AccountId: 011433970860
ContactId: 53fe55c9-5d1b-457e-8132-adcd4e84b192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 815280 ms
Total Talk Time (AGENT): 328455 ms
Total Talk Time (CUSTOMER): 359499 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/53fe55c9-5d1b-457e-8132-adcd4e84b192_20250428T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a group on the line that wants to talk about their past due invoice.
[AGENT][NEUTRAL] All right, what's that group number?
[CUSTOMER][NEUTRAL] number is 23108.
[AGENT][NEUTRAL] And who is it we're talking with?
[CUSTOMER][NEUTRAL] I'm speaking with [PII] and we actually did a 3 way call. We got [PII] on the phone and she gave authorization for [PII], uh, to speak about the invoice. I'm actually gonna send a, um, instructional guide so they can set up their online service center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, they haven't done that yet? OK.
[CUSTOMER][NEUTRAL] They hadn't done that yet, but I did get on the line with [PII] and she gave [PII] permission to speak about the account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I guess I'm ready. Oh wait, do you have a callback number for her by chance?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Did you say [PII]? I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'm gonna introduce you and then I'll release the call hold on one moment.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK [PII], I've got [PII] on the line she's gonna help you with that invoice, OK?
[CUSTOMER][POSITIVE] OK, thank you so much thank you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi [PII]. Like she said, this is [PII] and billing. How are you today?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm well there might be a little bit of delay in our call. I apologize. I've had that issue this morning.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, so what invoices that you have questions about this morning?
[CUSTOMER][NEUTRAL] Um, so we have January, February and April, like the one for April we just paid, um, but I can't seem to find this one, well, maybe I said that wrong, we can't find the [PII], um.
[CUSTOMER][NEUTRAL] We'll see, yeah, because this one's for March. OK, somehow we're missing the one and we got the invoice I mean the email saying that we had an outstanding invoice, um, and the bill date was [PII] and um so I just wanted to make sure we didn't pay that and for some reason we didn't get that invoice but if you could send it to me again or what the best quickest way we can pay that if we did miss it.
[AGENT][NEUTRAL] Yes ma'am, I do see that that one's still open.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the quickest way would be um I I do still see it open the quickest way would be to make a payment in the online service center but she was telling me that you guys haven't set that up yet, but I do see that we do have a log in.
[CUSTOMER][NEUTRAL] Yeah, we haven't.
[AGENT][NEUTRAL] I do see someone has set up a
[CUSTOMER][NEUTRAL] We do OK. I tried, I tried to, um, our insurance agent may have did it, but I've tried to um set up one just now before calling and um it wasn't letting me do that.
[AGENT][NEUTRAL] Oh, you know what, it didn't update the group. I apologize. Let me, I was looking, I was like that is not right. It didn't update the group on here. No, ma'am, it has not. So when you set up the online service center everything that you enter to do that has to match what we have in our system from like the zip code to city, you know, the phone number even has to match exactly so um yeah if you wanna do that while we're on the phone I can walk you through it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Really? OK.
[CUSTOMER][NEUTRAL] Yes, that would be good. So do I need to do new user or log in?
[AGENT][NEUTRAL] You wanna do a new user.
[CUSTOMER][NEUTRAL] OK, that's what I thought OK and then I did the employer and then.
[CUSTOMER][NEUTRAL] The group number is 23108.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] Now we have a physical address of 2 29621 and truly I cannot remember which one is supposed to be so if it doesn't go through we might just change that last number to a 1 but let's try the 22 1st.
[CUSTOMER][NEUTRAL] And then I had phone number is [PII] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] OK, we really don't need a physical um unless we have to because they don't get mail there for the office, but um.
[CUSTOMER][NEUTRAL] We'll do [PII] and then [PII] or does it need to be [PII]'s number?
[AGENT][NEUTRAL] Um, the last, the number I have is.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Yes, ma'am, that's the one that we have.
[CUSTOMER][NEUTRAL] OK, yeah, that's not right either, so that needs to be changed.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so in that case we just need an email to say this, you know, the contact needs to be updated to this, but let's go ahead and put that in there because that's what's gonna get you set up in the uh online service center.
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then email is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then [PII].
[CUSTOMER][NEGATIVE] OK, it still didn't work, so it says no user was found with this information that was entered. Please try again. You need to do 21.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, let's try that. I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I could have sworn it was gonna be that geographic email like the mailing address, but let's try [PII].
[CUSTOMER][NEGATIVE] Yeah, no that didn't work either.
[AGENT][NEUTRAL] So, the phone number is [PII].
[CUSTOMER][NEGATIVE] Oh yeah, that's not right. So our area code is [PII], so that was a typo, I guess.
[AGENT][NEGATIVE] Oh, well, we've got it wrong in our system, so we need to correct that. Try that [PII]. That is definitely a problem.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Then let's change that zip code back to the [PII].
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] OK, yeah, that's what I did. OK.
[CUSTOMER][NEUTRAL] OK, it says thanks a verification code was sent to the email address.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We have on record, OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So [PII]'s wife, the owner is [PII] and she doesn't work, you know, in the office and I'm the one that handles the insurance, so.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She doesn't know anything about what goes on here, so, um, it definitely needs to be changed. It needs to be updated.
