AccountId: 011433970860
ContactId: 52bca6f5-c199-4388-8f3c-78a056be4f34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555179 ms
Total Talk Time (AGENT): 224429 ms
Total Talk Time (CUSTOMER): 286787 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/52bca6f5-c199-4388-8f3c-78a056be4f34_20250320T21:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um.
[AGENT][NEUTRAL] Hey how are you.
[CUSTOMER][NEUTRAL] Hey, I'm [PII] and [PII]. I've got um Miss [PII] on the phone. She is with Group 80023.
[AGENT][NEUTRAL] 80023.
[CUSTOMER][NEUTRAL] She said that
[CUSTOMER][NEUTRAL] She received a letter from [PII].
[CUSTOMER][NEUTRAL] I don't know who [PII] is.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] One of the attempts for billing.
[CUSTOMER][NEUTRAL] And a [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh OK alright she received that letter and she said that um she's calling because they received that letter and they're supposed to be set up on automatic bank draft.
[CUSTOMER][NEUTRAL] For the premiums, so I'm gonna let you talk to her.
[AGENT][NEUTRAL] OK, and I'm sorry, did you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, alright, you can go ahead and send over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you, [PII], bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII], yes, I'm calling with on behalf of uh.
[AGENT][NEUTRAL] Oh yes yeah, sorry.
[CUSTOMER][NEUTRAL] It's OK. 2nd Mountain Holdings and uh we, we saw that a um auto pay, so I don't know why we're getting this notice.
[AGENT][NEUTRAL] Um, let me look into your account, um, because we actually don't do autopay. Um, you may have set it up with like your insurance broker, um, and they would go into our system and pay it manually, but we don't actually do auto pay like through our system. So let me check and see.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, because we were told that we're gonna be.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, because it says please know that we received your confirmation from uh APL indicating that you're successfully set up the autopay option for your company's gap insurance monthly payment.
[AGENT][NEUTRAL] Who is the letter from?
[CUSTOMER][NEUTRAL] APL will be processing payments.
[CUSTOMER][NEUTRAL] Legacy financial consulting.
[AGENT][NEUTRAL] OK, yeah, that's not us that's uh probably like the finance company that works with your broker that handles payments and I think maybe they call it auto pay because they are supposed to do it for you, but they still have to come into our system and submit it um because we don't auto draft from group.
[CUSTOMER][NEUTRAL] Oh, OK. Well, somebody thought it was drafted you from our account.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I don't think they're auto drafting because we do do a like it when they pay online it comes from your ACH, but they still have to go in and manually like click on the invoice and press submit to pay it and it'll draft from your bank, but it's not automatic.
[AGENT][NEUTRAL] On our end.
[CUSTOMER][NEUTRAL] Oh, OK, well, I, I, they sent me a form. I filled our bank information. It says that it was gonna be drafted the [PII] of each month.
[AGENT][NEUTRAL] Yeah, that's from them.
[CUSTOMER][NEUTRAL] That APO will be processing payments aren't you APL?
[AGENT][NEUTRAL] Yeah we're APL but we don't auto draft your payment like that Legacy Financial that they said that they set that up because they I think they do it as like a convenience to make it seem like it's supposed to be automatic like for you because they would pay it but we don't auto automatically draft any group account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So they maybe they call it auto pay because they come into our portal and pay it every month, um, well they're supposed to, but we don't automatically, we don't have the capability to auto draft from a group just because there's usually a lot of changes, especially with the bigger groups like terminations and additions and stuff. So on most groups, their bill amount changes every month, so we don't automatically take anything out.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But let me see. Yeah, I do see that your February and your March payments are both outstanding for 203-41.
[AGENT][NEUTRAL] Uh, let me see how your group has been paying.
[CUSTOMER][POSITIVE] I would pay it online before, but when [PII] with Legacy called me and told me from now on your payments are gonna be auto and they send me the information. I, I, I put it in so I thought that it was automatically gonna be drafted.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I don't how do I know if they haven't draft it?
