AccountId: 011433970860
ContactId: b89eb345-e6d9-4614-b607-d65ae8e5f504
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 780000 ms
Total Talk Time (AGENT): 332594 ms
Total Talk Time (CUSTOMER): 212827 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/b89eb345-e6d9-4614-b607-d65ae8e5f504_20250523T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a um group on the line that would like to make a payment on their invoice.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 27051
[AGENT][NEUTRAL] too
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You just get that pulled up.
[CUSTOMER][NEUTRAL] OK, I've got the invoice number, her name, and then a call back.
[AGENT][NEUTRAL] Yeah, who are we speaking with?
[CUSTOMER][NEUTRAL] Uh [PII], I think she said [PII], she's the accounts payable.
[AGENT][NEUTRAL] OK. And was she able to verify everything and everything like that?
[CUSTOMER][NEUTRAL] Um, I, I didn't get that information. I just put the invoice number, group number, her name and call back.
[AGENT][NEUTRAL] OK, so she still needs to be verified?
[CUSTOMER][NEUTRAL] Yes, she's just making a payment.
[AGENT][NEUTRAL] OK, um, and the callback number, is it the one that's on the screen that uh [PII]?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And you need the invoice number?
[AGENT][NEUTRAL] Uh, is it her main invoice 6386894?
[CUSTOMER][NEUTRAL] Uh, now I've got 638-885-5.
[AGENT][NEUTRAL] 6, what was the invoice number?
[CUSTOMER][NEUTRAL] 638-885-5
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] 638885-5.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, here it is. I don't know why, uh, OSC was showing me some other groups invoices even after I put their group number in. Alright, I have it now.
[CUSTOMER][NEUTRAL] OK, alright, uh, and you said [PII], right?
[AGENT][NEUTRAL] You can go ahead.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'll introduce you and then release the call. Hold on one moment.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] So I've got [PII] on the line. She's gonna take that payment for you, OK? All right, thank you so much. Hey.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, uh, this is, uh, [PII] in the billing department. Um, how are you doing today?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm doing well.
[AGENT][NEUTRAL] And um I'm sorry, could you, uh, can I get your name, please?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII], last name is [PII]
[AGENT][NEUTRAL] OK, thank you, and I understand that um you are calling to make a payment on your April invoice 638-885-5 and I'm showing the amount as 801414.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And could you please verify the group address we should have on file, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you. And do you know who we should have as the group contact?
[CUSTOMER][NEUTRAL] No, that's the problem. I haven't been able to sign on to the.
[CUSTOMER][POSITIVE] To the website, that's why, uh, like I've been trying, I promise you, and I even had.
[CUSTOMER][NEUTRAL] My benefits coordinator, she's reaching out to you guys to figure out who they put as the contact because I haven't been able to set up my online access.
[AGENT][NEUTRAL] OK. Um, I can still go ahead and take that payment and if you'd like, I can look into it and see what's going on, uh.
[CUSTOMER][NEUTRAL] But we're late, yeah.
[AGENT][NEUTRAL] Because did you guys have like a change um like a did you guys have like a new um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] A new like a contact a group contact change or anything like that or like a.
[CUSTOMER][NEUTRAL] Well, this is, we just started with this new plan.
[CUSTOMER][NEUTRAL] But this facility has had this plan in the past. It wasn't offered to like the new ownership and then it was offered just this time around. It was an offer back in June of last year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] So we don't really know what's going on. I'm able to set up and it's been dramatic.
[AGENT][NEUTRAL] Yeah, uh, do you know the email address that we have on file or that we should we have on file?
[CUSTOMER][NEUTRAL] No, that, that, that whole thing is like a secret right now. Like I gave my email, I gave the administrator's email, I gave the assistant administrator's email and it's all like, nope.
[CUSTOMER][NEGATIVE] I had this whole conversation with people over the last like 3 days and nobody's been able to help us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I'm not, I'm not showing that you guys have an online account set up yet um but the group contact we have is.
