AccountId: 011433970860
ContactId: 2f05d00f-0b3c-462d-b818-3b0efcc18aeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1145760 ms
Total Talk Time (AGENT): 522065 ms
Total Talk Time (CUSTOMER): 330399 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/2f05d00f-0b3c-462d-b818-3b0efcc18aeb_20250625T12:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][POSITIVE] Yes, good morning. How are you?
[AGENT][POSITIVE] I'm doing fine, thank you. I'm uh how are you?
[CUSTOMER][NEUTRAL] Good good thank you for asking um I need you to do me a favor. I'm calling referring uh my accountant uh my accounting manager is.
[CUSTOMER][NEUTRAL] Oh, for vacation and I'm trying to make a payment but I couldn't find the information. Can I give you my group number or the invoice number please?
[AGENT][POSITIVE] Sure, I can help you with that. And what is your name?
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] OK [PII], um.
[AGENT][NEUTRAL] And what's a good callback number for, for you, please?
[AGENT][NEUTRAL] Just in case we get disconnected.
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Sure, sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, [PII]. Thank you so much, [PII]. And what is that group, and what is that group number?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] 2386.
[AGENT][NEUTRAL] 263-86.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, [PII]. So you're calling because you're trying to get online and make a payment, is that correct?
[CUSTOMER][NEGATIVE] Yeah, my account is like I say, uh, an emergency out the country and I need to figure out all these payments.
[AGENT][NEUTRAL] OK, I can help you with that. OK, so, uh, let me see.
[AGENT][NEUTRAL] Um, [PII], can you verify, um,
[AGENT][NEUTRAL] The address that we have on file for this group, please.
[CUSTOMER][NEUTRAL] OK, Scaly Group Enterprises [PII].
[AGENT][NEUTRAL] OK, thank you so much and can you verify the email address that we have on file please?
[CUSTOMER][NEUTRAL] Uh, it should be my [PII], uh, [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [PII], uh, yeah, [PII].
[AGENT][NEUTRAL] OK, she is the one that I have as our contact.
[AGENT][NEGATIVE] And it doesn't look like uh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] An account has been created for you.
[CUSTOMER][NEUTRAL] Well, and the owner of the company.
[AGENT][NEUTRAL] On, on our own. Mhm.
[CUSTOMER][NEUTRAL] And I'm the one who paid this. Jan is not working anymore with us, no longer in this company, so it's up to you or we change the company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine. That's not a problem. That's not a problem. I mean, I just wanted to make, I just wanted to make sure, I mean, just to let you know that there has not been an account but that an account has not been set up. So you're saying you that is not with you, with y'all anymore, is that correct?
[CUSTOMER][POSITIVE] OK, I appreciate that.
[CUSTOMER][NEUTRAL] It's OK, it's OK.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] [PII], is there any way that you can send us an email letting us know that [PII] is not there anymore and who the contact person needs to be and then once we get that in.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, I would do it. Can I give you?
[CUSTOMER][NEUTRAL] I can give you my email then you can require the information. I reply one on the new information if you want.
[AGENT][POSITIVE] I really need it in, I really need it in writing. I can't make any changes without that. I do apologize.
[CUSTOMER][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] No, like I said, you, I can give you my email. I can give you my email and you can request that information.
[CUSTOMER][NEUTRAL] And I've replied to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because I've been sending emails to [PII] and no answer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that's the, uh, if you need to, if you can send it to our care team.
[AGENT][NEUTRAL] It's care team at AM Public.
[CUSTOMER][NEUTRAL] Mm, can you do me a favor? Can you, can I give you my email you send it to me please?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I replied to you and if you want you can send me a form to for payments. I can put on automatic payments because I'm trying to see here in my Bank of America what name we're supposed to send the payment but I couldn't find it.
[CUSTOMER][POSITIVE] And we can make you happy for for the your company and my company. What do you think?
