AccountId: 011433970860
ContactId: 49c8beac-ccbc-49b7-b2a8-6dfeebb30f79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329440 ms
Total Talk Time (AGENT): 143236 ms
Total Talk Time (CUSTOMER): 126344 ms
Interruptions: 7
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/49c8beac-ccbc-49b7-b2a8-6dfeebb30f79_20250325T15:46_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] Good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm just trying to help the helpless, that's all I can tell you. Let me just, um, look at this PRD for you. Uh, see what is it? It's, uh, Martech Aviation. Alright, hold on.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] I gotta pull up my screen anyway, so.
[CUSTOMER][NEUTRAL] Alright, yeah, tell me when you're ready.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Yeah, wait for it to pop up. Goodness gracious, come on.
[CUSTOMER][POSITIVE] Alright, no problem.
[CUSTOMER][POSITIVE] Gets me that much closer to lunch. Take your time.
[AGENT][NEUTRAL] All right, what's the PRD number?
[CUSTOMER][NEUTRAL] 80,120.
[CUSTOMER][NEUTRAL] It's Called Martech Aviation and I don't know if you can check in your crystal ball. I think I know what the answer is, but do you know if they're on auto pay?
[AGENT][NEUTRAL] Hm, let's see. It says employer paid, it says it's employer paid.
[CUSTOMER][NEUTRAL] No, no, auto pay, like, yeah, I don't know who to ask that, yeah, bank draft, yeah, ACA bank draft, yeah.
[AGENT][NEUTRAL] Like bank draft for the group, for the group. Let me look.
[AGENT][NEUTRAL] Let's see, let's see.
[AGENT][NEUTRAL] Bill type of electronic. I'm just looking to see. I think it in the notes. Hang on just a second.
[AGENT][NEUTRAL] I don't see clearer navigator. Where is the payment thing? I think it's.
[AGENT][NEUTRAL] Other.
[AGENT][NEUTRAL] Billing
[AGENT][NEUTRAL] Of course you think that I don't have a screen on this page. Hang on just a second. I find it real quick.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEGATIVE] here gonna drive me nuts today.
[AGENT][NEUTRAL] OK, let's see, I'm gonna put you on hold for just one second. Is that OK? I'll be right back.
[CUSTOMER][POSITIVE] Yeah, take your time, yeah, yeah, it's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, this is [PII] over Broker Resources. Can I give you a group number? Can you tell me if this group pays on a bank draft?
[CUSTOMER][NEUTRAL] Um, we don't do bank drafts at the group level.
[AGENT][NEUTRAL] That's right, but OK, so they can set it that's right, they have to, they can submit, what is that called?
[CUSTOMER][NEUTRAL] They can do an ACH.
[AGENT][NEUTRAL] ACH, but then they control how it's sent over. We don't auto draft.
[CUSTOMER][NEUTRAL] Yeah, they have to init right they have to initiate it on their end. What's the group number?
[AGENT][NEUTRAL] Can we, it is 8,080,120 More Tech Aviation. Thank you for reminding me.
[CUSTOMER][NEUTRAL] 80,120
[AGENT][NEUTRAL] Yeah, 80,120.
[AGENT][NEUTRAL] I forgot it's right, ACH I can set that up so that they can transmit it over, but we don't pull it out.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I can't tell on here if we have.
[CUSTOMER][NEUTRAL] I'm on the computer.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] Mark Tech Aviation, they haven't submitted any kind of payment.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, then we don't see that they're set up for any type of do we see the ACH if they set it up? Do we see? OK, that's what I thought. OK, alright, perfect, thank you.
[CUSTOMER][NEUTRAL] No, no, we only see it once they, once we receive the payment.
[AGENT][POSITIVE] Transcend it over. OK, no payments received at this time. OK, perfect. Thank you so much. I appreciate it. Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, hang on, let me, let me double check and make sure we haven't received anything that just hasn't been entered yet.
[AGENT][POSITIVE] Yeah, OK, perfect. Thank you. Nothing. OK, that's all I needed. Thank you so much. Have a good day. Bye.
[CUSTOMER][NEGATIVE] No, we do not have anything.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][POSITIVE] You're welcome. You too. Bye.
[AGENT][NEUTRAL] OK, I called over to our group billing department and they said we don't do like automatic bank draft or anything like that. She said we have not received any payments for this group. They can set up ACH with their bank so that when they get billed they can, you know, transmit it, yeah.
[CUSTOMER][NEUTRAL] I got it. Yeah, I got it. Yeah, the, the person I know everybody's kind of news, yeah, there's, uh, just to let you know, they, we do have, um, yeah, I had no idea they didn't pay for 3 months. Alright, I'll get it handled, yeah, uh, APL does, it's kind of underneath the radar right now on the AC auto pay feature if you didn't know, uh, they started it like a month and a half ago, but it's only for a couple of people, yeah, just to get you, so it's not everybody knows about it, yeah, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for telling me that. Yeah, group billing didn't know.
[CUSTOMER][POSITIVE] Yeah, yeah, I, I, yeah, I know, I know, I know people that work for corporate always the last people to know it's just like the receptionist I know right, I'll, I'll handle it. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] OK, thank you, [PII], have a good day. Talk to you later bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye you too bye.