AccountId: 011433970860
ContactId: e93a4174-8f6a-4349-8526-eedc6a56d578
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 722500 ms
Total Talk Time (AGENT): 427610 ms
Total Talk Time (CUSTOMER): 206913 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/e93a4174-8f6a-4349-8526-eedc6a56d578_20250226T17:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII].
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Um, how are you?
[AGENT][POSITIVE] I'm doing lovely. How about yourself?
[CUSTOMER][POSITIVE] It is so good, um, I am on a courtesy call with the group admin for a new group and um she's got questions about how to pay their bill, how to set up stuff and I am, I'm sorry, I just, I am lost on that part of it, um.
[AGENT][NEGATIVE] Well, shame on you.
[CUSTOMER][NEUTRAL] I know, right?
[CUSTOMER][NEUTRAL] But she was asking like where to put in her information I'm like oh no I don't know um OK and I'm gonna stay on the line um because you know just to finish up with her, um, but those questions I and it'll help me to hear it too, um, but so it's not a typical call, you know, it's just a courtesy call so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can help her with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] That's fine. And what is that group number?
[CUSTOMER][NEUTRAL] Um, 2, let me see, let me see. 26937.
[AGENT][NEUTRAL] 26937 and who do you have on the phone?
[CUSTOMER][NEUTRAL] Her name is I think [PII].
[CUSTOMER][NEUTRAL] I'm not sure how to pronounce the first name but [PII].
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] What we have.
[AGENT][NEUTRAL] [PII] and a good call back number?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Well, you can send her on and I can help her with that. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Just, yeah, send on. We can, we can get through this. It's really simple. You're so welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] And I say I'm gonna stay on the call and I'll finish up with her, you know, once she gets this part. Thank you, OK.
[AGENT][NEUTRAL] That's fine, that's fine.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. Um, [PII] said you have some questions about the set up on how to go online.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, for your group.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] And a good call back number for you just in case is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. And did she get you set uh to where your
[AGENT][NEUTRAL] On the online service center now?
[CUSTOMER][NEUTRAL] Yes, yes, I'm actually and we we actually review the invoice we noticed there's like a a little discrepancy she's gonna work on it, but what I wanted to ask is, since now I cannot go further to actually submit the invoice when she um updates the invoice and everything goes back to where it was supposed to be for me to make the payment, can when I submit the invoice, is that gonna take me to the page where I can put the payment information and then submit the payment?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, and if you have any discrepancies ever on your invoice, what you will do is is you click on the invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like she has told you, you click on the invoice number and it brings everybody up down at the bottom.
[AGENT][NEUTRAL] So you're able to make those corrections and like and and you said that there was some discrepancies and that we'll take that take care of that um on this invoice um and once she'll she'll let me know what those are and I can make those adjustments on your invoice and once you submit your invoice it will ask you if you if um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're gonna pay by check or EFT which is your EFT will be online and then it will if you check that then what it'll do is.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Prompt you to enter your information and you'll only have to enter your bank information in once but you will have to go online every month and reconcile your invoice and submit if everything's OK just submit it and it'll still prompt you if you're gonna um do the check or an EFT and of course you'll do your EFT and it'll um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Automatically tell you, you know, have your information in there so if everything's OK, you say yes and then it will give you a confirmation as far as after that is done as well.
[CUSTOMER][NEUTRAL] OK, now let me ask you. I got it. Now let me ask you, when the invoice becomes available, will I get an email with a notification that my invoice is ready? OK, because right now I see it there, but we've never gotten anything. I have not gotten anything.
[AGENT][NEUTRAL] After you make your payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You certainly will.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Uh, let's see, OK, wait a minute. It looks like, um, when your group was affected for February, is that correct?
[CUSTOMER][POSITIVE] Yes, we are at 21 effective right now.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK, so, um, right the invoice that's in here right now looks like it's got February and March on here so what we will do instead of this invoice we will get rid of this invoice here and we will probably.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Invoice see if we can invoice for a separate do it separate.