[AGENT][POSITIVE] I totally understand.
[AGENT][NEUTRAL] So if you could just send an email from that email address that we have on file saying hey we need to update the contact to this um we can get that changed for you um right now we have either [PII] or [PII] but we have the uh [PII] address we need to definitely get that phone number updated.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And so does it have to be a physical address or can I put it to our business address, the PO box because that's where everything needs to come.
[AGENT][NEUTRAL] Right, no, we have that we have that in there in the system. I just couldn't remember which, uh, if it was a physical or mailing address that needed to be put into the system just to create the account.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See, still haven't gotten the verification code.
[CUSTOMER][NEUTRAL] What um email do you want me to send that that update to that were the request for change?
[AGENT][NEUTRAL] That can go to our care team at just [PII] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that should be received and anybody that receives that uh in that email should be able to update that for us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Sorry, I still haven't gotten it.
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEGATIVE] Doesn't asking for uh a verification code on the site.
[CUSTOMER][NEUTRAL] Yeah, it is.
[AGENT][POSITIVE] I'm gonna go ahead and give it to you so we can get you set up. Oh yeah, OK.
[CUSTOMER][NEUTRAL] OK, I just got it.
[CUSTOMER][NEUTRAL] OK, I, I got it, yeah, let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, create your account.
[AGENT][NEUTRAL] Now when you do that your user name that you're gonna set up this username can never be changed so you don't wanna set it up to something that's individual to you you maybe wanna make it individual to the company.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Yeah, I'm glad you said that.
[AGENT][NEUTRAL] Anything created after that can be specific to a person.
[CUSTOMER][POSITIVE] Because it's like I go to my one that I use for everything kind of thing.
[AGENT][NEUTRAL] Anybody that's set up after that as a uh an additional user can be set up that way you know their own personal like name but that first one like the admin account it should really be something for the company because it can't be changed.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, it says your account has successfully been created.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] So this will be the quickest way to pay that outstanding one.
[AGENT][NEUTRAL] Yes ma'am, so what you wanna do is click on the February invoice, the open invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then after you've done that it should show you below the individual's policies on the on the build.
[CUSTOMER][NEUTRAL] OK, let's see
[CUSTOMER][NEUTRAL] OK, let's see save um.
[CUSTOMER][NEUTRAL] APLs banking information for ACH payments and address.
[CUSTOMER][NEUTRAL] I've changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so open invoices it says May and February, so I'm gonna click on February, is that what you said? I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this is gonna show you all of the individual uh policies that are on this bill. If there's any changes that you need to make you wanna do that before you pay it of course um the amount due can be changed and then it'll just need a comment if you do change anything.
[AGENT][NEUTRAL] So say we generated this prior to someone you know leaving the company or whatever terming you can put a 0 in the amount due and just say termed or whatever the case may be um but this is where you'll just reconcile and then once everything's accurate you'll wanna click submit invoice.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And from here it'll give you the options to pay.
[CUSTOMER][NEUTRAL] I think like some things have changed since like in in the last month, but not for it wouldn't be for February. So I think this one should be good for February, you know, and like it may have changed here recently, but
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So then you'll just want to make those changes on the May invoice.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Save changes submit invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it should give your options there to pay.
[CUSTOMER][NEUTRAL] So should I do since we're, since we're this is an outstanding one, should I do the check by mail or the one time?
[AGENT][NEUTRAL] Uh, if you're the fastest way is gonna be the one time payment, the check by mail would just be that you've reconciled it and you're submitting it to us and that we're expecting that check, but of course that would be because that would mean that we have to wait for it to come in the mail.
[CUSTOMER][NEUTRAL] Electronic transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, we suggest using a general.
[CUSTOMER][NEUTRAL] Um, set up payment details 5:11.
[CUSTOMER][NEUTRAL] For today's date
[CUSTOMER][NEUTRAL] OK, and this is where we put in our account information OK.
[CUSTOMER][POSITIVE] Alright, I can do it. I think, I think I'm good.
[AGENT][NEUTRAL] So if you
[AGENT][POSITIVE] OK awesome if you were to save that information that just keeps it in there just kind of like uh auto fill thing it's not like an auto pay so um you'll want to set up each payment individually hopefully in the near future we're gonna have that auto pay feature but not quite yet.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, sounds and I think can you tell me by looking on do we get the invoice on email and by mail? Do we get both?
[AGENT][NEUTRAL] You should now receive a notification.
[CUSTOMER][NEUTRAL] Are we set up for paper and?
[AGENT][NEUTRAL] You should be now you should be receiving that uh invoice in the mail, but now that you've set up your online service center, you should receive an email to the um [PII] email at [PII] to let you know a new invoice is available now that you've set up on the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so so much. Thank you for your help.
[AGENT][POSITIVE] No problem, no problem at all. If there's anything else we can help you with, just give us a call back.
[CUSTOMER][POSITIVE] OK, thank you. Have a good day.
[AGENT][POSITIVE] Thanks you as well. Thanks for calling ATO bye bye.
[CUSTOMER][NEUTRAL] Bye.