AccountId: 011433970860
ContactId: 58a271be-9d7d-4255-b3db-f21d1be8768b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513359 ms
Total Talk Time (AGENT): 198210 ms
Total Talk Time (CUSTOMER): 304896 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/58a271be-9d7d-4255-b3db-f21d1be8768b_20250314T21:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, we're new to y'all and um I'm trying to pay my bills. I've received two of them and I need to get them paid, but I don't have any wiring instructions. I don't have anything to do like an ACH. Do you only accept checks?
[AGENT][NEUTRAL] Um, are you calling, um, from a group or this is your personal policy?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] This is our employee policy I I'm an employer.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, OK, got you, um, may I have um your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your call back number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and Ms. [PII], um, you said that if we have um electronic, um, have you tried to register online to pay it like that because we do take, um, if you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me go see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so you sent me like a welcome email or something maybe?
[AGENT][NEUTRAL] I believe so. Um, it goes through another department, but I believe so. Uh, let me, um, I can go ahead and tell you where to go.
[CUSTOMER][NEUTRAL] So that's the way to be able to pay online?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yeah, yeah, you will have to register and once you register you can do an EFT.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] OK, I don't see anything for APL. Well, wait, let me go to sorry, I'm in payroll.
[CUSTOMER][NEUTRAL] Which it could have went to payroll but it's maybe in payable APL. OK, welcome. Got you thank you for activating. Please retain this email for future reference the username you selected got you please use this log in to access. OK, so, but where's the website? Is it the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, you can click on that.
[CUSTOMER][NEUTRAL] Nope, that's an email.
[AGENT][NEUTRAL] Oh, no, it's supposed to be [PII].
[CUSTOMER][NEUTRAL] That's an email.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] They didn't send you a link on that?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go. I just wanna try to get on and pay this while you're on the phone. So what's the website ww.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Am public.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, go to sign in.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I click sign in.
[CUSTOMER][NEUTRAL] I'm a new user, so I am an employer next OK, wants the group number 26856. It wants the zip code, it wants the phone number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm, yes.
[CUSTOMER][NEUTRAL] It wants to gosh, OK. It was the city.
[CUSTOMER][NEUTRAL] And now it wants the email on record. I don't know what email it went to. Let me see. I have 13 emails. Hold on, which one am I looking at under? I am looking at under payables, OK, so it went to payables, not payroll. So let me do that.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, the state?
[CUSTOMER][NEUTRAL] Next,
[AGENT][NEUTRAL] Oh, you know what, you're already registered, yeah, you're not gonna be able to register, yeah.
[CUSTOMER][NEUTRAL] Based on the information you're already, OK.
[CUSTOMER][NEUTRAL] Log on, let's go back. So, OK, just premier lab, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What is going on? I, I chase myself sometimes I pass myself in the hall. It's like been a crazy month.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Alright, [PII], what do we have going on here? I am registered so I might have already even paid these bills. I just have a stack of them and they never go down.
[CUSTOMER][NEUTRAL] OK, I am in important billing notice update ACH. OK.
[AGENT][NEUTRAL] Oh I understand that.
[CUSTOMER][NEUTRAL] So where do I update ACH?
[AGENT][NEUTRAL] OK, so it looks like you're already it seems like you're already set up for all that. So if you need to pay the invoice, let me tell you how to do it. OK, so before I do that, let me have the mailing address and the email address just for verification.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. So you're gonna go to um to your invoices.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, you're gonna open the invoice.
[CUSTOMER][NEUTRAL] OK, like the PDF?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Your download will start shortly. OK, I'm on the invoice.
[AGENT][NEUTRAL] OK, uh, oh no, go back. I'm so sorry. You go to the invoice and then you're gonna submit the invoice. There should be a button that says submit invoice.
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] Click submit invoice where is that?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] It says click submit invoice to finalize the invoice and generate a coupon. You must submit invoice to print a coupon, but I don't have a button that says to submit. Where do you see that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, if you go to my billing, OK, you're gonna see the invoice. Let me, um, let me, let me make this bigger because I cannot see this, it's small. OK, bear with me just a second. OK.
[CUSTOMER][NEUTRAL] Um, got it.
[CUSTOMER][POSITIVE] No, I appreciate the help.
[AGENT][NEUTRAL] So, um, you're welcome. OK, so let me see where the submit invoice coupon. OK, so it should be, um, you don't have under print. Do you have one that says invoice coupon or submit invoice?
[CUSTOMER][NEGATIVE] No, under print it has a PDF, uh, Excel, and the word invoice, but I cannot.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] What's the yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do it
[AGENT][NEUTRAL] Uh, OK, give me just a second.
[CUSTOMER][POSITIVE] I can print the invoice I can print the invoice and.
[CUSTOMER][NEUTRAL] That's it and then if I click invoice there all the employees come up it's the actual invoice.
[AGENT][NEUTRAL] OK, give me just a second. OK, so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Just one you don't need to address with your line.
[AGENT][NEUTRAL] OK, do you see something that says, OK, so go ahead and you already opened the invoice?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you open the invoice. OK, OK. Under the open invoice, do you see anything that
[CUSTOMER][NEUTRAL] Oh, I can submit. I see it. I found it. Submit.
[AGENT][POSITIVE] OK, OK, perfect.
[CUSTOMER][NEUTRAL] OK, one time electronic funds transfer next.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Da da da da da da the default next.
[CUSTOMER][NEUTRAL] Confirm payment submit.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh my goodness. OK, it's submitting right now. I authorize, it's like locked though. It doesn't, it's, I guess it's submitting with some dots, but it's not really moving.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe it takes a minute.
[AGENT][NEUTRAL] Hm, it should take a minute, yeah.
[CUSTOMER][NEUTRAL] OK, so it's just taking a minute to submit. OK, I think we have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Ma, like been able to do this now. That sounds great.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I just, I'm still waiting. It still says submitting. I authorize American Public Life Insurance Company to initiate in my financial institution to honor a one-time electronic payment in the amount specified above. My goodness. Oh, OK, I see the little uh buffer.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] We're getting close. 00, we have it. We are going to print this page. Thank you for all of your help.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yay.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, Ms. Ma. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Uh, no, I appreciate it. I'm gonna go and pay the other one now, so I'm gonna click on the invoice, submit invoice one time electric, next, next, submit it's submitting. We are good. I am rocking and rolling today.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I go.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yay, you're such easy now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye Miss [PII].