AccountId: 011433970860
ContactId: ec6ce9d7-bcf8-4215-9b16-a6c4201f33a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322420 ms
Total Talk Time (AGENT): 228810 ms
Total Talk Time (CUSTOMER): 65628 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ec6ce9d7-bcf8-4215-9b16-a6c4201f33a0_20250318T20:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], this is [PII] with Ohio Heartland Community Action Commission. You called and left my accounts payable clerk Crystal Cox, a message.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And she gave it to me because she didn't know what it was.
[AGENT][NEUTRAL] OK, no problem, um, we're in the thank you for calling me back. We're in the process of getting you guys set up and we were reviewing the master application that we received and we noticed that um you guys had 10 monthly billing on there so I was trying to figure out if in fact you guys were wanting to do 10 monthly billing and if so what 2 months are you guys skipping in the year?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, we do want to do the 10 month billing, but we wanna make sure our staff are covered for 12.
[AGENT][NEUTRAL] OK, and they will be covered for 12. It'll just be billed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The 10 months. And I guess the way it's gonna be done is those extra 2 months are computed into the 10 month bill.
[CUSTOMER][NEUTRAL] OK, yep
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yes, um, OK, and we typically skip June and July.
[AGENT][NEUTRAL] OK, my supervisor thought that's what you were gonna do, but she wanted me to double check and make sure and um I also show that you guys want a bill in the arrears, is that correct? You wanna bill a month behind?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and I just had one more question for you um the way the group came in is that we have a set of employees that you're gonna be voluntary from my understanding and then a set of employees that are employer paid. Are you guys wanting them to be on separate bills?
[AGENT][NEUTRAL] Like one group's voluntary and one group will be employer paid and if we do that it will be two separate group numbers.
[CUSTOMER][NEUTRAL] Well if it's one bill, would there be a way to differentiate them?
[AGENT][NEUTRAL] Not by employer paid and voluntary.
[AGENT][NEUTRAL] So that's why we were, we, we were thinking you guys wanted it separate but we wanted to make sure you understood that if, if we differentiate it, it would have to be two separate groups in order to show that.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So that would be 2 separate bills.
[AGENT][NEUTRAL] But they would be tied together. It would all be tied together under one group.
[CUSTOMER][NEUTRAL] So we'd have 2 subgroups.
[AGENT][NEUTRAL] Now we can set it up to where it could be one group and we can set up divisions and what the divisions would do, we could have a division one set up for voluntary and then division 2 for employer paid and then that would be one bill it's just everyone every so however you guys did it every other person or every so there'll be a list of employees that are under one division and then the uh a list of employees under the second division.
[CUSTOMER][NEUTRAL] OK, that would be fine.
[AGENT][NEUTRAL] But it's one bill.
[CUSTOMER][NEUTRAL] Yep, that would be fine.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK, so you'd rather do divisions in two separate bills.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah. OK, so you want one bill.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, well that was all I needed to know. I just needed to get a clarification so we didn't set up the one group and then you guys decided that we needed to change it up. We wanted to make sure we had everything straightened out from the [PII]. Now I'm also gonna be shortly sending a courtesy call email and this will be after I get everything set up today just to go over a couple of the mainly what we went over but also to verify a couple things as far as the group address and help you guys get.
[AGENT][NEUTRAL] On excuse me, get access to our online service center which will give you access to your billing and the group's information as far as who's enrolled any changes and so forth. So, um, do I need to send that to Ms. [PII] or send it to you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Then send it to um because we have a a billing email.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that's what we have, OK.
[CUSTOMER][NEUTRAL] And we'll, we'll both get that, so that's fine.
[AGENT][POSITIVE] OK, I'll send it to that email and like I said it'll probably be later this afternoon and basically the email is gonna be a welcome call like I stated and we'll get you guys set up on the online service center um it'll allow you to schedule the most convenient time for you as far as me contacting you guys um so once you get that if you just let us know what works best for you and you've answered all my questions today. Thank you so much for returning my call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, I'm glad I could help.
[AGENT][POSITIVE] Well thank you again and I hope you have a good day and thank you guys for choosing APL as well.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You have a good day also bye bye.
[AGENT][POSITIVE] Thank you.