AccountId: 011433970860
ContactId: 6f309804-5141-4554-a28a-b9fefbe52c80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501260 ms
Total Talk Time (AGENT): 229707 ms
Total Talk Time (CUSTOMER): 182014 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/6f309804-5141-4554-a28a-b9fefbe52c80_20250507T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi, uh, one second, [PII], um, how are you? I'm calling from plus computer system.
[CUSTOMER][NEUTRAL] Uh, do you need the group number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's 80127. It's a quick question.
[AGENT][NEUTRAL] OK, let me look up your group real quick.
[AGENT][NEUTRAL] OK, and what is your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look real quick, ma'am. um, can you please verify the group physical address for me?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK thank you very much and then also so um if you wouldn't mind can you please uh give me your email address?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying the information for me. And you said you had some questions. How can I help you?
[CUSTOMER][NEUTRAL] Yes, we are new again with the APL because we used to have APL, uh, like a couple of years ago and uh we used to pay out by automatic payment so I see the last two payments that I have to go through the web page and authorize because they have like the our banking account.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Already already registered but I have to go through I mean every month to auto um authorize the payment there is any way that we can set up for automatic payment.
[AGENT][NEUTRAL] Uh, at this time we do not have the option to have it automatically bank drafted for you, um, maybe in the future we will have that available, but at this time you still have to go through and authorize it every month.
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So um there is any chance that I received the invoice by by email so I don't have to wait for the the the regular mail?
[AGENT][NEUTRAL] Uh, you can receive it by email, but you can also see it in the online service center.
[CUSTOMER][NEUTRAL] Yeah, but if I receive by email like I'm, I won't forget, you know.
[CUSTOMER][NEUTRAL] To pay.
[AGENT][NEUTRAL] I understand, um, right, I understand. So what I'm gonna do is I'm gonna um go ahead and transfer you on over to the group billing department so that we can talk to them about sending it by email every month to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's gonna be a a quick hold and um we thank you for calling APL. Is there anything else I can help you with before we go to group [PII]?
[CUSTOMER][POSITIVE] No, it's, that will be all. Thank you.
[AGENT][POSITIVE] Alright you have a blessed day and thanks for calling APL. It's gonna be a quick hold.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I have uh [PII] on the phone, and she has been verified. She is with group 80127.
[AGENT][NEUTRAL] She is calling first because she wanted to see if she can have her um invoice premiums automatically bank drafted and I told her at this time we don't have that option that she would have to verify through the OSC every month but then now she's asking can somebody please email her an invoice every month.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] An email but if they do generate an email every month, but she has the issue type they have it set to uh paper so I can change it to electronic, um, but if, uh, she needs to talk to someone in billing, I can, uh, help her with that. But yeah, uh, or if you wanna let her know that we'll change it to electronic delivery, um, we'll do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well I can just go back to her and tell her it's gonna be changed to electronic delivery for her, that way we don't have to transfer her again. OK, thanks, [PII], I appreciate it.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem, no problem. I'm changing that right now so you can let her know that it'll be for next month, OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will sure let her know. Thank you.
[AGENT][NEUTRAL] Bye-bye, [PII].
[CUSTOMER][NEUTRAL] No problem. Bye, [PII].
[AGENT][NEUTRAL] Hi there M. [PII], this is [PII] back with you again. So when I, um, when I went to transfer you to group billing, I let, um, [PII] know what was going on and that you wanted your invoices sent by email, and she has corrected that for you to be sent, um, by email through electronically by email and it'll start next month for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, for, uh, to each meal, we will receive it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you, can you, can you check the email that they have on file to send the the invoice?
[AGENT][NEUTRAL] Uh yes, ma'am. I can check that.
[AGENT][NEUTRAL] It'll be just one minute.
[AGENT][NEUTRAL] It's gonna go to uh the email on file for the contact person.
[AGENT][NEUTRAL] At [PII] [PII], no, it's [PII].
[CUSTOMER][NEUTRAL] Like my email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, but the thing is [PII], she's the contact, but I'm the one who who make all the payments in the company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I will let you um speak to group billing about that um we'll probably, well, actually I already know what we're gonna need to do if Miss [PII] can send in an email to us letting us know that we need to change that email address to your name, then we'll be able to do it that way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, so, um, I will ask her to send, but you can, you can leave it right now that that she, she will be receiving the invoice. I'm gonna let her know if she wants to leave this way I she she will probably wants to change, but I, I will ask her to send the email.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am and would you like the email address?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yes, ma'am. She'll need to send it to [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, OK, perfect. OK, I will let her know thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, you're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][POSITIVE] No, that will be all thank you so much have a great day.
[AGENT][POSITIVE] You have a good day too, and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.