AccountId: 011433970860
ContactId: b0cdfbd5-b0d4-4784-bcaf-4defab35ad85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438529 ms
Total Talk Time (AGENT): 139380 ms
Total Talk Time (CUSTOMER): 157803 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/b0cdfbd5-b0d4-4784-bcaf-4defab35ad85_20250328T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] on the care team, and I've got an employer here who has some questions about uh a couple of invoices he's received. He's received two and he's not sure which one to pay.
[CUSTOMER][NEUTRAL] Um, I can give you the group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Group number is 26921.
[CUSTOMER][NEUTRAL] And then I have you on the line while you um I've verified his information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, you can go ahead and send him over.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm trying to get the, the 2O for the group policy to pay, but I don't know how to process the payment.
[AGENT][NEUTRAL] OK, are you trying to pay online, like on the website?
[CUSTOMER][NEUTRAL] So that's the first time I make the payments. I just want to know if I can pay online with a credit card or?
[CUSTOMER][NEUTRAL] How what is uh
[CUSTOMER][NEUTRAL] What is the what is the way to pay the bill?
[AGENT][NEUTRAL] OK, yeah, um, so you can send a check or um you can pay online through um electronic funds transfer like ACH, um, or you can.
[CUSTOMER][NEGATIVE] But when I go to when I go to online when I go to online the the portal, I don't I don't see any place I can pay online.
[AGENT][NEUTRAL] OK, yeah, so I see that you already have an account so if you're logged in, um, do you see your invoices online?
[CUSTOMER][NEUTRAL] Give me one second, let me uh log in again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I mean
[AGENT][NEUTRAL] All right, let me know when you're on the screen where you can see your open invoices.
[CUSTOMER][NEUTRAL] OK, I mean the screen I can see two open invoices. One is uh the same amount.
[CUSTOMER][NEUTRAL] One is 6383 6386189.
[CUSTOMER][NEUTRAL] The other is the 606, right?
[AGENT][NEUTRAL] Yeah, so your March invoice, the 6383606 if you wanna click on that, just click anywhere um.
[AGENT][NEGATIVE] Just don't click in the print area.
[CUSTOMER][NEUTRAL] Give me one second, click on the invoice.
[AGENT][NEUTRAL] Don't click in the print area just click.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, in the amount billed or something.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Uh, yeah, I clicked it.
[AGENT][NEUTRAL] All right, and then you should see something load um under billing details there will be a blue strip and then a list of employees do you see that?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Groupstri.
[CUSTOMER][NEUTRAL] Yeah, there's a beating details.
[AGENT][NEUTRAL] OK, and do you see where it says employees per page add save changes cancel changes submit invoice?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so what I'm where I'm going to click.
[AGENT][NEUTRAL] Do you see um a button where it says submit invoice in the blue strip at the.
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] The save changes?
[AGENT][NEUTRAL] So you'll click that.
[AGENT][NEUTRAL] Now do you see where it says do you see where it says submit invoice?
[CUSTOMER][NEUTRAL] Save change
[CUSTOMER][NEUTRAL] I don't see that.
[AGENT][NEUTRAL] DC
[CUSTOMER][NEUTRAL] Employee per page that uh we I have I have the a save change cancel change submit invoice or print invoice.
[AGENT][NEUTRAL] Yeah, submit invoice is what you should click.
[CUSTOMER][NEUTRAL] Submit invoice OK.
[CUSTOMER][NEUTRAL] So, select payment option. OK, one time electronic fund.
[CUSTOMER][NEUTRAL] EFT what's that?
[AGENT][NEUTRAL] Electronic funds transfer, so you have your, it looks like you already have your bank and routing number um saved in the system. So when you click that it will pay the invoice.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] You must say on time in solutions and we really crazy.
[CUSTOMER][NEUTRAL] OK, from the account with [PII].
[CUSTOMER][NEUTRAL] So just click next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The meat
[CUSTOMER][NEUTRAL] So both bills is not paid yet, right?
[AGENT][NEUTRAL] Correct, so when you click submit invoice that's um that's you paying it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So it'll take a couple of days and it'll draft from your bank that you have saved on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, OK, so I'm going to do that.
[CUSTOMER][NEUTRAL] So that should be OK.
[CUSTOMER][NEUTRAL] Then let me sees keep.
[CUSTOMER][POSITIVE] Keep running
[CUSTOMER][NEUTRAL] Keep submitting not to go through, not complete yet.
[CUSTOMER][NEUTRAL] OK, now it's done.
[AGENT][NEUTRAL] Yeah, OK, so now if you want you can do that for April or if you need to wait to pay April you can wait as well um until you're ready to pay that but that's just the process that you'll go through to submit your invoices.
[CUSTOMER][NEUTRAL] Which is the April the.
[AGENT][NEUTRAL] Uh, the other one, so the one that says 4-1-2025 for the bill date, uh, the invoice 6386189.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, this is the, I, I just paid that.
[CUSTOMER][NEUTRAL] So I, I get confused. So now the, the, the, the one which finished with the 606 is the old one, right?
[AGENT][NEUTRAL] Yeah, that one's for March.
[CUSTOMER][POSITIVE] OK, alright, no problem, I, I'll pay that one also as well.
[AGENT][NEUTRAL] OK, you, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's fine.
[AGENT][POSITIVE] All right. It was a pleasure. I, I, yeah, no problem. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.