AccountId: 011433970860
ContactId: 64869bfc-ba4a-4ee4-9008-cb2726c65c72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 793299 ms
Total Talk Time (AGENT): 309403 ms
Total Talk Time (CUSTOMER): 276104 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/64869bfc-ba4a-4ee4-9008-cb2726c65c72_20250618T15:00_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]. This is [PII]. Um, I have a group on the line that needs to make a payment, a credit card payment.
[AGENT][NEUTRAL] OK, and what's the group number?
[CUSTOMER][NEUTRAL] It is 27051.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And who are we speaking with?
[CUSTOMER][NEUTRAL] OK, I have um Miss um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. And she's interesting.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][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 this way.
[CUSTOMER][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. You have a good day.
[AGENT][NEUTRAL] Hi this is [PII].
[CUSTOMER][NEUTRAL] Wait, excuse me, um, excuse me, is she still gonna send me the invoice because I never received the invoice for, for, for May.
[AGENT][NEUTRAL] 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?
[AGENT][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.
[AGENT][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.
[AGENT][NEUTRAL] Yeah, are you already logged in and everything to the system?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] 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] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] 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 can submit.
[CUSTOMER][NEUTRAL] And how do I do that?
[AGENT][NEUTRAL] Um, can you go to, um, your profile or like your dashboard, um, let me know when you see like the homepage kind of.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'm there now.
[AGENT][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 under my group.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, my group, yeah.
[CUSTOMER][NEUTRAL] Mm mm no it says um maybe under invoicing.
[CUSTOMER][NEUTRAL] No, I'm sorry.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I'm looking
[CUSTOMER][NEUTRAL] Maybe under
[AGENT][NEUTRAL] Um, because we have a new, this is our new website, so I'm looking to see where that is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we.
[AGENT][NEUTRAL] My group, and then you'll go to.
[AGENT][NEUTRAL] OK, um, do you see where it says group details?
[CUSTOMER][NEUTRAL] Uh, no, I see where it says group detail reports.
[AGENT][NEUTRAL] Um, like we're like invoicing, yeah, on my group.
[CUSTOMER][NEUTRAL] Under my group? Group details. OK, yeah, yeah, yeah.
[AGENT][NEUTRAL] Yeah, click that and let me know what you see there.
[CUSTOMER][NEUTRAL] I see broker and products.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't see anything else. I just see um go to broker.
[CUSTOMER][NEUTRAL] And products.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I wonder if we submitted if it'll prompt you to enter it then.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, go to your invoicing and uh click on the May invoice and we'll see um when you click it.
[CUSTOMER][NEUTRAL] Oh, I think I figured it out on the uh I think I figured it out on the top right hand corner it says BO like my, there's like two little letters and then it says save payment method and it says add new payment method.
[AGENT][NEUTRAL] Yeah, that was your profile. I'm sorry, I didn't, I couldn't think of like the word for it, but when I said my profile, that's what I meant was where those little letters are, um, but I'm sorry, and it wasn't clear enough.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No worries. I still want you to take my payment for today on the credit card though, like just to make sure that it goes through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I'll set this up for the future, is that OK?
[AGENT][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] So we'll take the 80.
[CUSTOMER][NEUTRAL] OK. So let me know when you're ready.
[AGENT][NEUTRAL] 801144.
[AGENT][NEUTRAL] Your main invoice, I'm getting that invoice number.
[AGENT][NEUTRAL] 639-144.
[CUSTOMER][NEUTRAL] And the, and is there a way that you can set me up to always get the invoices online or no?
[AGENT][NEUTRAL] Yeah, um
[CUSTOMER][NEUTRAL] Because I, I never got the physical invoice. Yeah, OK.
[AGENT][NEUTRAL] Yeah, is the what is the um account.
[AGENT][NEUTRAL] It we have that it's going to [PII]. Is that your email address?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I wonder why that was.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because we have it set up as electronic online and we have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you see if maybe it's in your spam?
