AccountId: 011433970860
ContactId: 3731afc1-3b23-4116-a8d5-1461744af3c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315010 ms
Total Talk Time (AGENT): 128719 ms
Total Talk Time (CUSTOMER): 80052 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/3731afc1-3b23-4116-a8d5-1461744af3c2_20250530T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Good, I have a contact with a group on the line. She just needs to make a payment for the group.
[AGENT][NEUTRAL] OK, um, what's the group number?
[CUSTOMER][NEUTRAL] Group number is 18823.
[CUSTOMER][NEGATIVE] Should be elite service providers.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] 18823.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, and who do we have on the line?
[CUSTOMER][NEUTRAL] We're talking to [PII].
[AGENT][NEUTRAL] [PII], OK, and is her callback number, the one ending in [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is. Uh-huh.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] Alright, I'm just gonna let her know I'm transferring her one moment please.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I understand you're calling to make a payment. Is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Alright, I'm just getting that information pulled up and give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and uh which invoice did you wanna pay? I see April, May and June, um, available April and.
[CUSTOMER][NEUTRAL] It's April right now. April.
[AGENT][NEUTRAL] April, OK.
[AGENT][NEUTRAL] Alright, and I'm showing that amount as $4,679.22. Is that correct?
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] See that information entered 46 79 22.
[AGENT][NEUTRAL] And that is invoice number 6384767.
[AGENT][NEUTRAL] All right, and I'm ready for that card number.
[CUSTOMER][NEUTRAL] Well, it's gonna be uh uh check by phone.
[AGENT][NEUTRAL] OK. Um, we can only do a credit card or debit card over the phone. Um, if you would like to pay like via ACH, um, you'll have to pay that through the online service center. Do you have an account set up?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] OK, I tried to and I can't um pay anything.
[AGENT][NEUTRAL] Um, what are you seeing when you log in?
[CUSTOMER][NEUTRAL] Uh, when I log in, I get it goes to my billing and I, um, and my employees recent activity.
[CUSTOMER][NEUTRAL] It's got contact us admin guide help log out my account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you go to my account and just verify that um you have uh your account routing number set up? I'll check that too.
[CUSTOMER][NEUTRAL] Payment account, yes, it's there.
[AGENT][NEUTRAL] OK, I see that. And uh do you see um where you can go to like my billing or the home screen um you should be able to view your invoices um are you able to see that screen?
[CUSTOMER][POSITIVE] Yes, I can do that.
[AGENT][NEUTRAL] OK. Um, when you click on your April invoice.
[CUSTOMER][NEUTRAL] OK, let me get those again.
[AGENT][NEUTRAL] And make sure you don't click in the print column, just click like um where where it turns blue, um, click that and then it'll take a second and you'll see billing details and a drop down with all of your employees. Just let me know when you see that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see that.
[AGENT][NEUTRAL] OK. And do you see in that blue strip where it says submit invoice?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][POSITIVE] Yeah, that's how you'll pay for it.
[CUSTOMER][NEUTRAL] Let's see, OK, click submit invoice, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it went through, looks like.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That's it. I appreciate it.
[AGENT][POSITIVE] No problem. It was a pleasure assisting you. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye bye.