AccountId: 011433970860
ContactId: 44b1231f-d6ba-404f-b23f-05575eacbc68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374000 ms
Total Talk Time (AGENT): 131174 ms
Total Talk Time (CUSTOMER): 142435 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/44b1231f-d6ba-404f-b23f-05575eacbc68_20250507T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling to find out if uh we can pay our bills uh via EFT. Do you have that information?
[AGENT][NEUTRAL] Are you calling from a group?
[CUSTOMER][NEUTRAL] Uh yes. I have a group number 25026.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Give me one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and verify the name of the group and the mailing address, please.
[CUSTOMER][NEUTRAL] It is Orion Orion Investment and Management Limited.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group mailing address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] See, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes. Uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Miss [PII]. Um,
[AGENT][NEUTRAL] You can pay uh.
[AGENT][NEUTRAL] An invoice for the or the invoice can be paid, I guess you can say EFT uh one time on the online service center.
[CUSTOMER][NEUTRAL] OK, so we can do, you know, we can pay it every time you're saying is you can only do it at one time?
[AGENT][NEUTRAL] Oh, I apologize I misspoke, but you know you can pay invoices through the online service center.
[AGENT][NEGATIVE] It's not like an automatic thing to wear, um.
[AGENT][NEUTRAL] It's deducted each time, but you can just pay it through the online service center for each invoice.
[CUSTOMER][NEUTRAL] OK, so there is no autopay that's available, where we can, you know, put in our uh account number, routing number, and, you know, it just takes the payment on the due date or something.
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEGATIVE] No, it's not available.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, so we just have to go to the billing.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Uh, no, ma'am. Um, if you're set up on our online service center, it's at [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] The payment online, is it secured?
[AGENT][NEUTRAL] Yes, ma'am, secured. [PII]. If your group or group admin is set up on there, you'll be able to pay the invoice through the online service center.
[CUSTOMER][NEUTRAL] OK, so EFT is not available.
[AGENT][NEUTRAL] No, ma'am, they don't do automatic payments for groups.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, secured at [PII], uh, you know, like every time we, you know.
[AGENT][NEUTRAL] Secure. A [PII].
[AGENT][NEUTRAL] Yes, ma'am. You can pay. It's secure. [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] So, so every
[CUSTOMER][NEUTRAL] Yes, exactly. So.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You know, the, the, sometimes the problem is, you know, like,
[CUSTOMER][NEUTRAL] Uh, we get this in the, the invoice in the mail, and, you know, sometimes, you know, there's not enough time.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] So, uh,
[CUSTOMER][NEUTRAL] Can you also send the the invoices, you know, um.
[CUSTOMER][NEUTRAL] To us, uh.
[CUSTOMER][NEUTRAL] Online, you know, like via email rather than, you know, through the mail. Is that possible?
[AGENT][NEUTRAL] Um, they can do like electronic invoice, yes ma'am. Uh, we just need an email, um, care team at [PII] and just state that you, uh, like the invoice to be sent via email and they can.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Request the email invoices, uh, what's the, uh, where do we send the request?
[AGENT][NEUTRAL] Uh, you can send an email to [PII].
[CUSTOMER][NEUTRAL] Can you spell that, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Checking out
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII]
[AGENT][NEUTRAL] Yes, ma'am, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, will do.
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][POSITIVE] Well, thank you so much. Um,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And uh if you have additional questions, we'll give you a call back in your [PII] number.
[AGENT][NEUTRAL] OK, um, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you. Have a great day. Bye.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL. Bye.