AccountId: 011433970860
ContactId: 36a13b92-2211-4b41-a14d-0b1d2827f754
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 562380 ms
Total Talk Time (AGENT): 175123 ms
Total Talk Time (CUSTOMER): 264508 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/36a13b92-2211-4b41-a14d-0b1d2827f754_20250612T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Good morning [PII]. My name is [PII], and I am calling on behalf of Florida Pro Health Inc. Um, I usually pay a monthly invoice online. However, I'm getting an error every every time I try to pay it from the new website.
[CUSTOMER][NEUTRAL] Uh, do you have any other way that we can pay online or does it have to be with a check? Can you take a payment over the phone? What are my options?
[AGENT][NEUTRAL] Have you
[AGENT][NEUTRAL] Have you created a new login?
[CUSTOMER][NEUTRAL] Yeah, I did.
[AGENT][NEUTRAL] OK, um, do you have your group number?
[CUSTOMER][NEUTRAL] And I go to
[CUSTOMER][NEUTRAL] Yes, give me one sec.
[CUSTOMER][NEUTRAL] 269-42
[AGENT][NEUTRAL] OK, and then can you verify the address for your group?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And then what is the email address for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And just in case we're disconnected, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, you can call me on my cell phone. That's where I'm calling from [PII].
[AGENT][NEUTRAL] OK, and so you, you, you're able to log in can you see the invoices or where are you getting an error?
[CUSTOMER][NEUTRAL] Uh yes, I'm here and yes I'm here and I can see the last invoice is 6391385 and uh scheduled to pay on 65.
[CUSTOMER][NEGATIVE] Unless I have this on auto pay and that's why I don't see it and I haven't realized that the payment already went through.
[CUSTOMER][NEUTRAL] But you, you didn't have autopay before.
[AGENT][NEUTRAL] Oh, I don't show.
[AGENT][NEUTRAL] Right, um, I'm not showing you in our new system though, so you did create a new account in the last week?
[CUSTOMER][NEUTRAL] Yes, I did.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][POSITIVE] That's interesting.
[AGENT][NEUTRAL] Yeah, it's um let's just, let's see.
[AGENT][NEUTRAL] You're at [PII].
[CUSTOMER][NEUTRAL] Uh, I am at [PII], yes.
[AGENT][NEUTRAL] Let me see if I can.
[CUSTOMER][NEUTRAL] Maybe it has to do with the broker, since we have a broker, like it shouldn't.
[AGENT][NEUTRAL] No, no, you, you would be the.
[AGENT][NEUTRAL] Really the um
[CUSTOMER][POSITIVE] I I should be the contact, yes.
[AGENT][NEUTRAL] Um, let's see, so, OK, which, which, uh, invoice 6391385?
[CUSTOMER][NEUTRAL] The yeah, the last invoice um that shows there, yeah.
[AGENT][NEUTRAL] OK, that's the one you're trying to pay, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, let's see. Well, it shows it's already paid in full.
[CUSTOMER][NEUTRAL] Let me see a resource center that's welcome.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK, that's what it was telling me that on 65 it was paid, so did you take the information from the previous website and just.
[CUSTOMER][NEUTRAL] Set up auto pay. I, I, I would like to know how that works.
[AGENT][NEUTRAL] OK, so you hadn't.
[CUSTOMER][NEUTRAL] Because I'm here like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You haven't paid it to this point?
[CUSTOMER][NEGATIVE] No, it was telling me that there was a problem with the system.
[CUSTOMER][NEUTRAL] Unless it showed me that it was there was a problem with the system and it's still processed the payment. Let me see something here. Let me go to QuickBooks.
[CUSTOMER][NEUTRAL] Let me put a quick one really quick and see what's on the account.
[AGENT][NEUTRAL] You pay by ACH, is that right?
[CUSTOMER][NEUTRAL] You allow me just a moment.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] And I have the bank information registered on the previous uh.
[CUSTOMER][NEUTRAL] One side so let me see here.
[CUSTOMER][NEUTRAL] Yeah, American Public Life Insurance on 610.