[AGENT][NEUTRAL] OK. Um, now, I can, I mean, if you're wanting to make a payment online, I can take a credit card payment online.
[AGENT][NEUTRAL] I mean, uh, over the phone.
[CUSTOMER][NEUTRAL] I used to
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If that's something that you want to do.
[CUSTOMER][POSITIVE] Let's do it and you send me, yeah, yeah, I wanna be on, on, I mean on time with my account so I can give you the number now and then.
[CUSTOMER][NEUTRAL] You send me the form and I fill it out and I put my, I don't know if you guys do the ACH account debit automatic or what is the best way.
[AGENT][NEUTRAL] OK, that's something that you would have to create with your your, your bank. I can send you a payment flyer and let you know um how to do that that has some banking information on there to set up an ACH on that. But if you, when you do set up an A when you do set up an ACH for your group, if you'll include your group number so that we can have that information on there.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um, to identify your, to identify your group.
[CUSTOMER][POSITIVE] Sounds good for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, [PII], what is your email address so I can send you this information and then you can, um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And I'll, I'll get that information to you, um, because right at this moment, I am showing that there are.
[AGENT][NEUTRAL] The April, May, June and July now we just sent out the June July invoices, but the April, May and June invoices is outstanding.
[CUSTOMER][NEUTRAL] Wow, huh, that's why she's no longer in this company, you see?
[AGENT][NEUTRAL] I understand.
[AGENT][POSITIVE] I do apologize, but that yes sir, that's, we do show that those invoices are outstanding.
[CUSTOMER][NEUTRAL] Oh, by the way, you can send me the statement or the email because they only can find it here is.
[CUSTOMER][NEUTRAL] The one invoice ending in 113.
[CUSTOMER][NEUTRAL] 113 we should say it's June.
[CUSTOMER][NEUTRAL] According to her, everything is paid. I only do $703.99 for you.
[AGENT][POSITIVE] OK, the 113, OK. And then you still, we're still looking at the April and May that are outstanding.
[CUSTOMER][NEUTRAL] It would be nice to send all the information for me and I put my account on there, but according to her.
[CUSTOMER][NEUTRAL] Like I said, it's only [PII] for 703, but if I owe that money, pretty sure I paid, don't worry.
[AGENT][NEUTRAL] OK. Um, again, like I said, if they, if you wanted to get that, uh,
[AGENT][NEUTRAL] Uh, credit card payment over the phone.
[AGENT][NEUTRAL] That's the only way that we could be able to, I mean, that's if you wanted to get those called up or.
[CUSTOMER][POSITIVE] Yeah, I can do.
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] I mean that's, it's entirely up to you that once we get the information.
[CUSTOMER][NEUTRAL] No, no, I want
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Let's do it this, um, let's do it this like I said, according to my accounting report and the bills that I have it here, I only have pending June. So let's pay one month and you send me the, the information that I had do more invoices. I can check that manually or and then I call you and uh we can send all the rest of the payment.
[AGENT][NEUTRAL] OK, so you're wanting to pay, you're saying you're wanting to pay just the June invoice?
[CUSTOMER][NEUTRAL] You say you we have a pending April and May?
[AGENT][POSITIVE] April and May is still outstanding, yes, sir.
[CUSTOMER][NEUTRAL] Oh my [PII]. OK, let's do this. You, we pay April and May.
[AGENT][POSITIVE] OK, we can do April and May. Yes, sir, and you'll be fine.
[CUSTOMER][NEUTRAL] And then you send me the report?
[AGENT][NEUTRAL] Yes, sir. Then I'll send you the info I can also send, I'll send you the information that you need to, um,
[AGENT][NEUTRAL] For the payment, or different payment methods and you'll be able to go from there.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, let me get logged in real quick to that.
[AGENT][POSITIVE] All right. Just a moment and we're gonna get that situated for you.
[CUSTOMER][POSITIVE] Don't worry, take your time.
