AccountId: 011433970860
ContactId: 56b2faef-6382-441a-b7fe-1ce8e4517f8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399070 ms
Total Talk Time (AGENT): 197911 ms
Total Talk Time (CUSTOMER): 212384 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/56b2faef-6382-441a-b7fe-1ce8e4517f8c_20250523T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, good morning, [PII]. It's [PII]. How are you today?
[AGENT][POSITIVE] Good. I'm OK. How about yourself?
[CUSTOMER][POSITIVE] I'm doing good thank you. It's Friday can't be that bad.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yay, OK, so I have an agent for a group on the line, real nice gentleman. It's for group number 25321 ADD Investment strategies.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Again this is the agent [PII] on the line.
[AGENT][NEUTRAL] Oh, I'm so sorry, what was that first name?
[CUSTOMER][NEUTRAL] The agent's name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] And what can I do for you or him?
[CUSTOMER][NEUTRAL] OK, so he is, he is calling on behalf of the group because they are wanting, they are set up on the OSC they're getting their invoices in the mail and they're wanting to know if there was any way that they can get like an electronic notification that their bill is ready.
[AGENT][NEUTRAL] They should be getting it already to the email that's registered with the OSC.
[CUSTOMER][NEUTRAL] Oh, they should be.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh well, I, I've already apologized if I, if I gave him any incorrect information, so I'm glad I did that because I told him that I did not think so, but they should be getting an email.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's it, it might be going to their junk, but um if they've registered whatever the email they use to register would be the email that's uh receiving that notification that a new invoice is available. It's not gonna be the actual invoice, just a notification.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And then yeah just a notification saying hey you do have an invoice available in the online service center whatever right? OK, well thank now um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, well, I'll let you just go ahead and explain that to him since I told him that I was transferring that way if he does have any additional questions I don't have to say, oh well OK I did I can't really help you like I thought I could anyway, he's super nice and the phone number that's on the screen is also the number that he gave me as his callback number if something happens with the call.
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] Yeah, no
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] Awesome thank you sweetie.
[CUSTOMER][POSITIVE] Thank you [PII] and I hope you have a great holiday weekend if I don't talk to you again.
[AGENT][POSITIVE] Thanks you too.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][POSITIVE] Hi, yes, good morning. How are you?
[AGENT][POSITIVE] Hi. Good morning. I'm well. How about yourself?
[CUSTOMER][POSITIVE] Good, thank you.
[AGENT][NEUTRAL] My name is [PII] and I'm in the billing department and [PII] was telling me that you had a question about uh email notification on the OSC.
[CUSTOMER][NEUTRAL] Yeah, yeah, they're, uh, the group was asking apparently they, they got, uh, 2, they were 60 days or 90 days behind, so, uh, apparently the invoices were sent out, um, they got a notification yesterday as well as I did from the care team stating that you know they're past due. I believe that they went ahead and made the payments already this morning, but the uh group is requesting to ask if there's any way that they could be notified.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Or is there a system that could be notified electronically each month when the invoices are ready to be paid and instead of.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] So yes sir, the email that was used to register as a user on the OSC should be receiving those emails. It might be going to their junk or spam folder, but um it looks like a [PII] and [PII] have both um user uh user names for the OSC right now, and they should be receiving at least the S Barnett it should be receiving.
[CUSTOMER][NEUTRAL] There is a way
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm sorry, so who
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So who, who is uh showing up right now, [PII]?
[AGENT][NEUTRAL] Oh, you know, let me make sure that I have the right group pulled up 253-21.
[CUSTOMER][NEUTRAL] Yeah, yeah, that, that.
[CUSTOMER][NEUTRAL] Uh, bear with me. Hold on one second. I just had it open, uh, 253-21 under ADD Investments.
[AGENT][NEUTRAL] I apologize. Yes, sir, it hadn't updated yet. It looks like there are, there are 21 in accounting at at [PII] and an M.
[AGENT][NEUTRAL] Messets.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. So,
[CUSTOMER][NEUTRAL] Yep, at FLPI.
[AGENT][NEUTRAL] The accounting at the that that one is a suspended I guess team alone I don't know um maybe they're no longer with the group but um the Meets no apologize I know yeah.
[CUSTOMER][NEUTRAL] That that measures it's, yeah, that's.
[CUSTOMER][NEUTRAL] Yeah, that would be the primary one that they'd want to use. She's the one that's requesting it.
[AGENT][POSITIVE] Yes, sir, and they definitely um.
[AGENT][NEUTRAL] Send out emails now it's not the actual invoice it's just a notification that one is available on the online service center but um they'll have to give their spam folder or maybe junk folder.
[CUSTOMER][NEUTRAL] Right, right, no, that's fine, and then they then they would.
[CUSTOMER][NEUTRAL] OK, and then all they would need to do is just obviously go into their employer portal, download the invoice, and then they can make the payment. OK, so, and, uh, when do you know when roughly that email goes out so I can let them know?
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[AGENT][NEUTRAL] Well, our invoices are generally generated. I wanna say it's it's actually gonna be this weekend for the next invoice. It's generally the 2nd to last weekend of the month. Sometimes that does get pushed to the last weekend of the month, but it's usually the 2nd to last weekend, and I believe, I apologize, I don't know if they go out immediately or if they go out Monday morning when they're available but um it would definitely be no later than that next Monday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, so towards the end of the month, no matter which way the last weekend of the month, at least, OK, OK, so I'll, I'll tell them just to be prepared so it is going out, so OK, OK, so it's probably just going into their junk file, not even knowing, OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] That's what usually happens um they are going to be required to set up a new account as of.
[AGENT][NEUTRAL] I believe it's next Wednesday, so that that would give them opportunity to put in a different email address um and then multiple you know users can do that as well if they need multiple users to have access but um it would definitely go to the email address that's used to register.
[CUSTOMER][NEUTRAL] Yeah, next Wednesday, right? yep, as well as the brokers, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK OK perfect I'll let her know thank you so much for all this.
[AGENT][NEUTRAL] All right. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that should be it.
[AGENT][POSITIVE] All right, well, you have a great Memorial Day weekend. Thanks for calling ATL.
[CUSTOMER][POSITIVE] You do the same thank you so much take care.
[AGENT][POSITIVE] Thank you. Mhm. You too. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.