AccountId: 011433970860
ContactId: 0c158c5a-5754-4822-b2cd-20205cd4812f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376279 ms
Total Talk Time (AGENT): 174863 ms
Total Talk Time (CUSTOMER): 119359 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/0c158c5a-5754-4822-b2cd-20205cd4812f_20250324T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, hello.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was trying to make a payment.
[AGENT][NEUTRAL] OK, I can help you with that. Um, is it for your individual policy or for a group policy?
[CUSTOMER][NEUTRAL] It's a group.
[AGENT][NEUTRAL] All right. What's the group number?
[CUSTOMER][NEUTRAL] Uh, that would be 80116.
[AGENT][NEUTRAL] 8011.
[CUSTOMER][NEUTRAL] For core holdings.
[AGENT][NEUTRAL] Bear with me, my computer is not wanting to cooperate at the moment. So alright, there we go.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEGATIVE] It is just being really slow. All right.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, core holdings.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All righty. And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh this is [PII]
[AGENT][NEUTRAL] All right, [PII], can you, uh, verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Made the same purchases with this.
[CUSTOMER][NEUTRAL] Uh, sure, that would be [PII], and the zip code is [PII].
[AGENT][POSITIVE] Perfect, thank you. And what about the phone number we should have on file?
[CUSTOMER][NEUTRAL] I, I wouldn't know. There's multiple.
[AGENT][NEUTRAL] OK, can you verify the contact name and email address we're supposed to have?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure who opened this account.
[CUSTOMER][NEUTRAL] Uh, there's multiple locations in this.
[CUSTOMER][NEUTRAL] Applies to like all of them, so I'm not sure.
[CUSTOMER][NEUTRAL] Uh, what the contact would be.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alrighty and you're wanting to make the payment for what invoice?
[CUSTOMER][POSITIVE] Uh, I think we have 3 outstanding invoices.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have the invoice numbers.
[AGENT][NEUTRAL] Let's see, OK, what are those invoice numbers?
[CUSTOMER][NEUTRAL] OK, so the one for March is 6381208.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, second invoice for.
[AGENT][NEUTRAL] I have a January, uh, I have a January invoice, uh, number ending in 8894 for 645-19.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I have a February invoice ending in 1208 for 645-19.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then I have March ending in 3815 for 64519.
[CUSTOMER][NEUTRAL] OK, and do we have any upcoming?
[AGENT][NEUTRAL] Um, we just, uh, generated the April invoice, um, those went out they're, they're going out today.
[CUSTOMER][POSITIVE] OK, awesome. Could I take care of all of them?
[AGENT][NEUTRAL] All of them? Yes, ma'am. Let me get it all pulled up and entered.
[AGENT][NEUTRAL] And then I'll take that payment for you. I've got a total of.
[AGENT][NEUTRAL] $2580.76.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me one second.
[AGENT][POSITIVE] All righty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK. That would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the name on the card?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, it'll be Core Holdings.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] Uh, that'll be [PII].
[AGENT][NEUTRAL] Alrighty and I'm gonna send the confirmation number to the email address that we have on file.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Can we add another email?
[AGENT][NEUTRAL] Um, not at this moment. The the contact person that we do have on file, [PII], would need to email us and give us, um, the authorization to add, um, another email address to the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, awesome. [PII], all right.
[AGENT][NEUTRAL] Alright, Ms. [PII], I've got that uh credit card process for all 4 invoices. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, for now, just one question. Uh, would there be an easier way to make this payment every month?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Could we have an online account?
[AGENT][NEUTRAL] Yeah, yeah, uh, [PII] would need to set up the online um service center account and from there you'd be able to pay with um a banking uh a routing number and a bank account number, um, but you would still have to log in each month and make that payment we don't do any kind of auto draft at the group level, um, or [PII] can request um the ACH information that can be set up on y'all's end, but it would also still need to be initiated on y'all's end each month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][POSITIVE] All righty. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Uh, no, for now. Thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL and you have a good day as well.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank