AccountId: 011433970860
ContactId: c5aa4a78-512b-4386-8d96-66c82c1ab1c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 889270 ms
Total Talk Time (AGENT): 280560 ms
Total Talk Time (CUSTOMER): 286787 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c5aa4a78-512b-4386-8d96-66c82c1ab1c8_20250623T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Benefits Broker. How are you today?
[AGENT][POSITIVE] Good. How about yourself?
[CUSTOMER][NEUTRAL] I'm good too thank you um I'm trying to help a group of ours um get their invoices um I last week registered on your new site so I do have access to get in um I don't think the group has done their registration yet on on your new platform but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When I go in under invoicing I see where it shows the months that are available. Is there a way to download an invoice?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, there should be. Is it not on like the right hand side or anything like that?
[CUSTOMER][NEUTRAL] That I'm missing OK.
[CUSTOMER][NEUTRAL] Um, let me get back in there real quick, let's see.
[CUSTOMER][NEGATIVE] Sorry, it's going kind of slow.
[AGENT][POSITIVE] No, you're good. I'm logging in as well so that way I can help you as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then my other question is um is there an option to to pay by phone or?
[AGENT][NEUTRAL] Um, I can always pass you along to the billing department and they can help with that as well. I, I'm just not sure on the different billing things.
[CUSTOMER][NEUTRAL] Because I they're yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, I'm not seeing an option for downloading, but I remember on the old one that we could, the old site.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're able just to like see the the group in general like the employees what plan they have things like that.
[CUSTOMER][NEUTRAL] Mhm yes I can see that.
[AGENT][POSITIVE] OK, OK, perfect, let me.
[AGENT][NEUTRAL] OK, so do you see where it says group detail invoicing and employees?
[CUSTOMER][NEUTRAL] Uh, let me go back.
[CUSTOMER][NEUTRAL] So I'm gonna click on my group, yes, I see group details as an option and then invoicing and then employees.
[AGENT][NEUTRAL] OK, if you select invoicing.
[CUSTOMER][NEUTRAL] Yes, I'm on that page and I.
[AGENT][NEUTRAL] OK, and then it will show you your open invoices and then you select the invoice number and that should download the invoice for you.
[CUSTOMER][NEUTRAL] OK, and that's not what it's doing. I'm seeing the employees billing details. I can see all the employees, but I don't see where it gives an option to download an invoice.
[AGENT][NEUTRAL] So whenever you you don't see like you're selecting the invoice tab, correct?
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] And then it doesn't say open invoices?
[CUSTOMER][NEUTRAL] Yes, it says open invoices um hold on.
[CUSTOMER][NEUTRAL] Just going back again.
[CUSTOMER][NEUTRAL] So yeah I clicked on the invoicing tab and then it gives me the 3 months that there is an open invoice.
[CUSTOMER][NEGATIVE] So I'm clicking on the invoice for May, the little link, and it pops me to the next page where it shows all the employees that are enrolled but it doesn't.
[AGENT][NEUTRAL] It and it doesn't say the.
[CUSTOMER][NEUTRAL] Like come in an invoice format or anything.
[AGENT][NEUTRAL] Oh, you're wanting it as like a PDF kind of thing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I am not sure at this time if the website has that availability. Um, I think that I can send you the invoice for the group. I'm so sorry for the time being, um.
[AGENT][NEUTRAL] I think that right now the invoice though is is not gonna be able to be download off the website I think it's just gonna be how it it you're seeing it with the invoice amount billed amount, amount due bill date scheduled date, and then have the all the employees that are on the bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I see May, June, and July available. Are you able to send me it for all those months?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we can do that, but um like I said, just moving forward, we won't be able to um.
[AGENT][NEUTRAL] Download them off the website, so.
[CUSTOMER][NEUTRAL] So are you just gonna send me a print screen pretty much of what I'm seeing then because if no.
[AGENT][NEUTRAL] No, I'm gonna send you an invoice but um what is the group number that you're referring to?
[AGENT][NEUTRAL] Let me just make sure I have access to it.
[CUSTOMER][NEUTRAL] OK, um, the
[CUSTOMER][NEUTRAL] OK, uh, the group number is 11751.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's for the [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], and what is your email address?
[CUSTOMER][NEUTRAL] Uh, my email is [PII].
[CUSTOMER][NEUTRAL] ORA.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I just want to make sure I have this correct. It's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK perfect I'll send these over to you.
[CUSTOMER][NEUTRAL] OK and then I have another question if you don't mind um are you able on your access to see if um the group admin has registered on the new the new platform yet?
[AGENT][NEUTRAL] OK. Sure.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] If I give you her name.
[AGENT][NEUTRAL] I can look it up by the group number and see.
[AGENT][NEUTRAL] If they do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] Let me put you on hold for a brief moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It looks like she does not have it registered yet.
[CUSTOMER][NEUTRAL] OK, and that's what I was thinking so I was that's why I was kind of wanting to get her the invoices and then I was gonna send her the link to get registered since that new.
[CUSTOMER][NEUTRAL] Oh, multi-factor authentication is set up so she's gonna have to do all that we can't do any of that for her um so OK well that's good to know then um so yeah if you don't mind emailing me those invoices um and then is there a phone number then for the billing side so I could ask them about um how payment can be made?
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah I can send you over a um there's like a one sheeter of like how billing um I can send that with you but you can ask them the question of uh if they can pay over the phone and and how to go about that OK?
[CUSTOMER][POSITIVE] OK sounds good.
[AGENT][NEUTRAL] Alrighty, just hold for one more moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is Millette Group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you doing?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII]. How are you?
[AGENT][POSITIVE] I'm doing great. Um, I have a broker on the line and she is wondering if her group can pay um over the phone, and I told her I was gonna pay, I sent her the, um, one shooter that we have that, um, just has all the different types of payments that they can do, um, just while if they're having an issue with the um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OSC, but I wasn't sure about the over the phone, so I was curious if you would be able to speak with her.
[CUSTOMER][NEUTRAL] They will be able to pay um on on the line I mean be able to pay online or they can pay by phone only by credit card.
[AGENT][NEUTRAL] OK, so it's just credit card and that's, that's it.
[CUSTOMER][NEUTRAL] Just credit card, that's it.
[AGENT][NEUTRAL] OK, um, OK, then, uh, do, do you wanna speak with her or do you want me just to handle it I guess.
[CUSTOMER][NEUTRAL] Uh, well, I mean, that's up to you.
[AGENT][NEUTRAL] OK, I'll pass her along just in case she.
[CUSTOMER][NEUTRAL] I mean, that, that's the only thing that I
[AGENT][NEUTRAL] Yeah, and I'll pass her along and then that way if she has any other more billing questions, um, because I, I was on, I've been on the phone with her for about like 10 minutes just answering other questions and so she was just curious about the billing so.
[CUSTOMER][NEUTRAL] OK, um, who is this on the phone?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And what group is she asking about?
[AGENT][NEUTRAL] It is group 11751. Um, she works with benefits broker.
[AGENT][NEUTRAL] And the group is the greater Pueblo chamber.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And um,
[CUSTOMER][NEUTRAL] What's a big callback number just in case.
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] 5451981.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And have you verified everything?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know what you mean by, have I verified everything.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll, I, I'll handle it.
[AGENT][POSITIVE] OK perfect I'll introduce you and then I'll jump off the call OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][POSITIVE] I am yes.
[AGENT][NEUTRAL] OK, perfect. I have Melet on the phone with you. Um, I'm gonna send you over once again just that one cheater of how to pay um the different payments, but she can talk to you about paying over the phone, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK.