AccountId: 011433970860
ContactId: 4f2e3ba9-14bc-4d7a-bd95-309370c82b05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1431079 ms
Total Talk Time (AGENT): 550736 ms
Total Talk Time (CUSTOMER): 519396 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/4f2e3ba9-14bc-4d7a-bd95-309370c82b05_20250424T13:08_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] I'm having a problem uh trying to uh make a payment on my April uh invoice.
[AGENT][POSITIVE] Yeah I can help you with that. What is your name?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, Mr. [PII], um, what is a good callback number for you just in case we get disconnected, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no, no, no, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes, mhm.
[AGENT][NEUTRAL] OK, and you said that you are having trouble making an April payment on your group?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, mhm.
[AGENT][NEUTRAL] OK, what is that group number? What's that group number?
[CUSTOMER][POSITIVE] For my group, yes.
[CUSTOMER][NEUTRAL] 16759
[AGENT][NEUTRAL] OK, 16759.
[AGENT][NEUTRAL] All right. OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 5.
[CUSTOMER][NEUTRAL] And someone is
[CUSTOMER][NEUTRAL] Uh, I'm sorry, ma'am.
[CUSTOMER][NEUTRAL] What did you say, ma'am?
[AGENT][NEUTRAL] OK, Mr. [PII], uh, can you verify that, um,
[AGENT][NEUTRAL] Address for the group, please.
[CUSTOMER][NEUTRAL] Uh, my PO box number, I mean, that, uh, well, 7, I don't know which address you're talking about.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] I'm sorry, the building?
[AGENT][NEUTRAL] That, that's fine.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much and let's see.
[CUSTOMER][NEUTRAL] I'm, I'm gonna have to leave just one second. I keep talking though because I have uh an electrician coming to my house, uh, to repair something.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] And he just pulled up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But you can go ahead.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I just, I just wanted you to know that I may be interrupted so.
[AGENT][POSITIVE] I appreciate that. Thank you so much. And can you verify the email address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. OK, so, um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] You said you're having it.
[CUSTOMER][NEUTRAL] I, I was in the process and uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] This is the April the invoice that I'm trying to pay.
[AGENT][NEUTRAL] OK, it looks like you've scheduled the, uh, you already you've done that.
[CUSTOMER][NEGATIVE] Well, I got a notification stating that I had not paid it.
[AGENT][NEUTRAL] OK, but what I'm saying is it looks like whenever you went online.
[AGENT][NEUTRAL] But that one, it's the one that we're
[CUSTOMER][NEUTRAL] You mean this morning or at another time?
[AGENT][NEUTRAL] This morning it shows this morning it's got today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I am showing that we, we still show that the um January is outstanding for some uh as well.
[CUSTOMER][NEUTRAL] Well, I wasn't aware of that and uh so maybe that's the one that they're talking about.
[AGENT][NEUTRAL] That's probably the one they're talking about that if you got a notice that would be the one that they were talking about.
[CUSTOMER][NEUTRAL] Oh well I had no idea, uh, since I paid the other two months before I guess I play February and March, right?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Let me see.
[AGENT][POSITIVE] I'm double checking to make sure that we got everything.
[CUSTOMER][NEUTRAL] Alright [PII] Electric is here.
[CUSTOMER][NEUTRAL] [PII] Electric is here so I'm gonna have to go out for a minute.
[CUSTOMER][NEUTRAL] They don't need to come inside and they just go around.
[CUSTOMER][NEUTRAL] Uh, can you hold just a second now?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, I just, I just don't want you to know I'm gonna step away from the from the phone for a minute. Um, listen, how you doing? Good, good, good. I, I have uh a lady on the phone or something and we have to be going back and forth, so, uh, you got the message. The phone you back, right? Right, right, that's what I go check it out. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it and I'll, I'll be out here as soon as I can.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, ma'am, I'm sorry.
[AGENT][NEUTRAL] Oh, that's OK. Um, that is the notice that you received. You said you received the overdue notice and that is gonna be for the January.
[AGENT][NEUTRAL] And then once you pay that January you should be called up because you've just scheduled the payment for April.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] What what about the payment for April?
[AGENT][NEUTRAL] We're still showing
[AGENT][NEUTRAL] We do show that you scheduled a payment for April today this morning you said you went online.
[AGENT][NEUTRAL] Um, I do show that payment.
