AccountId: 011433970860
ContactId: 3de27c3a-d418-4a8d-a48b-25b32f432d60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390220 ms
Total Talk Time (AGENT): 197813 ms
Total Talk Time (CUSTOMER): 110820 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/3de27c3a-d418-4a8d-a48b-25b32f432d60_20250520T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team. I've got Miss [PII] on the phone. She is with group 80128.
[CUSTOMER][NEUTRAL] And her callback number is [PII]. She's been verified and she is inquiring about automatic payments for her group.
[AGENT][NEUTRAL] We don't do automatic payments.
[CUSTOMER][NEUTRAL] OK, I'm gonna let her talk to you so that she can decide what to do from there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to just confirm whether or not we're set up on um ACH or auto pay for our monthly invoices.
[AGENT][NEUTRAL] OK, I can take a look at that for you. I know that we um I know for sure we don't, we don't do any kind of bank draft at the group level, but let me look to see how the last invoice is paid.
[CUSTOMER][NEUTRAL] I'm pretty sure I wrote a check.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Come on, [PII].
[AGENT][NEUTRAL] Yeah, the last invoice was paid by check.
[CUSTOMER][NEUTRAL] OK, so that's the only way to do it?
[AGENT][NEUTRAL] You can do you can send in a check, you can set up an ACH but it's something that you would have to initiate on your end or you can set up an account with our online service center um where you can pay it online.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um, I mean, can I set up ACH then and will that draft the two invoices that are open?
[AGENT][NEUTRAL] Um, it won't technically on our end it doesn't draft on our end. Um, once I send the ACH information to you, you'd have to set that up with your bank and y'all would have to initiate that on y'all's end. It'd be something that you would set up as an automatic payment through your bank.
[CUSTOMER][NEUTRAL] OK, so I see.
[CUSTOMER][NEUTRAL] Right, OK, so I see on your website it says add payment account so that does nothing.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah you can um what that is is you um enter your routing number and your bank account number, but you would still have to go in each month and submit the payment for or submit the invoice for payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, got it alright and then am I so I until I log into the account I'm not seeing invoices is there a way to have them emailed to me each time they.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Come out or do I have to log in to get the because I didn't get them in the mail either.
[AGENT][NEUTRAL] Let's see how it's set up on our end, um, an email, well, the invoices are still being sent out in the mail. It's going to the the mailing address that we have on file, um, and you, the email address that we have on file for you, um, gets an automated email each month when the invoices have, um, been generated and it'll say you can log in now and view your invoice.
[CUSTOMER][NEUTRAL] OK, so I see 2 open invoices.
[CUSTOMER][NEUTRAL] For May
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] I'm assuming that I mean those are have already been generated.
[AGENT][NEUTRAL] Correct, if they're under um if they're under open invoices yeah those are still um outstanding invoices.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so where would I have received that email because I, I haven't seen an email for those two open invoices.
[AGENT][NEUTRAL] Um, it would have been to the email address that we have on file [PII].
[AGENT][NEGATIVE] Uh, I have a feeling we have this spelled wrong.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, [PII] yeah I'm pretty sure we have that spelled wrong, um.
[AGENT][NEGATIVE] We have [PII]. I'm pretty sure that's spelled wrong.
[CUSTOMER][NEGATIVE] That is probably why I'm not getting it.
[AGENT][NEGATIVE] Yes, that extra is not in there. It should not be in there.
[AGENT][NEUTRAL] Alright, um, I don't know other.
[AGENT][NEGATIVE] I'm gonna go back out here and fix it here as well.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] And let's take out that extra E. I wish people would pay a little bit more attention.
[AGENT][NEUTRAL] Um, alright, so that email address has been corrected in our system. Um, I can email those invoices to you if you need them, but if you're able to see them online, um, it would be the same thing, um, and then I also can email you the ACH information if, uh, that is something you wanna set up.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, I just emailed that to you. Um, it also has the other payment options, um, but the, um, ACH information is listed under number 4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good I appreciate it.
[AGENT][POSITIVE] No problem, [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be it thanks.
[AGENT][POSITIVE] All righty. Thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye.