AccountId: 011433970860
ContactId: 77169ac5-4704-40be-97c5-5d1c4dfedc26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 820340 ms
Total Talk Time (AGENT): 290299 ms
Total Talk Time (CUSTOMER): 140519 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/77169ac5-4704-40be-97c5-5d1c4dfedc26_20250122T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, is there any way that I can make a payment over the phone?
[AGENT][NEUTRAL] Um, yeah, absolutely, we can take a look at that. Is it for your individual policy?
[CUSTOMER][NEUTRAL] Yes, my husband's, yeah.
[AGENT][NEUTRAL] OK, uh, do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number, let me see if it's here.
[CUSTOMER][NEUTRAL] There's an invoice policy. Could it be 2570055?
[CUSTOMER][NEUTRAL] That, uh, there's two, him and the son 2570054.
[AGENT][NEUTRAL] That sounds
[AGENT][NEUTRAL] OK, sounds like that might be right. Let me take a look.
[AGENT][NEUTRAL] What would be the uh name on the policy?
[CUSTOMER][NEUTRAL] [PII], oh well, I think they put it under the business and a consulting services.
[AGENT][NEUTRAL] Um, no, this has a specific name on it, which
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, it's a different first name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, it's under [PII].
[CUSTOMER][NEUTRAL] That's weird. OK.
[AGENT][NEUTRAL] Um, all right, and let's see here.
[AGENT][NEUTRAL] Are you able to verify on the policy the date of birth and address that would be on here?
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] My husband's date of birth is [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And [PII], let me see what I have it here. Hold on a second.
[CUSTOMER][NEUTRAL] [PII] it's 721-94.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] So are you wanting to make a payment for [PII] and [PII], or?
[CUSTOMER][NEUTRAL] Yeah, the 19,640.
[AGENT][NEUTRAL] Do you have an invoice number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Invoice, let me see what it says here. It just says 1125 202025, 0 no, I'm sorry, 637.
[CUSTOMER][NEUTRAL] 8514.
[AGENT][NEUTRAL] OK, let me pull the invoice and take a look.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it looks like I pulled the invoice, [PII], um, yeah, it looks like it's the amount for both of them under the group, so that makes more, that makes more sense to me now. I'm sorry, um, can you just, can you just verify please, um, the email address we would have on file and the address for the group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] OK, you should have [PII].
[CUSTOMER][NEUTRAL] Apartment 3306.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, let me get somebody on the line in billing that can take the payment and you're paying with a credit card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] She's not a group.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][POSITIVE] Yes, you know, uh, as a matter of fact, I wanna make this like um an automatic uh debit from our checking account all the time.
[CUSTOMER][NEUTRAL] Is that possible?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I was actually coming back because [PII] is the um the contact for the group, so if you were gonna be making the payments for them, then we need to get you added as a contact for the group um have you, have you guys ever done any of the billing or anything online because you can do the payments online too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, but the problem is that he wants it automatically. He doesn't want to worry about this every month.
[AGENT][NEUTRAL] He wants it to be OK drafted every month. OK, alright, so let me give you an email address where you can send information to get you added so we can take the payment from you over the phone. Let me give that to you first and then we can um talk about getting that set up for automatic draft.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the email address that you're gonna send this information to is billing [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] C as in cat, O L L.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I sent an email stating that I want um.
[CUSTOMER][NEUTRAL] I want to be part of um.
[AGENT][NEUTRAL] That you
[AGENT][NEUTRAL] That you would like to be added as a contact for this group in AE consulting services.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the group number for them is 80, uh huh.
[CUSTOMER][NEUTRAL] OK, hold on a second.
[CUSTOMER][NEUTRAL] OK, I would like to be added as a what? as a group um member?
[AGENT][NEUTRAL] As a um contact.
[CUSTOMER][NEUTRAL] Oh, contact.
[CUSTOMER][NEUTRAL] For this policy.
[AGENT][NEUTRAL] And the group number for them?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So that's it. I just write an email to them.
[AGENT][NEUTRAL] Mhm and so they can update that information for you on the group so then we can take the payment because right now it just has [PII] nobody else listed.
[AGENT][NEUTRAL] Um, and then let's see what we need to do to set up, um.
[AGENT][NEUTRAL] ACH.
[AGENT][NEUTRAL] I think the ACH may be actually done online. Let me see.
[CUSTOMER][NEUTRAL] So it's really under NA consultant, right?
[AGENT][NEUTRAL] Mhm. Correct, yeah.
[AGENT][NEUTRAL] That's what it's under for the payment and the invoice and all of that, that's correct, yeah.
[CUSTOMER][NEUTRAL] OK, so I just email them.
[AGENT][NEUTRAL] Yeah, just um uh email them and let's see.
[AGENT][NEUTRAL] So it looks like as far as the group for them both to make the payments, the options are just to do it through standard mail um online.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Through their routing number and stuff like that.
[CUSTOMER][NEUTRAL] Yeah, I have a routing number, yeah.
[CUSTOMER][NEUTRAL] That's a uh.
[CUSTOMER][NEUTRAL] From the bank straight from the bank.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] From my checking account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK [PII], do you have an email that I can send you like a user guide for because to set up the bank withdrawal and stuff like that, it's done through our website and we have like a user guide that I can send you on how to do that which would make it much easier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can send it at [PII].
[CUSTOMER][NEUTRAL] Realtor, R E A L T O R.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me send this to you and I think this will all.
[AGENT][POSITIVE] Make it much easier.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I am sending you this email now and um then just send over an email to have you added as a contact. Hopefully they can get that done by the end of the day and then you can just go ahead and make the payment as an approved contact.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can check on for you today?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] All right. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you