[CUSTOMER][NEUTRAL] No, so what happened was I got a notification and then I've been emailing back and forth with the care team because the notification was for the invoice that I had already paid.
[CUSTOMER][NEUTRAL] But then today when I logged in I saw like the new invoice because somebody wrote me back and they're like no that payment was for that payment we received was for your um May invoice and then when I logged in today then I saw the new invoice.
[CUSTOMER][NEGATIVE] It was weird, like, when I got the notification, I guess, I don't know, like it just sent me to like the same invoice number that I had already paid. That's why I was so confused.
[CUSTOMER][POSITIVE] But we'll, I'm sure we'll set it up now and it'll be good going forward because it was like the first month that we um
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That we work together.
[AGENT][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] 639-1448.
[AGENT][NEUTRAL] In May, and did you get that invoice um for [PII] from the customer care representative?
[CUSTOMER][NEUTRAL] Not yet, no.
[CUSTOMER][NEGATIVE] Cause the website is not showing it for some reason. It says that it's down. I don't know why.
[AGENT][NEGATIVE] Yeah, it won't let you download it for right now um that doesn't have that capability, um.
[AGENT][NEUTRAL] I'm looking through the invoice. Does that look like the correct amount? Like did you guys have any changes or anything? I just wanna make sure, OK.
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, it looks fine.
[AGENT][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK. So the card number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and I'll have this receipt emailed to um the AP email address and I'm gonna go ahead and send that invoice um since you haven't received it yet from [PII].
[CUSTOMER][NEGATIVE] Yeah. No, I did, I did. It just went to my junk. I had to move it.
[AGENT][POSITIVE] OK, OK, good.
[CUSTOMER][POSITIVE] I just received it. So thank you so much for that.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Alright, so that payment was successful. Um, is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, so I just kinda wanna understand so when is this, when is the invoice generated? When was this invoice so like this was May, right? This was the premiums for May, so when am I gonna get um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is the bill period for May. So this, this would have come in when [PII] to my inbox?
[AGENT][NEUTRAL] June
[AGENT][NEUTRAL] Uh, no, so let's see, looks like you guys are.
[AGENT][NEUTRAL] Looks like you guys [PII] arrears, yeah, so you guys bill in arrears, so, um, your June invoice will be available on the [PII], um, so it's always, um.
[AGENT][NEUTRAL] After the
[CUSTOMER][NEUTRAL] Within the month that it's gonna
[AGENT][NEUTRAL] Yeah, so it's always after the [PII], um, or the [PII] of the month. So like that Monday after the [PII] is when your invoice will be available. So your June invoice will be available on [PII], so that'll be next Monday.
[CUSTOMER][NEUTRAL] Mm, OK. So this would have been available when? [PII] also?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yeah, so May would have been available on.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Because it, it goes, it goes by the Monday, yeah, so it's the Monday after the [PII]. So the next the Monday after the [PII] was the [PII].
[CUSTOMER][NEUTRAL] So this was sent to me on the [PII].
[CUSTOMER][NEUTRAL] OK, so this would have
[CUSTOMER][NEUTRAL] OK, so then, and then I have like around 15 days to pay it.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] OK. I just don't wanna, I wanna get into a good cadence, you know, make sure I don't mess up.
[AGENT][NEUTRAL] Yeah, yeah, generally, um, like most months, like I would say around the [PII] is a good date to set because that's pretty much like the latest that a bill will generate, so I would say like maybe if you want to set a specific date, pick like the [PII] or the [PII], um, just set a reminder every month if you want, um, but that's generally the date is between the [PII] and the [PII], um, but it's always the Monday after the [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Just wanna make sure I get into a good cadence with this.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's our um
[CUSTOMER][POSITIVE] All right, perfect. So thank you so much. I really appreciate your time um on the phone today and helping me navigate the website and I'll make sure to enter our um account information. OK? Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a great rest of your week. Thank you for calling APM.
[CUSTOMER][POSITIVE] OK you too bye bye. Thanks.
[AGENT][NEUTRAL] Bye