AccountId: 011433970860
ContactId: 0d4e4d65-ad2b-45c6-b64c-5ddafbebdead
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362130 ms
Total Talk Time (AGENT): 120781 ms
Total Talk Time (CUSTOMER): 248726 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/0d4e4d65-ad2b-45c6-b64c-5ddafbebdead_20250227T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, hey, this is [PII], um.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I have Ms. [PII]. She's calling from the broker's office, um, and she's asking for a payer ID. She is stating that the group um received notification from their bank that they would need to give a payer ID number in order for them to make automatic payments.
[CUSTOMER][NEUTRAL] Um, through the online service center. I hope it's not a scam, and I don't know if y'all knew anything or what was different.
[CUSTOMER][NEUTRAL] But uh
[AGENT][NEUTRAL] They shouldn't need anything from the bank to set up on the online service center. It's something they would have to set up monthly, it wouldn't be automatic, but if they're setting it with their bank, um, I, uh.
[CUSTOMER][NEUTRAL] Well, they see, from what I understand, they're entering the information on the online service center, but they're getting a notification from the bank to ask for, um, they're needing a payer ID.
[AGENT][NEUTRAL] To set up a payment. That's weird.
[CUSTOMER][NEUTRAL] Yeah, that's what I thought it was weird because I was like pay ID that's usually used for claims so provider can submit electronic claims is not like a, a payment thing so I don't know. I don't know if you can help her or not.
[AGENT][NEUTRAL] I apologize. I don't, I don't know what a payer ID would be for us since like that's not.
[AGENT][NEGATIVE] That's so weird.
[CUSTOMER][NEUTRAL] Yeah, it's definitely different.
[AGENT][NEUTRAL] Because it was, it was just like they put in their account and routing number. It's just like a electronic check, you know.
[CUSTOMER][NEUTRAL] Right, and then she's saying that the person or the group is receiving uh a letter from the bank asking for a payer ID number and like I said, it's just weird to me because I know payer ID is mainly used for like claims if a medical or dental provider is wanted to submit a claim electronically, they ask for a payer ID number, so.
[AGENT][NEUTRAL] So we
[AGENT][NEUTRAL] Right, there wouldn't be one. I mean, that's so weird.
[CUSTOMER][NEUTRAL] Yeah, but I don't know if y'all can help her, but, uh, kind of limited on my information and what I told her, so.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, go ahead and send her over.
[CUSTOMER][NEUTRAL] Uh, the group number is 80019.
[CUSTOMER][NEUTRAL] And it's for on time utility services.
[AGENT][NEUTRAL] Did you get a callback number by chance?
[CUSTOMER][NEUTRAL] I didn't you want me to get it real quick?
[AGENT][NEUTRAL] No, no, it's OK. I'll get it.
[CUSTOMER][POSITIVE] OK, well, I appreciate you. So hopefully something we all learn new.
[AGENT][NEUTRAL] Yes,
[AGENT][NEGATIVE] Yeah, I doubt it. I don't think, I don't, I don't know what's going on, but maybe they're gonna learn something new. I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I know. Well, I appreciate you. You have a great one.
[AGENT][POSITIVE] Yes, ma'am. Thank you. You too.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the billing department. How are you today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi [PII], good thank you um thank you for your help. So I don't know if she explained, but I have a client, we have a client, a group, um, on time utility whose bank requires the payee ID in order to be able to process payments. I guess it's a security measure they have set up. I'm not sure, um, but I'm hoping you might be able to help me with that.
[AGENT][NEUTRAL] And they're setting it up with their bank for like auto payments every month?
[CUSTOMER][NEUTRAL] So they um that used to be the option with APL doing the ACH through your bank but now um apparently you guys are doing like an auto auto like an auto pay option um for payments each month it's brand new so that yeah so they're setting that up and they just wanna make sure that none of the payments get, you know, put on hold or or blocked or what have you um because their bank does require that.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right, I didn't realize that. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, um, so I've got to figure I have had nothing to do with the, it's a new thing that we're trying out with this auto pay and so I have no idea what that number would be. I, um, let me get your callback number real quick. What is a good number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK sure it's um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me get this number for you um this is something, uh, what state is this uh group in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] it's [PII], [PII].
[AGENT][NEUTRAL] Yeah, that's what I thought. OK, um, so usually they've been going through, um, NAS to set these up and, um, so that's who's been doing it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I've tried to reach out to them, but they had they they had no clue. They gave me their tax they gave me the tax ID number for APO, but that's not what they need. They need the payer ID so that's why I'm like, let me just call APL's billing department because hopefully somebody will know.
[AGENT][NEGATIVE] That's so weird.
[CUSTOMER][NEUTRAL] What, um, again, this
[AGENT][NEGATIVE] Unfortunately I don't.
[CUSTOMER][NEUTRAL] Uh, this is my fir like I've never, we've never had a group of doing business for, you know, all these years we've never had anybody require this but again like I was telling the other, the other lady, I don't know if maybe they had an issue and they've set up the security measure. I'm not sure but um but yeah, any help would be really greatly appreciated.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Definitely.
[AGENT][NEUTRAL] I will find this out for you and I will give you a call back and let you know. Do you know what bank it is by chance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, uh, do I know the bank? Give me a second. I might have the information here. One second.
[CUSTOMER][NEUTRAL] Uh, what's their bank? What's the bank?
[CUSTOMER][NEUTRAL] Uh, here, um.
[CUSTOMER][NEUTRAL] Their bank is Chase. It's Chase.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] If they haven't changed it, that's what I've got.
[AGENT][POSITIVE] OK, alright, so let me find this out for you and I will give you a call back.
[CUSTOMER][POSITIVE] OK, God bless you thank you so much I appreciate it.
[AGENT][POSITIVE] Oh yes, ma'am. All right, I'll talk with you later. Mhm bye bye.
[CUSTOMER][POSITIVE] Take care. Alrighty, bye.