AccountId: 011433970860
ContactId: 8464e1b8-b353-45f5-a69f-953f70e391b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404959 ms
Total Talk Time (AGENT): 128640 ms
Total Talk Time (CUSTOMER): 139069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/8464e1b8-b353-45f5-a69f-953f70e391b7_20250619T15:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm in the claims department of ACL. I have a representative for a group online. Um, what she's wanting to do is that we're, we're having to fix her records so that she can go on the OSC and make a payment, but she wants to make a payment right now, and I was wondering if I could transfer to you if you were able to accept your payment.
[AGENT][NEUTRAL] Yeah, yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what group is she with?
[CUSTOMER][POSITIVE] For the great.
[CUSTOMER][NEUTRAL] It's 25213.
[AGENT][NEUTRAL] 25213.
[CUSTOMER][NEUTRAL] And I'm talking to a [PII] and a verifier.
[AGENT][NEUTRAL] [PII], you said her name is?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, yeah, let me get that pulled up invoice pulled up please.
[AGENT][NEUTRAL] All right. And her callback number, did you get a callback number from her?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. You can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, thank you very much
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Uh yes ma'am, this is [PII].
[AGENT][NEUTRAL] All right. I understand you'd like to go ahead and uh make a credit card payment um for your June invoice.
[AGENT][NEUTRAL] Looks like the total is
[AGENT][NEUTRAL] For 4:30 56.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Give me 1 2nd and I'll be ready to take that card information.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And that invoice number is 6390696.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] I beg your pardon?
[AGENT][NEUTRAL] I'm ready for that card number.
[CUSTOMER][NEUTRAL] Oh, I always pay by check automatically. You don't have the automatic information?
[AGENT][NEUTRAL] Uh, you'll have, you'd have to submit that online, so you'd have to pay that online, um, over the phone we can only take a credit card or debit card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you usually log into the online service center, um, you'd have to pay log on.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEGATIVE] Yeah it's not working.
[CUSTOMER][NEGATIVE] I'm not, it's not working that's why she transferred me to you it's not working.
[AGENT][NEUTRAL] OK. OK. She told me that you wanted to make a payment. Um, uh, OK.
[CUSTOMER][NEUTRAL] The email
[CUSTOMER][NEUTRAL] No, I do wanna make it. I have to make the payment, but I didn't know you were gonna ask me for a credit card. I thought automatically you have the, the, um, the information that I don't have to enter the information every month it automatically, you know, let me pay it, you know, with the checking account, so that's what.
[AGENT][NEUTRAL] Yeah, yeah, we do have a new um website. So with the new website, it doesn't go by username anymore, it goes by um email so you'd have to um register your account with the email that we have on file.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I know, but
[AGENT][NEUTRAL] And um
[CUSTOMER][NEGATIVE] It's a little glitch.
[CUSTOMER][NEGATIVE] It's not working, but that's that's why I'm calling I don't wanna call you.
[AGENT][NEUTRAL] What email are you?
[AGENT][NEUTRAL] Yeah, what email are you using to register?
[CUSTOMER][NEUTRAL] I'm using um our regular email mail.
[CUSTOMER][NEGATIVE] I just need, I don't know why it's not working. I've been doing this for 3 years paying like this and this thing y'all got, you have a new system.
[AGENT][NEUTRAL] Yeah, when you go to the new website, when you, um, you have to click create a new account and register with all the information that we have on file, um, but we don't have you as the group contact so if you want I can still.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You have
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] You have a male's name as the group contact.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, is [PII] nearby?
[CUSTOMER][NEUTRAL] But I should be
[CUSTOMER][NEUTRAL] No, [PII]'s not here. I should be the second. My name is on there too, it should be.
[AGENT][NEUTRAL] Yeah, we don't have that.
[CUSTOMER][NEUTRAL] I was the one that opened the account, so I don't know why my name isn't on there.
[CUSTOMER][NEUTRAL] Mail didn't start until last year, so I don't know why my name isn't on here.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] The history.
[CUSTOMER][NEUTRAL] When did you, when did you, um, um.
[CUSTOMER][NEUTRAL] Your when did all this start with APL is opening up a new account?
[AGENT][NEUTRAL] Um, on [PII].
[CUSTOMER][NEGATIVE] Yeah, but you guys should have done this all these glitches later and I just wanna pay a bill and it seem like it's like uh.
[CUSTOMER][NEUTRAL] However,
[CUSTOMER][NEUTRAL] This made my 2nd time trying to do this.
[AGENT][NEUTRAL] Yeah, we don't have your name anywhere on the account, so I would either need [PII] to call or um we would need permission from her to speak or from them to speak with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, alright, well.
[AGENT][NEUTRAL] Or they can send an email to add you as a good contact.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, we did all that. We did all that, but that's OK. OK, alright, when [PII] comes back we'll call.
[AGENT][POSITIVE] OK, all right, thank you.
[CUSTOMER][NEUTRAL] Alright