AccountId: 011433970860
ContactId: 4cdb6e56-5beb-49a5-88d9-8d5b1ea90a30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2205020 ms
Total Talk Time (AGENT): 941929 ms
Total Talk Time (CUSTOMER): 729974 ms
Interruptions: 13
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/4cdb6e56-5beb-49a5-88d9-8d5b1ea90a30_20250619T14:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. So I don't know if you guys changed the platform or whatever. I just, I can't log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I thought I have two companies that have, um.
[CUSTOMER][POSITIVE] That have service with you and all of the past all of the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] User names and none of that is working and I thought I had set up automatic payment but I'm I'm not sure at this point.
[AGENT][NEUTRAL] OK, um, sure, I can assist you. May I have your name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is one of the group numbers?
[CUSTOMER][NEUTRAL] Uh, you know what? I'm looking everywhere for a statement and I can't find one, so let me see if you have anything here online, um.
[AGENT][NEUTRAL] Or, um, maybe you can give me the name. I can probably do a name search for the group.
[CUSTOMER][NEUTRAL] Yeah, it's um it's Lucille's American Cafe. I have two companies. One is of Winter Haven and one is of Weston.
[CUSTOMER][NEUTRAL] I mean I have a bunch of emails from you guys. I don't have any statements online.
[AGENT][NEUTRAL] OK. How do
[AGENT][NEUTRAL] OK, how do you spell just to make sure I spell it correctly for the system.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. All right, let's see.
[CUSTOMER][NEUTRAL] So I thought I had set up.
[CUSTOMER][NEUTRAL] We had requested that they, OK hold on I have an invoice so maybe I have the number here we had requested that they split the company so that each company could pay for its own self so the group I have the group number if you need it.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] 26939
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yeah. OK. All right. And for security, may I have the mailing address and your email address?
[CUSTOMER][NEUTRAL] My email is [PII].
[CUSTOMER][NEUTRAL] And I'm not sure where this is going. I don't know if it's going to [PII] or [PII].
[CUSTOMER][NEUTRAL] Um, um, [PII].
[AGENT][NEUTRAL] Mhm, yeah, it's going to that one. OK, um.
[CUSTOMER][NEUTRAL] It's going to the [PII]. Oh, OK.
[AGENT][NEUTRAL] No, to the street, um, to [PII]. OK, so the zip code is [PII]. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, well there's that and then there's another, there is another company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's, there are 2, we have 2 companies with you.
[AGENT][NEUTRAL] OK, all right, Ms. [PII], yes, we did change the platforms for the OSC for the online service center and um so we have sent a um email uh to let you know that everybody needed to register again to create the account again. I don't know if you got that email but we did send it out. So at this time um we just need Oh, it's been about 2 weeks, about 2 weeks, yeah.
[CUSTOMER][NEUTRAL] When was that?
[AGENT][NEUTRAL] Maybe 2 weeks and a half.
[CUSTOMER][NEUTRAL] Because I see something here coming in at the end of May.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Right. Um,
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. Yes, um.
[CUSTOMER][NEGATIVE] But it's not.
[CUSTOMER][NEUTRAL] OK, it's telling me I have to set up another account.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEGATIVE] Yeah, OK, that's annoying. OK, so are we not on auto pay?
[AGENT][NEUTRAL] Um, once you set up the account, everything is gonna populate again, and then you'll be able to, um, pay. Um, you probably have an ACH set up, but the ACH has to be generated every month because we don't have like auto pay directly, um, it's just set up an ACH and you initiate the ACH every month, um, but you can once you go in you can verify that the information on the ACH is correct, so you can go ahead and send the payment.
[AGENT][NEUTRAL] Um, do you need to be able to create it, creating your account?
[CUSTOMER][NEUTRAL] Well, I mean, yeah, because we have 2 accounts we have 2 businesses and I don't want them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I want each to pay its own so.
[AGENT][POSITIVE] Got you. Yes. OK.
[CUSTOMER][NEUTRAL] I, I guess I would be a group because we are the employer so it would be a group.
[AGENT][POSITIVE] Correct. Yes. Mhm.
[CUSTOMER][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] I'm not sure what the group number is for each different one.
[AGENT][NEUTRAL] OK, let's start off with this one that we have in front of us, which is the one that you provided to me, the 26939. Let's start with that one. And you just put the group number and the email address on records. That's all that is required, the two little red asterisks, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so now I have to verify.
