AccountId: 011433970860
ContactId: 58c13dc5-c0c7-4439-9ce9-4f0d58e6fd52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 905010 ms
Total Talk Time (AGENT): 506218 ms
Total Talk Time (CUSTOMER): 350958 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/58c13dc5-c0c7-4439-9ce9-4f0d58e6fd52_20250210T17:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've got a uh group admin on the line who uh they said they're new with us they just got their first invoice and she had some questions about it. She wanted to look over.
[AGENT][NEUTRAL] OK, I can help her with that. What is the group number?
[CUSTOMER][NEUTRAL] It is 26885.
[CUSTOMER][NEUTRAL] And then we're speaking with her name is [PII] and she's not listed. She was able to verify the information, um, and she said that they will be sending us that updated contact info to the email.
[AGENT][NEUTRAL] OK, and what is that, um, that, um.
[CUSTOMER][NEUTRAL] Invoice
[AGENT][NEUTRAL] The, um, phone number, callback number.
[CUSTOMER][NEUTRAL] Oh yes, OK, that's um [PII] and her [PII] is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help her with that. Um, so you got [PII] on the phone and she's calling [PII] and she's got a question about her invoice, the new invoice.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I can help her with that. And you said that she is not the admin on here?
[CUSTOMER][NEUTRAL] Not that we have the contact we have it just says [PII]. There's not a last name or anything, um, but she did say as it was newer than they're updating that I did go ahead and let her know about, you know, sending us an email.
[AGENT][NEUTRAL] OK. Do, uh, mm, is [PII] there?
[AGENT][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] I'm not sure she seemed kind of shocked that she wasn't listed as she said she's the one who handles all of this information. She did verify all the info, so I'm not quite sure. I, I would.
[AGENT][POSITIVE] That's quite all right. I'll get, I'll get with her and, and discuss all that. That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I sure appreciate it. Are you ready for her now?
[AGENT][POSITIVE] Not a problem. Sure.
[CUSTOMER][POSITIVE] OK, thanks a lot bye bye.
[AGENT][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Good afternoon [PII]. This is [PII] in group billing. Um, [PII] said that you were wanting to I mean you had some questions about the invoice, um.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] And a good call back number for you is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK. Thank you so much. And um,
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII] said that you are not listed and I, I do see that you are not listed as a contact person.
[AGENT][NEUTRAL] Um, we got [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me double check all this too.
[CUSTOMER][NEUTRAL] And [PII] is the only one with admin access?
[AGENT][NEUTRAL] Yeah, well, is [PII] available so I can.
[AGENT][NEUTRAL] How um because for me to discuss anything on this invoice I would have to get permission from her.
[AGENT][NEUTRAL] Is she available?
[CUSTOMER][NEUTRAL] Hang on one second.
[CUSTOMER][NEUTRAL] Am I able to conference her in because we both work remotely so it's she can't like.
[AGENT][NEUTRAL] That's fine. I mean, as long as I, I mean, I get permission to, um, talk to.
[AGENT][NEUTRAL] Talk to you about the invoices that's fine, not a problem and if she can send the email that'll be fine, um, just letting us know to add you as a con.
[CUSTOMER][NEUTRAL] I actually just sent an email to care team um with her CC and also our CEO um requesting that they make me and [PII] also admin.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] But you can't discuss the current invoice with me until you speak with her.
[AGENT][NEUTRAL] I'm sorry about that. Is this just.
[AGENT][NEUTRAL] Until we get everything changed.
[CUSTOMER][NEUTRAL] That's OK. Hold on one second, let me see.
[CUSTOMER][NEUTRAL] That's OK. Hang on one second. Let me see if I can get her on the phone, OK?
[AGENT][POSITIVE] Not a problem. Not a problem.
[CUSTOMER][NEUTRAL] I'm just gonna put you on hold.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Well, I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Male. OK, hold on one second, [PII].
[AGENT][POSITIVE] You're welcome, thank you.
[CUSTOMER][POSITIVE] Thank you for calling Health Bridge Medical, where our commitment to you comes first. We're all about creating exceptional customer experiences here at Health Bridge Medical. We understand you want to go above and beyond for your patients, so we'll help you do just that. It's our way of supporting you during the most critical moments. Explore all we can do for you at our website, [PII].
[CUSTOMER][NEUTRAL] At Health Bridge Medical, we offer a variety of complex care, orthopedic, and DME solutions. Let our team guide you through choosing a cost effective option for your clients' needs.
[CUSTOMER][POSITIVE] As your strategic partner, we're committed to delivering the very best products and services possible. And one of the ways we achieve that is through staying up to date with all the latest advancements in healthcare equipment and supplies. We'll be with you shortly to answer any questions.
[CUSTOMER][POSITIVE] With Health Bridge Medical, you get more than just medical equipment. You get a dedicated team that genuinely cares about your patients, your experience, and your bottom line. From catastrophic equipment and supplies to braids and orthotics, where your trusted source for the highest.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hi there, it's [PII] again. I have [PII], our admin on the line.
[AGENT][POSITIVE] OK, thank you so much. Hi, [PII]. I'm sorry to bother you, but uh just just for.
[CUSTOMER][NEUTRAL] Hi Male.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, no, no, you're fine.
[AGENT][NEUTRAL] Just, um, and I just needed permission to speak with [PII] about or discuss the invoices and all that with her and I and since you are our main contact um and we did not have your last name on the uh contact either so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] Tell me what you need and how do, and how do we add [PII]?
[AGENT][POSITIVE] And I can help you with that. Um, and I do appreciate your time. So let's see.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEGATIVE] Hold on, I just have to let somebody know that so they won't call me right in the middle of this.
