AccountId: 011433970860
ContactId: 44b67309-92ae-47ab-b122-0c6f8837870d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 616270 ms
Total Talk Time (AGENT): 254045 ms
Total Talk Time (CUSTOMER): 240461 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/44b67309-92ae-47ab-b122-0c6f8837870d_20250331T15:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from the HR Law Group. We are a new group for APL, and um I was received an email with the group ACH debit authorization which I um automatically returned with the information requested and I am in the portal for the APL for our account and I don't see that they have, um, added the account for payment.
[CUSTOMER][NEUTRAL] I don't know when if you have any records of when that's going to be due. I know that there's already an invoice in place, but I didn't wanna add something when I already had submitted the the form.
[AGENT][NEUTRAL] OK, so I am so sorry, could you just give me your name again?
[CUSTOMER][NEGATIVE] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No [PII]
[CUSTOMER][NEUTRAL] And last name [PII]
[AGENT][POSITIVE] OK, thank you, [PII] and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] I'm gonna give you my cell number [PII].
[AGENT][NEUTRAL] OK, thank you and you're calling uh regarding an email you received, is that correct? And you, you said that.
[CUSTOMER][NEUTRAL] Well, I no, I received, no, I received an email with, uh, to fill out an ACH debit authorization for our bill now in April. I did that, but I logged in into the APL portal, the website, and I don't see that account in my manage payment account.
[AGENT][NEUTRAL] And you did that
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, you don't see that.
[CUSTOMER][NEUTRAL] So I don't know if I should add that account or I didn't wanna do it because last time that I spoke to somebody from APO they told me no if you already sent it leave it like that they're gonna do it but I wanna make sure because I have an invoice that's going to be due now in April and I wanna make sure that they deduct it like for automatic payments.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It does
[AGENT][NEUTRAL] OK, so, um, alright, so I can, I can help you with this list but what I'm gonna need to do first is to pull up the group's information and I'll need to verify several things with you.
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] First for security. So what is your group number please?
[CUSTOMER][NEUTRAL] The group number is 27005.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The first off listed, um, if you could please verify the group and the address.
[CUSTOMER][NEUTRAL] The group address is [PII].
[AGENT][NEUTRAL] OK, thank you and then your email address please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And the last thing would be the uh
[AGENT][NEUTRAL] Well, well, actually, your phone number is the number. No, you, I was gonna verify the phone number, but the phone number we do have on file is your phone number. OK. Yes, ma'am. So give me just a moment to look at a few things, please.
[CUSTOMER][NEUTRAL] The name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My cell number mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And now, when did you submit the ACH information?
[CUSTOMER][NEUTRAL] This was submitted on [PII].
[AGENT][NEUTRAL] OK. And then how did you send that in?
[CUSTOMER][NEUTRAL] It was sent through email.
[AGENT][NEUTRAL] Did you email it or?
[AGENT][NEUTRAL] And what email address did you send that to?
[CUSTOMER][NEUTRAL] Yeah, it was by.
[CUSTOMER][NEUTRAL] Give me 1 2nd, let me just send it here 1 2nd.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] Actually, um, it was, um.
[CUSTOMER][NEUTRAL] Uh, it says you're done signing AP authorization form, I guess it was like um.
[CUSTOMER][NEUTRAL] An online thing.
[CUSTOMER][NEUTRAL] Like a DocuSign type deal.
[CUSTOMER][NEUTRAL] On 326.
[AGENT][NEUTRAL] OK, now we do not do automatic bank drafts for group level invoicing.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Not even for ACH because then what is this for?
[AGENT][NEGATIVE] Well, that's what I'm not sure what you received. Um,
[CUSTOMER][NEUTRAL] Are you trying to?
[AGENT][NEUTRAL] Did you receive that from our billing department, [PII]?
[CUSTOMER][NEUTRAL] Hold on, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, it was um.
[CUSTOMER][NEUTRAL] It was actually, yeah, from you guys.
[CUSTOMER][NEUTRAL] Created on [PII] by a deed holder.
[CUSTOMER][NEUTRAL] Which is [PII].
[AGENT][NEUTRAL] OK, what I'm gonna do then, I'm gonna connect you with one of the members of our actual billing team.
[AGENT][NEUTRAL] Um, since you said that you submitted that, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that they can further assist you with that since you're getting ready to list that. And I will let them know that everything has been verified, so you're not gonna have to do that again. But before I do transfer you, is there
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Anything else that I could help you with?
[CUSTOMER][NEUTRAL] No, no, I just need to know if I need to pay this invoice or how is it gonna be done on a monthly basis, things like that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yes, ma'am. Well, I'll be happy to connect you with someone. So if that is all I can help you with, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you again for calling APL and I hope you have a wonderful day. Yes, ma'am. You're welcome. One moment.
[CUSTOMER][POSITIVE] Thank you likewise.
[AGENT][POSITIVE] Uh, thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII]. It's [PII] again. Are you the only one over there?
[CUSTOMER][NEUTRAL] Apparently.
[AGENT][NEUTRAL] Did I?
[AGENT][NEUTRAL] OK, well, sorry, but I, I have another admin on the line. Um, it's with group, this is actual admin though, 27005.
[CUSTOMER][NEUTRAL] Apparently so.
[AGENT][NEUTRAL] The Haar law firm.
[CUSTOMER][NEUTRAL] Uh, OK. OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That she had received an email about completing.
[AGENT][NEUTRAL] And this is me, so I, I, uh, if you can explain it to me, but she was receiving an email. She says it has [PII]'s name on it, which, OK, but it was about completing the ACH information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which she says that she did and sent that back, but when she's logged into the OSC she doesn't see that information there.
[AGENT][NEUTRAL] And she knows that the group has got an invoice to be paid.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So she has some questions on that.
[CUSTOMER][NEUTRAL] Yeah, there's she mm we don't and I, I don't know what email it sent out, but we don't enter bank information for the groups.
[AGENT][NEUTRAL] And future billing.
[AGENT][NEUTRAL] So I don't, I don't, yeah.
[AGENT][NEUTRAL] So, yeah, I was confused on that. OK, so does she have to just enter that each month when she initiates a payment? Like if she logs into the OSC? Yeah. Mhm.
[CUSTOMER][NEUTRAL] Um, but you can send it to me.
[CUSTOMER][NEUTRAL] The bank information?
[CUSTOMER][NEUTRAL] No, once she enters it the first time it saves it in her account.
[AGENT][NEUTRAL] OK, so I guess, so her question's then gonna be because she did complete this form, she said, and send it back?
[AGENT][NEGATIVE] Which, uh, I don't see any anyway. I, I, I, she threw me when she said all that because I didn't.
[CUSTOMER][NEUTRAL] Yeah, I don't know why
[CUSTOMER][NEUTRAL] Yeah, I'm not really sure why.
[AGENT][NEUTRAL] That's the first time anyone's told me that.
[CUSTOMER][NEUTRAL] Yeah, again, I'm not sure what email it he sent out as far as completing that because we don't enter the bank information for groups they.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They, they have to do it. Um.
[AGENT][NEUTRAL] They have to enter it into the OSC, right?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, alright, well, if, if her phone number though is the one that's in line for the group and again it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is fully verified, and this is [PII] out on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Well, thank you again, [PII].
[CUSTOMER][NEUTRAL] You can send it to me.
[AGENT][POSITIVE] All right, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.