[AGENT][NEUTRAL] Mhm, yes, verify your email.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So that's the Winter Haven one, right?
[AGENT][NEUTRAL] Correct, yes, this is the Winter Haven.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so we should create the other one, right?
[AGENT][NEUTRAL] OK, once you're finished with that one, I'll give you instructions on the other one, because I went ahead and pulled up um the group as well for this other one, but it has the same email and it's not gonna let you use the same email to create both of them.
[AGENT][NEUTRAL] They're working on that, but right now it's not letting you use the same email. So um in this case, you probably need to change the email for this other group. I don't know if you have another email that you can use.
[AGENT][NEUTRAL] To create the account.
[CUSTOMER][NEGATIVE] I'm just feeling super frustrated right now that everything has to be so difficult because
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's just very annoying.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, let me see if I can find another email to use.
[CUSTOMER][NEUTRAL] OK, what's the group number for the another one?
[AGENT][NEUTRAL] OK, the other group number is 26781.
[CUSTOMER][NEUTRAL] OK, I'm getting an error saying no user was found with the information entered.
[AGENT][NEUTRAL] No, I need to change the email in order for you to do it. What email do you like would you like to use for this one?
[CUSTOMER][NEUTRAL] I changed it to [PII].
[AGENT][NEUTRAL] [PII] at. OK, bear with me because I'll have to get this to customer service to change it, OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh my god.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And then does this have to verify every single time you log in?
[AGENT][POSITIVE] Yeah, it has an extra security.
[AGENT][NEUTRAL] OK, uh, do you mind holding for me? Let me go ahead and try to get this, um, reset for the email, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Fferring.
[CUSTOMER][NEUTRAL] Good morning. This is [PII].
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Uh, hey, I'm good. How are you?
[AGENT][NEUTRAL] I'm here.
[AGENT][NEUTRAL] I've been here for the, for the, for the past week, I've just been here.
[CUSTOMER][NEUTRAL] I get it.
[CUSTOMER][NEUTRAL] Oh, I just say it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh girl, oh my goodness. Um, we need a big vacation.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, and for that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] I hope this OSC gets settled so we can just breathe, but I have a really frustrated um group contact on the line. She's really frustrated and I'm like, OK, let me see what I can do now because, um, uh, you know that, you know, when they have more than one group, they need to change the email and it has to be a different email. It cannot be the same one. I I'm aware, you know, about this.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So basically she's wanting me to change it. I said, well, you need to send an email. She's like, no, I mean, you're the one that decided to change everything and you know, she's frustrated, she's really frustrated. Is there any way we can change just the email?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh my. OK.
[AGENT][NEUTRAL] Or no.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK, um, what is the grade number?
[AGENT][NEUTRAL] It's 267-81 and she has two.
[CUSTOMER][NEUTRAL] OK, so this is [PII] on the phone?
[AGENT][NEUTRAL] Yes, I got back in the, on the phone, yes.
[CUSTOMER][NEUTRAL] And she wants to change the email address and you said she has another.
[AGENT][NEUTRAL] She just wanna update it so she can create. Yeah, she has another group, yeah. And I told her she cannot use the same email, so she's like, but now, why I need to do all this? Why can't you change it?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm like, oh, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, what is the other group number?
[AGENT][NEUTRAL] The other is 26939.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] OK, here's what I, I will say, oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We, you know, she, she's verified all the information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, everything.
[CUSTOMER][NEUTRAL] And wants to update. I can update the email address on one of them since she has verified the information. Technically, we do need an email, but since she's, you know, you know, um, we won't fight that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] She's frustrated. Yeah, I just didn't, you know, I don't wanna, I didn't wanna push it too much. Yes, I know. I was like, um, yeah, I don't think I can, you know, that's why I'm calling. I'm like, uh, let me just try to help her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, if you can change the first one I gave you the 267-81 because she already used the other one to register so we're trying to just register this, this other one, the 26781.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] What does she want it changed to?
[AGENT][NEUTRAL] Um, info at Lucille's the same after the app, so it's just info in the front.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Info. OK, that's not too bad. Info [PII] [PII].
[AGENT][NEUTRAL] No, uh uh.
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] OK, and so, uh, OK, I do have it updated, um, now do you need me to talk to her or you know.
[AGENT][NEUTRAL] Um, no, that's all we needed. I, I'll get her to register. Uh, we're just trying to register and she just needs to get this set up. So it's OK. I got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, but you are right, she would need to send an email so we would have backup for the request, but you know, yes, it's gotta be exception sometimes, so ye[PII], yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] So, OK, yeah, but I got you, yeah, next time if they're not frustrated, I'll, I'll make sure they send that email. Yeah, I do see a change. Thank you.
[CUSTOMER][NEUTRAL] OK. Do you see it change?
[CUSTOMER][POSITIVE] OK. OK. OK. Yes, you are welcome.
[AGENT][POSITIVE] OK. Have a good day, [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] Thank you for holding. OK, Miss [PII], I have changed it, so you can try it now.
[CUSTOMER][NEUTRAL] OK, so before we do that, um, I'm having.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] I'm having some issues here because um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] The billing, the billing is incorrect. I have some employees that I've been paying for that were supposed to have been terminated, so for the first location, the Winter Haven location, I have [PII] still being still being charged for April when he was supposed to be terminated in March.
[CUSTOMER][NEUTRAL] And then Kristen [PII] the same and then Kristen [PII] is still on the bills, so I need a credit for [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] From for April, for Kristen [PII] for April.
[CUSTOMER][NEUTRAL] And then going back.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] And I think Kristen [PII] is still showing up in May.
[CUSTOMER][NEUTRAL] And June
[CUSTOMER][NEUTRAL] OK, and
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I guess your site is down because I can't pull the invoices and I can't select them to pay them either.
[CUSTOMER][NEUTRAL] So, I'm
[CUSTOMER][NEUTRAL] Uh, I'm not really sure.
[CUSTOMER][NEUTRAL] How to make a payment
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And the invoices are wrong. I have, I'm overpaying.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, huh.
[AGENT][NEUTRAL] OK, so let's, let's go ahead and uh talk on one at a time. OK, so under um [PII], um, so you already have um removed him from the group or no, not yet?
[CUSTOMER][NEUTRAL] Do I have what?
[AGENT][NEUTRAL] Have you removed him from the group or not yet?
[CUSTOMER][NEGATIVE] Well, I mean, I sent it to my agent and they're supposed to have taken them off. I didn't remove it. I'm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm getting stuck here. This website is not working, so I'm, I don't know.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] He's not showing up for May, but he, I paid for him for April and so I should get a credit.
[AGENT][NEUTRAL] OK, OK, I get.
[CUSTOMER][NEUTRAL] And the same for [PII].
[AGENT][NEUTRAL] OK, yeah, and and I understand about that. um, now, now this website, this new website has a capability for you to remove or add somebody if you need to do it in the future or if you need to do it, um, you, you're gonna have that capability of removing somebody so it doesn't be showing on the invoice anymore, um.
[AGENT][NEUTRAL] But yeah, about the credit um we can go ahead and get that um set up with group billing department.
[AGENT][NEUTRAL] Now, if you need to, uh, go ahead.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, how do you, how do you remove the person you, you just delete them or like because I'm looking at the invoice, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Do I just click on the person and delete it? Does that mean they're just completely deleted?
[AGENT][NEUTRAL] No, if you delete it from the invoice, it's just gonna remove the amount, but it's not gonna delete the account in order to remove or a member, an insured, uh, you will have to go through the my group like I can give you instructions. Let me go ahead and pull those instructions.
[CUSTOMER][NEUTRAL] I don't, I mean, I
[CUSTOMER][NEGATIVE] I don't know that I have time like this is like gonna be an hour call here so I don't know that I have time to do all this right now. I mean I was just hoping to.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] We've already been on the phone over 20 minutes. I was just hoping to log in and make a payment, but it seems like that's impossible.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] One moment, um.
[AGENT][POSITIVE] OK, this whole thing is a funny for us. I do apologize. I just need to get the right information, um.
[AGENT][NEUTRAL] OK, so when you went to um invoicing and you you see the invoice that you say you're not able to put the information um when you go to the um ACH information do you see the the ACH electronic information or you don't?
[CUSTOMER][NEUTRAL] Where would I, where would I see that?
[CUSTOMER][NEUTRAL] What, what part of the tab would I see that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me go with you. Bear with me just a second.
