AccountId: 011433970860
ContactId: 67edfe0d-c07a-45b6-ae2f-e12012fa7679
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278230 ms
Total Talk Time (AGENT): 116515 ms
Total Talk Time (CUSTOMER): 125115 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/67edfe0d-c07a-45b6-ae2f-e12012fa7679_20250108T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing alright thank you. I have a group admin on the line uh wanted to make a payment.
[AGENT][NEUTRAL] OK, and what's uh the group admin's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And what's the group number?
[CUSTOMER][NEUTRAL] It is 26738.
[AGENT][NEUTRAL] Alright, you can go ahead and send him over.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, I understand that you'd like to make a payment on your January invoice, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, and that's for 885 55.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so just give me one second to see get the screen pulled up and I'll be ready to take your payment in just a minute.
[CUSTOMER][NEUTRAL] No, but I'm, I'm, I'm, I'm, I'm online right now.
[CUSTOMER][NEUTRAL] I'm on on the [PII], you know.
[AGENT][NEUTRAL] OK, did you want to submit the payment, um, or did you, were you trying to pay with the credit card?
[CUSTOMER][NEUTRAL] No, ma'am, I'm submitting the payment via ACH, but I, I am there now, but I need to know where to click to submit the payment because I don't see, I don't see an option here.
[AGENT][NEUTRAL] Oh OK, OK, um, yeah, so when you click on the invoice that you wanna pay, click on that.
[CUSTOMER][NEUTRAL] To submit
[CUSTOMER][NEUTRAL] OK, OK, uh, it was on the left hand side. I kicked in there, uh, it's already, already did that. What else?
[AGENT][NEUTRAL] And then do you see in the blue strip where it says submit invoice?
[CUSTOMER][NEUTRAL] Uh, submit invoice, that was, that was my question, uh, to pay for an invoice you have to submit it first.
[AGENT][NEUTRAL] And a check mark next to it.
[AGENT][NEUTRAL] Yeah, because you can actually edit this if you need to like where you see all the employees like if something changes like if you have a termination or an addition you can actually do that in here to adjust your own invoices.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And where and where do I go for that?
[AGENT][NEUTRAL] Um, you would go to, like, say you need you hired someone and you wanted to add them on here, you would go to you see where it says add.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yeah, I do see the ad. How about if you want to edit?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so then you would, uh, if you need to edit something like say, uh, someone got terminated or you're not, you're paying a different amount, you would just double click in the column where it says do and you would enter the amount that you're paying, so it was $0 or whatever.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Where it says where?
[AGENT][NEUTRAL] Do the do column.
[CUSTOMER][NEUTRAL] Uh, do column, uh, give me one quick second because the policy last, uh, OK, do, OK. Oh, you could change those numbers there. I see. OK, so I'm gonna submit the invoice and.
[AGENT][NEUTRAL] Yeah, and then you have to enter, yeah and then you'd have to enter the comments, so you'd have to enter the reason why you changed it.
[CUSTOMER][NEUTRAL] Alright, it says, OK. Select terminal option one time electronic EFT which bank, uh, information.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] Uh, default ta ta ta. OK, next, just bear with me. Select date of payment will be tomorrow, I think, uh, next.
[CUSTOMER][NEUTRAL] Alright, uh, on summit, OK, summit.
[CUSTOMER][NEUTRAL] Would you see the payment right or when are you in?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Mm, uh, yeah, print this page. OK, I think I've submitted and it's all done.
[AGENT][NEUTRAL] Yeah, I see where it says uh submitted invoices so if you refresh, it will be in your submitted column and it should process.
[CUSTOMER][NEUTRAL] Invoice
[AGENT][NEUTRAL] Yeah, it says for the 9 total process tomorrow.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, I got a confirmation number, so I'll, I'll print that. OK, I'm pretty much done. So the thing is to submit the invoice if you wanna pay it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's basically it. Alright, that's what I wasn't doing. I didn't want to submit it because I already had the invoice, but it's submitted it somewhere else, I guess.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] All right, well thank you very much.
[CUSTOMER][POSITIVE] No, that will be all. Have a great day.
[AGENT][POSITIVE] You too. It was a pleasure assisting you. Hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.