AccountId: 011433970860
ContactId: 7c8eef7c-e706-4b3f-819d-76cfc71c89dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 633039 ms
Total Talk Time (AGENT): 138648 ms
Total Talk Time (CUSTOMER): 224856 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/7c8eef7c-e706-4b3f-819d-76cfc71c89dc_20250529T18:11_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] with the care team. I have a [PII] and [PII] um on the line for group number 256-68.
[CUSTOMER][NEUTRAL] They were trying to do something with their invoices on the online portal account and it kicked one of the it kicked them out and I was wondering if you could help them with their invoices.
[AGENT][NEUTRAL] Uh, yeah, give me one second, let me get them pulled up.
[AGENT][NEUTRAL] And you said it's [PII] and [PII]?
[CUSTOMER][NEUTRAL] Right, [PII] isn't on their um their list and so she has [PII] with her and then I did go ahead and let [PII] know that she should add [PII] on there as someone who can talk to us, um, if you, you might want to verify that with her again, but [PII] is on there or on the call as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is the callback number, the one on the screen ending in [PII]?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK, and they've already been verified and everything, I'm assuming.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, all right, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with uh [PII] and [PII]?
[CUSTOMER][NEUTRAL] Oh yes, yes, can you speak a little louder? I'm sorry. I'm having difficulty understanding. Thank you. What was your name?
[AGENT][NEUTRAL] My name is [PII] in the billing department.
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] Um, so I understand you guys are having some issues, uh, with the online service center, is that correct?
[CUSTOMER][NEUTRAL] Yes, it's on the the invoice number 638.
[CUSTOMER][NEUTRAL] 8225
[CUSTOMER][NEUTRAL] That it looks like it was submitted on [PII], but I was in the middle of editing when it went into submission, and I, I wanna be able to open it up is that possible to reopen that up because we're not able to pay that um and and we haven't finished editing.
[AGENT][NEUTRAL] Yeah, if you click on the invoice.
[AGENT][NEUTRAL] And uh let me know when you see the drop down where it says billing details.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you should see in that blue strip right next to employees per page where it says open invoice.
[CUSTOMER][NEUTRAL] It's coming up to see.
[CUSTOMER][NEUTRAL] No, we don't see that, ma'am.
[CUSTOMER][NEUTRAL] It says employee per page print invoice and print coupons.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You mentioned right next to employees per page, right?
[AGENT][NEUTRAL] Yeah, and that blue strip there should be like a little file folder icon and open invoice.
[CUSTOMER][NEUTRAL] No, it's not. I mean, it says print the invoice and the PDF and the Excel icon right next to it as well as the print coupon icon, but that's nothing like there's nothing else right next to it.
[AGENT][NEUTRAL] OK, um, do you see in the blue box under where it says, uh, your submitted invoice, do you see where it says payment type?
[CUSTOMER][NEUTRAL] Yes mhm mhm.
[AGENT][NEUTRAL] And check and do you see a little thing under that says edit payment option?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you click that and let me know what pops up?
[CUSTOMER][NEUTRAL] Sure. It's, it's um um allowing you to select the payment option, either check by mail or one-time electronic tra uh funds transfer on EFT and then the um it's either next or canceled.
[AGENT][NEUTRAL] OK, so you don't see an option that says change payment method?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, alright, let me um see if I can get.
[CUSTOMER][NEUTRAL] So you can select check, check by mail, and when you do that and hit next.
[CUSTOMER][NEGATIVE] I don't, I can I hit it? I'm scared, um, let me see.
[CUSTOMER][NEUTRAL] It says change payment method. Do you want to change payment method?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, yes or no, change payment method, change payment method if I do that, it just brings me back to the select payment option screen. So once again either check by mail or one time.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] OK, let me see if I can get permission to open the invoice back up for you.
[AGENT][NEUTRAL] Um, because we're, yeah, no problem, because I can't open the invoice. I just need to get a supervisor's approval first.
[CUSTOMER][POSITIVE] Thank you. I appreciate that.
[CUSTOMER][POSITIVE] Thank you, bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm still here. I'm just, uh, waiting for that approval to come through. I just submitted a request to the supervisor, so they should see it in a second, um, but I'm just waiting for that approval to open it.
[CUSTOMER][NEUTRAL] I, I heard.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] All right, thank you. Thank you, [PII].
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] And have you guys already sent the check to us?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] We are not even finished um editing yet um the minute we are able to finish editing, we were able to be able to take a new uh invoice to accounting to get it paid.
[CUSTOMER][NEUTRAL] Because they pay it online right away.
[AGENT][NEUTRAL] OK, I was just making sure, um, because the, uh, one of the supervisors asked if, um, we, if you guys have already sent payment or not, um, so yeah, give me one second.
[CUSTOMER][NEUTRAL] No, I've, I've been trying to, mhm.
[AGENT][POSITIVE] OK, alright, give me one second and I should have an answer for you in just a couple of minutes.
[CUSTOMER][NEUTRAL] Have you tried mhm yeah, thank you, [PII] no nothing.
[CUSTOMER][NEUTRAL] It only gives you option.
[CUSTOMER][NEUTRAL] And the way you're opening it up.
[CUSTOMER][POSITIVE] Get it up boy.
[CUSTOMER][NEUTRAL] We go to options to go to the name.
[CUSTOMER][NEUTRAL] No because she's gonna get that way.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] OK, um, so if you refresh your screen you should see that invoice um back in your um open invoices because I just opened it back up for you.
[CUSTOMER][POSITIVE] OK, thank you, it's loading it's loading right now, yeah, give us a second. There you go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 38825 this one.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Perfect, thank you, ma'am. Thank you, [PII] I appreciate you.
[AGENT][POSITIVE] No problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you've been very helpful. Thank you so much. Have a great afternoon.
[AGENT][POSITIVE] You too. Thank you. Bye.
[CUSTOMER][POSITIVE] Thank you bye.