[CUSTOMER][NEUTRAL] Well, I just removed [PII] from the 51 and 61.
[AGENT][NEUTRAL] OK, and to remove it permanently to just go to manage users and you can just go ahead and remove it from there.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] There's no
[CUSTOMER][NEGATIVE] There's nothing listed under manage users.
[CUSTOMER][NEUTRAL] Blank.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't, I don't see where.
[AGENT][NEUTRAL] OK, um, for the ACH, um, it's gonna be on their profile.
[CUSTOMER][NEUTRAL] I don't have a profile.
[CUSTOMER][NEUTRAL] I have dashboard, group resource users help.
[AGENT][NEUTRAL] OK, do you see like um in the corner right?
[AGENT][NEUTRAL] Do you see like an initial circle or anything? I believe it's dark blue.
[CUSTOMER][NEUTRAL] I see something that says show me around and I see a.
[AGENT][NEUTRAL] OK, can you click on that.
[CUSTOMER][NEUTRAL] OK, profile. OK, got it.
[CUSTOMER][POSITIVE] OK, yes, it looks like the payment method has saved.
[AGENT][NEUTRAL] OK, so it
[CUSTOMER][NEUTRAL] It looks like the correct account number is here, OK.
[AGENT][POSITIVE] Perfect. OK. All right, so let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let's try to um go back again and see if we can get that payment again, um.
[CUSTOMER][NEUTRAL] So it's saying scheduled maintenance is happening you can't download your invoice.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] You can, uh, what, what other options do you have because it was showing that and then yeah, you can still um send it. It's just a message that is showing. I don't know why.
[CUSTOMER][NEUTRAL] OK, it's saying I can submit the invoice.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Submit invoice ACH.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I was able to do the one that was due. So if it's bill date, if the bill date is 51, that's the April statement, right?
[AGENT][NEUTRAL] Yes, um, well, it's gonna show you the open ones. The open ones is the one you, you're gonna pick which one is the one that you would like to pay, and from there it's just gonna go ahead and pay the one for the one you choose. If you have like more than one, it, it should give you the dates of what you're paying if it's May or April.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, but even though I removed [PII], it still charged me the 274, still charged me for her.
[AGENT][NEUTRAL] OK, so it's still.
[CUSTOMER][NEUTRAL] So, I mean, I
[AGENT][NEUTRAL] OK, so yeah, for that we can go ahead and see what we can do about the credit for those. Um, so, OK, so.
[AGENT][NEUTRAL] We have um processed the payment, so everything with the payment went through so right now it is pending, correct? It's under submitted invoices?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, so we got that one. OK, so, um, let's see.
[AGENT][NEUTRAL] So right now we just need to see how we can get those credits, correct?
[CUSTOMER][NEUTRAL] It's
[AGENT][NEGATIVE] And do you need a refund.
[CUSTOMER][NEUTRAL] It's not, yeah, and it's not a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Even though I'm removing her, like I'm deleting her from the entry, it's, it's, it's not allowing me.
[CUSTOMER][NEGATIVE] It's not, it's not updating. I'm deleting her and I'm trying to make the adjustment, but it's not updating even, even though it's submitted.
[CUSTOMER][NEUTRAL] So it's not
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's not updating to the correct amount. It's still charging me for her.
[AGENT][NEUTRAL] OK, um, in this case, um, since you already submitted the invoice, do you want that to be a credit like a refund back to you or just a credit applied towards the next bill?
[CUSTOMER][NEGATIVE] I mean you could just put the credit on the account but I'm not paying I'm not gonna pay the one that's dated [PII] until we get this settled. I paid the I overpaid for.
[AGENT][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Last I guess the one that is due May.
[CUSTOMER][POSITIVE] But let's get this credit done before we
[CUSTOMER][NEUTRAL] Charge me
[AGENT][NEUTRAL] Maybe June.
[AGENT][NEUTRAL] OK, alright, we can, we can get that set up. OK, so, um, for this group.
[AGENT][NEUTRAL] Right now we're just looking into the credits of those two persons, correct?
[AGENT][NEUTRAL] And everything else is.
[AGENT][NEUTRAL] Ready to go on the online service center, OK, OK. All right, so, um, on the other one, you wanna go ahead and register that one as well right now as you got me on the line and then we can go ahead and get the credit um set up or.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] What do you want to do at this time? I know it's, it's, it's a long call, but um.
