AccountId: 011433970860
ContactId: 79d27cb0-ec69-4c9a-9801-6db0a529b66f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 704020 ms
Total Talk Time (AGENT): 224949 ms
Total Talk Time (CUSTOMER): 156081 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/79d27cb0-ec69-4c9a-9801-6db0a529b66f_20250109T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good afternoon. My name is [PII], and I am a, uh, I've got my company supplemental benefits with you guys, and I had some billing confusion, and I got a, a bunch of invoices that I gotta get paid. I've been trying to pay, but there, there are no open invoices in my portals to pay them online.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. What's that group number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I don't know how let me see where I get to pull the bill for you.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Group number 26111.
[AGENT][NEUTRAL] All right. Would you verify the address and phone number for me, please?
[CUSTOMER][NEUTRAL] [PII] telephone is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, I did find that. Let me see.
[AGENT][NEUTRAL] I see that the group has been lapsed. Let's see here.
[CUSTOMER][NEUTRAL] Yeah, I got an email that if I pay them by certain because this has happened before, I keep thinking that this thing goes on auto draft because I put my bank account information in, but I guess y'all don't auto draft.
[AGENT][NEUTRAL] Oh, yes, sir. We don't offer that quite yet. Uh let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I got an email from I guess uh I'm copying on this, uh, Miss [PII].
[CUSTOMER][NEUTRAL] As long as I pay them by the [PII], everything's gonna get reinstated so.
[AGENT][NEUTRAL] All right, so let me figure this out here.
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEUTRAL] I don't, mm
[AGENT][NEUTRAL] Did you receive anything that uh showed you what invoices were outstanding?
[CUSTOMER][NEUTRAL] Yeah, I do have the invoice numbers um.
[CUSTOMER][NEUTRAL] It's going to be let's see, I opened some of them here.
[CUSTOMER][NEUTRAL] This is um.
[CUSTOMER][NEUTRAL] Hold on sideways invoice number on this one is.
[CUSTOMER][NEUTRAL] 637-563-4
[CUSTOMER][NEUTRAL] That's December. There's some other ones too.
[AGENT][NEUTRAL] Yes, sir. Let's see here.
[CUSTOMER][NEUTRAL] So maybe I'm just too early and they'll post overnight or something I don't know but.
[AGENT][NEUTRAL] No, sir, I don't believe they're going to post on the online portal, um.
[AGENT][NEUTRAL] I believe that it's just gonna be um in our system, given that the group has lapsed. I'm not 100% sure of that. I do apologize. I am still learning the ropes. Let's see.
[CUSTOMER][POSITIVE] No, no worries.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[CUSTOMER][NEUTRAL] Or can I pay online or like go over the phone?
[AGENT][NEUTRAL] I don't believe you'll be able to pay them online, but I would be able to take payment by phone, um, from a credit card or it could be the check could uh check could be mailed or an uh.
[CUSTOMER][POSITIVE] Yeah, I can do a credit. Yeah, I can, yeah I could do a credit. Yeah, I'd rather get it done via because they want just about a [PII] with the holiday and, and no mail running today, so.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] If I can just pay, I'll pay over the phone with a card, that'll be fine.
[AGENT][NEUTRAL] OK, so what month was it that um you said the December?
[CUSTOMER][NEUTRAL] Is it going to be it looks like August through December, August, September, October. I, I've got I can pull all the invoice numbers if that'll help you.
[AGENT][NEUTRAL] August through December, OK.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] No, no, that's fine. I just need to know the month that's let's see [PII], OK.
[AGENT][NEUTRAL] Oh, let's see
[AGENT][NEUTRAL] I just need to make sure that I get this right because this will be the first time I've done something.
[AGENT][NEUTRAL] Without it being
[AGENT][NEUTRAL] In the system like that, let's see here.
[AGENT][NEUTRAL] I can definitely see all of them. Let's see.
[AGENT][NEUTRAL] Were they all the same amount?
[CUSTOMER][NEUTRAL] I believe they are they offer at 11, let's see.
[AGENT][NEUTRAL] 1140 67.
[CUSTOMER][NEUTRAL] I I think that's right, 11:40 67 and.
[CUSTOMER][NEUTRAL] 11:40 67 yep, they offer for the same month.
[AGENT][NEUTRAL] OK, so it looks like it'll be a total of $5,703.35. I am just making sure I am able to.
[AGENT][NEUTRAL] Take that in this manner, and
[AGENT][NEUTRAL] She's in a call.
[CUSTOMER][POSITIVE] Always the case, no worries, no worries.
[AGENT][NEUTRAL] I apologize.
[AGENT][NEUTRAL] All right. Let me get that pulled up while we're waiting. Let's see.
[AGENT][NEUTRAL] I do believe that they are trying to work on getting a draft set up, but in the meantime, if your bill is not going to change, it stays pretty consistent, you could set up with your bank to auto draft to us each month for the same amount. Mhm.
[CUSTOMER][NEUTRAL] Yeah, due to the electronic check, mhm yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] August
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, they tell me I can't. August through December.
[AGENT][NEUTRAL] Let me just get all of these numbers real quick.
[AGENT][NEUTRAL] Well, I'll just put August through December.
[AGENT][NEUTRAL] 4.
[AGENT][NEUTRAL] Alright, so it looks like my manager that was on the phone is responding, but someone else told me it was OK to go ahead and take the payment. So while I'm waiting for her response, I'm gonna go ahead and get your card number from you real quick.
[CUSTOMER][NEUTRAL] OK, it's a Visa.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, let's get this here. I have an amount of $5,703.35.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sometimes people don't realize the urgency behind my messages.
[CUSTOMER][NEGATIVE] No, that's, it disturbed my day.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] [PII] was telling me that it'd be OK. I just wanted to wait for her, but
[AGENT][NEUTRAL] She saw that I was on the phone with you though.
[AGENT][NEUTRAL] That's what happens when you ask more than one person. OK, she said I could take it. OK.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Alright, so once I have this process, I will have an authorization number for you, but I can also send you an uh a rece a receipt via email.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] All right, my authorization number is 075.
[AGENT][NEUTRAL] 22 G as in Geronimo and um is the NA uh at Allstate a good email that I can send that receipt to?
[CUSTOMER][POSITIVE] It it is yes ma'am.
[AGENT][NEUTRAL] All right. Let me get this sent over to you.
[AGENT][POSITIVE] Alright, you should receive that shortly. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No ma'am, that'll be all thank you so much.
[AGENT][POSITIVE] Yes, sir. You have a great day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Appreciate it thank you bye.
[AGENT][NEUTRAL] Mm. Bye-bye.