AccountId: 011433970860
ContactId: 99edcbe4-8f88-4982-b662-bc0bdb1c1a70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143740 ms
Total Talk Time (AGENT): 66121 ms
Total Talk Time (CUSTOMER): 90025 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/99edcbe4-8f88-4982-b662-bc0bdb1c1a70_20250603T15:04_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], my name is [PII], and I am uh online trying to pay our group premium bill for June. I tried yesterday and today, and I keep getting an error message and it says to call. I don't know if it's under maintenance maybe or.
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's under maintenance.
[AGENT][NEUTRAL] Yes, ma'am. Um,
[AGENT][NEUTRAL] Yes Miss [PII], there the new online service center opened up yesterday and we are having some issues with it and they're trying to fix it, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I would just uh try again maybe tomorrow now if you wanted to pay your invoice over the phone you could do that also I can make sure you get to the right department if you wanted to do that if you didn't want to wait either way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it, uh, oh, I can try again tomorrow. I, I figured it was probably under maintenance or something. I'll I'll try tomorrow. I'm just, I'm trying not to mail checks too much anymore because we've had them stolen, so I'd like to do it online, but if I can't get it tomorrow, then maybe I'll call back and and do it that way. But I, I is there a way to just, uh, pay by account by our our routing and account number or does it only by credit card?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's only by card if you pay over the telephone, yes ma'am.
[CUSTOMER][NEUTRAL] If you do.
[CUSTOMER][NEUTRAL] OK, and that would, that would have to be [PII]'s credit card, not mine. I don't know that mine would, uh, has the limit so it has a limit. So, OK, I'll just try this way tomorrow. Go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, yes. And Miss, Miss.
[AGENT][NEUTRAL] OK, Miss [PII], what is your group number so I can make a note that you called again today and are still having issues.
[CUSTOMER][NEUTRAL] It's 15562.
[AGENT][NEUTRAL] OK, and your callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, I'm on my cell [PII], and it's this is Interstate battery in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you. And I appreciate your, your, your um patience while we're fixing it, Ms. [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much, Ms. [PII].
[CUSTOMER][POSITIVE] OK, OK, all right, thank you so much bye.
[AGENT][POSITIVE] Alright have a good day.