AccountId: 011433970860
ContactId: 651f569a-a97b-4b41-98e6-2491fc1635f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491290 ms
Total Talk Time (AGENT): 170482 ms
Total Talk Time (CUSTOMER): 289146 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/651f569a-a97b-4b41-98e6-2491fc1635f8_20250502T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][MIXED] I'm OK, a little sick, but I'm fine.
[CUSTOMER][NEGATIVE] Oh gosh, I'm sorry. Oh, I hope it passes soon. Uh, this time of year is awful for that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well I've got a group admin on the line uh she said she just had questions regarding her May invoice.
[AGENT][NEUTRAL] OK, um, what's the, um, group admin's name and the group number?
[CUSTOMER][NEUTRAL] Yeah, so we're speaking with [PII] and we do have her as a contact. uh, the group number is 23501.
[AGENT][NEUTRAL] OK, SPS services.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. And do you know um what questions she had or no?
[CUSTOMER][NEUTRAL] I don't. She asked to speak with somebody in billing regarding her main invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no, that's fine. You can go ahead and send her over.
[CUSTOMER][POSITIVE] All right thank you I hope you feel better soon.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][NEUTRAL] I I
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, I understand that you have some questions about your invoice, is that correct for May?
[CUSTOMER][NEUTRAL] Yes, I just wanted to because I was about to go online and pay for our May um invoice and so.
[CUSTOMER][NEUTRAL] I just wanted to make sure one of our employees we uh took off the policy for the month of May and I'm sure that the billing went out before we made that happen or you guys sent it out but I just wanted to make sure that his name was in your system that he's no longer on our policy it would be from [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I just want to make sure that went through to you guys that he's no longer on our plan.
[AGENT][NEUTRAL] Uh, yeah, give me a second, let me get that pulled up.
[CUSTOMER][NEUTRAL] And I'm thinking that the because when I got the bill or when I look online to pay, he's still on there and I just if if if I need to pay the whole thing I will and for May and then I don't know if you guys credit us the next month.
[CUSTOMER][NEUTRAL] Or how that works.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't see where he has been terminated. Um, do you know how you sent?
[CUSTOMER][NEUTRAL] Oh, he, OK, it's not on there?
[AGENT][NEUTRAL] Yeah, do you know how you sent the notification?
[CUSTOMER][NEUTRAL] Yeah, our, um.
[CUSTOMER][NEUTRAL] Through our um.
[CUSTOMER][NEUTRAL] A person who takes care of insurance did it um through uh.
[AGENT][NEUTRAL] Oh, you're a broker?
[CUSTOMER][NEUTRAL] Yeah, my broker did it.
[AGENT][NEUTRAL] OK, it's possible maybe they didn't send that over to us, but I can go ahead and terminate him. But with you paying online, um, do you know you can, um, like click in the do column and put 0, and in the comments you can put term termed um or term terminated uh 51 and so before you submit your invoice you can actually edit it so you can take him off and not pay him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, OK, so when I go into OK how do I, I guess it's self explanatory once I get in there.
[AGENT][NEUTRAL] Yeah, um, if you'd like I can see you on the phone and.
[CUSTOMER][NEUTRAL] What would I do, edit [PII]?
[CUSTOMER][NEUTRAL] OK, yeah, let me go, hold on, I stepped out of my office for a second to talk to you. Hold on, let me go back in there and pull up a PL, um.
[CUSTOMER][NEUTRAL] Yeah, and then let me get into that.
[CUSTOMER][NEUTRAL] OK, hold on just a moment.
[CUSTOMER][NEGATIVE] That's yeah and I had to piggyback with another order.
[CUSTOMER][POSITIVE] Well, it's nice that they delivered stuff for a sample that we've already.
[CUSTOMER][NEUTRAL] No, [PII] asked me for another piece for the job.
