AccountId: 011433970860
ContactId: 4381a036-bca7-4826-a1fb-be27aae09a5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408739 ms
Total Talk Time (AGENT): 164744 ms
Total Talk Time (CUSTOMER): 238095 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/4381a036-bca7-4826-a1fb-be27aae09a5d_20250127T20:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] again. I've got, um, hi, I've got Ms. [PII] on the phone. She is contact person for group number 18872.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And she's calling because she received a past due notice and she said that's impossible because they're set up on ACH.
[AGENT][NEUTRAL] Oh, we don't do that.
[CUSTOMER][NEUTRAL] So she is calling to, to talk to somebody about that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, she's on my, she's one of my group, so I'll be more than happy to help her.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it.
[AGENT][POSITIVE] Thanks. Yes, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you have a question about uh overdue notice you received.
[CUSTOMER][NEUTRAL] Yeah, and I think it was you that sent it to me. Hold on one second, um, OK. Hi, sorry, um, [PII], so I'm so confused because we actually just I responded to you too with a copy of the email where I got that we put the um.
[AGENT][NEUTRAL] Yes ma'am, you're one of my groups.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] We put this bill on ACH, uh, so I just emailed that over to you.
[AGENT][NEUTRAL] So we actually don't offer auto pay. The information you updated on the online service center was just so that it was kept in the system so it would be easier to make payments, but we don't currently offer auto pay.
[CUSTOMER][NEGATIVE] But I'm so confused.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, I'm not sure what is about that process because we have several people think that that sets up an ACH it's just storing your information in the system in order to in the future.
[CUSTOMER][NEUTRAL] OK, well I can't do that so all right so I can um.
[CUSTOMER][NEUTRAL] Can you take a payment or do I have to go another way to do a payment?
[AGENT][NEUTRAL] I can take a payment by credit card over the phone, otherwise it would have to be in our online service center.
[CUSTOMER][NEUTRAL] Um, OK, you don't do ACH, you need a credit card. I can get you a credit card. Do you mind, um, holding on for one second because I could break into another office. He's on a call. Alright, hold on one second. Oh, he just came out. Can I have the credit card? It's a long story. I'll tell you when I get off the phone, I promise.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] I don't mind at all.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so we actually use a third party billing if we can't put this on ACH then um.
[CUSTOMER][NEUTRAL] We're going to set you up with the third party billing. It's called Avid Exchange. I'm sure you've heard of it by now. I don't know.
[CUSTOMER][NEUTRAL] So I just wanna pay so this is the only thing is there something else?
[AGENT][NEUTRAL] Possibly.
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] Um, apologize, it broke up. What was that?
[CUSTOMER][NEGATIVE] No, that's OK. It's I have terrible service here. Um, this is the only thing due is there anything else that's gonna become overdue in in any moment like I don't, I guess I'm looking so 1212 1216, so that means I didn't pay the 11 either.
[AGENT][NEUTRAL] Correct. So,
[AGENT][NEUTRAL] Yes ma'am, that one's open and then not that it's passed you by any means, but the the February bill just generated and it was just available today, so it's open too. It's not due yet, but it is open.
[CUSTOMER][NEUTRAL] OK, the bookkeeper is gonna knock my butt out for using this credit card for this, but, um, let's can, can I do, she's just like don't do that, but um I'm gonna do January and February to catch us up and then because it takes almost like 4 weeks to process through that other system, so I just don't wanna keep having to call you back.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh dear.
[AGENT][POSITIVE] Oh dear, I'm so sorry about that. OK, so let me just get this information here.
[CUSTOMER][NEUTRAL] No, no, no, it's just um we just.
[CUSTOMER][POSITIVE] It's, it's so crazy that that's why we so that new system we actually just started in October and so that's why we set everybody up so that there would be no mistakes because it takes so long so.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] OK, so hopefully I think it is in the works. I think that auto pay is in the works but um I just, I wouldn't have a timeline or anything.
[CUSTOMER][NEUTRAL] Um, I have a card whenever you're ready.
[CUSTOMER][NEGATIVE] Oh, you don't need to explain it because we don't offer auto pay either and I hear it all day so I'm not giving you a hard time about that. There's nothing you can do.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm, I'm ready for that card number.
[CUSTOMER][NEUTRAL] I try to keep the misery in my my own self. I try not to share the misery like.
[CUSTOMER][NEUTRAL] Um, OK, so it's a Visa.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] It's good through.
[CUSTOMER][NEUTRAL] [PII]:27.
[CUSTOMER][NEUTRAL] And the code is [PII]2.
[CUSTOMER][NEUTRAL] If you need me to repeat anything let me know.
[AGENT][NEUTRAL] No, ma'am. The last thing I need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] Is what's our zip code over here [PII]480.
[AGENT][NEUTRAL] [PII]. OK, so the two invoices together looks like let me just make sure there was no adjustments.
[AGENT][NEUTRAL] Looks like
[AGENT][NEUTRAL] Yeah, so $1,579.68.
[CUSTOMER][NEUTRAL] I'm sorry, can you say that one more time? 1500.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] $79.68.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once this goes through, I can give you an authorization number, but I can also um send you an email with that receipt if you would like.
[CUSTOMER][NEUTRAL] 68
[CUSTOMER][POSITIVE] Yes, if you could please because she's going to.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm gonna send it to her at 5 though so I can run out the door before she yells at me.
[AGENT][NEGATIVE] Too bad it's not Friday.
[CUSTOMER][NEUTRAL] Oh my God, it has been the most Monday Monday that you can.
[AGENT][POSITIVE] You were so right.
[CUSTOMER][POSITIVE] It really started like right at the go so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the number I have is 079.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 88 G as in
[AGENT][NEUTRAL] Geography.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what email address would you like for me to send that receipt to?
[CUSTOMER][NEUTRAL] And that's it.
[CUSTOMER][NEUTRAL] Um, you can send it to the [PII]A D M I N.
[CUSTOMER][NEUTRAL] At [PII]inthrop House and there's a PB at the end of that for [PII]m Beach.com.
[AGENT][NEUTRAL] Alright, give me one second. Let's see. I pass.
[CUSTOMER][NEUTRAL] Oh, the same one you said that I can't even my brain. I, I just wish it was 5 o'clock. I just need it to be 5.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] All right, so admin at [PII]om. [PII], I apologize, [PII]om, OK.
[CUSTOMER][NEUTRAL] With the policy, yes, please, that's OK.
[AGENT][NEUTRAL] Alright, like, well, like you said, it's Monday.
[CUSTOMER][POSITIVE] Alright, so sorry about that we thought we did the right thing we didn't, but we will catch up to that.
[AGENT][NEUTRAL] Oh no worries, um, we send out those courtesy emails so I mean it is what it is sometimes it happens, but uh that email that receipt via email should be to you soon. And is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] No thank you very much.
[AGENT][POSITIVE] Thank you for calling ATL and I hope you have a great rest of your week and this day is over fast.
[CUSTOMER][POSITIVE] You too. Good. it can only get better, right? Knock on wood. I'll call you Friday and let you know. I'm kidding. Alright, bye bye.
[AGENT][NEUTRAL] Yeah, well, oh, you said it.
[AGENT][NEUTRAL] Alright bye.