[CUSTOMER][NEUTRAL] OK. Can, can you
[AGENT][NEUTRAL] That's when the payment went through.
[CUSTOMER][NEUTRAL] OK, can, yes, can you, can you see from your end if this is set up to auto pay?
[AGENT][NEUTRAL] Well, I let me see, let me see.
[CUSTOMER][NEUTRAL] Oh, you couldn't see my the the the group before. Can you see it now?
[AGENT][NEUTRAL] No, I can't see it in our admin site. That's why I was a little confused, um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, we're still, there are a few, we still are working out a few other, um, bugs that we've been having, so it's possible that's why, uh.
[CUSTOMER][NEUTRAL] Well, I just want to make sure that the invoice was paid, but if if you have anyone that you can email or or call and and and report this because I would like to see.
[CUSTOMER][NEUTRAL] You know, the, the, the, the website.
[CUSTOMER][POSITIVE] Fully working like.
[AGENT][NEUTRAL] OK, yeah, I
[AGENT][NEUTRAL] Can I place you on a brief hold?
[CUSTOMER][NEUTRAL] I should
[CUSTOMER][NEUTRAL] Go ahead, go ahead.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling ATL. this is can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] on the care team. I was gonna see if you could help me um look at this account on how it paid.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it uh for a group or just uh you have a policy number?
[AGENT][NEUTRAL] Uh, the group is 269-42.
[CUSTOMER][NEUTRAL] 26942.
[CUSTOMER][NEUTRAL] For Florida Pro Health.
[AGENT][NEUTRAL] Yeah, so I'm talking with [PII], the group contact, and she said she was having issues on the new site. She's already created her account. I show, if I'm looking at it right, so the, the bill date invoice 6391385 has been paid in full, correct?
[CUSTOMER][NEUTRAL] Mm, let me see.
[CUSTOMER][NEUTRAL] 26942.
[CUSTOMER][NEUTRAL] Yes, it's been paid.
[AGENT][NEUTRAL] OK, it's do we have autopay capabilities?
[CUSTOMER][NEUTRAL] No, we don't do auto pay for groups, um, we only do those that for individuals.
[AGENT][NEUTRAL] OK, cause she said she was having issues, um, and she never saw that a payment went through, so I didn't know if
[AGENT][NEGATIVE] Maybe I know we've had bugs and everything to work out with a new website. Maybe she clicked something and it actually did go through. Obviously it has because she, it's been paid, but she's concerned because she never saw a confirmation that it paid.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, if she's able to log in, if she can see like the status that it's in where it says paid, um, that can be her confirmation or she can also click on the invoice and um oh when she submitted it, it should have uh sent the or printed a receipt but can't access that um but yeah I mean I guess all you can do is let her know that it was paid in.
[CUSTOMER][NEUTRAL] It's showing paid in our system, so it was submitted, but there are some groups that were having issues or like they were getting an error when they submitted it, um, but it still went through. So I think it's just a bug they have to fix.
[AGENT][POSITIVE] It still went through. OK, OK, OK, perfect. That makes sense. OK, thank you so much.
[CUSTOMER][POSITIVE] No problem bye.
[AGENT][NEUTRAL] OK, thanks, bye.
[AGENT][NEUTRAL] OK, sorry about that yeah I did confirm with our billing department we were having some issues where um which it should be resolved now we we don't have auto pay capabilities yet um but.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's what I thought, so go ahead.
[AGENT][MIXED] Yeah, yeah, we don't, but we had an issue last in the last week or so where people were getting error messages, but the payment actually did go through, so.
[CUSTOMER][POSITIVE] Perfect. That's all I need.
[AGENT][POSITIVE] Um, so you're, you're good on your payment, yup.
[CUSTOMER][POSITIVE] Thank you so much. Yes, I know it was paid, but I was wondering because I, I'm the only one that I talked to the account and it's not that someone is gonna go and be so kind that pay for us, but I, I was just wondering, I'm like, OK, it must have been that it said that the payment could not go through, but it did go through. So if that is the case we're fine. Perfect, thank you so much.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] It did go through, yeah, yeah.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.