AccountId: 011433970860
ContactId: 995c7e44-e428-4a84-abb1-6e0ef68f6863
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495320 ms
Total Talk Time (AGENT): 205290 ms
Total Talk Time (CUSTOMER): 197654 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/995c7e44-e428-4a84-abb1-6e0ef68f6863_20250213T19:37_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] Good afternoon. This is [PII].
[CUSTOMER][POSITIVE] Lucky you, you got the phone. It's [PII].
[AGENT][NEUTRAL] What's up?
[CUSTOMER][NEUTRAL] Hey, I actually, do you know anything about billing?
[AGENT][NEUTRAL] So, yeah.
[CUSTOMER][NEUTRAL] OK, because I have this broker who apparently pays, and I've been going round and round, um, apparently they pay for all of their group's invoices, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they transitioned out, and the person that transitioned out from their team is telling them that they that she used to be able to submit the payment online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that they don't, that they don't have that submit button anymore.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's [PII], and the particular group that we were talking about was um
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] MG, hold on a second, it was.
[AGENT][NEUTRAL] MSG something.
[CUSTOMER][NEUTRAL] Yeah, cause [PII].
[AGENT][NEUTRAL] I think I saw some emails.
[CUSTOMER][NEUTRAL] Yeah, a ton of emails. So finally I said let me just call [PII] and see what the heck they're trying to, trying to um get accomplished. Hold on, [PII] Price.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII], come on, [PII]. Um.
[CUSTOMER][NEGATIVE] We have this these joint mailboxes drive me nuts because when you need to find something.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] It's like you get to look at everybody else and it's like well where's mine? [PII].
[AGENT][POSITIVE] Good luck.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, there it is. OK. So, yeah, I know. OK. So the group is MGSI 26565.
[AGENT][NEUTRAL] NBSI 26565.
[AGENT][NEUTRAL] I think I looked at this one last week and I don't think I could see the submit button either because we have access to like I think you guys all have access to like Kurt's online service center and I don't think I could.
[CUSTOMER][NEGATIVE] I do, but when I, but when I tried to go into it and open an invoice, it just tries to save it.
[AGENT][NEUTRAL] Um, let me get in there to.
[CUSTOMER][NEUTRAL] Do I go to the spreadsheet one?
[AGENT][NEUTRAL] Uh, let me see if I can get in there and.
[CUSTOMER][NEUTRAL] See, I only get to, I only get to print.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see uh.
[CUSTOMER][NEUTRAL] At least under my, under my um login.
[AGENT][NEUTRAL] Well, it could be mine too, but let's I for some reason I wanna say that brokers don't have access to submit, but I mean they have access to submit claims online but I'm not.
[AGENT][NEUTRAL] Maybe I'm thinking of something different.
[CUSTOMER][NEUTRAL] Well, according to, according to [PII], this lady that's transitioning out is telling the people that are taking over that she used to submit, although [PII] said they've paid by check since July.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's, that's great. OK, let me see at our instructions because they're gonna tell me also whether a group, OK, broker.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Help sheet for a broker.
[AGENT][NEUTRAL] Billing
[AGENT][NEUTRAL] Commissions production.
[AGENT][NEUTRAL] Your monthly details groups file a claim.
[AGENT][NEUTRAL] I don't see on our instructions where they can submit an invoice.
[AGENT][NEUTRAL] Uh, my groups.
[AGENT][NEUTRAL] Yeah, I don't see where they should be able to, I mean.
[CUSTOMER][NEUTRAL] She says it's grayed out.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Well, it's because they don't have access.
[AGENT][NEUTRAL] They're not supposed to.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, because I, I don't see even a grayed out one. I don't on mine I don't see any.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Let me see something
[AGENT][NEUTRAL] Payments command.
[CUSTOMER][NEUTRAL] And [PII]'s agency doesn't have gap because I thought maybe she was confusing it with their own.
[AGENT][POSITIVE] Wow
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I don't see that every has a gap.
[AGENT][NEUTRAL] OK, let me look under [PII] um.
[AGENT][NEUTRAL] Because our instructions don't show anything about being able to pull.
[AGENT][NEUTRAL] Invoices and be able to submit them so let me look at.
[AGENT][NEUTRAL] I wonder if they had access at the group level.
[AGENT][NEUTRAL] What is that group num what is that group number?
[CUSTOMER][NEUTRAL] Um, of course, you're asking me that. 26565.
[CUSTOMER][NEUTRAL] I was able to answer.
[AGENT][NEUTRAL] 265.
[AGENT][NEGATIVE] Hell, I don't even have an online.
[AGENT][NEGATIVE] I can't they're not set up for.
[AGENT][NEUTRAL] OK, so let me
[CUSTOMER][NEUTRAL] That's what she was telling me that the group is not set up, but then [PII] told me that it's because they pay all of their group invoices.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Like, in other words, all of their groups, they handle the billing, the payments for them.
[AGENT][NEGATIVE] Well, they're not doing it online.
[AGENT][NEUTRAL] Um, let me think.
[CUSTOMER][NEUTRAL] Can you like spot check another one of his groups?
[AGENT][NEUTRAL] Yeah, I'm gonna look at [PII], [PII]. There we go.
[CUSTOMER][NEUTRAL] I'm there now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You got 22505.
[AGENT][NEUTRAL] Um, there's A OK Tire Mart. Let me look there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I guess when he only has
[AGENT][NEUTRAL] It's loading.
[CUSTOMER][NEUTRAL] 6 groups that that takes to manage pain.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, they have an open invoice so let me open it up.
[AGENT][NEUTRAL] OK, it opens it up.
[CUSTOMER][NEUTRAL] I see where [PII] from their office is.
[CUSTOMER][NEUTRAL] Oh, and [PII] too is um.
[CUSTOMER][NEUTRAL] A contact.
[AGENT][NEGATIVE] Yeah, they, I don't think they have access because I don't have access, you don't have access, they don't have access and.
[CUSTOMER][NEUTRAL] Is this something they can request?
[AGENT][NEUTRAL] Uh, not just for [PII], it would be something that would have to be opened up to all brokers, um.
[CUSTOMER][NEUTRAL] So then, so then how about let me ask you this, can each can they set up.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Each of the groups online and then, you know, the online access and then just pay through each group's online access.
[AGENT][POSITIVE] Most definitely.
[AGENT][NEUTRAL] But they have to, I would really, I mean it's up to the group to give [PII] and his team permission to do that um but yeah the group would be each group would need to set up an online account and then prepare um like [PII]'s agency a username and password to where they can go into the group's account and pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I'll let them know.
[AGENT][POSITIVE] Yeah, that's, that's definitely doable.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Okey dokey. Thanks. Have a good one.
[CUSTOMER][POSITIVE] Appreciate that. I appreciate. You too. Bye-bye. Bye.
[AGENT][NEUTRAL] Mhm bye.