AccountId: 011433970860
ContactId: 8c956a00-1450-4db1-99b5-b33157dafe3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253080 ms
Total Talk Time (AGENT): 102414 ms
Total Talk Time (CUSTOMER): 138509 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8c956a00-1450-4db1-99b5-b33157dafe3a_20250331T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII] again. Are you the only one over there?
[AGENT][NEUTRAL] Apparently.
[CUSTOMER][NEUTRAL] Did I
[AGENT][NEUTRAL] Apparently so.
[CUSTOMER][NEUTRAL] OK, well, sorry, but I have another admin on the line. Um, it's with group this is actual admin though 27005.
[CUSTOMER][NEUTRAL] The Haar law firm.
[AGENT][NEUTRAL] Uh, OK, OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That she had received an email about completing.
[CUSTOMER][NEUTRAL] And this is me. I, I, uh, if you can explain it to me, but she was receiving an email. She says I have [PII]'s name on it, OK, but it was about completing the ACH information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which she says that she did and sent that back but when she's logged into the OSC she doesn't see that information there.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And she knows that the group has got an invoice to be paid.
[CUSTOMER][NEUTRAL] So she has some questions on that.
[AGENT][NEUTRAL] Yeah, there's she, mm, we don't, uh, I don't know what email it sent out, but we don't enter bank information for the groups.
[CUSTOMER][NEUTRAL] And future billing.
[CUSTOMER][NEUTRAL] So I don't, I don't, yeah.
[AGENT][NEUTRAL] Um, but you can send her to me.
[CUSTOMER][NEUTRAL] So yeah, I was confused on that. OK, so does she have to just enter that each month when she initiates a payment? Like if she logs into the OSC? Yeah. Mhm.
[AGENT][NEUTRAL] The bank information?
[AGENT][NEUTRAL] No, once she enters it the first time it saves it in her account.
[CUSTOMER][NEUTRAL] OK, so I guess so her question's then gonna be because she did complete this form, she said, and send it back?
[CUSTOMER][NEGATIVE] Which, uh, I don't see any, anyway. I, I, I, she threw me when she said all that because I didn't.
[AGENT][NEUTRAL] Yeah, I don't know why
[AGENT][NEUTRAL] Yeah, I'm not really sure why.
[CUSTOMER][NEUTRAL] That's the first time anyone's told me that.
[AGENT][NEUTRAL] Yeah, again, I'm not sure what email Eie sent out as far as completing that because we don't enter the bank information for groups they.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They, they have to do it, um.
[CUSTOMER][NEUTRAL] They have to enter it into the OSC, right?
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, alright, well, if, if her phone number though is the one that's in line for the group and again it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They fully verified and this is [PII] that out in the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, well thank you again, [PII].
[AGENT][NEUTRAL] You can send it to me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you. Bye bye.
[AGENT][NEUTRAL] Bye
[AGENT][NEUTRAL] This is [PII], can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from the HRlock group. I submitted an ACH debit authorization for our group account and um for some reason when I go into the website, it's the account is not listed there. I don't know how they're going to be paying this invoice that's already up for the month of April, which is when we start our first month. I wanted to know if I need to add this account myself.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Although when I called last time they told me no if you already submitted the ACH let them take care of it.
[AGENT][NEUTRAL] OK, I can definitely help you with that so I'm, I'm not sure what information or who who you sent that information back to, but we don't enter um when it comes to the online service center we don't enter um the group's bank information um so what you would need to do is um when you're ready to pay the April invoice you would um click on the invoice number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let it open up at the bottom of your screen and from there that's where you'll reconcile your invoice and make sure um you do any kind of terminations or ads or anything like that there and once you're done with that you would submit the invoice and that's when you'll enter your bank information and once you enter it the first time.
[CUSTOMER][NEUTRAL] Mhm.