AccountId: 011433970860
ContactId: 5bd25e39-c3c3-4a22-aec9-0e56d2d2eabe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490859 ms
Total Talk Time (AGENT): 228836 ms
Total Talk Time (CUSTOMER): 214375 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/5bd25e39-c3c3-4a22-aec9-0e56d2d2eabe_20250319T20:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I was just trying to, um.
[CUSTOMER][NEUTRAL] Just check on group number 3466.
[CUSTOMER][NEUTRAL] And the last couple of invoices I had and I
[CUSTOMER][NEUTRAL] I realized now that they changed the been doing uh ACH.
[CUSTOMER][NEUTRAL] And I see the change the
[CUSTOMER][NEUTRAL] The address to the bank in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm just checking to see if the last couple that I've done uh are I mean actually got through to you I I would assume that you would.
[CUSTOMER][NEGATIVE] Probably wait a couple of months before you start not receiving that.
[CUSTOMER][NEUTRAL] That money I don't, don't really know though so.
[AGENT][NEUTRAL] OK, [PII]. um, what's a good call back number for you just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, [PII], so you're calling just to check on the group 346, the mass group marketing part.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. I can help you with that.
[CUSTOMER][NEUTRAL] Well, the 3
[CUSTOMER][NEUTRAL] 346-6 and and you've, I don't know if you call it the master marketing part or not but.
[AGENT][NEUTRAL] Well, [PII], um, can you verify the address that we have on file for this?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The email or the physical address?
[AGENT][NEUTRAL] Well, you can verify the email too.
[CUSTOMER][NEUTRAL] OK, well, you should have [PII] and the um fiscal address is [PII].
[AGENT][NEUTRAL] OK. I've got that. OK. Ky, I guess we've changed, it's got MGM benefits.
[CUSTOMER][POSITIVE] Um, yeah, yeah, I mean that's really what we go by.
[AGENT][NEUTRAL] OK, yeah, that's what I've got is, is, that's the email address. OK, so I just want to make sure that everything's kosher there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Let me see what we have [PII] on this how we're receiving this.
[AGENT][NEUTRAL] Calls um.
[AGENT][NEUTRAL] It looks, are you paying it online?
[CUSTOMER][NEUTRAL] Yeah, um, well, I've been doing ACH, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] OK, but you're paying it on, on, on the OSC.
[CUSTOMER][POSITIVE] Yes, yes, yes, yes.
[AGENT][NEUTRAL] OK, so, so you're, you're doing an EFT. So you're paying it online, so it's going to the correct bank. That is not a problem. They just put that on our, uh, right, it, it should be going to the correct bank. Reason why we put that online is so that the groups that are sending physical checks or what have you will know that our our our.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Oh it is?
[AGENT][NEUTRAL] Our, um,
[AGENT][POSITIVE] I can't even think straight, uh, know that our banking has changed, so you're fine. You don't have to do anything if you're paying it online, that's not a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. So, uh.
[AGENT][POSITIVE] So you're, you're good.
[CUSTOMER][NEUTRAL] Yeah, I uh went in there and I, I printed off a.
[CUSTOMER][NEUTRAL] Voucher or what is a voucher coupon?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, I don't know what that's for exactly, but it doesn't show the amount paid or the check number, and this is for a invoice back on.
[AGENT][NEUTRAL] Is it a confirmation after you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. What, I mean, what are you, which one are you talking about?
[AGENT][NEUTRAL] I'm sorry, I interrupted you.
[CUSTOMER][NEUTRAL] Well, uh, this
[CUSTOMER][NEUTRAL] Oh that's OK. This particular one is it has a number 6381026 invoice number.
[AGENT][NEUTRAL] OK, that's, that's the last invoice that you.
[AGENT][NEUTRAL] You paid.
[CUSTOMER][NEUTRAL] I, I think so, yeah.
[AGENT][NEUTRAL] It is. Uh, I mean, we got it on the [PII] of, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, then I suppose.
[AGENT][NEUTRAL] And that was in the amount of $92.79.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me see what we're looking at.
[AGENT][POSITIVE] And I can help you with that.
[AGENT][NEUTRAL] OK. Now, on that coupon that you said that you're
[AGENT][NEUTRAL] That you printed, what did it say on there?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Well, it didn't really say that I it didn't show that I paid it said premium period February says billing amount $92 amount due $92 and it says amount paid it it's just blank.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So, but I guess that's uh if you do it by check.
[AGENT][NEUTRAL] Right, right, but you should be able to get a confirmation whenever you pay it online. You should be able to get a confirmation on that, uh, once you pay it.
[CUSTOMER][NEUTRAL] Because that
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I got a uh so what I typically do is I go on and I I uh grab the invoice and pay it and um it gives me a confirmation number on a something that I can print off so I usually just do that and I had that confirmation number but then I just didn't know why it wouldn't show it on this other one but that's probably because I don't understand exactly how you guys do it so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Well, [PII], I think what it is, I think what it is is where you, um,
[CUSTOMER][NEUTRAL] Everybody does it different.
[AGENT][NEUTRAL] When you printed it.
[AGENT][NEUTRAL] W[PII] did you print that?
[CUSTOMER][NEUTRAL] Um, whenever I sent it, um.
[AGENT][NEUTRAL] OK, OK, so if you printed that, is it the invoice itself.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, I printed it off, uh, [PII], so that's when I went online and paid it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, but, but I think actually I, I feel pretty good now about everything's fine with it because you said I didn't have to change the EFT. I just, I just got in my head that I had to do that so um.
[AGENT][NEGATIVE] No, you don't.
[AGENT][POSITIVE] No. And you were not the first to ask that, [PII]. Believe it or not, you are not the first. So you're, we're good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Well, good.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Yeah, you are not the first so probably um what I'm assuming that you printed was the invoice itself before you paid it and then if you wanted to pay it, I mean do it afterwards, I mean I think it should, you would be able to print it afterwards once you submit your EFT.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] So, now that, uh, but you're good. You're due for March and that's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds great. Well, thank you very much. All right, take.
[AGENT][NEUTRAL] All right, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you were awesome thank you.
[AGENT][POSITIVE] Thanks, [PII], and you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK. Take care. Bye.
[AGENT][NEUTRAL] All right. Bye-bye.