AccountId: 011433970860
ContactId: 10d837c8-ba33-4964-a91a-a46103d617c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577659 ms
Total Talk Time (AGENT): 197320 ms
Total Talk Time (CUSTOMER): 233721 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/10d837c8-ba33-4964-a91a-a46103d617c4_20250423T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, OK, um, this is [PII] from Cedar Wood Townhouses Association.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was calling because I received the email from American Public Life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For our account is this like a due date uh for March. The account, the amount is 2025 with 52 cents.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I received the the email about so I I normally we have it like a ACH payment.
[AGENT][NEUTRAL] Um, let's start with your group number.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Well done.
[CUSTOMER][NEUTRAL] On the bill say here reference 17501 outstanding invoice.
[AGENT][NEUTRAL] All right, let me get that pulled up real quick, [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I do apologize, my computer is being slow.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, [PII], can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Uh, the address for the office [PII].
[CUSTOMER][NEUTRAL] Uh, Cedarwood Avenue.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right thank you and can you verify the contact name that we should have on file?
[CUSTOMER][NEUTRAL] Uh, currently you have chains coins, [PII]'s coins.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][POSITIVE] All right, perfect. Thank you, [PII]. OK. So you received an outstanding, um, letter, email, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, outstanding invoice for 17501.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, I can definitely take a look at this for you and um see what we got going on. So [PII], it looks like um you've been paying the invoice on our online service center.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] And the, the March and April invoice have not been, we haven't received a payment, um, since the end of January.
[CUSTOMER][NEUTRAL] January? Really?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, they're supposed to work uh uh online centers payment for the schedule for the account ACH payment.
[AGENT][NEUTRAL] Yeah, the last
[AGENT][NEUTRAL] Right, you
[CUSTOMER][NEUTRAL] Oh, I have to do every time.
[AGENT][NEUTRAL] Yes, you'd have to log in each month and, and submit and pay the invoice online, yes.
[CUSTOMER][NEUTRAL] Oh, so it's not directly take away?
[AGENT][NEUTRAL] We don't do any kind of bank draft. No, we don't do any kind of bank draft at the group level.
[CUSTOMER][NEUTRAL] Oh, and I can pay with you with the account?
[AGENT][NEUTRAL] Um, you can pay, um, over the phone with a credit card or debit card.
[CUSTOMER][NEUTRAL] By phone?
[CUSTOMER][NEUTRAL] Oh, no, no, with the, the account?
[AGENT][NEUTRAL] No, you'd have to log in and use the um uh the banking information.
[CUSTOMER][NEUTRAL] Let me, let me see, I can log in hold on because, uh, let me see I can log in.
[CUSTOMER][NEGATIVE] I have too many, too many accounts, too many passwords.
[CUSTOMER][NEUTRAL] OK, so on this one I have to go every month.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I think so what they take automatic.
[AGENT][NEUTRAL] No, ma'am. I do apologize.
[CUSTOMER][NEUTRAL] OK, so I see the invoices how I go to get a pay. I see the invoice.
[AGENT][NEUTRAL] You'll click on the invoice number and let the details open up at the bottom of your screen, and that's where you'll reconcile the invoice um and make any changes if necessary and then once you've done that you click submit invoice and um follow the prompts on the screen.
[CUSTOMER][NEUTRAL] But I, I clicked invoice, uh huh, and after that what I got?
[AGENT][NEUTRAL] The invoice number and let the details open up at the bottom of your screen.
[CUSTOMER][NEUTRAL] Mm on the bottom of the screen.
[AGENT][NEUTRAL] Click on the invoice number.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] But just just give me like a download the invoice and wanna download I wanna just pay.
[AGENT][NEUTRAL] No, the invoice number under open invoices you can click on the invoice number itself.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I don't know which one is not.
[CUSTOMER][NEUTRAL] Because I see let me see and then if you can see more.
[CUSTOMER][NEUTRAL] Because the other one is for the last year.
[CUSTOMER][NEUTRAL] And they had um [PII].
[AGENT][NEUTRAL] Under open invoices on the left side of the screen.
[CUSTOMER][NEUTRAL] That one was based
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Click on the invoice number.
[CUSTOMER][NEUTRAL] OK, but which one show is for [PII].
[AGENT][NEUTRAL] No, those, those have already been paid.
[CUSTOMER][NEUTRAL] That one was paid? Mhm.
[AGENT][NEUTRAL] The paid invoices are on the left or the right side of the screen and the open invoice.
[CUSTOMER][NEUTRAL] Oh, OK, I saw, I saw, OK.
[CUSTOMER][NEUTRAL] OK, when I click the number, uh huh, the number on the invoice, so mhm.
[AGENT][NEUTRAL] And let the details open up at the bottom of your screen.
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] And from there that's where you'll reconcile the invoice and if there's not any changes that need to be made click on submit invoice.
[CUSTOMER][NEUTRAL] What is that?
[AGENT][NEUTRAL] It's above the Social Security number column.
[CUSTOMER][NEUTRAL] I have to go invoice by invoice or I can put both.
[AGENT][NEUTRAL] Yes, you have to pay each individual invoice separately.
[CUSTOMER][NEUTRAL] Oh OK, I have to go OK.
[CUSTOMER][NEUTRAL] OK, what I got to one time electronic phone transfers that one for the ACH.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and I put submit.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can I get the receipt for for the email?
[AGENT][NEUTRAL] It'll go to the email that we have on file, which is [PII].
[CUSTOMER][NEUTRAL] OK, so let me see now I'm going to the other one, right? The invoice, OK, and do the same thing?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I, when I do this, uh, you can check on right away on the on your system or not?
[AGENT][POSITIVE] Yes, ma'am. I can refresh my screen.
[CUSTOMER][NEUTRAL] Or they take it like a
[CUSTOMER][NEUTRAL] OK, let's see here now they show up.
[CUSTOMER][NEUTRAL] I'm sorry, yeah, I think so that was, uh, they do it directly ACH.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Like a like a regular another account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I see that you submitted both invoices.
[CUSTOMER][NEUTRAL] So is that now to balance.
[AGENT][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] Now it's zero balance, right?
[AGENT][NEUTRAL] Yes, they're your, the group is current.
[CUSTOMER][NEUTRAL] OK, and the next, uh, the next bill got to be?
[AGENT][NEUTRAL] For May
[CUSTOMER][NEUTRAL] On May, well, and this week, almost.
[CUSTOMER][NEUTRAL] And they do today?
[AGENT][NEUTRAL] Within the month of May.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In the middle of May because that one was in [PII] um well that's today but what is the due date for May?
[AGENT][NEUTRAL] It's due within the month of May.
[CUSTOMER][NEUTRAL] To put in
[CUSTOMER][NEUTRAL] And the end of May, so any day.
[AGENT][NEUTRAL] Any day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, I, I got to receive the email, right, with the confirmation of the payment.
[AGENT][NEUTRAL] Yes, you'll receive a confirmation email.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Sounds good thank you so much for your help.
[AGENT][POSITIVE] You're welcome, no problem, and thank you for calling APL and you have a good afternoon as well.
[CUSTOMER][POSITIVE] Have a good afternoon.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you. Bye.