AccountId: 011433970860
ContactId: 9ac72fbd-0c41-4664-a901-01be5274b1f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129008 ms
Total Talk Time (AGENT): 63270 ms
Total Talk Time (CUSTOMER): 45470 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/9ac72fbd-0c41-4664-a901-01be5274b1f0_20250204T17:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got, um, Miss [PII] on the phone. She is the contact person for Group 26867.
[AGENT][NEUTRAL] 268
[CUSTOMER][POSITIVE] She is calling because she wants to, yes ma'am, and I've verified her the um phone number she's calling from is a good call back number.
[CUSTOMER][NEUTRAL] And she wants to get set up on auto pay.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Um, and you said, what was her first name? Uh, you were cutting out a little bit at the beginning.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Her name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, you can go into.
[CUSTOMER][POSITIVE] OK thank you you have a good day bye bye.
[AGENT][NEUTRAL] Me too.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, hi.
[AGENT][NEUTRAL] Hi, um, so I understand that you are wanting to see about getting set up on, on auto pay.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we don't have um an autopay option through us where we would initiate the autopay. Um, if you have um do you have an online service in your account? Do you know if you have that?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] A what?
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] I can't hear you. I couldn't hear you.
[AGENT][NEUTRAL] Oh, OK, do you know if you have an online service in your account? Yeah, it looks like you do, um, so that would be, it would be auto pay, but you guys have your bank and stuff set up so you would still have to go in every month to make a payment or you could set up a bill pay through your bank, um, that would be the only option that would be automatic.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Yeah, no problem, [PII], is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, thank you. I'll be calling you have a great day.
[CUSTOMER][NEUTRAL] Bye.