AccountId: 011433970860
ContactId: 056d4346-2ad9-46d9-a57e-a6434794dfa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384980 ms
Total Talk Time (AGENT): 137179 ms
Total Talk Time (CUSTOMER): 140134 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/056d4346-2ad9-46d9-a57e-a6434794dfa6_20250221T23:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got [PII] on the phone. He is with group number 263-69. He's calling to pay an invoice.
[CUSTOMER][NEUTRAL] The invoice number.
[CUSTOMER][NEUTRAL] It's 637-812-2.
[CUSTOMER][NEUTRAL] And the callback number is the same number that he's calling from.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said his name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can go ahead and send them over.
[CUSTOMER][POSITIVE] OK, thanks [PII]. You have a good weekend. Bye bye.
[AGENT][POSITIVE] You too. Thank you. Bye.
[AGENT][NEUTRAL] Hi, this is [PII] with AP in the billing department. Um, am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with uh Beer Complete LLC.
[AGENT][NEUTRAL] OK, I understand you were calling to.
[CUSTOMER][NEUTRAL] Um, I was calling him because
[CUSTOMER][NEUTRAL] Yeah, I'm sorry?
[AGENT][NEUTRAL] Oh yeah, I was seeing how I was saying you're calling to pay your January invoice, uh, the one ending in 8122 for 39123.
[CUSTOMER][NEUTRAL] Yeah, and you know what, I also noticed that the first invoice might has due already, so maybe I'll do both.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK, yeah.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Alright, so that would be 7:40, 14.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, so that'll be 7:40 14 for both.
[CUSTOMER][NEUTRAL] 740
[CUSTOMER][NEUTRAL] Um, well,
[CUSTOMER][NEUTRAL] I see both are $391.23 each, right?
[AGENT][NEUTRAL] No, uh, your February invoice is 34891, it looks like.
[CUSTOMER][NEUTRAL] Oh, is it? OK. Would you give me just one second here? Oh yeah, I see it. OK, OK, that's fine then. Yeah, I mean, whatever it is for to have this, yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me get some information entered in.
[CUSTOMER][NEUTRAL] Um, will there be any fees if I pay with American Express?
[AGENT][NEUTRAL] No, no fees.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I and I, I thought that I was able to make the payment like online, but I don't see anywhere where I can uh.
[AGENT][NEUTRAL] Yeah, if you wanna pay with a card, um, we have to take that over the phone, but you can pay with like your bank account online.
[CUSTOMER][NEGATIVE] Oh really? um, how can I do that? Because I don't see anywhere where it says pay or.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] If you go to uh like the profile uh part like your account information, you would enter in your ACH information or if you just click like when you click on the invoice, um, do you see where it says billing details when you click on the invoice?
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] But it's just loading, yeah, so I click on the invoice.
[AGENT][NEUTRAL] Yeah, you can click on the invoice and then you should see billing details pop up below it.
[CUSTOMER][NEUTRAL] It says billing details? Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you see where it says submit invoice?
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Submit the invoice, yeah.
[AGENT][NEUTRAL] Yeah, so you would click that to pay with your bank account.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh yeah, and I see one time EFT.
[AGENT][NEUTRAL] Yeah, you can do one time or if you wanna go to your like your profile you can add your company's uh bank information and then it'll just be one click to pay and uh you can also edit your invoice too before if you need to like before you submit it like if you have any terminations or any new hires or anything like that you can edit um this bottom portion.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm, OK, OK, well, no, I don't have any, but do you mind if I do it right here? Uh, it seems like I already have my account information, so.
[AGENT][NEUTRAL] Yeah, yeah, if you want to go ahead and, yeah, if you wanna go ahead and just submit it online, that's fine.
[CUSTOMER][NEUTRAL] My my banking information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, yeah, next, and then submit, I guess.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh it's loading.
[CUSTOMER][NEUTRAL] I don't know if
[CUSTOMER][NEUTRAL] It went through or not because
[CUSTOMER][NEUTRAL] It's still loading, I guess.
[CUSTOMER][NEUTRAL] Oh yeah, it seems like uh it did it says submitted invoices and it's been scheduled for Monday, right? OK.
[AGENT][NEUTRAL] Yeah, and then if you you can just do that for both of them, um, if you'd like and then on Monday I think your March invoice will be available but it won't be um considered overdue until uh the middle of next month.
[CUSTOMER][NEUTRAL] OK, but then the.
[CUSTOMER][NEUTRAL] The February invoice is already past due. Am I correct?
[AGENT][NEUTRAL] Yeah, yeah. Those are past due, but there's not any fee or anything, um, and you're paying those now, so that's.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, OK. Well, uh, well, I appreciate it. Thank you so much and well sorry for taking up your time, but thank you.
[AGENT][POSITIVE] No, it's no problem, [PII]. I hope you have a great weekend. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, not for now. Thank you and you have a great weekend too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Alright you too bye.
[CUSTOMER][NEUTRAL] Bye bye.