AccountId: 011433970860
ContactId: 2d2f9ccb-e96f-476b-baa4-8ab509938608
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221119 ms
Total Talk Time (AGENT): 111545 ms
Total Talk Time (CUSTOMER): 69937 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/2d2f9ccb-e96f-476b-baa4-8ab509938608_20250605T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Waveman that I was able to create a new user and log in to the new platform, but where do I go to pay my bill?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, um, I'm sorry, um.
[AGENT][NEUTRAL] Were you with a group or with an individual policy?
[CUSTOMER][NEUTRAL] Uh, this is a group policy.
[AGENT][NEUTRAL] It is a group. OK, so I will tell you, [PII], you would have to re-add um your banking information so under let me give me just a moment I'm actually going to pull up um.
[AGENT][NEUTRAL] A little
[AGENT][NEUTRAL] Guide here so I can see with you.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I think it's up at the top right where you can see your um profile.
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, all it's given me is the ability to log out.
[AGENT][NEUTRAL] There should be a summary you can click. Give me just a moment. I'm sorry, let me look through here.
[CUSTOMER][POSITIVE] Oh now I have it profile yes.
[AGENT][POSITIVE] Oh yes yes um and you should see where you can add.
[AGENT][NEUTRAL] Um, banking information, do you see that?
[CUSTOMER][POSITIVE] I already have, I have a saved payment method in there already.
[AGENT][NEUTRAL] You do have it there? Awesome OK so then let's see, whenever you go to look at your invoices then does it just say there's nothing open?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now I don't see it. I don't know where to go to see my invoices or to.
[AGENT][NEUTRAL] OK, got you, no worries. OK, so, uh, on the left click that little tab that says my group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh and then they're in this excuse me, they're in the center, uh, do you see the option that says invoicing?
[CUSTOMER][NEUTRAL] Oh, there we go.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, and so we can't download our invoice at this time, right? Or any other?
[CUSTOMER][NEUTRAL] Maybe just not this one, OK.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Right, it, yeah, it might take a while for it to populate. Don't, yeah, no, it's perfectly fine. Um, would you like me to send you I have a guide um for this new, uh, website if you'd like me to send that to you I can.
[CUSTOMER][NEUTRAL] I just totally missed that middle part.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Sure, do you want me to just email that to you?
[CUSTOMER][NEUTRAL] Yes, do you need my email address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Like the accountant.
[AGENT][NEUTRAL] OK, that was, let's see. [PII] Is that right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, OK, I'll go ahead and get that sent to you now um and then of course you know if you still have any other questions, more than welcome to give us a call.
[CUSTOMER][POSITIVE] OK appreciate it thank you.
[AGENT][POSITIVE] Alright, you're very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.