[AGENT][NEUTRAL] So we'll have the February and the March separated so when you go back on there it it will show you have two invoices instead of the one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, I, to me it really, that is not a big deal, to tell you the truth, [PII]ause no, no, no, to me it's not a big deal because we, I know it was gonna happen like this because we submitted uh for the new group like a little late, so the welcome letter we received it like way after the first, so, you know, it's, it's OK. Um.
[AGENT][NEUTRAL] That's not, OK. That's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK, so we'll leave this alone then until she makes the corrections.
[CUSTOMER][NEUTRAL] Yeah, what I
[CUSTOMER][NEUTRAL] Correct. What I noticed that I told her about was that there's an employee that she's only showing one. She's not showing charge for February, which she should be.
[AGENT][NEUTRAL] Oh, well, I can help you with that as well. Um, let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So,
[AGENT][POSITIVE] I can help you with that and I can make that, and that is [PII] uh.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. That's not an issue. I can do that as we speak.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And 2, I want you to know that any time that there is a correction on here the amount billed is always gonna show the same. The only thing that's gonna change is on that blue bar you'll see once I get that updated um for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Other person.
[AGENT][NEUTRAL] Uh, once I add that it will change on the blue bar and that will give you your total that is due and whenever you pull up to do the payment when you submit your invoice, that's gonna be the total that it's gonna pick up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] So, is there any other?
[AGENT][NEUTRAL] Issues that needs to be addressed as far as, OK, well.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, no. So far so good.
[AGENT][NEUTRAL] OK. So let's see, we're gonna get.
[AGENT][NEUTRAL] [PII] on here, let me add her.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So that is gonna be the only discrepancy and we bill for the March but not the February.
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] And I do apologize. Most of the discrepancies, we sometimes we.
[CUSTOMER][NEUTRAL] No, don't worry. That's normal.
[AGENT][NEUTRAL] Get to
[AGENT][NEUTRAL] With those, you know, just the manual process there.
[AGENT][POSITIVE] But that's easy to take care of.
[AGENT][NEUTRAL] So,
[AGENT][NEGATIVE] Truey oops, it's not right.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's say 120.
[AGENT][NEUTRAL] And if you do make discrepancies you do have to put um.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] A comment beside it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, and once I get this done, which I'm almost through.
[AGENT][POSITIVE] All right, we're gonna and save your changes. Always save your changes so it will capture it cause if you don't, all that will not work.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So now if you'll refresh your um invoice I mean refresh it, you should be able to see that um [PII] has been added for February.
[CUSTOMER][NEUTRAL] Refresh.
[CUSTOMER][NEUTRAL] Oh, he locked me out. Oh no. OK, hold on.
[AGENT][NEUTRAL] That's fine, that's fine.
[AGENT][POSITIVE] This is and and it's really user friendly once you get on here, you, you'll like it.
[CUSTOMER][NEUTRAL] No, it's loading, it's loading.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, there she is. OK.
[AGENT][NEUTRAL] And if you'll look on that at the uh right hand side, you see the total, how the total changed?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, yes, it did.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if that is it on that, is there any more discrepancies or that was the only one?
[CUSTOMER][NEUTRAL] No, that is it. That was it.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I think we are ready.
[AGENT][NEUTRAL] All right, Ms. [PII]. Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. You have been great. Thank you so much for taking the time.
[AGENT][POSITIVE] Oh, you are so welcome. That's what we're here for and thank you again for calling APL or I think [PII] called you and I.
[AGENT][POSITIVE] And she's still on the line. I don't, I think she has, I think she has more to finish up with you. Um, I'm gonna let her handle that. And again, it was a pleasure talking to you and you have a wonderful day.
[CUSTOMER][POSITIVE] Yes, you did. Yes, you did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too. Thank you. Thank you, [PII].
[AGENT][POSITIVE] Thank you so much. You're so welcome. You have a good day.
[CUSTOMER][POSITIVE] You too you too.
[AGENT][NEUTRAL] Uh-huh. hm, bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.