AccountId: 011433970860
ContactId: 1bfa810e-5c71-4bdc-99ec-5c2d00bb9c3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189949 ms
Total Talk Time (AGENT): 52569 ms
Total Talk Time (CUSTOMER): 81677 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/1bfa810e-5c71-4bdc-99ec-5c2d00bb9c3c_20250227T15:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Yes, hi, good morning. I'm sorry, I missed your name.
[AGENT][NEUTRAL] I'm sorry, [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], this is [PII]. How are you?
[AGENT][NEUTRAL] I am fine. How are you?
[CUSTOMER][NEUTRAL] Great, great, thank you. Um, I'm calling because um it seems to be an issue with our account. Uh we are past due 4 months now, and we thought we were um on auto pay on ACH and it looks like, I don't know if it's because your banking information changed or maybe it just wasn't set up properly, in my notes I have that it was set up, but.
[CUSTOMER][NEUTRAL] Um, I could be wrong. Um, so I guess I needed a couple of things. Well, I need to make, uh, some payments so that we can get caught up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and also see if you can help set me up on auto pay.
[AGENT][NEUTRAL] Uh, do you have the group number, Mr. [PII]?
[CUSTOMER][NEUTRAL] If I'm not already
[CUSTOMER][NEUTRAL] Absolutely, um, let me see here.
[CUSTOMER][NEUTRAL] Group number is 17017.
[AGENT][NEUTRAL] 017. Thank you. And the name of the group?
[CUSTOMER][NEUTRAL] It's Los Ranchos.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] You can reach me at [PII].
[AGENT][NEUTRAL] OK, and verify the group mailing address for me, please.
[CUSTOMER][NEUTRAL] And so the mailing address is [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me transfer you to a representative, but give me one quick moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Spring.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] do
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. Um, I have Mr. [PII] calling um for the group. You said they're 4 months behind payment and want to make a, want to know how to catch up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, 17017.
[CUSTOMER][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright [PII], let me pull them up in the OSC real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 17017.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] OK, I got him pulled up so you can go ahead and put him through.
[AGENT][POSITIVE] Awesome, you rock. You have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.