[AGENT][NEUTRAL] Yeah, they're submitting it through the portal because it's uh showing that it's like your last invoice uh was submitted on [PII] by and it says the username [PII], which is the username for the online yeah for the online.
[CUSTOMER][NEUTRAL] Oh, that, that's
[CUSTOMER][NEUTRAL] Yeah, that that's also related, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so it's, it's a manual process like we don't have the capability to auto track from a group. We do for individuals but not for groups.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I'm gonna, I'm gonna then call [PII] to see what's going on because we did fill out a um an auto debit from our account for this so.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] I don't wanna be, you know.
[CUSTOMER][NEUTRAL] I don't want them to be drafting it and I mean I'll go in there now and make the payment how I used to make it before.
[CUSTOMER][NEUTRAL] Which is through APL, but um we specifically signed an auto pay for this, so I don't know why it's not being auto paid.
[AGENT][NEUTRAL] Yeah, they may have said it like they may be doing it where like they set up a bill pay with their bank or something like that where like if they you can set up a bill pay to where that's automatic but like I said on our end we can't auto draft for a group like it's just not a capability at all.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, well, I'll ask her why, why she sent us that and it's just something, you know, like I don't know why she sends us that form then, you know.
[CUSTOMER][NEUTRAL] I, I, I thought this got paid already, but I'll go ahead and I'll, I'll send it out because I was under the impression that they were automatically drafting the account, you know, they already had started, but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And if they're handling.
[CUSTOMER][NEUTRAL] And so when I got this notice I was like.
[AGENT][NEUTRAL] Yeah, if they're handling your payments, I definitely would call them and see um like what the delay is or why they haven't submitted February or March yet.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Right, no, and she did tell me, oh, it, it may, it seemed like it was almost like, uh, your company was gonna go ahead and draft it, you know, like if it was an ACH directly, so that's why I thought, OK, uh, we'll go ahead and send the payment now unless you wanna take it over the phone, uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, to take it over the phone, it would have to be a credit card. Um, did you wanna pay with a credit card instead of ACH?
[CUSTOMER][NEUTRAL] Can you?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Let me see, no, I think we have ACH being done. So the thing is I just went into the site.
[CUSTOMER][NEUTRAL] When you're in your site, uh, I see the invoice number now on the left from for February March. I see them. How do you pay it because I'm clicking on it and it's not letting me to the next to submit payment. Oh, submit invoice. That's how you have to do it. OK, submit.
[AGENT][NEUTRAL] I click on it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, yeah, I got it. So the submit invoice um.
[CUSTOMER][NEUTRAL] Um, so I just submitted one. Let me see, because I think you can only do one invoice at a time, right?
[AGENT][NEUTRAL] No, you can do as many as you want, um, so you could submit both if you want.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, let me see because I just did one was unlikely to do both.
[CUSTOMER][POSITIVE] Alright, I'll try to do this. I'm gonna do both of them now and hopefully you'll get the payment shortly. You should see it on your end that it's been.
[AGENT][NEUTRAL] Yeah, I just refreshed my screen and I can see the [PII] that was just submitted.
[CUSTOMER][NEUTRAL] Cuz
[CUSTOMER][NEUTRAL] Yeah, I'm trying, well, the loading.
[CUSTOMER][NEUTRAL] Let me see. OK.
[AGENT][NEUTRAL] Yeah, it takes a while for some reason. It takes a while for us to whenever we click on it.
[CUSTOMER][NEUTRAL] Uh, yeah, now I think so now I'm gonna submit this other one, the one for February because I guess I clicked on [PII], so let me go ahead and.
[CUSTOMER][POSITIVE] Alright, so the other one should be submitting as well, and I'll check up with with [PII] with Legacy to see why, um, if this is if it's was it like for a future date that they were gonna automatically because I did send them all our you know our account information so it could be drawn so OK thank you I appreciate it.
[AGENT][POSITIVE] Yeah, no problem. No problem, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you I appreciate your help.
[AGENT][POSITIVE] No problem. It was a pleasure. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.