AccountId: 011433970860
ContactId: 39e70be7-ed80-44fb-9e76-149769e0308a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525200 ms
Total Talk Time (AGENT): 196894 ms
Total Talk Time (CUSTOMER): 275884 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/39e70be7-ed80-44fb-9e76-149769e0308a_20250623T19:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Millette Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you doing?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] Uh, I'm doing great. Um, I have a broker on the line and she is wondering if her group can pay um over the phone, and I told her I was gonna pay I sent her the, um, one shooter that we have that um just has all the different types of payments that they can do um just while if they're having an issue with the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh I see, but I wasn't sure about the over the phone, so I was curious if you would be able to speak with her.
[AGENT][NEUTRAL] They will be able to pay on on the line, I mean, be able to pay online or they can pay by phone only by credit card.
[CUSTOMER][NEUTRAL] OK, so it's just credit card and that's that's it.
[AGENT][NEUTRAL] Just credit card, that's it.
[CUSTOMER][NEUTRAL] OK, um, OK then, uh, do, do you wanna speak with her or do you want me just to handle it I guess?
[AGENT][NEUTRAL] Uh, well, I mean, that's up to you.
[AGENT][NEUTRAL] I mean, that, that's the only thing that I.
[CUSTOMER][NEUTRAL] OK, I'll pass her along just in case she.
[CUSTOMER][NEUTRAL] Yeah, and I'll pass her along and then that way if she has any other more billing questions, um, because I, I was on, I've been on the phone with her for about like 10 minutes just answering other questions and so she was just curious about the billing so.
[AGENT][NEUTRAL] OK, um, who is this on the phone?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And what group is she asking about?
[CUSTOMER][NEUTRAL] It is group 11751. Um, she works with benefits broker.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the group is the greater Pueblo chamber.
[AGENT][NEUTRAL] OK. And, um,
[AGENT][POSITIVE] What's a good callback number just in case.
[CUSTOMER][NEUTRAL] Is it be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And have you verified everything?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know what you mean by have I verified everything.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I'll, I, I'll handle it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect I'll introduce you and then I'll jump off the call OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] [PII], are you still there? I am, yes. OK, perfect. I have Melet on the phone with you um I'm gonna send you over once again just so that one cheater of how to pay um the different payments but she can talk to you about paying over the phone, OK? OK, thank you, of course. OK.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. I understand that a good call back number for you is [PII] and um.
[AGENT][NEUTRAL] The group that you were calling about is [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and she said that you were wanting to know about payment over the phone, is that correct?
[CUSTOMER][NEUTRAL] Um, well, the groups behind, of course, um, May and June they owe for sure right now, um, and they just had a new group admin, um, come into play. She is set up as the contact for the group, but I know she hasn't registered yet on the new portal. um, I just registered for our own agency last week because I didn't realize there was a new portal, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I didn't know what options were available to them to get a payment in, so they, they don't get canceled.
[AGENT][NEUTRAL] Oh, OK. I can help you with that. That is not a problem. So, um, [PII], can you verify their address, please?
[CUSTOMER][NEUTRAL] And so I was wondering if.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Um, yes, let me get in here on one other program of mine.
[CUSTOMER][NEUTRAL] And then [PII] was gonna email me the invoices for them, um, let's see.
[CUSTOMER][NEUTRAL] Sorry, their address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And can you give me the contact on that?
[CUSTOMER][NEUTRAL] Um, her, her name is, um, [PII].
[AGENT][NEUTRAL] OK, and do you by chance have her email address?
[CUSTOMER][NEUTRAL] Um, yes, I can get that as well. Let me get in on one of my emails.
[CUSTOMER][NEUTRAL] Sorry, so her email.
[AGENT][NEUTRAL] That's OK. That's OK.
[CUSTOMER][NEUTRAL] Um, her email is [PII].
[AGENT][NEUTRAL] OK, thank you so much uh for verifying all of that. OK, so [PII], what she can do she can pay online.
[AGENT][NEUTRAL] They can go online and register. She would have to be the one to register because she is the contact person and she would go on there and she would register and they can pay online and if they do pay over the phone, the only option is credit card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Credit card.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] But they can't pay credit card online.
[CUSTOMER][NEUTRAL] OK, so online has to be the uh banking info and then over the phone can be a credit card, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So, I mean,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But I mean if she goes online and registers she would be able to.
[CUSTOMER][NEUTRAL] OK, yeah, I'm gonna.
[CUSTOMER][NEUTRAL] Do it just get all that.
[AGENT][POSITIVE] To do that as well, yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah, I'm trying to get her all the information in in one email so that she can do that um.
[AGENT][NEUTRAL] I, I understand.
[CUSTOMER][NEUTRAL] Alright, if they do decide to, you know, get this one, the one, the 2 months' worth paid um by phone until she can get registered, um, what's a good phone number that she could call in to do that?
[AGENT][NEUTRAL] She can call in the [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] All right, I'm gonna get her all of this now and then um.
[AGENT][NEUTRAL] And if she when she does go online to register, let her know just to fill out the necessary I mean just the ones that have the red asterisk.
[CUSTOMER][NEUTRAL] Hopefully she'll get the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She don't have to fill all the other information out just the only thing that's required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, just the required information only.
[CUSTOMER][NEUTRAL] OK, so when um you did move, say she did have her access already but um on the old platform but not the new one, does any of that banking info roll over to your new platform or does every group have to read all that?
[AGENT][NEUTRAL] Yes, the banking will.
[AGENT][NEUTRAL] Yes ma'am, the banking will.
[CUSTOMER][POSITIVE] OK, so hopefully that maybe that's already in there, so OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, well I'm gonna send her an email now and um hopefully she can get this taken care of here uh today.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Um, that's all that I had, so I'm gonna get on this right now.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] You too thank you very much.
[AGENT][POSITIVE] You're so welcome. Bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.