AccountId: 011433970860
ContactId: 3b4a1200-813e-447d-b469-39aaf87132cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 528320 ms
Total Talk Time (AGENT): 232841 ms
Total Talk Time (CUSTOMER): 178485 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/3b4a1200-813e-447d-b469-39aaf87132cf_20250505T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning. I have a group number to start with that. I think I wanna make a payment if I could.
[AGENT][NEUTRAL] OK, and uh what's your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right. And what's that group number?
[CUSTOMER][NEUTRAL] It's with uh
[CUSTOMER][NEUTRAL] Group number is 26628.
[AGENT][NEUTRAL] All right. And is the [PII] a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and you would like to make a payment?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, let me go ahead and get that invoice pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, and which invoice would you like to pay? I see you have March and April.
[AGENT][POSITIVE] Uh, still outstanding? OK.
[CUSTOMER][NEUTRAL] Yes, we'll be March and April please.
[AGENT][NEUTRAL] Alright, so March is gonna be 8 9020.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And April should be the same.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] There, uh, can you, is there a possibility that you could go through the, uh, people that are on this account because I thought I took two people off but they they're on this invoice.
[AGENT][NEUTRAL] Um, are, are you viewing it on in the online service center?
[CUSTOMER][NEUTRAL] No, I'm not. I'm look I'm looking at a paper on a, on a piece of paper, you know.
[AGENT][NEUTRAL] OK, because I was going to say, um, if you, if you use the online service center, you can actually modify that, um, but I can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. um, and before we do that, could you please verify the address that we should have on file for your group, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, um, let me see if you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean I can, I guess I can go online and look to see if they're there, but I, I don't know if they're there if they're still there or not.
[AGENT][NEUTRAL] Uh, yeah, if you, um, do you, do you usually have you logged in to the online service center before?
[CUSTOMER][NEUTRAL] But there's uh 2.
[CUSTOMER][NEUTRAL] I have not, so that's why I usually just use this. Is it all is it just [PII] or what what is it?
[AGENT][NEUTRAL] Uh, it would be.
[AGENT][NEUTRAL] Let me send you a.
[AGENT][NEUTRAL] Because I see it's set up, so it would probably be a lot easier to do it that way. So let me go ahead and send um a link to your email because it it already has you have that you have an active account.
[CUSTOMER][NEUTRAL] Alright, sure.
[CUSTOMER][NEUTRAL] OK, let me see here, let me just see if I can find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, and can you verify.
[CUSTOMER][NEUTRAL] It's AM public.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] can you verify your um email address? I was gonna send you the link.
[CUSTOMER][NEUTRAL] Um, so yeah, it's going, it should be going to uh either go to [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or it's either that one or it's it's [PII].
[CUSTOMER][NEUTRAL] [PII], let me ask you a question though. I, I'm seeing, I'm seeing the invoices here. Is there no way to just pay this on here?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, if you see it, are you logged into the online service center now?
[CUSTOMER][NEUTRAL] Yeah, yeah, I just got here, yeah.
[AGENT][NEUTRAL] OK, so if you click on your March invoice, um, don't click in the print box but just click like anywhere else like in that build or bill date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you should see billing details and it'll take a second to load and then all of your employees will drop down if you just let me know when you're able to see all of your employees.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got it, yeah, I got them.
[AGENT][NEUTRAL] OK, and do you see where it says employees per page?
[CUSTOMER][NEUTRAL] So it's 10 3
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah, I would change that to 100 so you can see them all on one page instead of clicking through all of them.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Clicking through all the pages.
[CUSTOMER][POSITIVE] Got you. OK, that makes sense.
[CUSTOMER][NEUTRAL] Sure, I got it. Well, I only have 13, so I'm looking at them all, so it seems like they're already off it. I just wanted to confirm that they look like they're already off.
[AGENT][NEUTRAL] OK, so everyone that's on there are people who should be there.
[CUSTOMER][NEUTRAL] So they're not on that anymore
[CUSTOMER][NEUTRAL] Correct, that's fine.
[AGENT][NEUTRAL] OK, so if that's all correct, um, if you wanted to make a change, um, you can in the due column you can just double click that and put 0 and then in the comments just put their termination date um for their name and then you'll save changes but since everything is correct if you just click that submit invoice button in that blue strip, that'll pay your invoice because it looks like you already have your bank, uh, your routing and account number saved on your profile.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] Where do I push? I push what?
[AGENT][NEUTRAL] Um, you see this, the blue strip at the top where it says submit invoice?
[CUSTOMER][NEUTRAL] I don't see that.
[CUSTOMER][NEUTRAL] Hold on, I have download report.
[CUSTOMER][NEUTRAL] My employees I closed that one up I'll get recent activities, you know.
[AGENT][NEUTRAL] Yeah, if you go back to where you were looking at the employees, um, and open up the invoice where you remember where it said employees per page.
[CUSTOMER][NEUTRAL] Yeah, I mean, I'm, I'm.
[AGENT][NEUTRAL] And you should see employee per page add, save changes, cancel changes, submit invoice, print invoice.
[CUSTOMER][NEUTRAL] It doesn't
[CUSTOMER][NEUTRAL] Let me see here. I'm sorry, I think that I'm, I'm in the wrong page here or something.
[AGENT][NEUTRAL] Oh, it's OK.
[CUSTOMER][NEUTRAL] So I have
[CUSTOMER][NEUTRAL] I have download reports add employee.
[CUSTOMER][NEUTRAL] Need to claim a uh make file a claim ID cards.
[CUSTOMER][NEUTRAL] That's it. I don't have anything that says pay invoice.
[AGENT][NEUTRAL] Um, OK, do you see anything that says billing or my invoices or anything like that?
[CUSTOMER][NEUTRAL] Is it, is it other account?
[CUSTOMER][NEUTRAL] I do my billing, yes.
[AGENT][NEUTRAL] Yeah, click on that.
[CUSTOMER][NEUTRAL] OK, got it, and then click on the invoice for.
[AGENT][NEUTRAL] March, yeah.
[CUSTOMER][NEUTRAL] March or April?
[CUSTOMER][NEUTRAL] OK, got you. Oh, now I see what right, so I see what you're saying now.
[CUSTOMER][NEUTRAL] Uh, so that's where it is. OK, I got it. So, uh, let me see, and now it says print invoice, submit invoice, cancel, save changes add.
[AGENT][NEUTRAL] Yeah, so that's our thing if everyone on this invoice is correct, then you'll push submit invoice and that will pay it because you already have your banking routing, your banking information saved in your profile, so it'll pull from that account.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Got it. Got it. Let me just make sure. Thank you for letting me helping you through this.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I submitting.
[CUSTOMER][NEUTRAL] Close. OK. OK. OK. Let's go back to this one.
[AGENT][NEUTRAL] And then you'll just do the same thing for April.
[CUSTOMER][NEUTRAL] Make sure that the same people, the right people are on there.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Submit invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so that should move from open invoices to submitted invoices and it usually takes about 24 to 48 hours to process because it's an uh electronic funds transfer um like an ACH and then it'll move to your paid invoices.
[CUSTOMER][NEUTRAL] OK, it says now I have no open invoices so that's good alright.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So we're all set that's it. All right, thank you so much for the help.
[AGENT][POSITIVE] Oh, no problem, [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you. I'll I'll, I'll talk to you guys but thanks again.
[AGENT][POSITIVE] All right. It was a pleasure. Thank you for calling APL. Hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.