AccountId: 011433970860
ContactId: 746ae755-e366-4279-a72b-e20361708f7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 552400 ms
Total Talk Time (AGENT): 207101 ms
Total Talk Time (CUSTOMER): 216294 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/746ae755-e366-4279-a72b-e20361708f7f_20250424T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hey [PII], I'm merging you in, um, we're, we've got some invoicing questions, um, on, on accessing invoicing and couple questions with one of my groups called Integra Solutions, um, and whether you're the right person to speak with or not maybe you can give us at least a direction.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] OK, [PII], are you there? Yes, OK, so, uh, [PII], if you could bring up Integra.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Solutions.
[CUSTOMER][NEUTRAL] [PII] We wanna take a look and see how the invoicing is being communicated with the group and see uh if we can maybe offer another way of getting some of this stuff, but uh the group number, there's two group numbers you have IMB which is 26696 and then Integra is 23755. So those are the two groups that we're talking about. They're basically rela related, let's call them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um let me see.
[CUSTOMER][NEUTRAL] So 11 is is saying that he would like to get um invoices by email.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Is that available?
[AGENT][NEUTRAL] It looks like we have someone else listed as the group contact um do we need to update that?
[CUSTOMER][NEUTRAL] Yeah you have [PII] listed. You have [PII] listed um it's one or share your thoughts are we changing the contact or we just changing, asking for another way of receiving the invoices? Uh, yeah, I prefer the contact to stay [PII] and she's she is the HR.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, manager, I just would like to add potentially just an additional email to to the the remittance when sending out invoices so that I can pay him promptly.
[AGENT][NEUTRAL] Let me see, do you by chance know I can always look this up as well if you have an OSC account?
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] That's the online um portal that we have.
[CUSTOMER][NEUTRAL] No, I don't have one.
[AGENT][NEUTRAL] OK, um, maybe that would be a, a better option because we're only allowed to have one person, um, the contact for a group. So if that's gonna remain [PII], that's who the invoice is gonna be sent to, but if you wanna do, um, we can set you up with the OSC account and then on the first of the month you would always be able to see the invoice for the group.
[CUSTOMER][NEUTRAL] I see, so I have a question in regards to how is [PII] currently receiving the invoices?
[AGENT][NEUTRAL] I believe through email.
[CUSTOMER][NEUTRAL] If that's the case, then.
[CUSTOMER][NEUTRAL] I can just have her send me those, but to my understanding that we've been receiving them via physical mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me put you on a brief hold and just do a little bit of digging into this, OK?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Can you help me with something?
[AGENT][NEUTRAL] How do I know how they're receiving the invoice?
[AGENT][NEUTRAL] OK, go to, um, you can do billing. OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Bill
[AGENT][NEUTRAL] OK. Um, type paper pay in arrears, no bill in arrears, no they're, uh, getting, uh, it, it's through paper. How do we set it up where they get it through email?
[AGENT][NEUTRAL] Electronic? Yeah, um, you can do a hub request, um.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] Customer service or billing.
[AGENT][NEUTRAL] To change it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] If you can ask for both if they still want paper or.
[AGENT][NEUTRAL] Well, they don't, I don't think they want paper anymore. They're like we're, we're wanting to receive it electronically.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Change bill type or change.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I wish you could just search this.
[AGENT][NEUTRAL] Get, uh, look at new business, see if it happen.
[AGENT][NEUTRAL] change
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Policy terms
[AGENT][NEUTRAL] of the
[AGENT][NEUTRAL] Group hard copy invoice request.
[AGENT][NEUTRAL] Payment advi
[AGENT][NEUTRAL] Termination policy from labor.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I would do to billing and I would do miscellaneous and just explain.
[AGENT][POSITIVE] Couldn't find the category that works. OK, perfect, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Are you guys still there?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK perfect um I am going to just submit a request just to make sure you guys are receiving that electronically and it will go to [PII].
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty and then
[CUSTOMER][NEUTRAL] Question, is it possible I wanna make the request to send you for her to just change the email address for specifically for billing?
[AGENT][NEUTRAL] No, so unfortunate it's, it's, it has to do everything so like the renewal, um, we're only allowed to have one person as like the main contact in our system so we can't split it up like billing as one person and then renewals as another person it just goes to one person.
[CUSTOMER][NEUTRAL] Or it has to go directly to her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's fair. It's worth a shot.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I will, I, I will request then um.
[CUSTOMER][NEUTRAL] There's a specific invoice that we haven't been able to pay um and if you could just send [PII] a copy of that invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see here.
[AGENT][NEUTRAL] Let me pull up the invoices real quick.
[CUSTOMER][NEUTRAL] Let
[AGENT][NEUTRAL] Um, and so for the invoice are you with, um, referring to the integra solution or to the other group?
[CUSTOMER][NEUTRAL] I believe it should be the other group. I have the invoice number if you'd like.
[AGENT][NEUTRAL] Um, let me see real quick.
[AGENT][NEUTRAL] OK, is it the I am the I am the management LLC, the one that you're referring to? OK, perfect. And what is the date that's listed on the invoice?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Uh, bill date is [PII].
[AGENT][NEUTRAL] [PII]. OK, so it's March.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I just need a copy of it because I don't, I, I just have the, the email stating that we haven't paid it.
[AGENT][NEUTRAL] Ay.
[CUSTOMER][NEGATIVE] But I don't have the actual invoice because again we've been receiving it via mail and it seems like it got lost.
[AGENT][NEUTRAL] OK, not a problem I'll send it to you via email. What is your email address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], that[PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect I can send this over to you.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] Alrighty alrighty alright well have a great day. Thank you so much and hopefully it gets a little bit easier for you. Alrighty, no problem if you need anything else, call me any time. Appreciate you man. Yeah, it's gonna it's gonna be a busy day but I'll be around. Have a nice day yourself thank you.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Take care