AccountId: 011433970860
ContactId: 14f299ab-fd7f-48f1-9100-23787d7d1d50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290119 ms
Total Talk Time (AGENT): 121023 ms
Total Talk Time (CUSTOMER): 154455 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/14f299ab-fd7f-48f1-9100-23787d7d1d50_20250529T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team at APL. I have a broker named [PII] on the line. She's calling on behalf of her group Martech Aviation, uh, group number 80,120. I have verified her, um, she says they're having issues with their billing and invoices.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Did she happen to give any specific issues they were having or did she just say like overall billing issues?
[CUSTOMER][NEUTRAL] She was asking something about uh automatic payments and how they would what we prefer and then she said that they were having some issues but I didn't hear what the specific issues were.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine. I've got them pulled up. Um, I'm looking at their bills, uh, so you can go ahead and put her through to me.
[CUSTOMER][POSITIVE] Great, um, give me one moment and I'll go ahead and introduce you. [PII], correct?
[AGENT][POSITIVE] OK. Yes, thank you.
[CUSTOMER][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], are you still on the line?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, I have [PII] with APL billing and she'll be able to help you with those invoices.
[CUSTOMER][POSITIVE] Alright perfect thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] Oh good. How are you?
[AGENT][NEUTRAL] Good, I'm doing well thank you um so let me see, I've got the group Martech Aviation pulled up and um I understand that you were calling about some billing issues or some billing questions, is that right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, billing questions, the um insured just just, you know, they, they want.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They want us to help them consolidate all the charges because of different plans that they have and stuff like that, so I was just calling to make myself aware of how is, like, are they on auto pay with this plan, um, what's the easiest way, what's the window for payment? just so I could, you know, put it all transparent and clear for them and inform them of the best way to move forward.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so,
[AGENT][NEUTRAL] We, so each month we generate the invoice they're gonna be due on the [PII] of the month, um, and so they have a couple of different ways that they can make those payments. Um, I have a payment flyer that I could send over to you, um, that's got our banking information if they choose, you know, ACH payments um it's also got our mailing addresses if they'd like to mail a payment and then of course they can always make that payment online through the OSC as well.
[AGENT][NEUTRAL] Um, but it's got all that information on there I could send.
[CUSTOMER][NEUTRAL] OK, if
[CUSTOMER][POSITIVE] Yeah, please do so.
[AGENT][NEUTRAL] OK, let me see, [PII], can you provide me with your email address or would you like me to send it directly to the group?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, no, no, no, the best email address is going to be [PII].
[AGENT][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] Alright, so I can send that payment flyer over um let me see and then I, I don't know if you mentioned it to [PII], but um she did mention something about like an auto pay and I just wanted to confirm that we don't currently offer an auto pay feature so the group would have to submit the payment each month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Auto payment not offered, OK, because I guess they're getting some payments deducted and some are not, so they just wanna.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Kind of like organize all of that um matter for for themselves. So alright, I will, I'll forward them the different payment methods that you guys offer and then you do not offer auto pay and they do on the [PII] of each month. Perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, that is correct um I'll get that sent over.
[CUSTOMER][NEUTRAL] And I see here the the letters.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the latest invoice reflects 1,051 77 cents. That's correct, right?
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright perfect I'll I'll forward that information to them.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, so I will get that perfect I will get that sent over as soon as we get off the phone. Is there anything else I can help you with today, buddy?
[CUSTOMER][POSITIVE] That was all. Thank you very much.
[AGENT][POSITIVE] OK perfect you're very welcome well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too have a wonderful day.
[AGENT][POSITIVE] Thank you bye bye.