[CUSTOMER][NEUTRAL] Uh, um, that's the one I thought they were talking about, yeah.
[AGENT][NEUTRAL] Right, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me double check.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] I'm just double checking everything to make sure.
[CUSTOMER][NEUTRAL] OK. Are you out in [PII]?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, no, sir.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] I am actually in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And where? [PII]?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I was born pretty close to that state.
[AGENT][NEUTRAL] I, I've been born and raised.
[AGENT][NEUTRAL] Excuse me, OK, that is the one that you got the overdue notice on is the January, so because we wouldn't have sent one out for the for the April, not yet, um, because.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] April's not over with yet, so we wouldn't have sent that but we are showing that the um.
[AGENT][NEUTRAL] In January is outstanding, so that's someone that they're referring to.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, well, I am showing that uh well invoice date right here says [PII] that I'm looking at.
[AGENT][NEUTRAL] Right, OK, so you're online, right?
[CUSTOMER][NEUTRAL] Yes, I am. So just, just to walk with me please. I, I, I have this electrician and please so I can get out there and see what he wants.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can do that.
[AGENT][NEUTRAL] That's not a problem. We're just to get this taken care of for you. So, um, if you're, if you're online and you see where it says open invoices.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Uh, let me, I gotta, I gotta get back.
[AGENT][NEUTRAL] That shows
[AGENT][POSITIVE] Oh, I do apologize.
[CUSTOMER][NEUTRAL] No, I gotta go. I gotta go backwards. That's OK. I, I apologize too. I gotta go backwards, um, so I don't see how come I'm gonna do that. So I guess I may not go back here like this. Whoops.
[CUSTOMER][NEUTRAL] No, no, I'm upside down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How do I go back to
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll do I print this page. I don't wanna print that page. OK, let me see where I'm at. OK, I am on a page.
[CUSTOMER][NEUTRAL] I'm on a page that has um my billing open invoice.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Open invoices, OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And you'll see it says open invoices, submitted invoices and paid invoices.
[CUSTOMER][NEUTRAL] So, uh,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Employer let me see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see invoice invoices amount paid bill date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I see, uh, OK, I think, uh, this maybe a bill date you got uh [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Invoice I think that's the one. OK, so you want me to hit on which one bill date.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh, do you want to hit the, um, invoice number?
[AGENT][NEUTRAL] You'll hit the invoice number it'll bring everybody up down at the bottom and once it does that, um, if there's no changes on your invoice, all you do is just submit it and once you submit it, it'll last.
[CUSTOMER][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Uh, wait a minute, I'm trying to see what you're talking about. I see bill date and it has [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Should I click on that?
[AGENT][NEUTRAL] You, um, where depends on where you're at. Go ahead and click on it.
[CUSTOMER][NEUTRAL] Uh, well, at the top it says invoice?
[CUSTOMER][NEUTRAL] Then is it amount amount billed it has the bill date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it says print.
[AGENT][NEUTRAL] OK, you're gonna click on the invoice in the 222 I mean $2,223.41. So you'll if you wanna pay that online you'll click on the invoice number itself.
[CUSTOMER][NEUTRAL] So what is the dollar amount?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it'll bring everybody up down at the bottom.
[AGENT][NEUTRAL] And then once you get down there on that blue bar, you're gonna submit your invoice.
[AGENT][NEUTRAL] And it'll ask you if you're gonna pay by check or an EFT and you'll select the EFT to pay it online.
[CUSTOMER][NEUTRAL] Uh, let, let's, let's.
[CUSTOMER][NEUTRAL] Let's back up. So.
[AGENT][POSITIVE] Did I, I'm sorry, I got a hit.
[CUSTOMER][NEGATIVE] Well, yeah, but you know it's, it's, it's me, it's me because I, I have, uh, I've been with y'all for a pretty good while and I have this uh problem almost every, every month.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And at the very bottom you know where it says that you want to look at your employees is to see if they still work with you and stuff like that.
[CUSTOMER][NEUTRAL] And uh I, I, I do have one person, and I just didn't realize that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I maybe jumping ahead or backwards or whatever. I do have one employee, uh.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Go ahead. Go ahead.
