AccountId: 011433970860
ContactId: 9121e543-ea97-4b8b-878a-2f98a55aa318
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267760 ms
Total Talk Time (AGENT): 133645 ms
Total Talk Time (CUSTOMER): 107984 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/9121e543-ea97-4b8b-878a-2f98a55aa318_20250506T19:19_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] on the care team, and I've got a member on or a group on the line that wants to see if they're enrolled in autopay. I didn't know how to look at that, so.
[AGENT][NEUTRAL] We don't offer auto pay at the moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] But I can, I can talk to him but um what's that group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's 26867.
[AGENT][NEUTRAL] OK, give me a second.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was her name?
[CUSTOMER][NEUTRAL] Uh, [PII], and it's the I verified the address and phone number. Phone number is the one on file.
[AGENT][POSITIVE] Awesome, OK, you can send her on over.
[CUSTOMER][NEUTRAL] OK, I'll introduce you and then I'll release her. You said [PII], right?
[AGENT][POSITIVE] Thank you. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK [PII], I've got [PII] on the line. She's gonna assist you, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm good. I'm here because I'm on the website and I just always, I pretty sure I had to set on auto pay. There's a little bit of hiccup at the beginning, but now I'm looking, I don't see the payment taken out. Today's already [PII].
[CUSTOMER][NEGATIVE] And I'm just a little concerned.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Currently we do not offer auto pay um if you set your um billing information up in the online service center it's more like a um auto fill for each time you go in to pay it, you can only set up payment for open invoice.
[CUSTOMER][NEUTRAL] OK, so I'm here.
[CUSTOMER][NEUTRAL] I, I, I don't know. I'm here. I'm on the website and I don't see my payments, so how do I do this?
[AGENT][NEUTRAL] OK, give me one second. I'm gonna pull up uh.
[AGENT][NEUTRAL] You're here we go, let's see 26867.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, so it looks like you have April and May open. May is not currently, you know, it's not past due or anything, but um, it's just available. So if you were to click on the invoice, the line that has the invoice and the amount and everything, it'll highlight blue if you click on it, it'll show you the billing details, it'll pop you oh, I'm so sorry I thought you were already on the site, are you not?
[CUSTOMER][NEUTRAL] Where?
[CUSTOMER][NEUTRAL] I don't know where you're at.
[CUSTOMER][NEGATIVE] I'm on the site, but like the site is not very, you know, user, it's not very sophisticated, so when I go to pay stuff, it's like odd.
[CUSTOMER][NEUTRAL] So I just wanna pay this. I just wanna go ahead.
[AGENT][NEUTRAL] So do you
[AGENT][NEUTRAL] I apologize. There might be a little bit of delay in the call. I might talk over you and I apologize for that um on the on the page that you're looking at, do you see a list of open invoices?
[CUSTOMER][NEUTRAL] Yeah, it says I only have one open invoice for [PII]. The [PII] was paid on May on [PII] because I've only been with you guys for a year since [PII], so that means I'm in May. I've already had 4 payments, so I'm this is my fifth one.
[AGENT][NEUTRAL] I apologize. I guess that it didn't pull up the, the group when I hit search, it did not pull it up, so I do apologize. It is [PII] that's open.
[CUSTOMER][NEGATIVE] Yeah, cause you gave me a heart attack, you just gave me a panic attack right now and you said I had April and May open. So, no, OK. Yeah.
[AGENT][POSITIVE] I'm so sorry about that.
[AGENT][NEGATIVE] Sometimes it doesn't update.
[AGENT][NEUTRAL] Um, so if you see where the open invoices if you click on that, uh, line that's got like the invoice number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Then at below it should take a second, but it'll give you the billing details and.
[AGENT][NEUTRAL] At that point, if there's anyone that needs to be removed, say a termination or for whatever the case may be, you can always adjust the bill at this point and just write a little comment like termed 21 to 25, whatever the case may be, and you can put a 0 in the amount due or change the amount for whatever the reason may be, but once you're done, uh, reconciling you wanna hit the button that says submit invoice it should be in that blue bar just above the details.
[CUSTOMER][NEUTRAL] Um, oh, OK, got you, OK, and but if I have any changes, I could do them now before I submit, right?
[AGENT][NEUTRAL] And at that point it should walk you through it, yes ma'am, before you submit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, let me call you right back. I mean, actually, let me go through this. Thank you, thank you.
[AGENT][NEUTRAL] OK, just ask for someone in the billing department and they should be able to help you out.
[CUSTOMER][NEUTRAL] OK. OK. Bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.