[AGENT][NEUTRAL] And also you once we get this information changed in our system to and the new contact you would be able to go on our uh on our online service center and you can make payments that way as well if that's something that's.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] No way. You guys have that?
[AGENT][POSITIVE] Yes, sir, we do.
[CUSTOMER][POSITIVE] Perfect, perfect. Just, I save time with that, so send me that information too, and I will do automatic.
[AGENT][NEUTRAL] Right, if you want you, like I said, once you log in and get cre uh create an account, then you'd be able to um.
[AGENT][NEUTRAL] But we have to get that information changed first, so.
[CUSTOMER][POSITIVE] Yeah, yes, I, yes, I do.
[AGENT][NEUTRAL] OK, so we're making a payment today of the [PII].
[AGENT][NEUTRAL] So that'd be 1407-96 for April and May. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] April and May.
[AGENT][POSITIVE] All right. I'm gonna put, I gotta get all this taken care of for you.
[CUSTOMER][POSITIVE] Don't worry, take your time.
[CUSTOMER][NEUTRAL] April May, May wait today the [PII].
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Hm hm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, [PII]. I am ready for that card number, please.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna repeat that to you. So I've got [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what's the name on the card, please?
[CUSTOMER][NEUTRAL] Kelly Group Enterprises [PII].
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You can put [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It would be
[AGENT][NEUTRAL] Uh, um, what's that last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Just a moment
[AGENT][NEUTRAL] We got that. And what's that expiration date, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII] and, and the code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the zip code associated with that card, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII], today we are making a payment of
[AGENT][NEUTRAL] 4 140796 on the card ending in [PII] with the expiration date of [PII] and the code [PII] and the zip code is [PII] and that pays your April and May invoices.
[CUSTOMER][POSITIVE] April and May perfect.
[AGENT][NEUTRAL] All right. Hold on just a moment and I will send, uh, get you that authorization ID.
[AGENT][NEUTRAL] And I can also send you a copy of the.
[AGENT][NEUTRAL] Receipt if that would.
[CUSTOMER][NEUTRAL] Yes, and invoices please.
[CUSTOMER][NEUTRAL] Because I don't have any system here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There we go.
[AGENT][NEUTRAL] All right. So [PII], that authorization ID is 100.
[AGENT][NEUTRAL] 355.
[CUSTOMER][NEUTRAL] OK, doo.
[AGENT][NEUTRAL] And that is the authorization ID and I'll get all that information sent to you um.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I'm gonna go ahead and email a copy of that receipt as well.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I just emailed you that receipt, so.
[CUSTOMER][NEUTRAL] OK, let me see, yeah, I got it here. American pull it.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Wow, I appreciate your help. Now I try to be on time, so please send me the copy of the invoices that I'm paying because I don't have in the record and the information to set up the automatic payment. I appreciate that.
[AGENT][NEUTRAL] OK. Uh, that's OK, [PII]. Um,
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Again, is there anything else? Do you, would you like a copy of the July invoice as well?
[CUSTOMER][POSITIVE] Um, yeah, if you want it, add it to me so I can set up already.
[AGENT][NEUTRAL] I can, uh, I'll just go ahead and write. I'll just go ahead and send you a copy of the April, May since you've already got the June and the July, so you'll have a copy of.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of those and I'll send you our payment flyer letting you know um.
[AGENT][NEUTRAL] On that and again once I once we get the information changed to the new um contact person you'll be able to go online to our um online service center create an account and that way you'd be able to pull up your invoices and um see which one are paid and which ones are outstanding and um.
[AGENT][NEUTRAL] You'll also be able to pay online if that's something that you wanna do.
[CUSTOMER][POSITIVE] Sounds great for me.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No. Thank you for everything. You're so nice and have a good day.
[AGENT][POSITIVE] Mhm. Well, thank you so much and thank you for your patience and you have a wonderful day and I'll get all that information sent to you, OK?
[CUSTOMER][NEUTRAL] OK bye now bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you