AccountId: 011433970860
ContactId: fc70202b-54d5-4591-b05d-6b7ae42700e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 633219 ms
Total Talk Time (AGENT): 377214 ms
Total Talk Time (CUSTOMER): 301388 ms
Interruptions: 15
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/fc70202b-54d5-4591-b05d-6b7ae42700e4_20250303T17:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was calling because we um I was wondering if we could set up auto pay or recurring payment for our invoice and I didn't see that option online.
[AGENT][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I do apologize, but it's not, at this, at this moment, it is not.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Hold on just a moment. Let's see if I can help you with that. Let's see what we've got here.
[CUSTOMER][NEUTRAL] OK, I can give you the group number if you need.
[AGENT][NEUTRAL] OK, if you can do that. Hold on just a moment. Let me get over there and I do apologize.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and what is that group number?
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[AGENT][NEUTRAL] OK. Yes. OK. No, it's Monday.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I know. Sorry. 2.
[CUSTOMER][NEUTRAL] It's 26895.
[AGENT][NEUTRAL] OK, 26. OK, so 26895.
[CUSTOMER][NEUTRAL] For the Compass school.
[AGENT][NEUTRAL] OK. And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], thank you so much and can you verify the email address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] Yes, it should be [PII]. Is that right?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I got a different one.
[CUSTOMER][NEUTRAL] You have a different one?
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Let me, let me just see here then um.
[CUSTOMER][NEUTRAL] I wonder who else.
[AGENT][NEUTRAL] Which is no problem, um, but if you can help me to, can you, can you give me a good callback number just in case we get dis disconnected please? All right.
[CUSTOMER][NEUTRAL] Let me just see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, the email I can give you again.
[AGENT][NEUTRAL] And you said that is [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] All right, not a problem. OK.
[CUSTOMER][NEUTRAL] Let me see here, oh, I think I put OK, yes, actually I'm looking at the account and I put the schools instead of my my number directly um I can give you the email and the number that's on the account now sorry.
[AGENT][POSITIVE] OK. That's fine, not a problem.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yes, so that's my number, my direct line, but the number and the email on the account would be accounts, so ACCOUNTS at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much and the phone number that we have on file for this group?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, great. I just wanna make sure that we got and all of that information is OK, correct. All right, all right.
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][NEUTRAL] Yes, yes, that's all good information. Yes, sorry, that is just the general and I was giving you my direct but um I forgot we said, you know, we set it up under our um group, group account just so that we yes so that if I'm not here, yes.
[AGENT][POSITIVE] Awesome. That is, that's, that's fine.
[AGENT][NEUTRAL] And that's OK.
[AGENT][NEUTRAL] Which is good, you know, right, so if you absolutely oh and speaking of if you are not there you can go to where it says manage users and you can add another user say if if [PII] wanted to be I mean you wanted to add [PII], you would go in there and put [PII] and his information and then he would be able to.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh OK awesome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To put it up there, you know.
[CUSTOMER][POSITIVE] OK awesome. OK, yeah, I just add another just secondary so we have it, but OK, I'll do that.
[AGENT][NEUTRAL] So anybody else but this right right because this this original one will not allow anybody I mean uh that you're the only one that can do that under this account so if so if [PII] was added and he went up there, he would not see that manage users.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see, I see.
[AGENT][NEUTRAL] So he couldn't, so he couldn't go in there and add anybody else.
[CUSTOMER][POSITIVE] OK, that's good to know. Thank you. OK.
[AGENT][NEUTRAL] So you've got the, I mean, you've got the excess, so.
[CUSTOMER][POSITIVE] Awesome, OK, great.
[AGENT][NEUTRAL] As far as the manage, you get to manage that, I mean you, you manage that account.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] But now whenever it's like I said if you do add somebody else now they will be able to go in there and see the bills they will be able to go in there and adjust the invoices if needed be, and they will be able to pay the invoices if that you know online if that's something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So, um, like you said, if you're not here then.
[AGENT][NEUTRAL] Somebody else has.
[AGENT][NEUTRAL] And it wouldn't be under that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Unless you gave them permission to do so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, yeah, no, OK, no, that makes sense. OK, thank you. No, that's helpful, good to know.
[AGENT][NEUTRAL] So, are you in?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So, but as, like you said, so you wanted to know if we had it like that to where you would have to go in there and
[CUSTOMER][POSITIVE] Yes, where we could set up.
[AGENT][NEUTRAL] And do it.
[AGENT][POSITIVE] And that way you can reconcile your invoice and everything else for you.
[AGENT][NEUTRAL] You pay it.
[CUSTOMER][NEUTRAL] Oh, OK, so we, OK, so you wanna, so there's not uh like kind of an auto pay option.
[AGENT][NEUTRAL] Not, not at this moment. No, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, so we just have to go in and pay. OK, that's fine. Yes, I know since I mean and yes agreed we could have changes but since our open enrollment, you know, is in January I wouldn't expect it to change. I just didn't want this to get um.
[AGENT][POSITIVE] Right. Absolutely.
[AGENT][NEUTRAL] Well, you never know if, if say one of your people's decided to, to leave. You can take them off, right, you could take them off of the invoice before you pay, pay it. and then anytime if you do do that, just make sure you save your changes, say, um, I'm gonna use [PII], say she left, you're gonna go over to the do column and just put 0.
[CUSTOMER][NEUTRAL] Uh, yes, to leave or
[CUSTOMER][POSITIVE] Agreed.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you'll have to put a comment beside it, just saying it termed or effective da da da da da um or left or what have you, but once you do that, then you save your changes. So it will capture that cause if you don't save it, it's not gonna capture it. And then just to make sure too so when you come on um when you do that and you will see the total.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, on the blue bar.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's gonna change and that's gonna be on your right hand side that where it says invoice number and total due that'll change but the one up top will never change because that's the original amount we billed so just so you know you won't freak out and say I made that change, but it didn't show up top because we do have a lot of them that say that it didn't change up top, no ma'am it's gonna change on the side.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK good to know. No thank you. OK, well perfect and that was all I needed I just wanted to see to make sure that oh actually I guess I should see for invoices um you know I don't know if I was getting.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I can, I wonder if I got an email.
[AGENT][NEUTRAL] Now you will get the, yes, an email will be sent, um, but it's gonna be sent to accounts at Compass.
[CUSTOMER][NEUTRAL] Do I
[CUSTOMER][NEUTRAL] OK. Oh, I do.
[CUSTOMER][POSITIVE] OK, perfect, because I think we got.
[AGENT][NEUTRAL] Mhm. It's gonna be sent.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] A physical copy as well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when when any time one is generated you will get the email stating that.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It's out there, it's online.
[AGENT][NEUTRAL] Um, and of course you'll get that notification before you get the paper copy.
[CUSTOMER][NEUTRAL] OK, OK. Yes.
[AGENT][POSITIVE] Which is good because a lot of people like to pay online and take care of it and look at it.
[CUSTOMER][NEUTRAL] Yes, yes, that's why I was just trying to make sure I saw where we got the notification.
[CUSTOMER][NEUTRAL] American tablet.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I see that. OK, OK, PL service.
[CUSTOMER][NEUTRAL] OK, that sounds good. I just wanted to make sure if we, if there was an option to select like electronic delivery only, that's not out there, is there?
[AGENT][NEUTRAL] No, ma'am, it's not.
[CUSTOMER][NEUTRAL] OK, that's fine then. I'm just, OK.
[AGENT][NEUTRAL] It's not, but if that's what you want.
[AGENT][NEUTRAL] We just send us an email uh so we have something online saying stop the paper bills and we can do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] And you can send that to our care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, that sounds good then um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, no problem. All right. Well, I guess that's all I needed. I just wanted to make sure I had everything set up, so I guess we're good.
[AGENT][NEUTRAL] All right, [PII].
[AGENT][POSITIVE] Awesome. OK, [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, that will do it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Mhm. All right, thank you. Mhm. Bye-bye, [PII]. Hm.
[CUSTOMER][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Bye.