AccountId: 011433970860
ContactId: 83010154-d962-46d9-81c0-29c398a3c51d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158610 ms
Total Talk Time (AGENT): 110493 ms
Total Talk Time (CUSTOMER): 51747 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/83010154-d962-46d9-81c0-29c398a3c51d_20250205T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], may I give you my group number?
[AGENT][NEUTRAL] Yes, please, what's your group number?
[CUSTOMER][NEUTRAL] It is 26678.
[AGENT][NEUTRAL] OK. And what's your name?
[CUSTOMER][NEUTRAL] The question, my name is [PII].
[AGENT][NEUTRAL] OK, give me one second. Let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK [PII], um, real quick, let me just verify your group information, um, so that I can help you. Can you please verify your group address and email address?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's it's [PII] and it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and it looks like the number you're calling from is the number we have on file and that's still a good number for the group, right?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] OK perfect thank you for verifying that information and how can I help you today?
[CUSTOMER][NEUTRAL] So I just can't remember if I put this, is this on auto on on ACH or is it still by check or can you pay online? I can't remember how this.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, so we don't have uh like an auto pay feature for groups, um, so you can, you can pay online, um, you can initiate an ACH payment that would be something you would have to, you know, if you set it up as a recurring, it would have to be through your bank, um, or you could initiate that each month, um, or you can also pay by check, and I can send you um a payment flyer that's got all of the information for all these payment methods if you'd like me to.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, OK, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine, yeah.
[AGENT][NEUTRAL] OK, yeah, I'll get that sent over to you. OK, um, do you, I can check and see if you have an online account if you're interested.
[CUSTOMER][NEUTRAL] I'll just write a check for now.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I thought I did, but I wasn't sure so that's why just so many changes that's why I went.
[AGENT][NEUTRAL] Yeah it looks like you do um let's see yes it's set up with your email I can give you the user name if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, it is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect user OK.
[AGENT][NEUTRAL] Yes ma'am and so I'll go ahead and send you that payment flyer it's gonna have our uh website address on there and so if you go to that website and click um forgot password and then you'll put that username in and that way it'll send you an email to reset your password so that way you'll have online access to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] OK, of course, you're very welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] OK awesome well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.