AccountId: 011433970860
ContactId: 3229d28f-4d06-4a8b-baea-baf65a6176b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414899 ms
Total Talk Time (AGENT): 247147 ms
Total Talk Time (CUSTOMER): 147797 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/3229d28f-4d06-4a8b-baea-baf65a6176b0_20250224T15:17_UTC.wav
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[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] and Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] over on the care team. How are you today?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] Doing well thank you. I have a group admin on the line um they said they just created an account and so they had two unpaid invoices for February and March and they would like to go ahead and get those paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can help him with that. What is that, um, group number?
[CUSTOMER][NEUTRAL] It is 26931.
[AGENT][NEUTRAL] 26931.
[CUSTOMER][NEUTRAL] And we are speaking mhm and we are speaking with the contact [PII].
[AGENT][POSITIVE] OK, and a good call back number for [PII] is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII]. And you got [PII] on the phone and that is [PII] and she is trying to, uh, she wants to make a payment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm, yes, for uh the February and March invoices.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, can you help her with that. Um, you can send her on.
[CUSTOMER][POSITIVE] All right, thank you. Bye bye.
[AGENT][POSITIVE] Thank you and you have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Good morning [PII]. This is Mole group billing um.
[AGENT][NEUTRAL] [PII] said that you are wanting to um
[AGENT][NEUTRAL] Make payments on your February and March invoices and that is group 26931.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] I can help you with that. And a good callback number for you is the [PII].
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and are you on our online service center now?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, are you wanting to make a payment online?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, I can help you with that. Um, so on the first invoice, if you pull up, click on the 6381356.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's gonna bring everybody up down at the bottom.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you wanna look and make sure that everything is OK, that everybody's on there, did you have any changes that need to be made or what have you?
[CUSTOMER][POSITIVE] Let me I can grow.
[AGENT][NEUTRAL] No one come off?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] I'm sorry, and can you confirm the APL this is for the gap insurance?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me just confirm.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And if the invoice is OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what you will do is if you're wanting to make that payment is you will go to submit invoice you see on that blue line right there just OK, go to your submit invoice.
[CUSTOMER][NEUTRAL] Mhm. Yes. Mhm.
[AGENT][NEUTRAL] And it's gonna ask you if you're gonna pay by uh check or an EFT.
[CUSTOMER][NEUTRAL] EFT is through this portal right like online?
[AGENT][NEUTRAL] So you will
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, we'll do that.
[AGENT][NEUTRAL] And then it'll ask you to put your banking information in and you'll only have to put your banking information in once.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um, I put, I put it in already before the call, so I think it's already populating. Let me see.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, no
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And it should give you a confirmation once it's done.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is there a way to set this up automatically?
[AGENT][NEUTRAL] No, ma'am, not at this time. We have not got that capability. You will have to go on here every month and do that.
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] So, I mean, but you won't have to put your banking information in.
[CUSTOMER][NEUTRAL] When is um
[CUSTOMER][POSITIVE] Got it, so I just literally do these steps.
[AGENT][NEUTRAL] Just do this yes ma'am, just reconcile your invoice, make sure there's nobody that came off, um, and if there is all you have to do, and I'm gonna use example for the first one, say if that one come off, you will go to the do column and put a 0 there and then on the side you'll put a comment terminated effective such and such on that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so that one was submitted.
[AGENT][NEUTRAL] And then save your change and then you'll save your changes and just make sure you save your changes if you make any.
[AGENT][NEUTRAL] So to capture it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you and so the invoices, um, I see bill date the [PII] or are they do the [PII] of every month?
[AGENT][POSITIVE] You have a thirty-day grace period, so, um, so you're good on that. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it does say on the invoices it does say by the [PII].
[AGENT][NEUTRAL] Of the month
[CUSTOMER][NEUTRAL] The [PII], OK, the [PII]. I just wanna make a note of when I need to go in every month.
[AGENT][POSITIVE] But I see that you are a new group so um you're good you're in good standings um because you just paid your February invoice and we just billed the March, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we have until the [PII] to pay that one.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK perfect I will make a note of that thank you so much this was really helpful.
[AGENT][NEUTRAL] All right. Is there anything else, [PII], I can help you with?
[CUSTOMER][POSITIVE] That's all. Thank you.
[AGENT][NEUTRAL] Oh, and [PII] too, I wanted to let you know that if you wanted to add or um add another user just in case um you can go to your manage users and add another user.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For them to have the admin access to pay?
[AGENT][NEUTRAL] Yes ma'am, for them to have the admin access to pay, um, of course they won't be able to add any anybody or anything else you, you are the only one that has that manage us will have that manage users.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Sounds good. Thank you so much.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] All right, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope. Have a great day.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you