AccountId: 011433970860
ContactId: 17986bc6-c5b9-4d79-bcca-366a4c3e0868
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 764520 ms
Total Talk Time (AGENT): 308321 ms
Total Talk Time (CUSTOMER): 344646 ms
Interruptions: 13
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/17986bc6-c5b9-4d79-bcca-366a4c3e0868_20250509T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hey [PII], uh, this is [PII] with Care Team. I have, um, a group admin on the phone wanted to make a payment.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] For a group, uh, for March and April.
[CUSTOMER][NEUTRAL] And I told, oh, I'm sorry, I'm gonna give you the group number is uh 21649.
[AGENT][NEUTRAL] You're, you're fine.
[AGENT][NEUTRAL] 21649. OK.
[AGENT][NEUTRAL] got that.
[CUSTOMER][NEUTRAL] Yeah, and I asked her if she wanna pay by credit card and she wants to give the account information. I didn't know we can do that and she said she tried to pay through the OSC but she wasn't able to.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, let me help her. Yeah, you're right, we can't do it. We have to have a credit card, but I, I'll be glad to talk to her.
[AGENT][NEUTRAL] What's her name again?
[CUSTOMER][POSITIVE] Awesome, you rock.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, all right, sweetie, I'll talk to her.
[CUSTOMER][POSITIVE] Thank you ma'am have a great one.
[AGENT][POSITIVE] You're welcome. You too dear.
[CUSTOMER][NEUTRAL] Uh alright, I'm trying to find the right button.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] You got it. There you go.
[CUSTOMER][NEUTRAL] Oh, no, which one? No, she's on Lord.
[AGENT][NEUTRAL] I, I always get confused just.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Oh, I guess we call maybe.
[AGENT][NEUTRAL] Is it
[AGENT][POSITIVE] If if you leave call I'm gonna I might get her, so that's fine. Just just leave the column I'll I'll, I'll catch her. That's good.
[CUSTOMER][POSITIVE] Alright. Thank you. Have a great day and weekend and happy Mother's Day.
[AGENT][NEUTRAL] That's all
[AGENT][POSITIVE] You too. Thank you.
[CUSTOMER][NEUTRAL] All right bye.
[AGENT][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, hey, [PII], this is [PII]. I work in the group billing department with ACL. How are you doing today?
[CUSTOMER][POSITIVE] Good good how are you ma'am?
[AGENT][POSITIVE] I'm doing great, thank you so much. I understand you're calling about your payment for, for your group, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Now, we can take a March and April. OK. We can take a credit card over the phone. Do you, or debit cards, do you have that you can give me?
[CUSTOMER][NEUTRAL] Yes, March and April.
[CUSTOMER][NEUTRAL] Uh, no, and my boss is not here right now. I, I thought I was able to make it with a check, uh, or, or the bank information.
[AGENT][NEUTRAL] Well, let me see. You can't, we do have the bank information online that you'll just have to go on in there and schedule the payment or you can call us back when you have the credit card, whatever is easier for you.
[CUSTOMER][NEUTRAL] Yeah, I just didn't want the account to get canceled, uh, that's why, you know, or closed, uh, that's why I was calling.
[AGENT][NEUTRAL] No, ma'am. It
[AGENT][NEUTRAL] Sure, I understand that. Well, what I can do if you're not able to pay it over the phone today or, or send it today, I can make a note that you and I spoke and that you'll be making it next week. Would that be OK?
[CUSTOMER][NEUTRAL] Yes, because I mean I do have uh the uh email notice that you guys sent with the new ACH information. I mean I could try doing that with my bank account. Will that work?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You can. Yes, ma'am, you can, what you do is you, you have access to the online service center. I do see that you're registered. Um, you can go online with the bank account number that we have saved on your account and schedule the payment for.
[CUSTOMER][NEUTRAL] Yes, but that's what I was talking. I think I was talking to uh [PII] uh yesterday. When I go to the, to the website.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I do talk.
[CUSTOMER][NEGATIVE] Uh yeah, you could, I, I could see the bank account, but the only two actions that I can take is either edit the account or delete it. It doesn't let me pay online. I don't know why.
[AGENT][NEUTRAL] OK, let me look at it. Give me just a moment. Maybe, let me see if I can help you figure that out. Let me pull up the, um, instructions. You're very welcome. Just to make sure I'm not mistaken, [PII], OK? I don't want to be giving you the wrong information, so let me just make, let me review my stuff and make sure that I am not.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yeah, thank you, thank you so much.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yes, I thought I was doing something wrong and she told me, go here, go there, and then I went and I told him this is all I could see and all I could do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEGATIVE] And I I'm able to add employees or remove them when they, you know, leave the company, but I can't pay online for some reason I don't know why.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at it OK so you you click on the invoice number.
[AGENT][NEUTRAL] In the billing details, so let me just go, I'm just gonna get your March invoice. Let me see if I can get the option for you, OK, give me just a moment.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Do you see the edit payment option link under payment type? Like if you click on the invoice that you're wanting to pay, yeah, get good click on the invoice that you're wanting to pay.
[CUSTOMER][NEUTRAL] Hold on, let me go there.
[CUSTOMER][NEUTRAL] OK, so let me go to March, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready and I'll try to walk you through it, OK?
[CUSTOMER][NEUTRAL] Yeah, I'm here and I can see it says billing details and I can see all the, your employees and the the detail there.
[AGENT][NEUTRAL] OK. Do you see the edit payment option link under payment type?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Hold on, let me go all the way down. Oh, my employees.
