AccountId: 011433970860
ContactId: 3ae61409-229f-45a9-8c0b-89bb77eb1989
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425220 ms
Total Talk Time (AGENT): 157299 ms
Total Talk Time (CUSTOMER): 209345 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/3ae61409-229f-45a9-8c0b-89bb77eb1989_20250625T21:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, good afternoon. I'm calling about some invoices that I, I got an email I need to take care of. Uh, can I give you my group number please?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's 25073, and my name's [PII]. You should have a Marine Healthcare.
[AGENT][NEUTRAL] OK. May I have the address and the email address on file?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. I'm in [PII]. I'm sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the email address on file?
[CUSTOMER][NEUTRAL] OK, oh, the, sorry about that, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. Thank you.
[CUSTOMER][NEGATIVE] End of the day trying to get everything fixed.
[AGENT][NEUTRAL] OK, I understand. Alright, and how may I assist you with those invoices?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I typically pay online, but it looks like you guys changed your online service, so I've gotta read, I guess set it up again as OSC account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh OK. So you need help to set that up?
[CUSTOMER][NEUTRAL] Well, I'm gonna call back for that, but I just wanna pay the bill because I, I thought I just made a payment like about a month ago. I'm showing an invoice.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, looks like I still owe for April and I guess May is what I'm showing here.
[AGENT][NEUTRAL] Um, let me check on that just to make sure.
[CUSTOMER][NEUTRAL] OK, if you don't mind, because typically they, you know, they give me like, uh, anywhere between 630 days or a little more before they send me a cut off or interruption letter.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK. Yes, um, let's see, so.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I think I just made some payment, but it looks like my last payment might have been the end of May. I don't think I made a payment in June looks like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, didn't look like it.
[AGENT][NEUTRAL] OK, so based on the history I'm looking at right now, it looks like um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You will have.
[AGENT][NEUTRAL] January.
[AGENT][NEUTRAL] And then let's see, February.
[AGENT][NEUTRAL] Another one for February.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I'm, I'm way back in February because I, I, I'm showing I paid through March.
[AGENT][NEUTRAL] Yeah, it looks like March is the last payment I see. I'm just seeing two payments for some reason, so I'm not really sure what is that for.
[CUSTOMER][NEUTRAL] OK. Oh, I'm, you've been at, OK, I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like you're due for April right now. April, May and June.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let's do it's all 151 April, May, June is not over, so I'm good with that, but typically it's like what's the cut off when they say that like 45 days or is it down to 30 days now.
[AGENT][NEUTRAL] I believe it's 45. Um, I, I can check with that department and see, but I believe it's 45 days. Um.
[CUSTOMER][NEUTRAL] I'm just curious.
[CUSTOMER][NEUTRAL] like that.
[CUSTOMER][NEUTRAL] OK, so let's, let's, let's do this. The email that they sent me up, they want me to pay April and then the one in May, so I'm showing a due date of [PII]. Well, that is [PII] and 531. So it's three payments at [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I'm ready to make a payment x 3 looks like.
[AGENT][NEUTRAL] With the credit card, OK.
[CUSTOMER][NEUTRAL] That'll be [PII] correct?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, I think.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes, [PII], um.
[CUSTOMER][NEUTRAL] I'm just basing the right, the email I just received this came in on the [PII], and I'm sorry, what's your name again, ma'am?
[AGENT][NEUTRAL] My name is [PII]. um, now bear with me just a minute. Let me go ahead and get you to the right department to take that credit card payment, OK?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, OK. I thought that was the problem. Do you, do you take ACH payments or it's gotta be a credit card?
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] It has to be a credit card.
[CUSTOMER][POSITIVE] OK, that's fine. I'm ready when if you can transfer me hopefully they're still there.
[AGENT][NEUTRAL] OK. All right. Yeah, and they're still there, no worries. OK, one moment, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hey, so, what's up?
[AGENT][NEUTRAL] Hey, I have a group on the line that needs to make a payment.
[CUSTOMER][NEUTRAL] OK, what's the this number.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] And the group number is 25073.
[CUSTOMER][NEUTRAL] OK. And who do we have on the line?
[AGENT][NEUTRAL] I'm Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes and he's making a payment for April and May.
[CUSTOMER][NEUTRAL] 25.
[AGENT][NEUTRAL] He believes it's 453 for all of them 151 each month.
[CUSTOMER][NEUTRAL] OK, I see, I see. Yeah, he has 4 for 2 months. OK, you can go ahead and send him over and is his callback number the one that's on the screen?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Did, did I not get a callback number? Oh my goodness, I, I didn't get one, but yeah, it's more than likely the one in the screen. I'm so sorry. It's the end of the day. I didn't get one.
[CUSTOMER][NEUTRAL] OK. No, it's OK. I'll give you.
[AGENT][NEUTRAL] All right, well.
[AGENT][POSITIVE] Well, here he comes. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye. Thank you for holding and being patient for you, Mr. [PII]. I have Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you can't, you're breaking up is this so still?
[AGENT][NEUTRAL] Yeah, this is so. I'm, I'm transferring you over to the billing department. I got Ms. [PII] on the line, OK? All right. Have a good afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] OK thank you I appreciate it mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII], this is [PII] in the billing department. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing well. Can I complain. I'm just trying to get a payment in.
[CUSTOMER][NEUTRAL] And uh I just got an email from you guys. It looks like I owe for three payments for all of uh let's see 4-19 53 and 531.
[CUSTOMER][NEUTRAL] OK, um, let's see, she did something that you want to put April and May, and I'm showing April the [PII] 4 [PII], and then May [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII], you say [PII]?
[CUSTOMER][NEUTRAL] Uh, no, [PII], the date, um, the billing period. I'm I'm no you're fine. It's been a long day. I got you. So we're doing [PII].