AccountId: 011433970860
ContactId: e3143ffe-b0e6-47d5-869f-33d5289a7100
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 605109 ms
Total Talk Time (AGENT): 257954 ms
Total Talk Time (CUSTOMER): 286121 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/e3143ffe-b0e6-47d5-869f-33d5289a7100_20250514T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][NEUTRAL] I'm doing alright. How are you?
[CUSTOMER][POSITIVE] I'm good um I have a contact with a group that has some questions on billing. I was hoping that you could help with.
[AGENT][NEUTRAL] Yeah, what's the group number?
[CUSTOMER][NEUTRAL] Their group number is 26681.
[CUSTOMER][NEUTRAL] And it should be for CH International.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have them pulled up and who are you speaking with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So she pronounced her name [PII]. It's the first one that [PII]
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Um, so I did advise her that in looking in OnBase, um, it looks like their April payment was returned and so is their May payment. I did look in Lion under uh the screen I think it's GRMAI but it didn't show them like outstanding.
[CUSTOMER][NEUTRAL] So that's why she wants to speak with somebody just to make sure it looks like they still owe April and May from what I can see.
[AGENT][NEUTRAL] Um, I'm sure that they're paid, but let me see if um.
[AGENT][NEUTRAL] Return payment account closed [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But it confused me because the GRMAI screen and lion doesn't like show outstanding but then I saw that it was like a return payment so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, [PII] handles those, um, but if you want to go ahead and transfer um her to me and I'll see what's going on.
[CUSTOMER][NEUTRAL] OK, I appreciate it. Do you want her callback number? It's the number she's calling from.
[AGENT][NEUTRAL] OK, yeah, I'll get that.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][POSITIVE] OK, here she comes. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh for 3 years for me.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Hi, yes.
[AGENT][NEUTRAL] OK. I understand you had some questions about your billing. Is that correct?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, yeah, so I want to just want to verify if the approval invoice has been uh.
[CUSTOMER][NEUTRAL] Paid or not because um I just talked with another representative said uh the, the payment was returned.
[AGENT][NEUTRAL] Yeah, um, it's, uh, it was returned, um, and it said, uh, the message that we got said account closed. Um, did you guys have a new account?
[CUSTOMER][NEUTRAL] You mean the bank account?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, we, so if we do, then we can update the information.
[AGENT][NEUTRAL] OK, so you, you do have a new bank account?
[CUSTOMER][NEUTRAL] Uh, I need to verify with our finance department first and uh see if we have uh another one we could update. But, uh, so, and I was told our policy has been
[CUSTOMER][NEUTRAL] Lobster in your system and I because
[CUSTOMER][NEUTRAL] Could you help me to verify that as well?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, uh, let me see.
[AGENT][NEUTRAL] OK, yeah, I'm showing that your group is still active so your group hasn't been lapsed yet um it's just that it does it yeah, it was showing that April and May were both returned, um, so if you have a new bank account, if you log into your online service center account and just update that um.
[CUSTOMER][POSITIVE] OK, that's good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can we still pay online or we need to do ACH?
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Um, you can still pay online, um, but you'll just have to update your bank account information before you resubmit those payments.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, so we can resubmit on the website.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, yeah, no, then, uh, that's all the questions I, 01 more question so I was reviewing the May invoice and I noticed one of the employees that actually we have like already term terminate in April but it's still showing in the May invoice so I just want to see if you could update that so we can pay the April and the May invoices the same time.
[AGENT][NEUTRAL] Um, let's see. I see in the notes where you put Terminated, is it for, uh, [PII]?
[CUSTOMER][NEUTRAL] Uh, do you need the
[CUSTOMER][NEUTRAL] The group number?
[AGENT][NEUTRAL] Uh, the person that was terminated, is it, is it their last name [PII]?
[CUSTOMER][NEUTRAL] Or you
[CUSTOMER][NEUTRAL] Yes, yes, yes, it is, yes, so.
[AGENT][NEUTRAL] Yeah, I see that you put that and let me make sure that the policy.
[CUSTOMER][NEUTRAL] Yeah, but the total amount.
[CUSTOMER][NEUTRAL] Yeah, cause, uh, yeah, I, I saw it on the comments it says terminate on [PII], but the total amount for the main invoice, uh, she is still included, so that's why.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because um before you submit the payment like whenever you put did was it you or um someone who works at your company that put the comments.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I, I, I don't, I don't know, like.
[AGENT][NEUTRAL] OK, because before you submit the payment, you in the due column you put 0, you're supposed to put 0 and then submit it.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So that's why it, it still charged it. So yeah, so you could have just in the due column where it says 6134 you double click it and put a 0 and um then you submit the it it and then you submit the invoice because it'll subtract it from your total due.
[CUSTOMER][NEUTRAL] So you mean, uh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, OK. Could you send the instruction? Do you have like a detailed instruction how to do it so I can share with our group because I don't know who, uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Who's who did that. So, um, I, if you can share the information, what is the right way cause it happened many times.
[AGENT][NEUTRAL] Yeah, I'll send the instructions um to the email we have on file is [PII]. Is that OK? Yeah, I'll send the instructions to that email. Um, but since you, since these payments are returned, uh, the invoices will open back up. So you'll be able to edit that before you submit it again after you get your banking account updated.
[CUSTOMER][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, so you won't be able to update the invoice until we.
[CUSTOMER][NEUTRAL] Uh, update our bank information, you mean?
[AGENT][NEUTRAL] No, um, what I'm saying is the policy is already lapsed, the one you're talking about, but it was charged because whoever um submitted your invoice didn't remove the charge so once um you get your banking account informa.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] updated you can either give me a call back. I'm still gonna send you the guide on how to do it, but if you want, you can give us a call back and ask for Bree, and I will walk you through, um, updating that just so you know how to do it for the future.
[CUSTOMER][NEUTRAL] OK, um, OK, so what if we don't have like another bank account could use?
[CUSTOMER][NEUTRAL] Then shall we do ACH?
[AGENT][NEUTRAL] Um, the bank account is an ACH, like it'll, it's an EFT draft from your bank account. So if you don't have another bank account, then we can take a payment by credit or debit card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, I see.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Yeah, I think that's all the questions I have so far. Thank you. uh, so are you sending the instruction to my email address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I'm gonna send you those instructions right now and uh just if you have any questions uh after you figure out how you guys are gonna pay for April and May, um, you could just give me a call to get uh call this number back and ask for Bree and billing, and I will walk you through how to get that submitted if you want.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, and the uh, is this the same number, sorry, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is this number or you have another uh individual one?
[AGENT][NEUTRAL] Um, you'll have to call that number and then whenever you get to like the customer service like you did before, just ask them to send you to Bree in billing and they'll transfer you to me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I see. Thank you so much.
[AGENT][POSITIVE] No problem. I hope you have a great day. Is there anything else I can help you with right now?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I think that's it. Thanks.
[AGENT][POSITIVE] OK, alright, it was a pleasure speaking with you. I have you a great day.
[CUSTOMER][POSITIVE] Mhm thanks.