AccountId: 011433970860
ContactId: 09504019-79dd-481c-adde-85dcc89da724
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165059 ms
Total Talk Time (AGENT): 52493 ms
Total Talk Time (CUSTOMER): 92807 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/09504019-79dd-481c-adde-85dcc89da724_20250307T18:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I, I'm on the website we're, um, we have an account with you and, um, I saw that you guys want us to pay via ACH which is fine, that's what we're trying to do, uh, going forward, but right now because it's already the [PII] of the month, is there any way I can pay it over the phone? I don't see an option online to pay it online.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, um, I can definitely help you with the payment and you're calling from the group you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's your group number?
[CUSTOMER][NEUTRAL] It is 24421.
[AGENT][POSITIVE] Thank you for that. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I see you here. I just need you to verify the group name, address, and um your email address.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it's [PII] [PII]. My email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And do you have the um invoice number and the amount that you'd like to make a payment for today?
[CUSTOMER][NEUTRAL] Yes, so there is no way to pay it online, right?
[AGENT][NEUTRAL] Well, you, so you, you said you are on the portal, right?
[CUSTOMER][NEGATIVE] I'm on the portal, but I don't see my bank account is there. Everything is there. I just don't see how I can pay this uh online on the same account that's already been been there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So click on the invoice that you're trying to pay.
[CUSTOMER][NEUTRAL] OK, hold on, loading invoices.
[AGENT][NEUTRAL] And you just
[CUSTOMER][NEUTRAL] OK, click on it right, I am.
[AGENT][NEUTRAL] You should see somewhere that says submit.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, it says click submit invoice to finalize the invoice and generate a coupon, you must submit submit invoice to print. So, uh, where do I look for submit?
[AGENT][NEUTRAL] Hold on one second, let me pull up the.
[AGENT][NEUTRAL] Group part, hold on one second.
[CUSTOMER][NEUTRAL] Oh, submit invoice, OK.
[CUSTOMER][NEUTRAL] Uh, oh, OK, I see here. All right. Uh, it says submit invoice. I, I didn't see where I was looking for payment. OK, one-time electronic funds transfer. OK, I can do that right now.
[AGENT][NEUTRAL] You see.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][POSITIVE] Perfect. And then we'll go ahead and set, set you up to pay you via ACH. Thank you very much, [PII].
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.