[CUSTOMER][POSITIVE] Because I'm able to do it.
[AGENT][NEUTRAL] Yeah, the group contact that we have is different than your name. Um, do you know who we would like a name we might have?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, so the reason why I haven't been able to set up our online access is because we have no idea who the contact is. I went to my benefits coordinator and she reached out and we haven't heard from your team as to who's in the account when they set it up so that's why I'm calling you with a credit card because I haven't been able to set up my online access.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the bill is like past due, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I was just asking if maybe you knew who it was, um, so I could verify it and then maybe get we could give you more information but if you don't know that's OK. I'm looking to see what that request is because.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] We it shouldn't be, it shouldn't take this long um for them to get back to you so let me see.
[AGENT][NEUTRAL] Road of nursing.
[AGENT][NEUTRAL] I don't see a request. Um, it's possible that your benefits administrator hasn't reached out yet because I don't see a request in here for your group at all. Um, have you emailed the care team directly like our care team?
[CUSTOMER][NEUTRAL] I emailed them yesterday. Let me see.
[CUSTOMER][NEUTRAL] Um, for the cancellation, and I spoke to someone on the phone yesterday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they said that they would be reaching back out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want me to email care team again?
[AGENT][NEUTRAL] Um, well, I do see where they process the cancellation or the termination that you, um, requested. Um, let me see if they put any notes about the account issue because
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You should be able to make payments online.
[AGENT][NEUTRAL] OK, so, um, I do see where you talked to somebody yesterday and um so that you would send an email to change the group um contact information. Um, did you send, did you include that in your email or was it just about the termination?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It was just about determination because they said that they would be able to like handle it, but I am sending an email again now and I'll copy uh a benefits coordinator. She says that she, I reached out to IPL and I'm waiting for a response. That's what she wrote. This is from Pearl Benefits group, like the, the company that manages all of our benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, send an email separate email just saying that uh you need to change the group contact name because you're not sure um why it was set up under someone else if you're supposed to be the group contact um or just ask them to even add you as a group contact um and then we can get that taken care of and then we'll be able to give you like the um information you need to create uh your own.
[AGENT][NEUTRAL] Um, account and stuff in the online service center and if you want, um, in that email you can request a call back from me specifically if you want. My name's [PII], um, and I'll be happy to walk you through, uh, getting your account set up in the online service center, um, because I do that a lot.
[CUSTOMER][NEUTRAL] OK. So, uh, so if I get you, [PII], what do I have to say?
[AGENT][NEUTRAL] Um, if you, uh, is it for, so in the email just put that you want your name and your email address, uh, to be added as a group contact, um, and then, um, you can put, uh.
[AGENT][NEUTRAL] You would like a call back from [PII] [PII] is my name um to with assistance in setting up your online service center account once you've been added as a group contact.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] All right. But I will still um go ahead and take the online payment from you if you want. Um, I'll still go ahead and take the credit card payment.
[CUSTOMER][NEUTRAL] OK, so it's a Mastercard?
[AGENT][NEUTRAL] OK, give me one second. Let me, I get that entered in, uh, because you have a new invoice total which is [PII] since we process that termination.
[CUSTOMER][NEUTRAL] You know what
[AGENT][NEUTRAL] And this is [PII].
[AGENT][NEUTRAL] Alright and [PII].
[AGENT][POSITIVE] Alright, I'm ready for that card number now.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the expiration?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And um what email address would you like this receipt sent to?
[CUSTOMER][NEUTRAL] OK, so AP.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, I just sent that through, um, so you should see that, uh, receipt any second now. Um, [PII], is there anything else that I can help you with right now, um, or did you want to just go ahead and send that email and then, um, we'll, I'll, I can help you get, get your online service center account set up once you get added as a contact.
[CUSTOMER][POSITIVE] OK perfect thank you, [PII] I sent an email requesting you so thank you so much for your time this morning. That would be all.
[AGENT][POSITIVE] No problem. uh thank you and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.