AccountId: 011433970860
ContactId: 7a7d8f5e-2ec2-4117-94b4-51e3017c8a53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486899 ms
Total Talk Time (AGENT): 194868 ms
Total Talk Time (CUSTOMER): 226040 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/7a7d8f5e-2ec2-4117-94b4-51e3017c8a53_20250218T16:27_UTC.wav
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[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone. She is with Group 2003.
[CUSTOMER][NEUTRAL] She's calling from number [PII]. She was able to uh verify the group, but she is not the group contact person because the group content person is no longer there. She will be the new contact person.
[CUSTOMER][NEUTRAL] And she's inquiring about having her invoices emailed rather than mailed.
[AGENT][NEUTRAL] OK, um, what's the group number again? Because 2003 didn't pull up anything.
[CUSTOMER][NEUTRAL] 23003.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And what's her name again?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] [PII], OK, yeah, I'll, uh, talk to her, but they're on file feed, so she, uh,
[AGENT][POSITIVE] Like wouldn't have to worry about.
[AGENT][NEUTRAL] Like the way the invoices are delivered, um, but I'll talk to her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you so much. Appreciate it, [PII].
[AGENT][NEUTRAL] You're welcome. Mhm.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bring in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, I understand that you, um, are calling because you had a question about the, uh, invoice, uh, delivery method and also needing to update the group contact, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, so as far as updating the group contact we can definitely do that for you, but we do need to receive that request in writing, um, so if you could email our care team, um, just with the information that you need updated, um, and they will get, uh, working on that, um, and I can give you the the email address whenever you're ready.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and what information do they need? Just the updated name of like that I'm replacing the existing contact?
[AGENT][NEUTRAL] Yeah, um, just that you, uh, want what your name, your first last name, your email address, phone number, um, and then just make sure you put the group number and the group name, um, in the subject line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then as far as the invoice delivery um let me see.
[AGENT][NEUTRAL] I'll see about getting.
[CUSTOMER][NEUTRAL] So it seems like the way it works now is we have to log in online, submit the maybe we have to submit it or I don't know, but I, but I saw that there's an option to pay via ACH. So ideally I'd like the the the the coupon to get delivered to our our AP email address so that it can be processed through our normal payment um procedure.
[AGENT][NEUTRAL] Yeah, you guys, uh, we do have that it goes to [PII] and you guys are on what's called files a file feed, so that means you guys just send us upload a file every month and um your bill is paid that way so you guys shouldn't have to be like go like it's already set up um with ACH and stuff like that.
[AGENT][NEUTRAL] Do you have, have they shown you like, do you have the information to for like the portal and stuff?
[CUSTOMER][NEUTRAL] Well yeah, I have access to the portal and I've been logging in and prompting payments that way.
[CUSTOMER][NEUTRAL] But I don't know what you're talking about uploading a file you're so I think that means like submitting the open invoices I have to like click it and I click submit invoice and then I remit the payment right?
[AGENT][NEUTRAL] Uh, no, because you guys uh.
[CUSTOMER][NEUTRAL] What yeah.
[CUSTOMER][NEUTRAL] Yeah, I mean it looks like.
[CUSTOMER][NEUTRAL] I have the when I click on the invoice that shows the charges like it looks like I have the option to like change the amounts and add comments.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, you can, but um like because your group is on a file feed, that's typically, um it's like it's, it's a, it's an electronic, like a streamlined process. It's not like a manual process, um.
[AGENT][NEUTRAL] But let me
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Ask your account rep.
[CUSTOMER][NEUTRAL] All I know is the payments don't get remitted automatically it's something that we have to go in and do because we were a couple when I started here we were like several payments behind.
[CUSTOMER][NEUTRAL] So I got us caught up because it obviously wasn't happening automatically um I got us caught up and then it looks like I you know I I don't I see that we get an an email saying that our invoice is ready.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it doesn't actually have the email attached to the invoice so I'm just trying to see if that's something we could set up.
[AGENT][NEUTRAL] Well, when you get the email saying that your invoice is ready, you that's um because you can print, you can do see the invoice in on the online service center.
[CUSTOMER][NEUTRAL] Uh, yes, I understand that. I'm asking if there's a way for the email to get actually the email to include an attachment of the invoice as opposed to having to log in and pull it.
[AGENT][NEUTRAL] Uh, no, that's the only way that um it'll do an email notification.
[AGENT][NEUTRAL] That it will deliver, yeah, it's an email notification.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] Do I have to submit like when I go in it says open invoices and then I I click it and then I have to click submit and then it gives me an option to pay it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do I have do I have uh.
[CUSTOMER][NEUTRAL] I guess my question is.
[CUSTOMER][NEUTRAL] Uh, what is my question? Do we have to submit it, uh, if we submit it online and then pay via ACH, like we push out an ACH payment through our bank portal, it will get applied to those invoices even if I don't pay through the actual portal.
[AGENT][NEUTRAL] Yeah, like, um, if you send an ACH to us, we will get the ACH and then it'll go to your account rep who's [PII], and she will process the payment. Um.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Yeah, so you don't want to.
[CUSTOMER][POSITIVE] OK, alright, well if I have to go in, if I have to go in and pull the invoice anyway I may as well just pay it that way to save everybody some work so OK alright thank you I appreciate your help.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Yeah, no problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][NEUTRAL] Alright, yeah, and just make sure um you uh send that email to the care team and we'll get that contact information updated for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, have a great day.
[CUSTOMER][NEUTRAL] Bye you too bye bye.