[CUSTOMER][NEGATIVE] OK, I, I, I have one employee that that just term just was just terminated uh a few weeks ago and so I shouldn't be paying. I'm not gonna pay her for uh for the month of, uh, May that's coming up I guess I think she, yeah, OK, so we pay for April.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and who is an employee?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she's the last person at the bottom of the page.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but she, uh she was working.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] So, I'm sorry, go ahead. OK. What do you want me to tell you the number or?
[AGENT][NEUTRAL] She was working
[AGENT][NEUTRAL] Uh, when, when did she
[CUSTOMER][NEUTRAL] She did work out in January.
[AGENT][NEUTRAL] OK. So when did she terminate?
[CUSTOMER][NEUTRAL] So she, she, and she got.
[CUSTOMER][NEUTRAL] Uh, like in the, uh, the middle of the, the month, or, or something like that to it, so she should be.
[AGENT][NEUTRAL] Of April? OK, that's fine. So you want to terminate her effective 51?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna make a note on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I, I, you know what, I, I wanna make sure that.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll tell you what, let, let's let's do this. You can make a note, OK, but I want to verify.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, with my, uh, supervisor, but so, so let's, let's, can we go ahead and, uh, just finish up with uh.
[CUSTOMER][NEUTRAL] January.
[CUSTOMER][NEUTRAL] Payment and then I'll, I'll, I'll get that information. It just take me a second.
[AGENT][NEUTRAL] OK. Well, if you decide, and when you
[AGENT][NEUTRAL] You can send us an email on that letting us know that she's terminated effective 5 and 1 and we can get that terminated for her.
[AGENT][NEUTRAL] For you.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, but, but let me go ahead and, and pay this invoice first. Can we do that? And then with, and then I, I have, I have one question I want to ask my supervisor about the employee.
[AGENT][NEUTRAL] We can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what do I do to turn to um
[CUSTOMER][NEUTRAL] To pay this uh January.
[CUSTOMER][NEUTRAL] Bill.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Click on the invoice number and you bought everybody up down at the bottom.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And um.
[AGENT][NEUTRAL] You will submit your invoice?
[CUSTOMER][NEUTRAL] OK, so I click on the the 638-655-0.
[AGENT][NEUTRAL] 637.
[CUSTOMER][NEUTRAL] Bill, OK.
[AGENT][NEUTRAL] You not the submitted invoice you already submitted to April.
[AGENT][NEUTRAL] It's gonna be the 637-6825 under open invoices.
[CUSTOMER][NEUTRAL] 637-9386
[AGENT][NEUTRAL] 636376825.
[CUSTOMER][NEUTRAL] OK, over here on the left hand corner.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] But, uh, do you want me to hear where it says invoice print, I don't need to print it, do I?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No sir, hit the invoice number because it's not gonna bring it up if you hit the print and it's not gonna bring it up for you to pay that way.
[AGENT][NEUTRAL] You'll be able to pay it after you.
[AGENT][NEUTRAL] I mean, you'll be able to print it off of that blue bar once you bring up everybody out on your.
[AGENT][NEUTRAL] On there.
[AGENT][NEUTRAL] And let me know if you got there.
[CUSTOMER][NEUTRAL] OK. Let me
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Let me tell you what I see over in the left hand corner. I see the invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see 6376825. Next to it I see the dollar amount.
[AGENT][NEUTRAL] That's what you wanna click on.
[AGENT][NEUTRAL] You want to click on the invoice number itself and if you'll look you'll see everybody down at the bottom.
[CUSTOMER][NEUTRAL] OK, I, I did that. OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And on that blue bar you're gonna see where it says where it says submit invoice.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's what I'm looking for to. OK, hit the submit invoice, OK.
[AGENT][NEUTRAL] Right, and it's gonna ask you if you're gonna pay by.
[CUSTOMER][NEUTRAL] OK. Now
[AGENT][NEUTRAL] Check or an EFT.
[CUSTOMER][NEUTRAL] Check by mail one time electronic funds.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, this, this is where I always get. OK, so now I, it's, it's color and blue one time electronic font, and then I go to next.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, now, uh.
[CUSTOMER][NEUTRAL] I have to wait a little while, don't I?
[AGENT][NEUTRAL] Well, it should show, uh, I mean, it should give you a confirmation number.
[AGENT][NEUTRAL] Once you complete
[CUSTOMER][NEUTRAL] Yeah, come from
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I got the dollar amount I got set up.
