AccountId: 011433970860
ContactId: 51a1ee58-3226-4daa-9c28-bc1f82d9d8ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521880 ms
Total Talk Time (AGENT): 207317 ms
Total Talk Time (CUSTOMER): 194326 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/51a1ee58-3226-4daa-9c28-bc1f82d9d8ed_20250127T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from claims. How are you doing today?
[AGENT][NEUTRAL] I'm well. How about yourself?
[CUSTOMER][POSITIVE] Very good, thank you. I have a a person named [PII] from group number 17501.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Set a set of woods townhouse, uh, she had some questions in regards of the bill. It do you think you'll be able to assist her?
[AGENT][NEUTRAL] Uh, if she can speak English, I can, yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know what, I forgot to ask that, um.
[CUSTOMER][NEUTRAL] Yeah, I'm
[AGENT][NEUTRAL] I apologize. I don't, I don't speak Spanish very well at all.
[CUSTOMER][NEUTRAL] Got you, got you. Uh, just give me one second. Let me go back to her and if she can speak English, I will, I will go back to you and let her know and let you know.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, she does speak English.
[AGENT][NEUTRAL] OK, you said her name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] I'm not sure if she's the contact that we have in the on the group but um she called in regards of a a a bill.
[AGENT][NEUTRAL] Oh, OK. Alright, by chance did you verify her at all? You said, I know you said you're not sure, but did you get her phone number by chance?
[CUSTOMER][NEUTRAL] Um, no, no, no, no.
[AGENT][POSITIVE] No worries, OK, you can send her on over thank you.
[CUSTOMER][POSITIVE] All right, she already knows who she's gonna be trying to. Here she comes. Thank you very much.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you have a question about an invoice.
[CUSTOMER][NEUTRAL] Hi, yes, um, we wanna check. I think so last time I set up the, the account to to auto bill pay by our account.
[CUSTOMER][NEUTRAL] I wanna see if because I received the alert for the uh invoice. I wanna make sure if the payment passed through.
[CUSTOMER][NEUTRAL] The invoice is 6379467.
[AGENT][NEUTRAL] OK. If I could just get you to give me your billing address and phone number for me real quick, let me just verify you real quick.
[CUSTOMER][NEUTRAL] The group number?
[AGENT][NEUTRAL] Your group uh your mailing address and your phone number.
[CUSTOMER][NEUTRAL] OK, um, it's um [PII], and the phone number is [PII].
[AGENT][NEUTRAL] OK awesome I've got that alright and so you said you've um settled up with the bill pay uh with your bank to pay the two invoices?
[CUSTOMER][NEUTRAL] Yeah, last time, last month, so I wanna make sure is this.
[AGENT][NEUTRAL] Oh, last month, OK.
[CUSTOMER][NEUTRAL] If they made the payment already?
[AGENT][NEUTRAL] I don't see that January has been paid yet, but um let me just make sure it's not sitting and waiting to be posted. Hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see here.
[AGENT][POSITIVE] And it looks like this is one of my groups, so that's good.
[AGENT][NEUTRAL] OK, so I see January's invoice is still open and I don't see that we have a payment.
[AGENT][NEUTRAL] In house for that yet.
[CUSTOMER][NEUTRAL] How, OK, can you guide me because I think the last time one person guide me to have to settle the payment online with the account.
[AGENT][NEUTRAL] Oh yes ma'am, our online service center you have access to that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so let me just real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yes ma'am, I do see that it's been set up. All right.
[AGENT][POSITIVE] So I can send you an email that has the user guide on there it'll have the web address and anything that you would like to do on there if you wanna take someone off, put someone new on or just pay it. It's um it gives you all the ins.
[CUSTOMER][NEUTRAL] Yeah, just I wanna pay uh mhm.
[CUSTOMER][NEUTRAL] I, I'm in the website right now. I don't know if you can have the time to guide me to do this.
[AGENT][POSITIVE] It gives you.
[AGENT][NEUTRAL] I'm, I'm sorry, what was that?
[CUSTOMER][NEUTRAL] I am the website now, so
[AGENT][NEUTRAL] Oh, OK, so if you click on the invoice itself, the one that uh you're looking to pay.
[CUSTOMER][NEUTRAL] Uh huh, they have 2 invoices, right?
[AGENT][NEUTRAL] When you go to that.
[AGENT][NEUTRAL] Yes ma'am, there's 2 invoices open we just generated February this weekend, so today is the first day it was available. Um, if you go to one of the invoices, whichever one you would like to pay, and you click submit invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you click what?
[AGENT][NEUTRAL] Submit if you don't wanna make any changes if no one you know has come or gone or you know any kind of changes then you wanna submit it exactly the way it is you'll hit submit invoice.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, well, when I open it in my billing, so I open there and see the invoice.
[CUSTOMER][NEUTRAL] How
[AGENT][NEUTRAL] You got that, did you hit submit?
[CUSTOMER][NEUTRAL] Uh, no, I don't see what is that.
[AGENT][NEUTRAL] Once you've clicked on.
[CUSTOMER][NEUTRAL] I see the my billing.
[AGENT][NEUTRAL] Yes, but once you've clicked on the invoice itself, if you click on that one that tells you how much it is and it tells you everyb[PII] that's on the invoice, do you see that?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Let me open up these instructions just so I make sure that I'm looking at the same thing. Let's see.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Maiden [PII].
[CUSTOMER][NEUTRAL] Oh, submit invoice select payment option that's what you're talking about.
[AGENT][NEUTRAL] Yes ma'am, that should walk you through paying that invoice.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, to set up by the um bank account to every day they automatic pay how I got to do it?
[AGENT][POSITIVE] I'm so sorry, what was that?
[CUSTOMER][NEUTRAL] To settle the auto payment.
[AGENT][NEUTRAL] Unfortunately we do not offer auto pay at this time. Each month uh a payment will have to be set up unless that's something you'd like to do through your bank with the bill pay, and I understand you that that might not be working right now for you, but at this time we don't offer auto pay.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I have to go link every every month and set up the payment.
[AGENT][POSITIVE] Hopefully that's coming in the works.
[AGENT][NEUTRAL] Yes ma'am. You just go in there and hit submit and just go through those few steps and it will.
[AGENT][NEUTRAL] Pay the entirety of the bill.
[CUSTOMER][NEUTRAL] OK, I did one.
[CUSTOMER][NEUTRAL] OK, I did one.
[CUSTOMER][POSITIVE] I'll go with you soon, sir, OK?
[AGENT][NEUTRAL] Oh, yes, sir. I see that you've submitted that one.
[CUSTOMER][NEUTRAL] I go we do some
[CUSTOMER][NEUTRAL] OK, so I submit that one. What is the other one so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think so. I see both of them.
[AGENT][NEUTRAL] Yep, I see that both have been uh set up for payment and they should go through tomorrow.
[CUSTOMER][NEUTRAL] OK perfect so I pay the both is open is pay already right?
[AGENT][NEUTRAL] Correct, yes ma'am they should, well, they're set to process tonight and then they should um come through tomorrow for us.
[CUSTOMER][NEUTRAL] So we're not still any open bills.
[AGENT][NEUTRAL] No open bills now correct you're up to date.
[CUSTOMER][POSITIVE] That's all right? OK, perfect, sounds good, thank you.
[AGENT][POSITIVE] Yes ma'am, is there anything else I could help you with while we're on the phone?
[CUSTOMER][POSITIVE] That's all, that's all for now, thanks.
[AGENT][POSITIVE] Oh, OK. Thank you so much for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.