AccountId: 011433970860
ContactId: 45ef5066-26bf-4d02-8025-4dbb6c1d1f75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 851849 ms
Total Talk Time (AGENT): 316547 ms
Total Talk Time (CUSTOMER): 300569 ms
Interruptions: 9
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/45ef5066-26bf-4d02-8025-4dbb6c1d1f75_20250623T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[AGENT][NEUTRAL] I'm OK. How about yourself?
[CUSTOMER][NEUTRAL] I'm OK. I've been dealing um the last few minutes with a group. I'm gonna give you the group number 22117.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And I have [PII] on the phone I believe he's with the agency excuse me, um, and he was helping [PII], um, which is the group contact um we were working on setting up the LSC.
[CUSTOMER][NEUTRAL] Together and he got through but it's not letting him load his invoices.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we can't they can't, yeah.
[CUSTOMER][NEUTRAL] And so I told them that I could.
[CUSTOMER][NEUTRAL] They can't yet.
[AGENT][NEGATIVE] I mean they can see them but they're not able to download them yet.
[CUSTOMER][NEUTRAL] OK, so we're still working on that?
[AGENT][NEUTRAL] Yes ma'am, but I can send him, uh, invoices. Does it need to be to that [PII]'s email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, so [PII] is on the line and he's, it looks like they're not paid from, it looks like they're paid up until March, so he's ready to pay them like with a credit card or a debit card that he has.
[AGENT][NEUTRAL] OK, so I don't see a dog anywhere on their information.
[AGENT][NEUTRAL] You said he's with the agent?
[CUSTOMER][NEUTRAL] Yeah, let me put you on hold and let me go back to him and just make sure. Give me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey [PII], he's with the agency JS Sherman and Associates.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I just don't know how to, I wouldn't know how to I mean I'm not saying that I just sorry I'm not making any sense. I need to verify him in some way. I wouldn't be able to give him any information about the amount of the invoices or anything like that.
[AGENT][NEUTRAL] Because like the email address we have from [PII] is an Outlook email and I just I can't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I just don't know how to verify him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Yeah, because it's an Outlook address. I can't, I can't verify that he's with the group.
[CUSTOMER][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] If he can give me
[CUSTOMER][NEUTRAL] If you send
[AGENT][NEUTRAL] Like if I get an email from the [PII] address it's it's the the agent's address. I can definitely talk to him but.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Right now I have
[CUSTOMER][NEUTRAL] Like the email address you mean?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] If he can just give me an amount that he wants to pay and I, I mean, I'm like, I can't give him any information I can take a payment, but I wouldn't be able to discuss anything about the invoice, the amount or anything with them.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, give me just a second, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey [PII], he's gonna get [PII] on the phone.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, bear with me. Sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's obviously [PII] is the AOR so he would be able to.
[CUSTOMER][NEUTRAL] To help, just a second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, [PII], um, he's on the phone.
[CUSTOMER][NEUTRAL] [PII], um, you want me to join you and then you can verify that way?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you I appreciate you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Think they just need you on since you're on the account so. Alright, I have [PII] from billing on the phone.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi [PII], how you doing?
[AGENT][POSITIVE] I'm doing well, how about you guys?
[CUSTOMER][POSITIVE] Good, we're good, so.
[AGENT][NEUTRAL] So I apologize for all of the um going around. I just I cannot discuss anything with anyone other than what we have the contact on the account here.
[CUSTOMER][NEUTRAL] But we have what I don't understand is [PII] is on the account.
[CUSTOMER][NEUTRAL] Or isn't it?
[AGENT][NEUTRAL] Uh, well, now he might be on as uh uh from what I see for this particular group is the contact is [PII] and then the agent is [PII], so that's the only information I have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if we put another individual on there that's that's licensed with APL?
[AGENT][NEUTRAL] Um, I can, I can maybe add a comment on here that it's just that it would just be this one group that that comment like that note would be on, is he able to like, is there any other groups that he would be working with?
[CUSTOMER][NEUTRAL] No, it would just be this one. anyway, that, let's not worry about that now. Let's, let's see what we need to to deal with right now, so go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do have 4 open invoices, but July's was literally just generated this past weekend and um they're all 1348 54 each.
[CUSTOMER][NEUTRAL] OK, got you, um, and [PII] was asking about, I know we're talking about it with [PII], but you guys don't have any other way to pay besides credit, debit card, that that's kind of the gist of what we got from all that.
[AGENT][NEUTRAL] Over the phone, yes, but it can also be done online.
[CUSTOMER][NEUTRAL] Well, can he do it he can't do it by draft online?
[AGENT][NEUTRAL] Yes sir, it can be done by draft online and it also can be initiated from the bank and sent as an ACH over to us.
[CUSTOMER][NEUTRAL] Oh, it can be sent as an ACH yeah.
[AGENT][NEUTRAL] Absolutely, tell you what, let me see, let me get your address, [PII], um, what's your email address?
[CUSTOMER][NEUTRAL] It's uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] DEP, I'm sorry [PII].
[CUSTOMER][POSITIVE] Yep correct.
[AGENT][NEUTRAL] OK, I'm going to send you a flyer and it's gonna have all the payment options on there and I will include you on that [PII], let's see here.
[AGENT][NEUTRAL] It's just gonna have all of the um different options.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he's set up now to pay direct pay just pay it online through a paper check or electronic check.
[AGENT][NEUTRAL] Um, an online account would need to be set up by [PII], um, with the group, and then you guys can be added as a user on there.
[CUSTOMER][NEUTRAL] How's he set it right now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but are you talking about his APL account right now is set up now.
[AGENT][NEUTRAL] Uh, well, let me check. I don't know.
[CUSTOMER][NEUTRAL] He's just being billed for it so I think he just he was just resetting it up because of the change to the OS system or something like that I think we're saying so he has to reset up the payments.
[AGENT][POSITIVE] Yes sir we have a new site.
[CUSTOMER][NEUTRAL] OK, OK, all right.
[AGENT][NEUTRAL] Well, all the banking information should transfer over and I do see that he has an online account so he has set up that account.
[AGENT][NEUTRAL] Um, so he would be able to pay that online if he wanted to right now.
[CUSTOMER][NEUTRAL] Yeah, that's what I thought.
[CUSTOMER][NEUTRAL] What's [PII]'s question, [PII]?
[CUSTOMER][NEUTRAL] Um, I mean, he gave me, he, he was asking about the ACH and and how exactly to set it up, um.
[CUSTOMER][NEUTRAL] So he gave me the card to if we wanna just make the payment via that and then set up everything.
[CUSTOMER][NEUTRAL] OK, so, um, if he's already, he's already on the, he can also he's already able to pay via ACH based on how he's set up, is that correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so the what what you're gonna send us just give Zoom instructions on how to do it.
[AGENT][NEUTRAL] Yes sir I'm gonna um I have the payment options and then the new user guide so it shows you exactly where to go on the site in order to make those payments.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect that works and I'll I'll just send that to him and we can go from there.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] Now I'm, I'm happy to, oh yes, I'm happy to take the card if that's what you guys would like to do but um I just wanted to make sure you guys were aware of all of the payment options.
[CUSTOMER][POSITIVE] That was easy enough.
[CUSTOMER][NEUTRAL] OK, yeah, we'll do, we'll do the card and then I'll I'll have him set up the ACH.
[AGENT][POSITIVE] All right, I'm going to send that email. There we go. It should be coming your way.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Would you like to pay 3 or 1, how many invoices were you wanting to pay?
[CUSTOMER][NEUTRAL] I think in arrears. 4 I think, right? 4.
[AGENT][NEUTRAL] There's uh I believe well it's not 4 in arrears, uh, 22117 I think it was 3 that um are due and literally the.
[CUSTOMER][NEUTRAL] And pay all pay.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And when's the 4th 1 due now?
[AGENT][NEUTRAL] It's not due until the [PII].
[CUSTOMER][NEUTRAL] OK, well, go, go ahead, get the, get 3 of them paid. OK.
[AGENT][NEUTRAL] Alright, so that'll be a total of $4,045.62.
[CUSTOMER][NEUTRAL] And then we'll be they'll be current.
[AGENT][NEUTRAL] Alright, let's see 62.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just get this information changed over here.
[AGENT][NEUTRAL] For all 3 invoices.
[AGENT][POSITIVE] Alright, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] Um, that is [PII].
[AGENT][POSITIVE] Alright, as soon as I have this processed I'll have an authorization number for you.
[AGENT][NEUTRAL] And then I can also send a receipt to both [PII] and yourself if you'd like.
[CUSTOMER][POSITIVE] OK, that would be great.
[AGENT][POSITIVE] Awesome. OK, let's see here.
[AGENT][NEUTRAL] It's still processing sorry.
[AGENT][NEUTRAL] All right, here we go. It is 004.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] 197.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII] by chance did you receive that other email? I wanna make sure I have the right email before sending this receipt to you.
[CUSTOMER][POSITIVE] Yes, I did. I got the group payment flyer and the using the OSC for groups.
[AGENT][POSITIVE] Awesome, OK, and I'm sending that receipt over to you. I can only send it to one email address at a time, but I did send it to [PII] as well.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alright was there anything else help you guys with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No I think that's all for now. I really appreciate your help.
[AGENT][POSITIVE] No problem and I'll get your name added on here that we would be able to speak with you, [PII].
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] [PII], would, would it be possible that I could get an email possibly from your email address [PII]ting that you'd like to add [PII]? They don't like to us for us to do that without like a paper trail.
[CUSTOMER][POSITIVE] Thanks a lot.
[CUSTOMER][NEUTRAL] Sure, I'll send you an email confirming that [PII] is included on conversations regarding billing, etc. and that's sufficient.
[AGENT][POSITIVE] Thank you so much. I do appreciate that.
[CUSTOMER][NEUTRAL] All right, just make sure I have your uh your email address.
[AGENT][NEUTRAL] Yes sir, you should receive an email from me with that um information about payments and the user guide for our new online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, very good.
[AGENT][POSITIVE] Awesome you guys have a great week and I appreciate I'll call on ATL.
[CUSTOMER][POSITIVE] OK, thank you very much you too.
[AGENT][NEUTRAL] Mhm bye bye.