AccountId: 011433970860
ContactId: 556bbfc6-3ed8-45dd-bfd2-5b5810005d87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351089 ms
Total Talk Time (AGENT): 185946 ms
Total Talk Time (CUSTOMER): 111250 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/556bbfc6-3ed8-45dd-bfd2-5b5810005d87_20250623T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][NEUTRAL] Hey, I'm OK. How about you?
[CUSTOMER][POSITIVE] Yeah, all right, thank you, um, I've got a, yeah.
[CUSTOMER][NEUTRAL] That's kind of, you know, anyway, uh, I've got a group admin on the line, um, and she is wanting to make a payment. She said she thought they did pay for their May invoice, um, but she got an email stating that they didn't. I'm showing here that they have 3 open invoices, so she just wanted to take care of that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let me get right public. Let me get on here real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's that group number? Oh dear, hold on a sec.
[CUSTOMER][NEUTRAL] But it is 20, you're OK.
[AGENT][NEUTRAL] I'm sorry, to make sure I got everything. Oh, I put the wrong email address. I get gravy.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] It's a Monday, right? My only excuse.
[CUSTOMER][POSITIVE] It absolutely is.
[AGENT][NEUTRAL] Alright, what's that group number?
[CUSTOMER][NEUTRAL] OK, that is 21942 and we are speaking with [PII].
[AGENT][NEUTRAL] And her callback number?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] All right, and.
[AGENT][NEUTRAL] Oh dear, let's see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] you want to pay all three that one even the one that just generated this weekend.
[CUSTOMER][NEUTRAL] Um she did not specify that. I think her main concern was the one from May.
[AGENT][NEUTRAL] OK, 7603.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. How are you doing today?
[CUSTOMER][POSITIVE] Hi ma'am, I'm doing good how about you?
[AGENT][POSITIVE] I'm doing well. I understand you're wanting to pay a May invoice?
[CUSTOMER][NEUTRAL] I, we have submitted a invoice and we had an email regarding that it hasn't been paid yet so I'm just trying to figure out maybe it got sent to the wrong address or what may be occurring.
[AGENT][NEUTRAL] Well, it's possible we have changed banks in the last uh I mean it's been several months now, but if you were sending it to a [PII] address, that would have uh been our old bank, our new um address is gonna be in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, yeah, I do see this, it was sent to the [PII] address. So that being the case.
[CUSTOMER][NEUTRAL] Would y'all like us to send a new one if.
[AGENT][NEUTRAL] They
[AGENT][NEUTRAL] Uh well they should be sending it back if it was recent, that should be getting returned. That is my understanding because they were forwarding us the premium payments for a while but um have since stopped um if you guys want to put a stop payment on that and reissue it or however you guys wanna handle it I can notate the account um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I, I can, let me see here, um.
[CUSTOMER][POSITIVE] Yeah, I think that probably would be best.
[AGENT][NEUTRAL] [PII]. I can send you a flyer that has um our address on there and the the mailing address and also if you decide to do an ACH, you know what however you wanna do it um is the the email we have on file for you um still accurate?
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]. Yes, ma'am.
[AGENT][POSITIVE] Awesome, apologize there's a little bit of a delay in our call.
[AGENT][NEUTRAL] Let's see here.
[AGENT][POSITIVE] All right, I'm gonna get that over to you.
[AGENT][NEUTRAL] Real quick, just so you guys have this for your records.
[AGENT][NEUTRAL] Alright, there we go.
[AGENT][NEUTRAL] OK, so did you wanna make a payment today over the phone? I would, it would have to be by a card. I wouldn't be able to accept um a routing and account number.
[CUSTOMER][NEUTRAL] I would have to get with our business department so to see if we wanna go ahead and stop that check payment or if we wanna do an ACH since it has been since it is due, you know, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I will note the account that that is what you guys um will be doing what was best.
[AGENT][NEUTRAL] OK, is there anything else I can do for you? I can send you copies of the invoices and um that we also have a new online service center account um not account website that you can access those invoices if you would like. I can send you over a user guide and uh how to set up the new account if you would like.
[CUSTOMER][POSITIVE] Yeah, yeah, that'd be perfect if you could send it to my email.
[AGENT][MIXED] Sure thing. The unfortunately they have disabled the ability to download an invoice. I can send anything to you that you might need, but um.
[AGENT][NEGATIVE] For right now groups are unable to download an invoice let's see here.
[CUSTOMER][NEUTRAL] No don't need to worry about that. I still have May's invoice. I have it pulled up and filed as well, so I'll just, and I have our billing email as well they sent us, so I'll reflect off of that and then if we're gonna do ACH, we'll do it through ACH and then if or we're gonna do by paper paper check again.
[AGENT][NEUTRAL] OK, alright, I will get this um over to you with the steps and uh I will notate the account about uh the payment.
[CUSTOMER][POSITIVE] OK, yes ma'am thank you I appreciate it.
[AGENT][POSITIVE] Yes ma'am, thank you have a great weekend and uh thanks for calling APO.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye bye.