AccountId: 011433970860
ContactId: ee90940f-664e-48c3-bbf4-75a86de74c07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 865419 ms
Total Talk Time (AGENT): 213161 ms
Total Talk Time (CUSTOMER): 335200 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/ee90940f-664e-48c3-bbf4-75a86de74c07_20250613T18:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] How are you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm good, thank you.
[CUSTOMER][NEUTRAL] [PII], what is your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh my name is [PII] and I'm from [PII]. The reason I'm calling is because I have a group on the line who's trying to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Download the um like the receipt for payment for the group. I was trying to assist her, but um there's no way I mean she doesn't see where she can download this information. She says she used to it with the with the old system. She was able to to download the image uh on her PDF. Could you, could you assist us with this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, hold on one moment. Let me pull up the, let me, hold on one second.
[AGENT][POSITIVE] But yes, we can.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] I'm sorry, I, I asked for you last time because you sound so familiar. I'm so sorry that I mean to.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Oh, it's OK. No, you're fine. I thought you were a provider. I didn't know you were with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] Oh, OK, got you.
[AGENT][NEUTRAL] I'm just looking on the, because you know with the new online service center, everything is different, so.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Yeah, absolutely. But that's
[AGENT][NEUTRAL] I'm trying to see how they even get to the
[AGENT][NEUTRAL] OK, that's need to submit.
[CUSTOMER][NEUTRAL] Uh, yeah, I, I, I get the.
[CUSTOMER][NEUTRAL] I get the, the, the group uh guy here, and I was trying to read it, but.
[CUSTOMER][NEGATIVE] I think this information is missing from here because I don't see how this person can download it. She said that she clicked on it and all it shows is is uh you know the image of the invoice and also the information of the employees.
[CUSTOMER][NEUTRAL] But there's no way that she can download uh like a receipt, you know, of the payment she made cause she just made the payment right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I was wondering if do we send an email with the confirmation for the payment or?
[CUSTOMER][NEUTRAL] It's just I don't know like they have to assume that it's paid because there's no more invoices in the system.
[AGENT][POSITIVE] I mean, that's, that's a good question. I can ask group billing for you. um.
[AGENT][NEUTRAL] Hold on, that employee update your bill.
[CUSTOMER][POSITIVE] That would be great if you do you need the group number by any chance?
[AGENT][NEUTRAL] Just amount. Um, hold on one second, I'm looking through the, um,
[AGENT][NEUTRAL] User guy, but yeah, I don't see it select if you want a payment.
[AGENT][NEUTRAL] Confirm the invoice.
[AGENT][NEUTRAL] Paid invoices to view past invoices, but what about receipts?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I paid.
[CUSTOMER][NEUTRAL] Receives a confirmation number. I don't know, something like that.
[CUSTOMER][NEUTRAL] Because like I said, the, the person on the phone says that before she, she was able to download the payment, I mean the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess the confirmation stating that they, the bill was paid.
[CUSTOMER][NEGATIVE] She was, she used to do uh download it as a PDF, but now she doesn't see where she can do that.
[AGENT][NEUTRAL] OK, how does the group.
[AGENT][NEUTRAL] Download a receipt.
[AGENT][NEUTRAL] For confirmation of a payment just made. I'm not sure if I'm sending it to the help chat. Hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I mean, I can take the call if you want me to. I, I don't.
[CUSTOMER][NEUTRAL] The thing is that I, I, I told her I was gonna be transferring her.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Cause that part, you know, I don't really know how that works. But uh she doesn't speak English.
[AGENT][NEUTRAL] OK. You can send that over.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But she doesn't speak English. Do you speak Spanish?
[AGENT][NEUTRAL] No, let me see if [PII]'s available. Hold on one second.
[CUSTOMER][NEUTRAL] It sounds like he speaks.
[CUSTOMER][POSITIVE] All right, cool.
[CUSTOMER][POSITIVE] Yeah, if [PII] is available I can transfer her to [PII]. That'll be great.
[AGENT][NEUTRAL] OK, looking for you. Hold on one second.
[AGENT][NEUTRAL] She is on a soul is on a call. Um hmm.
[CUSTOMER][NEUTRAL] I mean, if you, if you get a response from the, from billing how they can get this information I can pass it on. That's not a problem. I don't.
[AGENT][NEUTRAL] Then you can tell, OK.
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] How many calls a day do you guys get for?
[CUSTOMER][NEUTRAL] But then you always see thing.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] A lot
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] A whole lot.
[AGENT][NEUTRAL] It's kind of starting to die down, but then once you think it's dying down, you get like a few back to back and then it dies down a little more.
[CUSTOMER][NEUTRAL] It's been two crazy weeks.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, right now it's like, I mean last week was uh everybody never, you know, didn't get uh access to the account because they were trying to use the the old system and then you had to explain them and they go and create the account and you thought it was gonna be that it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But now this week, this week is the groups, the groups are trying to do all the stuff and it, and they cannot do it, so they call it for it and I'm like, Jesus.
[CUSTOMER][NEUTRAL] Yeah, I must say I think I think this whole week I only have like 2 calls in regards of claims, you know, directly from claims or.
[AGENT][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] We're asking questions about benefits, but everything else, it's oh I see.
[AGENT][NEUTRAL] It's been coming through OSC.
[CUSTOMER][NEUTRAL] The whole overseas.
[CUSTOMER][POSITIVE] Yeah, everybody's coming for the thing, yeah.
[CUSTOMER][NEUTRAL] Did you get any response from uh from my name?
[AGENT][NEUTRAL] Mm hm.
[AGENT][NEUTRAL] I'm getting ready to
[CUSTOMER][NEUTRAL] How about [PII]? Is she available?
[AGENT][NEUTRAL] No, so still on the phone. You wanna um.
[AGENT][NEUTRAL] Oh, I can't take the call because she does, I'm, I keep getting ready to say you want me to take it.
[CUSTOMER][NEUTRAL] I mean, I think.
[CUSTOMER][NEUTRAL] I mean, I can't, like I said, I can't stay here because I told her, I told her that I, I can transfer it for her if, if.
[AGENT][NEUTRAL] But I don't speak Spanish.
[CUSTOMER][NEUTRAL] If she needs me.
[CUSTOMER][NEUTRAL] But it's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is, you know.
[CUSTOMER][NEGATIVE] I don't wanna, I don't wanna put it on the line if we don't have the the information right.
[AGENT][NEGATIVE] Right, and I can't assist her.
[AGENT][NEUTRAL] Yeah. OK. Someone's typing now. Hold on one second.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Hold on one moment for me, OK? Um, if you wanna check that with her, you can. I'm um talking to one of my leads now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] A.
[CUSTOMER][NEUTRAL] Hey, I'm here.
[AGENT][POSITIVE] Hey, thanks so much for holding. So group billing is saying that um they can view and print their payment coupon. There's a button that says print coupon.
[AGENT][NEUTRAL] Um, I guess we were supposed to know that that is a receipt.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so the print print coupon, it's, it's, it means that this the, the, the receipt, the, the, the confirmation number. Well, I didn't use the confirmation number or something more appropriate for that instead of coupon.
[CUSTOMER][NEUTRAL] I'm sorry, it's it's just, it's been a long week. I apologize. I shouldn't said that.
[AGENT][NEUTRAL] I mean, we're all on the same page. They need to change the wording if nobody gets it.
[AGENT][NEUTRAL] Except group billing, but they're in the department.
[CUSTOMER][NEUTRAL] Yeah, it's so, it's what you.
[CUSTOMER][NEUTRAL] Yeah, what they use that kind of words, you know, why, why you put coupon? I mean, you're paying an invoice. It's what is the coupon work for, you know, it's.
[AGENT][NEUTRAL] But even still, it says, oh, I, I don't know. I was thinking the past invoices are there.
[CUSTOMER][NEUTRAL] Ah, Jesus.
[AGENT][NEUTRAL] Maybe we were supposed to know the payment voucher is your receipt.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, exactly, or say something like that or, or automatically says, hey, we send in a copy of your of your paid invoice with the confirmation directly to the email I don't know, whatever it is, it's just we just yeah.
[AGENT][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] I'm sorry, um, so what they did, what they need to do is just print it out where it says coupon. It's where they're gonna see the receipt of the paid invoice, is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that what they say?
[AGENT][NEUTRAL] Yes, that's what she's saying.
[AGENT][NEUTRAL] I'm gonna, um, I'm gonna send that over to one of our, to one of my supervisors because if everybody's confused, you know what? Never mind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It is so confusing. The, the warning in this in the in the side is so confused and so repetitive. A lot of people is, is, is, uh, I don't know. Anyway, um, [PII], thank you very much. Let me, let me go back to the issue and let her know this information and maybe she could be able to obtain this.
[CUSTOMER][NEUTRAL] This thing
[AGENT][POSITIVE] All right, [PII], well, thanks for, uh, I'm glad I got to talk to you. I hope you have a good weekend. I, I was about to say thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Likewise. Take care, right?
[CUSTOMER][NEUTRAL] I know, yeah.
[AGENT][POSITIVE] Have a good weekend.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You too, take care.
[CUSTOMER][NEUTRAL] Bye.