AccountId: 011433970860
ContactId: 8625becb-1dd4-4da0-805b-fd1f37c51c75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230919 ms
Total Talk Time (AGENT): 111571 ms
Total Talk Time (CUSTOMER): 115231 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8625becb-1dd4-4da0-805b-fd1f37c51c75_20250415T19:58_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], this is [PII] in the care team. I've got, um, Miss, hi, I've got Miss [PII] on the phone. She is the contact person for group number 269-51.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] She's having some trouble paying she uh, she thinks that she's set up for automatic payments um looking under billing I don't see that so I'm transferring over.
[AGENT][NEUTRAL] Yeah, we don't have autopay yet.
[CUSTOMER][NEUTRAL] Yeah, I didn't think so but I'm transferring her on over to you so you can help her further as far as uh paying her invoice.
[AGENT][NEUTRAL] Yes ma'am, could you uh give me that callback number real quick?
[CUSTOMER][NEUTRAL] Yes ma'am. Her callback number is [PII].
[AGENT][POSITIVE] All right. Thank you. I'm ready for her.
[CUSTOMER][POSITIVE] Alright thanks [PII] bye bye ma'am.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you this morning or this afternoon? I apologize.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Fine yes that's OK. No, that I just wanted to verify that we are on group billing and autopay, I mean.
[AGENT][NEUTRAL] Uh, well, I don't know that, uh, let me check that real quick.
[AGENT][NEUTRAL] She said you're having an issue paying a bill?
[CUSTOMER][NEUTRAL] No, no, I'm not, I'm not having an issue. I was just logged. I, I log in and I just wanted to be sure that we if we are in auto pay because when I go to manage payment account online you have my routing number and account number but it and when I try to edit it edit the bill, but I don't know if we have auto pay, no.
[AGENT][NEUTRAL] Oh, OK. Just wanted to make sure.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No ma'am, that is just saving your information kind of like an auto fill so that when you go to pay your bill each time you don't have to reenter that those numbers so that's not an auto pay uh feature.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How could I go and set up auto pay?
[AGENT][NEUTRAL] Um, if you would, you can send an email over to me, um, and I can get it to the right person. We don't actually offer auto pay at this time. It doesn't go into effect until later this year, but, um, there are a.
[CUSTOMER][NEUTRAL] Oh, OK, then forget it. So we, I will have to pay. So how do I pay, pay an an a payment account? Where do I go to pay because I'm online and I wanted to pay my account.
[AGENT][NEUTRAL] Well it doesn't look like you have any open invoices at this time. It looks like one was processed just today um I'm not sure when that was set up, but it was processed today so your April invoice has already been paid.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK, so, so I have April is already been paid. OK, perfect. Then I have to wait until [PII]. OK.
[AGENT][NEUTRAL] But um
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, they, um, they'll probably generate the new invoices for next month. I think it'll be this weekend, so it should be available as early as next week, um, however, it's not due until the [PII]. Um, if you'd like I can send you uh a user guide for our online service center that gives you all the ins and outs of everything that you're able to do on there if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, OK, you have my email correct?
[AGENT][NEUTRAL] I do. Is it [PII]?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] All right, I'll get that straight over to you and um even if you have uh questions you're more than welcome to call back but I just thought that would be a nice reference for you.
[CUSTOMER][POSITIVE] OK, thank you very much, OK.
[AGENT][POSITIVE] Yes ma'am, I hope you have a great day. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it. OK, thank you.
[AGENT][POSITIVE] All right, have a great day. Thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK.