AccountId: 011433970860
ContactId: 012d3b1b-cda4-4eb9-83b2-0dc297973f22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70059 ms
Total Talk Time (AGENT): 15849 ms
Total Talk Time (CUSTOMER): 41752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/012d3b1b-cda4-4eb9-83b2-0dc297973f22_20250613T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] [PII], it's [PII] on the care team. I've got a, uh, group on the line that I've verified. She's she's been going back and forth on getting her account, um, fixed, um, and she's in the midst of that, but she wants to just get the payment taken care of in the meantime, um, are we able to do a payment? Can, can you take an ACH payment by phone?
[AGENT][NEUTRAL] No, ma'am. Just credit card or debit card.
[CUSTOMER][NEUTRAL] Makes that go.
[CUSTOMER][NEUTRAL] OK, just credit card and debit card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] ACH has to be done through our portal, right?
[AGENT][NEUTRAL] Yeah, or they can set it up through their bank.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a form if they set it up through their bank?
[AGENT][NEUTRAL] Um, they just need to
[AGENT][NEUTRAL] Request our ACH information by emailing the the care team.
[CUSTOMER][POSITIVE] OK, OK, all right, I will let her know that information. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.