AccountId: 011433970860
ContactId: 2017498c-c693-4362-8356-b8ffc7627266
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 687679 ms
Total Talk Time (AGENT): 269224 ms
Total Talk Time (CUSTOMER): 209264 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/2025/03/10/2017498c-c693-4362-8356-b8ffc7627266_20250310T16:05_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], my name is [PII]. um, I am calling about Grasslands Golf and Country Club, um, I am new here. I'm replacing the pass controller and I need to have her removed and I need to add myself and determine how this bill gets paid.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I can help you as far as um getting the previous controller removed and adding yourself. Can you please give me the group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 25923
[AGENT][NEUTRAL] OK, let me look up that group real quick.
[AGENT][NEUTRAL] OK, thank you. Ms. [PII], can you please verify your physical address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your phone number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold I'm gonna transfer you on over to group billing now so they can assist you as far as um having the previous controller removed and what steps you need to take to get yourself enrolled OK? It's gonna be a brief hold thank you so much. I'll let them know you verified your policy so you don't have to do that again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. You have a wonderful day.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], I think, are you the only person in group billing today? Like you didn't.
[CUSTOMER][NEUTRAL] There's only 3 people on the phone. I mean, there's only 3 people that, yeah, we only have 3. The other 2 said there's that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, alright. So, um, I've got Ms. [PII] on the phone. She is calling from group number 25923.
[AGENT][NEUTRAL] And I
[CUSTOMER][NEUTRAL] 25923.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And I have verified the group she is calling because the previous contact person is no longer there and she needs to get that contact person removed and her name added to the group as a contact person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we're gonna need that in writing, but I can tell her that.
[AGENT][NEUTRAL] Oh OK well if you want I could go back and tell her to send an email.
[CUSTOMER][NEUTRAL] Yes, we're gonna need an email because I mean just to have something in writing um to update that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And get that taken care of.
[AGENT][POSITIVE] Oh OK well I'll make sure it happens and they're gonna send it to the care team.
[CUSTOMER][NEUTRAL] Are you sure? Cause I mean, I don't mind telling you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, that way she doesn't have to be transferred again um and it needs to be sent to the care team email, is that right? OK, I'll take care of it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, yes, yes. So, and they will send it to us.
[AGENT][POSITIVE] Not a problem. I got you. OK. Thank you, [PII].
[CUSTOMER][NEUTRAL] They will.
[CUSTOMER][NEUTRAL] Uh, wait, wait, let me double check and make sure just to be, be on the safe side because we wanna make sure we got them taken care of and let me see who is on there.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I don't want nobody to think that I'm not taking the call.
[AGENT][NEUTRAL] No, nobody thinks that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that phone that that one that you sent me a while ago?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She was gone.
[AGENT][NEUTRAL] Oh, I wonder what happened.
[CUSTOMER][NEUTRAL] I don't know. And this is grassling golf and country club.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Because she may be already on there and I just don't want her to do double work, you know what I'm saying?
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] No, we do have [PII] and that's the only one we have. So yeah, um, we supposed to have those in writing just so we can update the, uh, contact information.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. All right. Well, I will make sure I let her know. Thank you, [PII].
[CUSTOMER][POSITIVE] You are so welcome, [PII]. Is there anything else I can help you with today?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, ma'am. You took care of it. Thank you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you, love. You have a good day.
[AGENT][NEUTRAL] You too, bye bye.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] back with you again. I'm sorry you had to wait for a moment. Um, I did contact group billing and
[AGENT][NEUTRAL] I'd rather than transfer you again.
[AGENT][NEUTRAL] I just decided to come back and let you know that you just need to send an email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, with the changes in in the body of the email and I'm gonna give you the email address to send it to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's at
[AGENT][NEUTRAL] The outside [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just send them an email.
[AGENT][NEUTRAL] Yes just send an email stating what you need, the changes that you need, and then we'll take care of it from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you, can you tell, do we have to log in and pay this bill, or is this an automatic withdrawal? Do you, are you able to tell that?
[AGENT][NEUTRAL] Um, just let me get over to that area so I can see.
[AGENT][NEUTRAL] Um, it's gonna be just a second.
[AGENT][NEUTRAL] Let me see if I can see anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Well, it's not letting me see so let me.
[AGENT][NEUTRAL] I'm trying to look in the notes even to see if there was, if you guys are paying, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, it doesn't tell me. Let's see billing, let's see frequency 12.
[AGENT][NEUTRAL] No, it doesn't tell me if there's an invoice though that you need to pay group billing can actually take the payment over the telephone for you if you'd like to do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like to do that?
[CUSTOMER][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] OK, alright, and what's the invoice number just so that I can let them know.
[AGENT][NEUTRAL] And the amount
[CUSTOMER][NEUTRAL] 663 8.
[CUSTOMER][NEGATIVE] 31 I have a staple in the wrong place hang on.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think it says 638-313-9 I believe is what that says.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, oh, I see it's in two places, yeah, 39.
[AGENT][NEUTRAL] And the amount that you're gonna pay.
[CUSTOMER][NEUTRAL] 274 98.
[AGENT][NEUTRAL] OK, brief hold real quick. I'm sorry, Ms. [PII]. I should have just went ahead and let the call go through, but I apologize for that, but we'll get you some help now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Thank you, ma'am. You have a good day.
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] with um the care team. I've got um Ms. [PII] on the phone.
[AGENT][NEUTRAL] She is with group 25923.
[AGENT][NEUTRAL] And she is wanting to pay invoice number.
[AGENT][NEUTRAL] 638.
[AGENT][NEUTRAL] 3139.
[AGENT][NEUTRAL] In the amount of 274.98.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] try to get the payment thing pulled up really quickly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 27498 6334.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that was.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you can go ahead and send her over.
[AGENT][POSITIVE] OK, thank you. Have a good day, [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I'm sorry, what was her name one more time?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][POSITIVE] [PII], OK, thank you.
[AGENT][POSITIVE] OK, you're welcome bye bye.