[AGENT][NEUTRAL] Tell me what you wanna do.
[CUSTOMER][NEUTRAL] Um, I don't know. I mean, I, I have to take my mother to the doctor, so I'm like stressed out because I have to drive to take her. So, I mean, like I said, I thought this was gonna be like, um, you know, just a quick call to try to figure this out. So,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you're saying now we have to go and start the other account, right?
[AGENT][NEUTRAL] Yes, yes, mhm, yes, if you want to do that later on you can. I already updated that email so you can create the account, just follow the same steps you did with this one and if there's any credits that we need to do.
[CUSTOMER][NEUTRAL] What's the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the um
[CUSTOMER][NEUTRAL] What's the group number for the other one?
[AGENT][NEUTRAL] And the group number on this other one is, let's see, and this is for Weston, um 26781.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] OK, so now it's gonna send me a code.
[AGENT][NEUTRAL] OK, while you do that, I'm gonna go ahead and get with group billing department and uh see what we can do about the credits on the other account, OK?
[AGENT][NEUTRAL] So we can
[AGENT][NEUTRAL] Um, do this a little bit faster, OK?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] Uh, I'm here.
[AGENT][NEUTRAL] Right, um, uh, so I need your help. Uh, I'm not sure if you can help me with this, but I just need help.
[CUSTOMER][POSITIVE] Sure, what's up, love?
[AGENT][NEUTRAL] OK, so I have a group, uh, contact in line and we were able to create the account, yeah, finally, OK, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, um, she has some invoices. She was able to submit the May invoice, but she said there are some charges that we're, you know, have been, um, for two members that's supposed to been already removed and it looks like they've been removed but they were charged for April and now there's one that has still been charged on the um invoices so she wants to know how can she get a credit uh applied to it.
[AGENT][NEUTRAL] So I'm not sure if I'm calling the right place.
[CUSTOMER][NEUTRAL] Well she can adjust the invoice before she pays them but um if you give me that.
[AGENT][NEUTRAL] Uh, we tried, but.
[AGENT][NEUTRAL] OK, yeah, let me, sorry. Yes, she tried and she wasn't able to, she said, well, I try and it's just telling me that I need to pay the same amount. I'm like.
[CUSTOMER][NEUTRAL] I'm sorry, you tried?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] I think there might be something wrong with deleting a line, so if she just adjusts it and puts in 0 and then the reason for it in under the comments like termination and then the date, I think there might be an issue with the deleting of a line because I've noticed that before it wouldn't delete it.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK, you see, I needed you. I didn't know that either.
[CUSTOMER][NEUTRAL] What's the uh group number real quick?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, you're so sweet.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me check on that person though real quick. Do you know if they're lapsed? Like is it just because the invoices were generated before we found out they were termed?
[AGENT][NEUTRAL] Mhm, yeah, that's it. Yeah, let me give you the group number. It's 26939.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 39.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And what's that person's name?
[AGENT][NEUTRAL] OK, um, the first one is [PII].
[CUSTOMER][NEUTRAL] Yeah, he's lapsed. OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the second person is oh wait did I I know it's [PII].
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][NEUTRAL] Something like that.
[AGENT][POSITIVE] Yeah, I think I've already done so fast.
[CUSTOMER][NEUTRAL] Did you by chance have the dates? Do you by chance have the dates that they were supposed to have been termed by?
[AGENT][NEUTRAL] Both of them were supposed to be turned by March.
[CUSTOMER][NEUTRAL] OK, so Kindle, it looks like we need one more month of premium before we can turn uh before it lapses, you know, fully lapses because we've only got it paid to to February.
[AGENT][NEUTRAL] OK. And you said this is [PII]. Do you see any [PII] or [PII]?
[CUSTOMER][NEUTRAL] Let me look to make sure there isn't any in the sense.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The only two I have laps for that group is the uh.
[CUSTOMER][NEUTRAL] [PII] and [PII], but let's see, active.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I have a [PII] and a [PII], sorry, [PII] and [PII] and [PII], um, but they're still active.
[AGENT][NEUTRAL] Cross, cross, cross. They're still active, so cross is still active, so she needs to terminate that one. OK, so that one is showing active. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so she can send an email for this one.