[AGENT][NEUTRAL] Let's see, um, so what are y'all, uh, are you trying to log in to the online service center?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, I just, um, received a paper invoice and I'm I'm trying to inquire about um if we have an option for electronic billing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, um, or electronic invoicing and I'm trying to inquire about what our payment options are because this first payment is due in like 5 business days.
[AGENT][NEUTRAL] Oh, you're fine. You're fine. You got a thirty-day grace period. So, um, if you can, if you can go online, and [PII], you would have to set it up. And once you set it up, um, you go to our online service center and you set it up. Once you can, once you set that up,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] She you can add any user on there by using the manage users and I can help you with that as um and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we would be able to talk to whoever you add on there.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And as far as the invoice that she's concerned about the payments, um, and getting the electronic invoices now you should be getting [PII] you should be getting an email whenever an invoice is ready.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and it, it, and it'll prompt you to go online and look at that, so we can, I mean that's the only way that we can do the electronic invoices just automatic because we just can't say, OK, this one has to be sent out electronic.
[CUSTOMER][NEUTRAL] So, so is it the is it an email that's associated with the admin, uh, or how does that work exactly because I believe, go ahead.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] You will go online um at our AMpublic. secure, uh, wait a minute.
[AGENT][NEUTRAL] Secured at [PII].
[CUSTOMER][NEUTRAL] OK, oh wait, can you say that to me one more time? I think I kind of got things mixed up.
[AGENT][POSITIVE] Secured.
[CUSTOMER][POSITIVE] OK, secured at first. OK, secured.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, I just drew a blank. I do apologize.
[AGENT][NEUTRAL] Just uh secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so there is a period after secured and before at.
[AGENT][NEUTRAL] Well, it's secured. [PII].
[CUSTOMER][NEUTRAL] OK, so secured. at a.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] No, there's not an app. There's not an app.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's, I think that's where I got confused. I was like, wait a minute.
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][NEUTRAL] Uh, hey [PII], I'm just gonna jump in here really quick, um, I just, so the person who I had spoke to prior to [PII] said that um in order to, um, add admins to the account that we needed to send an email to care team which I did requesting that myself and [PII] both be added and they just sent me an email back with all this information she's telling you so I'm gonna send it to you so that you have it so you don't have to worry about writing it down correctly.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And also,
[AGENT][NEUTRAL] And also, both of you, if I can let you know that as far as us adding a contact now on our [PII] will always be our main contact, um, but whenever.
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] So any information in the emails whenever the emails are received, she's gonna be the one that we can only add one email address as far as receiving the electronic invoices and so forth like that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, or the notifications that the invoices are online.
[AGENT][NEUTRAL] She but she can add y'all as a user so you can go in there and view the invoices uh.
[AGENT][NEUTRAL] Make corrections on there if you have to. And as far as the payment on that, um, you would have to, I mean,
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] We've got different methods you can pay online.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there a way to set up auto like an automatic payment?
[AGENT][NEUTRAL] We do not have autopay.
[AGENT][NEUTRAL] At at this time we do not have that at this moment and I do apologize but you're not the first but at this time and then one of the reasons why is so that you would be able to go online and look at your invoices reconcile your invoices before you make your payments, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, yeah, because employees because we have to notify you when employees come on and off, right?
[AGENT][POSITIVE] I, I do apologize.
[AGENT][NEUTRAL] Well, that would be nice, yes, ma'am. That, that, but you can make those corrections online as well, but once you do, um, you can, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Online OK.
[AGENT][NEUTRAL] Like I said, on your invoices, and if [PII] is set up, I can help her with that or what have you, um.
[CUSTOMER][NEUTRAL] OK, we're not gonna do it right now because she's in the middle of something so but.
[AGENT][NEUTRAL] That's fine. That's, that's perfectly fine, but if you need to call me back or or anybody back on this to get online and reconcile your invoices to look at your invoices and so forth and even we, we can show you how to take people off, but it's it's really simple once you get online, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I mean, is there anything else that you're really concerned about as far as that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, we're, we're OK for now. We've got time to get it figured out before payment's considered past due, so.
[AGENT][NEUTRAL] But you're fine. As far as that, I mean, you're, you, you do have a thirty-day grace period. I do see that there is a January and a February invoice, but the February is fine. I mean,
[AGENT][NEUTRAL] Uh, they just went out, so, um.
[AGENT][NEUTRAL] But being new, we, we.
[CUSTOMER][NEUTRAL] There is a January invoice? OK, I don't, I don't have that one, but maybe, maybe that just went straight to you, [PII], and you, you kept it, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] If she, if you need one, I can, I can send that to you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's OK we're gonna get online and see what we can figure figure out there yeah yeah.
[AGENT][NEUTRAL] OK. Do y'all, I mean, do you want my, I can give you my direct number if that's what you, I mean, if that will help, um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Sure, I'll take it from you. I'm gonna let [PII] go so she can get back to what she was doing, OK? OK, alright, alright, you have a good one. Thank you so much for your help today. Yeah, OK, alright, thank you.
[AGENT][POSITIVE] OK. Thank you, [PII].
[AGENT][POSITIVE] You as well. Uh, thank you for your time. Uh-huh. Bye. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK, alright, well, what's your direct contact?
[AGENT][NEUTRAL] My direct number is, I mean, if that's just, it says [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK, alright, we'll give you a call if we have any questions as we get set up online.
[AGENT][NEUTRAL] All right. Well, [PII], is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No ma'am, that's all thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] All right, you too. Bye bye.
[AGENT][POSITIVE] Mm, thank you. Bye-bye.