AccountId: 011433970860
ContactId: 4d27c678-abb8-41d7-a353-86cc98e135d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 601750 ms
Total Talk Time (AGENT): 309969 ms
Total Talk Time (CUSTOMER): 147003 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/4d27c678-abb8-41d7-a353-86cc98e135d2_20250312T12:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm doing fine, [PII], thank you for asking. How about you?
[CUSTOMER][POSITIVE] You're welcome. I'm doing good. I may not have to transfer um but can you look at this group with me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I sure can. Uh, what's that group number, hon?
[CUSTOMER][NEUTRAL] So it's 25923.
[AGENT][NEUTRAL] 25923.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For grasslands Golf.
[AGENT][NEUTRAL] OK, 259.
[AGENT][NEUTRAL] 23.
[AGENT][NEUTRAL] Grassland Golf. OK, hon.
[CUSTOMER][NEUTRAL] So she's asking me, so she, I helped her with removing the employees, but now she's asking me how does the group um make their payments? Like do they mail it in or and I don't know how to look, I looked through like on the notes and then I went to GRMAI but I don't know how to like see how a group, you know, makes their payments.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do I have to, I was trying not to have to transfer, but
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you don't, I mean, that, that's fine either way, don't worry about that. And it's, you know, you really can't tell, um, just like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] There is a way to tell, but um.
[AGENT][NEUTRAL] Do y'all have a do you have access to OSC?
[CUSTOMER][NEUTRAL] OSC mhm.
[AGENT][NEUTRAL] OK, and do you, can you see the uh invoices that are out there and all that?
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK. I didn't think so. I just wanted to, just to ask, um, I think they pay EFT. I think they pay online, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me double.
[CUSTOMER][NEUTRAL] So just for me cause I didn't wanna um I never wanna have to.
[AGENT][NEUTRAL] I mean, if you have to transfer her, you, I mean, you can, but.
[CUSTOMER][NEUTRAL] No, no, I can explain. I can, I can let her know that. I just want to make sure it wasn't something I was supposed to know how to do and I did it.
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] Uh, honey, I understand that. I understand that. Um.
[CUSTOMER][NEUTRAL] I just want to make sure.
[AGENT][NEUTRAL] Let's see, I
[CUSTOMER][NEUTRAL] Cause I'm like, I've never seen this before, so maybe, OK, so I just want to make sure.
[AGENT][NEUTRAL] Right. And it's hard. It, it is hard to tell. I mean, there's
[AGENT][NEUTRAL] But I think they, I want to say, let's see. I can tell you right off the bat that
[AGENT][POSITIVE] This is exactly what they do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They pay online?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I may be wrong.
[AGENT][NEUTRAL] But I'm not pulling up anything.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me check the bank draft reports and see I can double check that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna check back with her. Hold on one moment, OK?
[AGENT][NEUTRAL] That is fine, honey.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hi dear.
[CUSTOMER][NEUTRAL] Hey, I'm OK. She, um she asked me if she could mail in the payment. I'm like, yeah, you can mail in a payment, and she's like, I just wanted to make sure we weren't on like automatic payments or anything. I said no, we don't have that yet for the group, so we're OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, right. And um so she can, um, you said that you had some terminations that she had.
[CUSTOMER][NEUTRAL] Mhm, she's gonna send that to the care team.
[AGENT][POSITIVE] OK, great. I was gonna.
[CUSTOMER][NEUTRAL] But I told her about the online service center too.
[AGENT][NEUTRAL] Yeah, because that's how they make their uh their uh payments. They, they, they pay online.
[AGENT][NEUTRAL] And she can make the adjustments online, um.
[AGENT][NEUTRAL] Before she makes her payment?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] But yeah, so.
[CUSTOMER][NEUTRAL] When they, oh, I'm sorry. When they send us the email and we send it to y'all with like the group contact changes and stuff.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Does that
[CUSTOMER][NEUTRAL] Like how does that connect with the online service and, you know how we tell them to like update the contact list so we can put them on the online service center or, you know, they'll have access.
[AGENT][NEUTRAL] Well, well, once we change them on, um.
[AGENT][NEUTRAL] In our system as far as that we're able to uh it'll update the contact in the OS I mean in the OSC the only thing that it does not update is the original user.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, you know, when the profile.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Where it says the profile administrator.
[CUSTOMER][NEUTRAL] Like the like the contact admin?
[AGENT][NEUTRAL] Right, and it's got, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that particular one, let's see, 25923. OK. It's got [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As the uh.
[AGENT][NEUTRAL] Primary contact.
[AGENT][NEUTRAL] If you go over and you look and see who all is listed on there.
[AGENT][NEUTRAL] As an authorized user?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Actually, what happens is, is what they should do is they should take um
[AGENT][NEUTRAL] The original user say if [PII] is the um.
[CUSTOMER][NEUTRAL] Like the main person.
[AGENT][NEUTRAL] Uh huh, what they should do is change the email address on the original user, send her the new contact because see right now as it is she does not have the primary and we want them to use utilize so if they're they're adding somebody else on there we want them to be able to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To make those changes instead of us having to add them, we want them to add them.
[CUSTOMER][NEUTRAL] So we want to push for OSC, OK.
[AGENT][NEUTRAL] Right, we want them to utilize that because we're not gonna say I mean anybody can say hey add me on there, but if we don't have that authorized, you know, we want them to utilize it, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And say, as he is right now, she's not gonna be able to add anybody or what have you as.
[CUSTOMER][NEUTRAL] Because she's not like the parent account on the OSC.
[AGENT][NEUTRAL] Right, and we cannot change that new user, you know that the original user, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] Yeah, but then what does the group need to do to, how do they, like if she leaves, how do they change the original, so that the, you know what I'm saying, so the next person.
[AGENT][NEUTRAL] I get it. Uh, I, I, see, I've been seeing a lot of those where it's been suspended and then them adding like that. I don't, don't get me into lying on that because that's not what I was, that's, mmm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's something different. That's
[AGENT][NEUTRAL] That is something I'm not sure of or why they're doing that or what have you that it's something I probably need to check up on, but it's neither here nor there as long as she can get online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So, um, but if you have any other questions, honey, just let me know. Uh, I'll be glad to at least try to help you.
[CUSTOMER][POSITIVE] Well, you sure have made this clear as mud for me, so I appreciate you, [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Well, I appreciate you too, [PII]. Is there anything else, honey, I can do for you?
[CUSTOMER][POSITIVE] No, I'm good. Thank you.
[AGENT][POSITIVE] All right. Well, you're welcome and thank you.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] You too, sweetie. Bye-bye.
[CUSTOMER][NEUTRAL] Alright, bye bye.