AccountId: 011433970860
ContactId: 4bba6c06-609d-4bd7-a829-3f0b4b55c2d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 551659 ms
Total Talk Time (AGENT): 293351 ms
Total Talk Time (CUSTOMER): 272001 ms
Interruptions: 9
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/4bba6c06-609d-4bd7-a829-3f0b4b55c2d8_20250213T14:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] and billing. How may I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. This is [PII] in customer service.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Excuse me, I have the group contact reaching out because they received an email about their bank information change. Is this something that billing takes care of?
[AGENT][NEUTRAL] I can help her with that.
[CUSTOMER][NEUTRAL] All right. Um, I
[AGENT][NEUTRAL] What's that group number, Darling?
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] And who do you have on the phone, hon?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what is uh a good call back number for her?
[CUSTOMER][NEUTRAL] Um, I grabbed the one that she's calling from. I didn't ask.
[AGENT][NEUTRAL] OK. That's OK. That's so she is and it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and she's calling about our bank change?
[CUSTOMER][NEUTRAL] Yes, they received an email about their bank information change.
[AGENT][POSITIVE] Got you. I can help her with that, so.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][POSITIVE] All right, we'll send her on and I'll help her.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, darling.
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in Group billing. Um, [PII] said that you were calling about our bank change, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, I just wanna verify that it's valid.
[AGENT][POSITIVE] I can help you with that and just in case, what's a good call back number?
[CUSTOMER][NEUTRAL] Um, actually, this is [PII], I'm not [PII]. Just wanna confirm that.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] All right, well, can I verify some information? Can you verify the uh address that we have on file?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you so much. OK, [PII], I am sorry she told me it was in there.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] No problem, I just wanted to, you know, confirm that before you continue.
[AGENT][NEUTRAL] OK, that you are calling because you got, y'all got an email about our bank change and we.
[CUSTOMER][NEUTRAL] Exactly, we wanna make the payment, right, and we want to um confirm that the.
[CUSTOMER][NEUTRAL] Bank information is um valid because we don't want to send it to anybody else.
[AGENT][POSITIVE] Absolutely. I, I, and I get that. I do get that. Um, so that email is valid.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, our bank has changed. So the [PII] address is the one that needs to be used.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, yes, um, we're gonna send it by ACH, so the routing number is [PII].
[AGENT][NEUTRAL] OK. Oh, I don't have that in front of me and I do apologize. I don't know that offhand. Um, but you did get a payment flyer. If you got that payment flyer, the information on that payment flyer is correct. And also, [PII], I wanted to let you know that y'all can pay online if that's something that y'all might want to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] It's OK, great.
[CUSTOMER][NEUTRAL] Uh, we like to, um, have the verification, um, when I do the, um, what the ACH somebody else approved it, so.
[AGENT][NEUTRAL] Well, you can get a verification whenever you do pay online. You do get a verification and um for that as well.
[CUSTOMER][NEUTRAL] OK. No, not, not verification, approval.
[AGENT][NEUTRAL] Uh, I mean,
[AGENT][NEUTRAL] That, that is fine. That is fine. I just wanted to let y'all know that you can. All [PII] would have to do is set up that account online and y'all can register online as well. Let her know that she can do that and she can add you as a user and um.
[CUSTOMER][NEUTRAL] We, we
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, so you'll be able to see which bills are outstanding, you'll be able to uh reconcile your invoices and so forth on that as well.
[CUSTOMER][NEUTRAL] Mhm. Oh gosh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] We have informed [PII] about that, that um I would like to have access to it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she hasn't set it up, correct?
[AGENT][NEUTRAL] Correct now say she would be the one to to do that. She would have to do that and then she can go on there and um add you as a user.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, uh, we've already informed her about that, so we're just waiting for her to, um, actually initiate the whole process, so we didn't, so I, I.
[AGENT][POSITIVE] Right. And it's not hard. It's not hard. I mean, and once you get up, I mean, once you get on it, you'll see how user-friendly, I mean, it really is, it's user friendly, you know, say.
[CUSTOMER][NEUTRAL] And I don't think so.
[CUSTOMER][NEUTRAL] If you can send the link and then um we can forward that to her and.
[CUSTOMER][POSITIVE] And get that up and running.
[CUSTOMER][NEUTRAL] Unless the the flyer or the email already has that link.
[AGENT][NEUTRAL] It should be on there at your, I mean just to register on there as on the online service center the a.m. public.
[AGENT][NEUTRAL] Uh, it's secured. [PII].
[CUSTOMER][NEUTRAL] Yes, I, I see that, yes, on the flyer secured. OK, OK, let's see if, um, you know, that that can work and let's see, let's go from there. Thank you for pointing that out. Yes, we can do that. But and, and, and, um, I, I just, I can, uh, I updated the bank information and if I needed to send any um remittance, um, I send it to care team at AS.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. That's the email I sent it to.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. OK, you've been a very big help. OK.
[AGENT][NEUTRAL] Any correspondence, yes, ma'am, and just make sure you include your, um, the, uh.
[AGENT][NEUTRAL] Group number as well on any court and so.
[CUSTOMER][NEUTRAL] Exactly, OK, that that would be on the invoice, OK.
[AGENT][NEUTRAL] Right. And whenever you, um, whenever you send your ACH if you send an ACH just please, please, please send your, your, your group number so we can put it, we want to make sure we get it to the right. And that is the.
[CUSTOMER][POSITIVE] Good to know. Good to know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Right, yeah, I usually, usually put the invoice number. Would that be sufficient enough for both the invoice number and the group number?
[AGENT][POSITIVE] Well, the invoice, I mean, I mean the group number never changes, but, but you can put the invoice number I mean just something to identify your account and that that would help tremendously right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes. Yes. I usually put the.
[CUSTOMER][POSITIVE] Yeah, on the memo account uh account, um, and then, OK, good, excellent.
[AGENT][NEUTRAL] Right, I noticed that. Yes, ma'am. I did notice that. So, um, and let's see, let me see something.
[AGENT][NEUTRAL] I want to make sure. OK, now your group number I noticed that you had been putting the 24,460, that is not the group number.
[AGENT][NEUTRAL] Your group number changed.
[CUSTOMER][NEUTRAL] OK, wait a minute. Let's see, good to know, good to know. Um.
[AGENT][NEUTRAL] And I can give you that.
[CUSTOMER][NEUTRAL] Let me see, I want to make sure I mean uh.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Uh, are you ready? I can give it to you. Is that 8?
[CUSTOMER][NEUTRAL] No, um, I just wanna, uh, just wanna put it up just in case you give it to me and I, I write it down and it disappears.
[AGENT][NEUTRAL] That's fine. I understand.
[CUSTOMER][NEUTRAL] So I have group number 80036 on the invoice.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. I will put that down on the remittance as well as the invoice number.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] You're welcome, welcome.
[CUSTOMER][NEUTRAL] And um I'll I'll I'll look at the um setting it up and just have it all approved by Endurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So we can go out on it and get our invoice and everything.
[AGENT][NEUTRAL] OK OK. I mean, uh, [PII].
[CUSTOMER][POSITIVE] Yeah, thank you. All right.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, you are a big help. You're very big help. Thank you.
[AGENT][POSITIVE] Well, thank you so much and thank you for calling APL and you have a wonderful day. And if you have any other questions, please let us know.
[CUSTOMER][NEUTRAL] You do the same.
[CUSTOMER][POSITIVE] Excellent. Thank you. Have a good day too. OK bye-bye.
[AGENT][POSITIVE] You're so welcome.
[AGENT][POSITIVE] You too. Thank you. All right, bye bye.