[CUSTOMER][NEUTRAL] Payment details.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then the next two are confirmed payment information.
[AGENT][POSITIVE] Right. If everything's all right.
[AGENT][NEUTRAL] Then you'll confirm, OK, then you'll confirm it and it should.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I'll be able to see it once it's done.
[CUSTOMER][NEUTRAL] OK, the way you confirm is just what to do what, uh, next, just hit next.
[AGENT][NEUTRAL] If yes sir.
[CUSTOMER][NEUTRAL] OK, it turned out it skipped over, OK.
[CUSTOMER][NEUTRAL] Can you, can you see now?
[AGENT][NEUTRAL] I'm getting there. I don't get it.
[AGENT][NEUTRAL] I see the uh the April, like I said, I see where you submitted the April this morning.
[AGENT][NEUTRAL] But I'm not seeing.
[AGENT][NEUTRAL] Have you confirmed?
[CUSTOMER][NEUTRAL] I hit on the thing that says confirm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Dude, this is what is so crazy to me.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEGATIVE] Uh, but, but like I said, I know it's me because I get here every month and I have a problem.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So do I hit submit?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] But you see, it's it's showing at the payment date down at the bottom it's showing [PII].
[AGENT][NEUTRAL] And that's fine. That's fine. That's fine.
[CUSTOMER][NEGATIVE] But that's not what we want.
[CUSTOMER][NEUTRAL] It is? OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Alright, so I'm gonna hit submit then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I see that it has been submitted.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Yes sir, both of them submitted for tomorrow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you, and that's fine.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] So we're caught up. I mean, you should, you should have gotten a, a notice to say uh your confirmation, you was able to print your confirmation or what have you on that.
[CUSTOMER][NEUTRAL] Now what?
[CUSTOMER][NEUTRAL] My confirmation number is 535822.
[AGENT][NEUTRAL] OK. I, I don't have that.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I mean, I do
[CUSTOMER][NEUTRAL] But the in the invoice number.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] That invoice
[CUSTOMER][NEUTRAL] That invoice number is 6376825, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And my confirmation number is 535822.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that's all you need to do.
[AGENT][NEUTRAL] So I do share like I said both payments uh um.
[AGENT][NEUTRAL] $2,223.41 each.
[AGENT][NEUTRAL] One for April and one for May.
[AGENT][NEUTRAL] I mean, uh, January.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just want to uh.
[CUSTOMER][NEUTRAL] Confirm uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I, I just put it on the January invoice so we'll get notification and we can take care of that because we're supposed to be this weekend, um, so, uh, if you.
[CUSTOMER][NEUTRAL] You're supposed to be what this weekend?
[AGENT][NEUTRAL] We will bill for the May we will bill for May this weekend.
[CUSTOMER][NEUTRAL] I'm sorry, man?
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so she won't appear on the invoice?
[CUSTOMER][NEUTRAL] I just need to call back.
[AGENT][POSITIVE] Or you can just it it it would be good if you can just email us and that way we've got something in writing as well.
[AGENT][NEUTRAL] On that just and and I can give you that email address as well.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whenever you're ready.
[CUSTOMER][NEUTRAL] Well, uh, I, I'm sure that I, I'll just, I'll just wait that I'm sure the email address is gonna be, be there because I get the notification for the payment every month.
[AGENT][NEUTRAL] Right, to the care, it's gonna be to the care team.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] But if she does show up on the invoice, just if she does, um, you can just mark her off or take her off of the invoice before you pay it, just save your changes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and it's gonna be on that blue bar, the same blue bar that you do to submit, but once you do that, you save your changes, take her off, save your changes, and then you can submit your invoice.
[AGENT][NEUTRAL] And it'll change the so just in case.
[CUSTOMER][NEUTRAL] OK. All right then.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, but, but right now we're fine for uh I'm caught up.
[AGENT][NEUTRAL] Uh, you are current, yes, sir. Yes, sir. You're fine.
[CUSTOMER][POSITIVE] OK, well, OK, ma'am, thank you so much. I appreciate your patience.
[AGENT][NEUTRAL] All right, Mr. [PII], um.
[CUSTOMER][NEUTRAL] And uh have a.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, you've been, uh, wonderful. I appreciate you taking the time.
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] Well thank you so much and you have a wonderful day as well and thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] Thank you. Mhm. Bye-bye.