AccountId: 011433970860
ContactId: 200adaf0-c0e2-43c1-9859-4a348019b61a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304829 ms
Total Talk Time (AGENT): 122844 ms
Total Talk Time (CUSTOMER): 118105 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/200adaf0-c0e2-43c1-9859-4a348019b61a_20241230T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][NEUTRAL] I'm OK. How about yourself?
[CUSTOMER][NEUTRAL] Doing all right thank you uh so I've got a well an agent and a group admin on the line um they're needing to make a payment for December they said that their uh invoice it stated that their payment was reversed, so they're calling in to make that payment.
[AGENT][NEUTRAL] Oh, OK, alright, let's see what group is that.
[CUSTOMER][NEUTRAL] Group number is 26782.
[AGENT][NEUTRAL] 26782.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And who you got on the phone?
[CUSTOMER][NEUTRAL] Uh, we have both [PII], the agent, and [PII], the group admin. They're both on the line.
[AGENT][NEUTRAL] Alright, and you want to pay December and the number.
[CUSTOMER][NEUTRAL] Mhm did you need the invoice number?
[AGENT][POSITIVE] Uh, that would be great, yeah.
[CUSTOMER][NEUTRAL] OK, yeah, it's uh 637-639-2.
[AGENT][NEUTRAL] And the number on the screen is the one they they gave for a call back.
[CUSTOMER][NEUTRAL] The callback, yeah, the 3012.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, if you just give me one second to pull up the screen.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] If I could type
[AGENT][NEUTRAL] Dear.
[AGENT][POSITIVE] All right, I'm ready for him whenever you are.
[CUSTOMER][POSITIVE] OK, thank you. Bye bye.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hi, [PII] and [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This is [PII] in the billing department I understand you're wanting to pay on the December invoice.
[CUSTOMER][NEUTRAL] Yes, we were told we have to call it in even though she updated the information in the portal, is that correct?
[AGENT][NEUTRAL] Uh, yes, ma'am. If, uh, let me pull it up real quick. I have group number 26782.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, let me see here.
[AGENT][NEUTRAL] Yes, because it's already been paid in the portal and um she said that I guess that it was returned um I can't open it back up since it's already posted so I can take this payment over the phone and we can get it applied to it.
[CUSTOMER][NEUTRAL] OK, let me know when you need the routing and account number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, actually, I can only take a credit card payment by phone. Would you need to pay it via ACH?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That I cannot do by phone.
[AGENT][NEUTRAL] That could be set up through your bank to be sent over?
[CUSTOMER][NEUTRAL] OK, so what do we do?
[CUSTOMER][NEUTRAL] So she already updated the banking in APLs in your uh in your portal. Is there a way to regenerate the invoice and have it deducted again or I mean, I mean, what's the options here? Do you have a credit card, [PII], you could use or no?
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I don't. I'll have to find out.
[AGENT][NEUTRAL] Well, we do not do auto draft. The payment on the um online service center is set up each month, um, by whomever has access to that on your end that payment gets set up by EFT so it's not an automatic payment.
[CUSTOMER][NEUTRAL] I mean that's a little
[AGENT][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] Right, so she did do that. She, she updated the correct information originally she must have put in the incorrect information by accident, that's why it was reversed. She just updated it in the portal. So tell me, like, I mean, it was like either we send a live check or a credit card, is that what you're telling me?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I at this point, yes ma'am, because that payment posted with the um the wrong uh billing information, it's now no longer available. I can find out if it can be redone, but it wouldn't be, I don't know that it would be able to be done this week if you guys are wanting to do this before the [PII].
[CUSTOMER][NEUTRAL] Do you wanna see if you can get a credit card, [PII]? I mean, tell me, tell me call and ask him.
[CUSTOMER][NEUTRAL] OK, all right, so, uh.
[CUSTOMER][NEUTRAL] Is that gonna be a big deal Mayor you think?
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] If not, the, the ACH definitely be set up through the bank and just let them know to send that payment over to us.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEGATIVE] Yeah, no, it's not gonna work like that. Do you take debit cards?
[AGENT][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK, [PII], I'll call you back.
[CUSTOMER][POSITIVE] OK, alright, we'll call you back alright.
[AGENT][NEUTRAL] OK.