AccountId: 011433970860
ContactId: 068cd7bb-12c0-4266-9a41-a5848c3cf1eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367709 ms
Total Talk Time (AGENT): 146668 ms
Total Talk Time (CUSTOMER): 158499 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/068cd7bb-12c0-4266-9a41-a5848c3cf1eb_20250109T16:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I work for the Hobbs Group in [PII], and I wanted to set up, um, so that our bill gets drafted monthly, but, um, and I tried going online but I couldn't, I couldn't get it to work.
[AGENT][NEUTRAL] Like an automatic payment?
[CUSTOMER][POSITIVE] Yes ma'am so that it automatically gets drafted out of our account so we don't have to worry about a check being sent or uh paying with a credit card we just wanna get it set up so it's auto drafted.
[AGENT][NEUTRAL] Oh, OK. Um, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, well, I can help you with the drafts. Um, [PII], may I have a good contact number in case we're disconnected and your group number?
[CUSTOMER][NEUTRAL] My phone number here at work is [PII].
[CUSTOMER][NEUTRAL] And our group number is 26767 and it should be the Hobbs Group PA.
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just waiting for everything to come up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there's two things. Um, I can answer the, the, OK, so is [PII] available?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, she is hold on one second, OK?
[AGENT][NEUTRAL] So, well, I don't need to uh speak with her. I can give you the answer without speaking to her, but let her know that they need, she needs to send an email to the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and update the group contact list because right now she's the only one that can call on the group and just put like your name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Your, you know, your email address so we can add you so that whenever you do call, there's no issues. But in terms of um automatic bank drafts for our groups, that is not yet an option. We do have remittance where like you can go in and make the payment to our bank, but in terms of like a monthly automatic payment coming out, that option is not available yet, but we are working on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, alright, so alright, so you said [PII] um.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] Um, so it's
[CUSTOMER][NEUTRAL] Or A in public, sorry.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Alright, so [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Alright, and she just needs to update her contact and you said y'all don't have a way to um do that um do you know if y'all um.
[CUSTOMER][NEUTRAL] Have other clients that pay y'all with bill.com that you connect through?
[AGENT][NEUTRAL] Um, we do have Bill.com. Mhm, we, um, we get calls from [PII].
[CUSTOMER][NEUTRAL] OK, alright, so, alright.
[CUSTOMER][NEUTRAL] OK, so I'm gonna, um, because that that'll probably be the way that, um, I process this if I don't, um, probably go ahead and get a check out to you all and just um have it overnighted since it's due next week, um, because we're hoping we could just get the draft set up and make the payment today but I guess we won't be able to do that.
[AGENT][NEUTRAL] Yes, ma'am. Unfortunately, that's not ready yet, but it is coming.
[CUSTOMER][NEUTRAL] OK, alright, and there's no way to like make a credit card pay. All that has to be done online, right? I think you just said that all the uh trying to make.
[AGENT][NEUTRAL] Well, no, I mean like if you needed, if you needed to like call and make a phone payment, yes, you can make a um
[AGENT][NEUTRAL] Let me double check and make sure that we can make payments over the phone while I'm saying that because I know the insured can. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, for the groups, um, it's the online service center standard mail overnight or the remittance.
[CUSTOMER][NEUTRAL] OK, alright, well I guess we will do that I guess I'll go ahead and get the check cut and have them um overnight it.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I could assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, and she has a, um, she has a log in already, right? With your system?
[AGENT][NEUTRAL] No, there's no online service and our account set up yet.
[CUSTOMER][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] OK, alright, so.
[AGENT][NEUTRAL] For the group.
[CUSTOMER][NEUTRAL] Alright, but she'd have to be the one to set it up though, right?
[CUSTOMER][NEUTRAL] So she's the main contact.
[AGENT][NEUTRAL] So how it works, she probably, she probably would want to send the email first because she'll be able to set up and um set up like the, I guess we can call it like the parent account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you're added or who, you know, however many people for the groups added, then you all can go in and make like your individual, but it will be like under crystal.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you, got you, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, OK, alright, well thank you for your assistance today.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, I think I'm good, thank you and um.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great day and happy New Year.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.