AccountId: 011433970860
ContactId: 5a82476e-2fbe-4663-bca5-6916470e6520
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525739 ms
Total Talk Time (AGENT): 135719 ms
Total Talk Time (CUSTOMER): 256615 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/5a82476e-2fbe-4663-bca5-6916470e6520_20250618T14:55_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hey, so, good morning. How are you?
[AGENT][POSITIVE] Hey, I'm good, thank you. Good morning. How are you?
[CUSTOMER][POSITIVE] Good, good. So I have a quick question for you. Um, can I give you my group number?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 27051.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII] and my last name is [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. And may I have the name of the group and the address?
[CUSTOMER][NEUTRAL] Yeah, the name of the group is
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see what we have here. Broward Oaks Nursing and Rehabilitation and the address.
[CUSTOMER][NEUTRAL] One second, I have my cheat sheet here.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And um Miss [PII], can you verify the email address for me just for verification and give me a callback number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] and phone number [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And how may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, so I went on the website and it says that I can't download. There's no available uh opportunity for me to download my invoice today so I was wondering if um if you could email it to me.
[AGENT][NEUTRAL] OK, um, yes, um, let me go ahead and pull that information. One moment.
[CUSTOMER][NEUTRAL] Yeah, so when is the due date of this payment? just so that I have it cleared, um, I see the invoice.
[CUSTOMER][NEUTRAL] For APL, I, I'm just not clear on what the due date is.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me check and see. This is for the May invoice.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, bill date 51 correct.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, let me put that information.
[AGENT][NEUTRAL] The due date is [PII].
[CUSTOMER][NEUTRAL] Oh, so I passed already.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. So, um, can I give you a credit card over the phone or what's the easiest way for us to set this up?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, either, um, I can go ahead.
[CUSTOMER][NEUTRAL] And I have a question, so because I've never received it, so is it something that like you can set me up to receive it, um.
[CUSTOMER][NEUTRAL] So when when is the bill generated? It will be generated on the [PII] of the month because I, we already paid so on [PII] I paid an invoice. Let me see what that invoice said because I did get that physical invoice, but I, I haven't gotten this invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, the same was for the April enrollment.
[CUSTOMER][NEUTRAL] And I have a physical invoice, um.
[AGENT][NEUTRAL] OK, so you have not received this [PII]. I'm gonna go ahead and send it to you by email um right now and um yeah, if you would like, you can undo a um credit card payment over the phone if you would like to do that.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] 3.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get the credit card.
[CUSTOMER][MIXED] Yeah, that would be, that would be great so we're not delinquent. I mean, we are kind of, but hopefully.
[AGENT][NEUTRAL] Um, no, it's time it's OK. Um, let me go ahead and.
[AGENT][NEUTRAL] Let me try to send this out to you before you make that payment or it's OK to make the payment?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or you need it before you make the payment.
[CUSTOMER][NEUTRAL] No, it's OK. I can do it simultaneously once as soon as you send me, I'll post it.
[AGENT][NEUTRAL] OK, let me go ahead and get the group billing department on the line to take the credit card payment while I work on getting this uh emailed back to you, OK? One moment. You're welcome.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is so, um, I have a group on the line that needs to make a payment, a credit card payment.
[CUSTOMER][NEUTRAL] OK, and what's the group number?
[AGENT][NEUTRAL] It is 27051.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And who are we speaking with?
[AGENT][NEUTRAL] OK, I have um Miss um [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and she's.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send over.
[AGENT][NEUTRAL] OK, alright, and I'm sending her the invoice by email. She said she didn't get it, so I'm working on that right now just in case she asks. OK, so let me put her in, Miss.
[AGENT][POSITIVE] Thank you for holding and being patient for you Miss [PII]. I got Miss [PII] on the line. She's gonna assist you with the credit card payment.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] Hi, excuse me, um, excuse me, is she still gonna send me the invoice because I never received the invoice from, from, yeah, she did tell me, um, that she was she's sending that right now.
[CUSTOMER][NEUTRAL] OK, and in the future, like, um, is there a way that I can send you guys like an ACH payment? Like do you have that information for me or what's the best way to pay in the future?
[CUSTOMER][NEUTRAL] Um, paying on submitting your invoice online, um, in the online service center, um, because that's an ACH when you submit it that way.
[CUSTOMER][NEUTRAL] OK. And so how do I do, well, let's take the payment and then you'll help me set that up, like figure out how to go to do that.
[CUSTOMER][NEUTRAL] Um, if you wanna still do a credit card payment, we can, or if you want me to show you how to do it now you can submit it if you want um it to come from ACH.
[CUSTOMER][NEUTRAL] OK, perfect. So where it says like submit invoice.
[CUSTOMER][NEUTRAL] Yeah, are you already logged in and everything to the system? Yeah, mhm, OK, yeah, um, on the invoice that you wanna pay, you'll just click submit invoice and um let me make sure it should have your, have you, do you know if you already entered your banking information before?
[CUSTOMER][NEUTRAL] No, yeah, it looks like we don't have that, so you'll have to go to your account and add the routing and account number, and then you, um.
[CUSTOMER][NEUTRAL] Um, can you go to, um, your profile or like your dashboard, um, let me know when you see like the home page kind of.
[CUSTOMER][NEUTRAL] Yeah, I'm there now.
[CUSTOMER][NEUTRAL] OK and um do you see anything that says my account or my billing?
[CUSTOMER][NEUTRAL] Mm mm no I'm on the dashboard maybe under my group let me see yeah yeah.
[CUSTOMER][NEUTRAL] Mm mm no it says um maybe under invoicing.
[CUSTOMER][NEUTRAL] No, employees.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Maybe I.
[CUSTOMER][NEUTRAL] Um, because we have a new, this new website, so I'm looking to see where that.