AccountId: 011433970860
ContactId: 916e1236-58d6-4840-b745-a46e15c2aea6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221050 ms
Total Talk Time (AGENT): 140322 ms
Total Talk Time (CUSTOMER): 65229 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/916e1236-58d6-4840-b745-a46e15c2aea6_20250227T17:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone. She is with number 258-53.
[CUSTOMER][NEUTRAL] She's calling from number [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's calling because she wants to talk to somebody about setting her group up on auto pay.
[AGENT][NEUTRAL] OK, um, so we don't actually offer auto pay for groups, um, but I can, I can let her know that and I can give her her other options.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So thank you so much. You have a good day. We'll talk to you later. Bye-bye, ma'am.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you, [PII]. Bye bye.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, you are.
[AGENT][NEUTRAL] Hi [PII] how are you doing today?
[CUSTOMER][POSITIVE] I'm great. How are you?
[AGENT][NEUTRAL] Good, I'm doing well, thank you. Uh, so [PII] did give me your group information um so I've got your group pulled up and that is group number 25853 for Bree LLC, um, just to make sure that's correct, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK great and so she let me know that you were wanting to know how to set up um auto pay is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we actually don't offer auto pay for groups um we have some payment methods um that I can um share with you um I can send you a payment flyer that has this information as well, um, but we have our mailing address for groups to send checks to.
[AGENT][NEUTRAL] Um, we do have our banking information for you to send ACH payments to, um, and you can also make those payments each month in, in our online service center, um, but we're not able to set up auto pay.
[CUSTOMER][NEUTRAL] OK, no problem. That information won't be needed because I already set um up the ACH in the system. I just wanted to make sure like in case like, you know, I'm the one with the company or like I go on vacation and you know there's nobody that I have access that it it pulls automatically so that nothing happens, but I guess.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, I understand.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, I do see that, um,
[CUSTOMER][NEUTRAL] I guess have to keep pressing the button.
[AGENT][NEUTRAL] Yes ma'am, I do see that the EFT is scheduled for um your March invoice um so it looks like it's scheduled for tomorrow but they um they do have to be submitted each month um so um I can suggest though if if you're gonna be out um or anything if you're gonna maybe be late or something on a payment um if you'll just send us an email letting us know so that way we can at least notate the account um if you think you're gonna be late on a payment um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That way we'll at least you know have that confirmation, you know, um.
[AGENT][NEUTRAL] Um, or you can also share, you know, your login information if, if anybody would be, you know, taking your place while you're if you're gonna be out or anything, um, then that's fine as well, um, they, they can log in and and make any, um, payments or adjustments or anything.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] OK, no problem, [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you. I appreciate your time.
[AGENT][POSITIVE] OK, no problem. Well, thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.