AccountId: 011433970860
ContactId: 078afe40-020f-4fcb-b436-4d1ab565366a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256459 ms
Total Talk Time (AGENT): 71279 ms
Total Talk Time (CUSTOMER): 149601 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/078afe40-020f-4fcb-b436-4d1ab565366a_20250506T16:46_UTC.wav
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[CUSTOMER][NEUTRAL] a lot.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name's [PII]. Um, I'm with the Equipment and we're just new to the company, um, but I think I had sent in an EFT form, but, um, I wanted you to check for me and see if this is set if our account is set up on auto pay or not.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK [PII], so just looking to see if auto pay has been set up correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, do we have the group number?
[CUSTOMER][NEUTRAL] I do. It's 27057.
[AGENT][NEUTRAL] OK, let me pull this up here. Give me just a moment.
[CUSTOMER][POSITIVE] is a radiant smile. I've got a nice smile is a really big deal. And if you're looking for one I'm gonna talk to you about Mark and cosmetic dentistry isn't.
[CUSTOMER][POSITIVE] On these regular old dentist, Doctor [PII] is an artist. He combines his skills with an eye for what looks good and the best to create smiles that are truly something special, radiant just like you, but it's not just about looking good. I mean, that's a, that's a big part of it, right?
[CUSTOMER][NEUTRAL] Ministry of veterans and his team here.
[AGENT][NEUTRAL] OK, so let's see here.
[CUSTOMER][POSITIVE] You are seamless and relaxing. You can headphones and listen to your favorite music and you'll be one of these blankets that make you feel like you're the whole family there too.
[CUSTOMER][NEUTRAL] Ma
[AGENT][NEUTRAL] So it looks like you guys did set up everything on the OSC last month, correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, no, we just got really set up. Well, they might have put us in the system but at the end of last month, um, but I just got like access to online and all of that today actually.
[AGENT][NEUTRAL] Today, OK.
[CUSTOMER][NEGATIVE] That I got access to online, but I did receive my first bill for my bill online that I printed in my bill that I the one I actually received in the mail are two different, two different amounts. I'm not sure why that unless I didn't see the end of the invoice, but I didn't want to take this and then you're on auto pay.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Let me see here uh.
[CUSTOMER][NEUTRAL] here
[CUSTOMER][NEUTRAL] the company that's been named as one of the best places to work in [PII], and committed to your career growth. Visit [PII].
[AGENT][NEUTRAL] OK, I'm gonna reach out to billing and just double check because I don't want you to double pay either so give me just one moment here, [PII] if I place you on a brief hold, is that OK?
[CUSTOMER][NEUTRAL] Sure. You are on hold.
[AGENT][NEUTRAL] Was
[AGENT][NEUTRAL] the group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I thought we don't do.
[AGENT][NEUTRAL] All right. Mhm
[AGENT][NEUTRAL] Thank you for your patience, [PII]. So um you can save the banking information on the OSC but APL actually doesn't do any sort of auto draft for the premium.
[CUSTOMER][POSITIVE] OK, well I'll just, I'll just do a check every month that's not a problem.
[AGENT][NEUTRAL] OK, yeah, whatever works easiest for you guys so you can do the ACH through the OSC online or just mail either way.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome [PII] have a good day.
[CUSTOMER][NEUTRAL] Bye bye.