[AGENT][NEUTRAL] Like what's gonna happen? You have, so this is, this is the reason I'm asking you that because it what what that's gonna do, it's gonna download your invoice.
[AGENT][NEUTRAL] And in order for you to, um,
[AGENT][NEUTRAL] Schedule
[AGENT][NEUTRAL] An online payment, you have to submit that invoice.
[CUSTOMER][NEUTRAL] OK, yeah, when I go let's say on my on my right side of the screen I have all the paid invoices on the left side I have the open invoices so um I see the one in March so when I click there I mean I have to print either uh in PDF format or Excel format.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or I can go to the um you know, the left side and I see the invoice number 6382374 if I click there.
[CUSTOMER][NEUTRAL] Uh, it opens, uh, billing details and it says, uh, click submit invoice to finalize invoice and generate a coupon. You must submit invoice to print coupon.
[CUSTOMER][NEUTRAL] And under that I see employer employees per page add save changes, cancel changes submit invoice or print invoice so I can submit invoice.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that what you're asking me to do to to click on the, OK, so.
[AGENT][POSITIVE] Yes, do that. Do that. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, and then it said either check by mail or one-time electronic funds transfer EFT.
[AGENT][NEUTRAL] OK, there you go. Electronic funds transfer and you can use that one, yes, ma'am, because, and then you can schedule the payment. Do you see where it says scheduled an online payment?
[CUSTOMER][NEUTRAL] So should I choose that one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see, I see the amount here, the date, and then the only thing is that the the default account that is there, it's old, but I can edit. Can I edit and put the new information and then just go ahead and send it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can. Yeah. So we need to, you need to change your banking account info, is that right?
[AGENT][NEUTRAL] Is that what you're saying?
[CUSTOMER][NEUTRAL] Hold on, let me
[CUSTOMER][NEUTRAL] What is it? Yes, we changed bank accounts.
[AGENT][NEUTRAL] Well, I'm sorry.
[AGENT][NEUTRAL] OK, so you need to change it online. Yes, ma'am. You can go through there, go back, you can go back and edit that and update it.
[AGENT][NEUTRAL] Do you know how to do that?
[CUSTOMER][NEUTRAL] OK, OK, yeah, let me do that then. Yeah, yeah, I, I, I see here. I, I see the current, the current routing number and current account number and then I can put the new routing. OK, let me do that then and let me try doing this for both March and April and if I um run into problems, I, I will call you again. Thank you so much for your help.
[AGENT][NEUTRAL] Yeah, and then did that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] What, what, you're welcome, OK, but look, this is what I'm gonna do. Um, I have this group user guide for the OSC. I don't know if you have it. You should have gotten it when y'all registered, but I'm gonna re-email it to you and it takes you through step by step on how to do all this on the OSC. Would that be helpful for you?
[CUSTOMER][POSITIVE] OK, OK, perfect. Yeah, or if you wanna stay on the line while I'll do this and that way I could see, you know, we can both see if it worked, if you don't mind. OK, yeah, let's do that then. Let me, let me just input the uh the new information and, and that way we're both sure.
[AGENT][NEUTRAL] Would that, would that be helpful?
[AGENT][NEUTRAL] No, I can't, yeah.
[AGENT][POSITIVE] Sure, absolutely. OK, yeah, I was just gonna see if that would help you to look at it. That's perfectly fine. I'll be glad to wait. You take your time.
[CUSTOMER][POSITIVE] Yes, yes, I will, I will.
[CUSTOMER][POSITIVE] OK, thank you so much. Yeah, I would love to, uh, so that way we're sure that it went through.
[AGENT][POSITIVE] You're welcome. You're very welcome.
[AGENT][POSITIVE] OK, absolutely.
[CUSTOMER][NEUTRAL] OK, so next and save.
[AGENT][NEUTRAL] What did, you just updated the account number, didn't you?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yes, now, now when I go there I mean it took, it took me back to the screen what I want with the new information, so I'm gonna and it has, yeah, it has the amount I'm gonna click next.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I see that it was updated. Yes, ma'am. You did that correct.
[CUSTOMER][NEUTRAL] Yes, and let me submit.
[CUSTOMER][NEUTRAL] And then let me print the page.
[CUSTOMER][POSITIVE] Yes, it seems like this one went through with no problem.
[AGENT][POSITIVE] Good, I'm glad.
[CUSTOMER][POSITIVE] Well, this is so much easier than mailing the check. I see, I never knew that we could do this.
[AGENT][NEUTRAL] It is. It really is.
[AGENT][POSITIVE] Yes, it's very, it's more convenient for you as well.
[CUSTOMER][NEUTRAL] Yes, so let me, let me now do the uh [PII] close here April.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Seem like this one went through as well.
[AGENT][NEUTRAL] It did. Both of them went through. I'm looking at it now. You got it scheduled for the [PII]. Yes, ma'am. It went through.
[AGENT][NEUTRAL] We got those payments.
[CUSTOMER][POSITIVE] Uh, I thank you so much for your help.
[AGENT][POSITIVE] You're welcome. You're welcome, [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Yes, thank you, thank you so much and this is how I'm gonna do it from now on, it's so much easier.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure. Well, if you ever need anything, you just let us know, OK?
[CUSTOMER][POSITIVE] OK, thank you. Thank you very much. You have a nice weekend.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too, [PII]. Thank you so much.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you, bye bye. Bye.
[AGENT][POSITIVE] You're welcome.