[CUSTOMER][NEUTRAL] Oh, we need a piece for the job. Or the sample we're gonna use for the job. I said some sample. Oh, it's gonna be, I said, Well, can you piggyback it with something else? She said yeah.
[CUSTOMER][NEUTRAL] That's what they did, so they just sent it.
[CUSTOMER][NEUTRAL] OK, it's all loading for me. OK, I'm in the window. What should I do I go to invoice my invoice or do I go to [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so you wanna open, yeah, open that click on that May invoice.
[CUSTOMER][NEUTRAL] Pull up my invoice OK.
[CUSTOMER][NEUTRAL] OK, hold on just a moment.
[CUSTOMER][NEUTRAL] Alright, um, oh, it just pulls up.
[CUSTOMER][NEUTRAL] Hold on, let me click on the invoice a different way. Sorry, I like was printing the invoice.
[AGENT][NEUTRAL] Yeah you'll have to just click like anywhere other than that print box where and uh just click that and you'll see a billing details.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So how do I.
[CUSTOMER][NEUTRAL] OK, hold on, maybe recent.
[CUSTOMER][NEGATIVE] You know what it's not letting me do it's not.
[CUSTOMER][NEUTRAL] I'm trying to figure out need my window looks different than it normally oh let's see, there it is invoice. OK, so I have it opened.
[CUSTOMER][NEUTRAL] Do I submit the invoice? How do I pull it up?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Do you see, OK, so.
[CUSTOMER][NEUTRAL] Save
[AGENT][NEUTRAL] Do you see where it lists all of your employees?
[CUSTOMER][NEUTRAL] I clicked on the invoice. Oh, I see where it says like, yes, the employees, do I just zero out math?
[AGENT][NEUTRAL] Yeah, so, um, on [PII] you'll go where it says in the due column you'll click in there and put 0.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Oh, OK, hold on, let me do that. OK, so 0.00. OK, I got that. OK, I got that.
[AGENT][NEUTRAL] And then in the comments.
[AGENT][NEUTRAL] Yeah, and in the comments because it'll make you put a comment, yeah.
[CUSTOMER][NEUTRAL] It is in the adjustment.
[CUSTOMER][NEUTRAL] OK, comment do what?
[AGENT][NEUTRAL] Um, comments, uh, cause anytime you make a change, it'll make you put a comment for why, so you'll just put terminated and the date. So you can put Terminated 51 or Terminator 4:30, um, whichever you want.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um
[CUSTOMER][NEUTRAL] OK, terminated, um, I'll put, I'll put uh 4:30, 4:30, um, 25, OK, um, how do I.
[AGENT][NEUTRAL] And then you'll save changes.
[CUSTOMER][NEUTRAL] OK save changes.
[AGENT][NEUTRAL] OK, and do you see the new invoice total um in that blue strip right above the comments?
[CUSTOMER][NEUTRAL] I see it for 1,23548, um, I'm not sure that that I guess maybe that's that almost looks let me see what it said beforehand hold on 235 it's still the same.
[AGENT][NEUTRAL] If you put 0 in the due column, it, it'll change the it won't change the total like at the top, but where you like right above [PII]'s name in that blue strip all the way to your right where it says invoice and total due.
[CUSTOMER][NEUTRAL] There's no
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Yes it did yes it did. OK, so I put I go ahead and pay the bill and put that invoice or it'll pull up once I try to pay?
[AGENT][NEUTRAL] Yes, so as long as it has the correct total now, so it should be like 9, 11 something, it should just be $102 less.
[CUSTOMER][NEUTRAL] OK, so now I can just submit invoice.
[AGENT][NEUTRAL] Yeah, as long as you saved your changes then you hit submit.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, I'm gonna save changes one more time and now I'm gonna submit invoice and see what it does.
[CUSTOMER][POSITIVE] Yes, it's good. OK, perfect, thank you.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. OK, perfect.
[AGENT][POSITIVE] All right, well, it's a pleasure assisting you. I hope you have a great weekend.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye.