AccountId: 011433970860
ContactId: 4979245f-e5c4-49f5-bd73-3625c7354d32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439929 ms
Total Talk Time (AGENT): 257066 ms
Total Talk Time (CUSTOMER): 162299 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/4979245f-e5c4-49f5-bd73-3625c7354d32_20250227T15:53_UTC.wav
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[CUSTOMER][NEUTRAL] What I do.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. Um, I have Mr. [PII] calling um for the group. You said they're 4 months behind payment and wanna make a, wanna know how to catch up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 17017.
[AGENT][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright [PII], let me pull them up in the OSC real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 17017.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] OK, I got him pulled up so you can go ahead and put him through.
[CUSTOMER][POSITIVE] Awesome, you rock. You have a great day.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, you are.
[AGENT][NEUTRAL] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm great how are you?
[AGENT][NEUTRAL] Good, I'm great, thank you. um, so I've got your group pulled up Los Ranchos Restaurant and um I understand that you were calling about your overdue invoices and you were wanting to know how to make payment for those, is that right?
[CUSTOMER][NEUTRAL] Uh, yes, we, we were on the impression we were on ACH, um, I don't know if it's, uh, because of the billing, uh, change or or whatnot, but ever since November we were not being billed and we just are, are now being notified by our broker, so, um, I definitely, uh, need some help, uh, making the payment online, uh, but then also setting up ongoing ACH so that we don't have this issue again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we don't offer an auto pay feature if you needed to set up an ACH, you would have to to do that through your bank, um, but we're not able to set up like an auto pay for a recurring payment.
[CUSTOMER][NEUTRAL] OK, so the ACH would be set up, but then we would manually have to.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Execute the ACH is what you're saying. Got you. So that's maybe that's what was happening.
[AGENT][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] Yeah, and now on online.
[CUSTOMER][NEUTRAL] OK, because I see, because I see even on my account you do have my account information as a as a routing and account number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so it's probably in our online service center if you've ever made a payment in there um you can put your banking information and submit the payment in there each month, but you would have to actually go in and submit that payment it right mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Manually submit, got you.
[CUSTOMER][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] Um, so if you need help doing that, I can walk you through that, um, um, if you'd rather make a payment over the phone by a credit card, I can also process that a credit or debit card.
[CUSTOMER][NEUTRAL] No, I'll use the portal, um, so if you don't mind walking me through that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, absolutely, um, let me pull up your account here. Do you have your login information or do you need help resetting your password or anything?
[CUSTOMER][NEUTRAL] No, no, we're we're logged in already.
[AGENT][NEUTRAL] OK perfect um so if you will go to your um.
[AGENT][NEUTRAL] Do you see your open invoice it should be under um billing you should see several open invoices. OK, so if you'll click at the bottom that's the most outstanding and if you'll click that invoice it'll open up and you'll see your billing details pull in underneath.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I do see that.
[AGENT][NEUTRAL] OK and so if you're ready to go ahead and make that payment you'll see save changes, cancel changes and then a submit button submit invoice so you can click that submit invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll have the option to select whether you want to pay by check or if you wanna schedule an EFT and if you click schedule an EFT then you can pick your payment date and um your banking information I think you would just have to confirm that um.
[AGENT][NEUTRAL] And then you can um set that up, schedule that payment.
[CUSTOMER][NEUTRAL] OK, so give me one moment because I'm gonna.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just take notes, uh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And I can send you um we have uh a group user guide that also has these instructions with um some screenshots if that would be helpful I can email that over to you.
[CUSTOMER][NEUTRAL] For someone else.
[CUSTOMER][POSITIVE] Sure, that would work.
[AGENT][NEUTRAL] OK, I will definitely send that. Um, I have your email. It's [PII], is that right?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Perfect. OK, I'll get that sent over to you as soon as we get off the phone.
[CUSTOMER][NEUTRAL] OK, so, um, OK, so I, I clicked on the EFT option it says online payment authorization, have set up payment details, um, confirm one time payment amount and then it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] As
[CUSTOMER][NEUTRAL] A different amount I guess it's a reconciled balance amount.
[AGENT][NEUTRAL] Um, yes, there looks like there was a credit placed for a termination for um [PII].
[CUSTOMER][NEUTRAL] OK. And then um the payment date?
[CUSTOMER][NEUTRAL] Is not able to be for today, so it'll be for tomorrow and then default account, OK, so I click next.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so we submitted um the
[CUSTOMER][NEUTRAL] Oldest
[AGENT][NEUTRAL] Yes, that looks like that was November um and I'll refresh and just make sure that I can see that here.
[CUSTOMER][NEUTRAL] Invoice.
[AGENT][NEUTRAL] And so you would just do the same thing for each invoice, yes, I do show that it's been submitted and I can confirm I see the scheduled date for tomorrow.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And then we'll do the same here. OK, so looks like I can handle it from here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you so much. That's all right. So, but now I understand kind of the issue and um just I guess one other question when is it that it populates, um, the new invoices populate?
[AGENT][POSITIVE] All right. Absolutely.
[AGENT][NEUTRAL] Um, so they're typically gonna be the last week of the month, um, and so we have your email listed in here, so you should actually be receiving an invoice notification once a new invoice is available, um, it won't be a copy of the invoice it'll just, it'll just be an email just saying, you know, hey, you have a new invoice available online and you can go view that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. So for instance, if I look at art.
[AGENT][NEUTRAL] But it's typically the last week.
[CUSTOMER][NEUTRAL] So if I look at the one that says bill date [PII], that's gonna be for um all the activity in February.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] You said the March is gonna be for what now?
[CUSTOMER][NEUTRAL] So um I'm looking at the.
[CUSTOMER][NEUTRAL] The billing section open invoices section, the very first one says bill date [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, that's gonna be the the month of March.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so the, the [PII], that just means that that's the March invoice and so they're typically due by about the [PII] of the month, so that invoice isn't actually due until [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] OK perfect all right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for clearing that up. I appreciate your help.
[AGENT][POSITIVE] Alright, absolutely no problem. I will go ahead and get this group user guide sent over to you and that might be helpful, um, you know, for navigating through that online site um is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, no, I think that was it. I appreciate your help.
[AGENT][POSITIVE] OK absolutely well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you bye bye.