AccountId: 011433970860
ContactId: 45940c8a-3fbe-4341-894e-50a85e7c8c2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 814500 ms
Total Talk Time (AGENT): 325143 ms
Total Talk Time (CUSTOMER): 204126 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/45940c8a-3fbe-4341-894e-50a85e7c8c2e_20241230T18:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Molero Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm doing fine, [PII]. How are you? Thank you for asking.
[CUSTOMER][POSITIVE] Doing well thank you yeah it's been crazy time of year.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, I've got, um, so they just called earlier, um, it's a group admin and the agent are both on the line um they tried making a payment earlier I tried uh transferring them and I guess they had a they needed to call back with the correct card uh so they're back now trying to make the payment for an invoice.
[AGENT][NEUTRAL] OK. What's the group number?
[CUSTOMER][NEUTRAL] It is 267-82 and I said initially the payment was reversed um so I guess I needed to just make it over the phone.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And you verified everything?
[CUSTOMER][NEUTRAL] Yes, and it's um [PII] the agent and [PII] are both on the line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you can send them on. I will see what I can do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, did you need the invoice number?
[AGENT][NEUTRAL] Um, they're trying to pay the January invoice?
[CUSTOMER][NEUTRAL] Um, it's 637-639-2. I think it's December's.
[AGENT][NEUTRAL] Uh, the Decembers, it's already been paid and they can't pay it again, so over the, um, on the online service, so I can help them with that. That's not a problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Got you alright well thank you.
[AGENT][NEUTRAL] And you've got a good callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it is uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And you said you got married and the agent on the phone?
[CUSTOMER][NEUTRAL] Right, [PII] and [PII] are both on the on the line.
[AGENT][POSITIVE] OK, I can help him with that. Thank you, dear.
[CUSTOMER][POSITIVE] All right, thank you, bye bye.
[AGENT][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Good afternoon. This is [PII] in group billing. Um, I, I understand I have [PII] and [PII] on the phone, is that correct?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] That's right. You got a double duty on, on the phone.
[AGENT][NEUTRAL] That's all right. I can help you. Um, and I understand a good callback number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] And what can I do for you? I just said that you're trying to make a payment, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes, she's trying to make a payment.
[AGENT][NEUTRAL] OK. Hold on just a moment.
[AGENT][NEUTRAL] I've got to log back in. It logged me out and I do apologize.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Great thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and um you're trying to make a payment on the December invoice, is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, OK, I am showing that that December has been paid.
[CUSTOMER][NEUTRAL] Um, that's not what we were told. We were told that it was reversed. Then she put updated the banking in the portal. When was it showing paid?
[AGENT][NEUTRAL] OK, hold on just a moment, let me see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on just a moment. I'm looking to see what's going on with it, OK?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Hold on just a moment. I do apologize. I wanna make sure that I get the correct information and that we're not double charging or anything.
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] Because I'm showing that we received a payment on the [PII] and you said that it was reversed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It did not have the correct banking info, which is why we're calling you. We were given correspondence from AM public that they needed to call in a payment and that she needs and [PII] needed to go into the portal and correct the banking, which she did today. She corrected the banking for future EFT payments, but apparently December's was reversed because it did not have the right banking and we needed to call in a payment.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you, so.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me make sure I'm looking to see what we have.
[CUSTOMER][NEGATIVE] I mean, I mean, I got, you know, we wouldn't have even been calling you if we weren't contacted by the company.
[AGENT][NEUTRAL] I I understand. I just wanna make sure I got all my documentation as well.
[CUSTOMER][NEUTRAL] Yes, I get it, but I mean, you should see that even though it shows a payment posted that there was no payment. [PII] is the person that reached out to me.
[AGENT][NEUTRAL] OK, so, OK.
[AGENT][POSITIVE] Uh, we can, we can take care of that. I can help you with that then. You said [PII] sent you an email letting you know that it did not go through. All right. Not a problem.
[CUSTOMER][NEUTRAL] The premium payment was for yeah, [PII] was returned by the bank for no account cannot locate. Please do the attached instructions to pay the amount due, um, yeah, so we're calling you to pay it.
[AGENT][POSITIVE] OK, I can help you with that. That helps me right there.
[CUSTOMER][NEUTRAL] She.
[AGENT][NEUTRAL] All right. So, let's see. So you're wanting to make a payment of 48502.
[AGENT][NEUTRAL] For the December invoice replacement.
[AGENT][POSITIVE] All right. All right. I got you. Let me get that up again.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] For some reason it likes to log you out and.
[AGENT][NEUTRAL] OK. My name is [PII].
[CUSTOMER][NEUTRAL] What was your name again, ma'am?
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so we're gonna make a.
[AGENT][NEUTRAL] Let, let me get that entered here.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] All right, for the November.
[AGENT][NEUTRAL] I mean, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 6782.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Let me get all this information and I do apologize.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I am ready for the card number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] 3225.
[CUSTOMER][NEUTRAL] 353 1
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna repeat that so we'll make sure we got it all [PII].
[AGENT][NEUTRAL] 353 1.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the name on the card, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] S C H.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] U L T Z
[AGENT][NEUTRAL] [PII] All right, [PII]. And the expiration date, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the, um, security code, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code associated with that card, please.
[CUSTOMER][NEUTRAL] All right, hold on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. One more time, I do apologize. I, I mean, I, I, I'm having a hard time, um, with my phone.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so we're making a payment today to for a replacement on.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] December for 48502.
[AGENT][NEUTRAL] With the card ending in [PII].
[AGENT][NEUTRAL] Expiration date [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK. Thank you so much. I do apologize.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment and I will get you that uh authorization code.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And that authorization ID is 071513.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII] and I.
[CUSTOMER][NEUTRAL] So that.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] We're all set, right?
[AGENT][POSITIVE] Yes ma'am, and that would take care of the replacement funds for this [PII] and um [PII] and [PII], are there anything else that I can help you out with today?
[CUSTOMER][NEUTRAL] or anything else.
[CUSTOMER][NEGATIVE] No thank you no
[AGENT][POSITIVE] All right, well thank you all for calling APL and you have a wonderful day and a happy New Year's.
[CUSTOMER][POSITIVE] OK you too bye [PII]. OK, bye guys have a happy New Year. Bye bye bye thank you bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] You too, ladies. Thank you. Bye-bye.