[CUSTOMER][NEUTRAL] Yeah, so if she just does the adjust and puts it on at 0 and in the comments puts the reason whichever you know terms and then they give us the date of termination, that'll, um, that should adjust the invoice. I'm gonna have to put in, let them know that I don't think that that delete line is working honestly I don't know that they should allow that anyhow because we need a reason on there, so delete should probably not even be an option.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Yes. Uh-huh.
[AGENT][NEUTRAL] Oh, OK. All right. So basically, OK, so whenever she do that, if she needs a credit for for April for [PII] or [PII], Miss [PII].
[AGENT][NEUTRAL] Um, all she needs to do is send an email, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, well, has she, she's already paid it then?
[AGENT][NEUTRAL] Yeah, she already submitted the invoice. She just submitted the invoice with me. She was trying to do that so bad because she needed to pay this as soon as possible that she did it, um, because she wasn't able to delete or remove or yeah she tried deleting and it didn't work, so she went ahead and submitted it.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah, she could just send an email and say that she um would like a credit because she didn't realize she could adjust the invoice prior to paying it something like that you know you know we'll get it to her um it's one of my groups so when I see that it was overpaid, it would be refunded anyway.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah I always.
[AGENT][POSITIVE] Got you. OK, I'll go ahead and let her know that you just need to do a address instead of deleting. OK. OK dokey. Well, thank you so much. You see, I learned something with you. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No problem. You from.
[AGENT][POSITIVE] Have a good
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thanks you too, bye.
[AGENT][POSITIVE] Thank you for holding, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you got to sit up on the other one?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, good, good. OK, so, um, I spoke to a group billing department about the credit and she said that, um, do not delete them, so I learned something new um so it looks like next time whenever you're trying to not pay um a person because it doesn't supposed to be in the invoice and you just need to click on adjust and put a 0 beside it and just put the reason.
[CUSTOMER][NEUTRAL] OK, yeah, but I did that on for the next month and um.
[CUSTOMER][NEGATIVE] I did that for the next month and it it did not take her it didn't apply the credit.
[AGENT][NEUTRAL] You tried that on the June or May, the one that you submitted.
[CUSTOMER][NEUTRAL] For the June.
[AGENT][NEUTRAL] June.
[AGENT][NEGATIVE] And it did not work.
[AGENT][NEUTRAL] OK, OK, I can go ahead and report that to her again. OK, so, um, she was saying, I know you're hurry. So she was letting me know that for the credits on the other month that you already overpay, um, to send an email to care team.
[AGENT][NEUTRAL] Indicating um the reasons why um of the.
[AGENT][NEUTRAL] Credits for [PII] and Miss [PII].
[AGENT][NEUTRAL] Oh, and she also indicated that Ms. [PII] is still showing active, so probably you need to, in the same email, you can let, let us know that she needs to be terminated.
[CUSTOMER][NEUTRAL] Right, I mean, can't you guys just
[CUSTOMER][NEUTRAL] Can't
[CUSTOMER][NEUTRAL] Can't you guys do that on your end or?
[AGENT][NEUTRAL] Um, we cannot do it over the phone, but if you send an email indicating when she needs to be, um, terminated and put the date of termination so we can go ahead and update our system, we can do that and then we'll issue the credit based on that information and you can let us know on the same.
[AGENT][NEUTRAL] Email that you also need to have the credit for [PII] so you can just send us an email for the whole thing and we can go ahead and get it ready ready for you. You can also mention about the adjustments on the June invoice because they it goes to them, it goes to that department.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] I could also have the
[CUSTOMER][NEUTRAL] I could also have the the the agent just take care of it right?
[AGENT][POSITIVE] Yeah, you can do that as well. Mhm. Yes, yes, if you would like to do that, you can always do that. Mhm. Yes.
[CUSTOMER][NEUTRAL] But I don't have to deal with it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, I was able to make the payment for May. Um, we need to adjust that and then I'm, I'll make the the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The 61 payment when we get that figured out but I'm gonna in the meantime, um, I have to get on the road, but I'll call the agent and see if they can make the adjustments and get everything updated for me.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, that will be perfect, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright thank you for your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Have a good day and I'm sorry for the long wait, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you. Bye-bye. You're welcome. Bye.
[CUSTOMER][POSITIVE] Alright thank you OK bye bye.