AccountId: 011433970860
ContactId: 68c27902-2d6b-4440-a6ed-1769b7ed6672
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508399 ms
Total Talk Time (AGENT): 153057 ms
Total Talk Time (CUSTOMER): 186180 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/68c27902-2d6b-4440-a6ed-1769b7ed6672_20250204T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh yes. My name is [PII] and I'm calling on behalf of HR Management Consultants Inc.
[CUSTOMER][NEUTRAL] We uh received an invoice for the premium.
[CUSTOMER][NEUTRAL] And uh I would like to know if there's a way that I can set it up to be paid um automatically with a credit card.
[AGENT][NEUTRAL] Um, the only thing that we have available for any type of auto pay at the group level is, um, the group would have to request our ACH information and then um the group would need to set that up on their end but they would have to be the one that initiates that, um, each month we don't have any kind of like bank draft at the group level.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and we cannot pay with a credit card, yeah.
[AGENT][NEUTRAL] You can pay with a credit card or debit card over the phone, yes.
[CUSTOMER][NEUTRAL] Over the phone, yes. And do I have to call you or, or another number or how would it work?
[AGENT][NEUTRAL] No, you can, you, you can pay, you can pay it with me.
[CUSTOMER][NEUTRAL] OK, so let me hold on, let me get my credit card.
[AGENT][NEUTRAL] Uh, do you have your group number?
[CUSTOMER][NEUTRAL] In I
[CUSTOMER][POSITIVE] Yes, I have everything in here.
[CUSTOMER][NEUTRAL] Hey hold on let me get my.
[CUSTOMER][NEUTRAL] My credit card, hold on.
[CUSTOMER][NEUTRAL] The system is very slow. I'm sorry, I apologize.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, are you ready?
[AGENT][NEUTRAL] I need the group number.
[CUSTOMER][NEUTRAL] OK, the group number is 80099.
[AGENT][NEUTRAL] Can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And what about the uh contact person we should have on file?
[CUSTOMER][NEUTRAL] Well, I don't know if they put me or if it's uh [PII] or [PII].
[AGENT][NEUTRAL] We don't have either one of those.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes. And is there an email address for him?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] R M
[CUSTOMER][NEUTRAL] HRMCs.com.
[AGENT][NEUTRAL] [PII] OK and um the contact phone number we should have.
[CUSTOMER][NEUTRAL] OK, hold on, let me get out.
[CUSTOMER][NEUTRAL] OK, it should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is that a good phone number, uh, to call back just in case we get disconnected?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Uh, well, well, no, that's his, I, I thought you made the contact. My phone number is [PII], yeah, I mean [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you very much. And your
[CUSTOMER][NEUTRAL] I thought you wanted the one or hobby, I'm sorry.
[AGENT][NEUTRAL] You're wanting to, uh, make a credit card payment. What invoice are you wanting to pay?
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] Invoice number 6381191.
[AGENT][NEUTRAL] Alright, that's the January invoice. Do you know that the um November and December invoice is still outstanding as well?
[CUSTOMER][NEUTRAL] Oh, probably we didn't receive the copy.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] We haven't paid anything, any of them?
[AGENT][NEUTRAL] Um, let me double check, but it does not look like it.
[AGENT][NEUTRAL] Um, no, ma'am.
[CUSTOMER][NEUTRAL] OK, I, I can pay them, but can you send me copies of the invoices because I don't have, I don't have any.
[AGENT][NEUTRAL] I can send it to um the email address that we have on file.
[CUSTOMER][NEUTRAL] For my records,
[CUSTOMER][NEUTRAL] OK, which one is that you have, the one on [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I, can I give you my email, or you only have one email?
[AGENT][NEUTRAL] I, I can only send it to him, but if he wants you to be an authorized contact, he can, uh, give us, or shoot us an email and give us your information and we can add that in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, send them to him and then uh I, I will send him an email to him to, to send them back to me and to, to authorize me.
[AGENT][NEUTRAL] Alrighty, let me get everything else done. Alright, so you want to pay all 3 invoices?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] All right. I have that total as 883 74.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 83.
[CUSTOMER][NEUTRAL] 74. And can you give me uh the amount for each month, please, if it's not too much.
[AGENT][NEUTRAL] 29458.
[CUSTOMER][NEUTRAL] 294 58 each month. OK. Oh, it's the same month. OK, I'm sorry. OK, 294. OK, so let's, let's pay it and
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, you're fine. Let me finish entering this real quick.
[CUSTOMER][NEUTRAL] And then uh I'll talk to him.
[AGENT][POSITIVE] All righty, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, the card is [PII].
[CUSTOMER][NEUTRAL] 6000.
[CUSTOMER][NEUTRAL] 7241.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] And the expiration date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] maybe.
[AGENT][NEUTRAL] All righty. Let me finish putting.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Can you spell, uh, I wanna make sure I have the, uh, correct spelling of, um, [PII]'s email. Can you spell it for me?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] H R M C S
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Bear with me just a little bit longer.
[AGENT][POSITIVE] Alrighty, all 3 invoices have been paid. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's it. And your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], OK, thank you very much.
[AGENT][POSITIVE] Thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.