AccountId: 011433970860
ContactId: 10b93031-5aca-4caa-8ac6-c76ec6923d94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160100 ms
Total Talk Time (AGENT): 60378 ms
Total Talk Time (CUSTOMER): 84630 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/10b93031-5aca-4caa-8ac6-c76ec6923d94_20250620T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have [PII] on the line with a group and she needs to make a payment for the group. The group number is 23379.
[AGENT][NEUTRAL] OK, and she knows it's only by debit card or credit card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alrighty you can send her to me.
[CUSTOMER][NEUTRAL] OK, here she comes.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][POSITIVE] Uh, I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm good thank you so much. I'm trying to pay a group premium for our group and we're having trouble logging into the new OSC system and we've sent it up to tech and everything like that so in the meantime I just wanted to pay it over the phone.
[CUSTOMER][NEUTRAL] Can you help me with that?
[AGENT][NEUTRAL] Yes, um, we can take a payment by debit card or credit card over the phone.
[CUSTOMER][NEUTRAL] Can you, you can't do a bank account?
[AGENT][NEUTRAL] No, ma'am. Not not over the phone.
[CUSTOMER][NEUTRAL] Oh shoot, OK, how could I do it otherwise it would have to be set up like electronically online?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, because I'm not totally sure this bank account, I don't know the credit card information for it. OK, well I'll just give you guys a call back um at a different time because I was.
[AGENT][NEUTRAL] You can send in, um, a request for our ACH information, and then you can set it up with your bank, um, through ACH, um, but it's not gonna be like a bank draft. um, it would be something that y'all would still have to initiate each month, but we do have ACH options.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, got you. OK, and where can I request that? Do you have like an email or a number?
[AGENT][NEUTRAL] Yeah, you can send it to you can send an email to um care team all one word.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh I'm not sure if on your end you can see, can you see when our premium payment is due so I can like expedite this.
[AGENT][NEUTRAL] Yeah, it's due within the month of June.
[CUSTOMER][POSITIVE] OK, OK, so by the end of the month, OK, perfect. All right, well I'm gonna get right on that thank you so much for your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. I appreciate it.
[AGENT][POSITIVE] All [PII]. Thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][POSITIVE] Thank you.