, there are no additional users associated with this account easily create additional users and control their varying levels so I can just make myself one right here, right?
[AGENT][POSITIVE] Yeah, correct.
[CUSTOMER][POSITIVE] OK perfect I'll do that let me get in there.
[AGENT][NEUTRAL] And to pay the invoice you'll just click on it like I showed you and then go to where it says submit invoice and uh it'll process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect.
[AGENT][POSITIVE] And then you have that email to refer to as well if you have if you get lost or need any guidance or anything like that that that um guide I sent you is like really user friendly and easy to understand.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I think other than that, I should be able, no, that should be it.
[AGENT][POSITIVE] OK awesome all right well.
[CUSTOMER][POSITIVE] All right, I appreciate all your help. Thank you so very much.
[AGENT][POSITIVE] Yeah, no problem. It's a pleasure assisting you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You do the same.
[CUSTOMER][NEUTRAL] Bye bye.