AccountId: 011433970860
ContactId: 77167b3a-4441-4ee4-a6a5-a120cd082d58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328660 ms
Total Talk Time (AGENT): 146131 ms
Total Talk Time (CUSTOMER): 139426 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/77167b3a-4441-4ee4-a6a5-a120cd082d58_20250625T20:27_UTC.wav
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[CUSTOMER][NEUTRAL] I was 13 right here.
[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I wanted to uh pay a bill and put it on auto pay.
[AGENT][NEUTRAL] OK, is it for a group?
[CUSTOMER][NEUTRAL] Yeah, I'm also it looks like your portal changed and I have to make a new account, is that correct?
[AGENT][NEUTRAL] Yeah, you're gonna have to resign up. OK, what is the group number?
[CUSTOMER][NEUTRAL] Yeah, so I was struggling with that. Um, it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tell you it's um 17338.
[AGENT][NEUTRAL] OK, let me pull that up here.
[AGENT][NEUTRAL] And if I can get the name of the group and the address?
[CUSTOMER][NEUTRAL] Sure, give me a second, it's um wait.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] SCSC Enterprises LLC [PII].
[AGENT][NEUTRAL] Thank you. And then what is your first name?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Alright, so at this time we don't do any sort of automatic payment. You guys can still pay online through ACH if you want to uh, the service center did change so if you need help setting that up I can advise you on how to get that set up.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um, yes, OK, so I'm on, I'm, I'm there. I did group but I put in my group number, so there's no option for auto pay for you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, there's not unfortunately you can save the uh banking information and then just log in and pay with the uh routing and checking. Now when you click on group it asks for group number and some other information the only things required are the group number and email on record. The email that's on the group, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm, yeah, is that the Gladys or is that a different one?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that's do that. OK.
[CUSTOMER][NEUTRAL] OK, so, so I have one account open now, um.
[CUSTOMER][NEUTRAL] Um, can I choose a different, so, OK, so now it says email address for verification.
[AGENT][NEUTRAL] So it does right, it does send a verification code, so you need to put that email in and you'll have to be able to access it to get a code.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] Can I put a different email or I have to do the same one?
[AGENT][NEUTRAL] So once it's initially set up on this you guys can add additional users if you need to have more than one email address on file it just initially has to be set up under this one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK fine so I'm gonna put that in and then send verification so then I send the verification code before I.
[AGENT][NEUTRAL] Mhm. And then once you get that code, you'll put it in, click verify, and then you'll set up the password for the uh for the group.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got it. Can you send me the.
[CUSTOMER][NEUTRAL] OK, can I pay the open bill over the phone so I know that's taken care of?
[AGENT][NEUTRAL] Uh, if you wanna pay the invoice over the phone, absolutely, give me, do you have the invoice number by chance or if not I can get it.
[CUSTOMER][POSITIVE] Yes, I can give that to you um it is.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So it ends in 1787 for 119019.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're gonna pay the one ending in 1787?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, is that the only one opened?
[AGENT][POSITIVE] That's great.
[AGENT][NEUTRAL] It looks like July is just generated.
[CUSTOMER][NEUTRAL] Just generated. OK, fine, so that's not due yet.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then so you can pay over the phone only by debit or credit card, is that OK?
[CUSTOMER][NEUTRAL] Oh, I wanted to pay with a bank account.
[AGENT][NEUTRAL] And then you'll, yeah, you'll have to.
[CUSTOMER][NEUTRAL] Is there a processing fee?
[AGENT][NEUTRAL] We can't unfortunately take ACH over the phone so once you get logged in you can do that on the website.
[AGENT][NEUTRAL] I can only take
[CUSTOMER][NEUTRAL] Um, OK, fine, so.
[CUSTOMER][NEUTRAL] Is there gonna be an issue if I do it tomorrow?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm not sure when it was due exactly.
[AGENT][POSITIVE] Yeah, no, you can do it tomorrow. That would be just fine.
[CUSTOMER][NEUTRAL] OK, because I see it says the [PII].
[AGENT][POSITIVE] Yeah, it'll be all right if you guys do it tomorrow though. Everything is still active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Did you need anything else?
[CUSTOMER][POSITIVE] Um, no, that's it, thank you.
[AGENT][POSITIVE] You're welcome. I hope you have a good rest of your day.
[CUSTOMER][NEUTRAL] I was thinking if I send a check, but OK, thank you.
[AGENT][NEUTRAL] Mhm, OK.