AccountId: 011433970860
ContactId: 9ca4d239-a80b-4ffc-94b4-b0091a8a445e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256920 ms
Total Talk Time (AGENT): 126598 ms
Total Talk Time (CUSTOMER): 106443 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/9ca4d239-a80b-4ffc-94b4-b0091a8a445e_20250408T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a group admin on the other line. She was trying to make a payment on the online service center, but she said it's not working for us, so she wanted to make the payment over the phone with us.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 80099.
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, airo.
[AGENT][NEUTRAL] OK, you can send them to me.
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Yes. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you very much. You're welcome.
[AGENT][NEUTRAL] Hey, [PII], like she said my name is [PII] and I'll be assisting you today. Um, she said that you were having trouble making a payment online, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, when I go to my billing, uh, it tells me that I don't have, you have not submitted invoices, and I have an invoice that came through the mail that it was, is due on [PII]. So I don't see it on my, on my.
[AGENT][NEUTRAL] What's that invoice number?
[CUSTOMER][NEUTRAL] And then it's uh 0006386408.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, well Ms. [PII], that's already been paid. It got paid and processed on [PII], so you don't have any outstanding invoices.
[CUSTOMER][NEUTRAL] OK, so, uh, when will my invoice will be due to pay? When will I see it again in here?
[AGENT][NEUTRAL] Um, let me check on that for you. Hang on one second.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, the April invoice will not generate until, um, the, uh, until closer to the end of this month.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So it won't, it won't generate until around [PII] or so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or so, and that will have a due date of May then?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. So I don't have to worry about this month until I receive the other one.
[AGENT][NEUTRAL] Yes ma'am and um and it's it's just you're receiving the um the paper invoice uh several days after um the invoice actually generated so it's just it's mail is taking longer to get there but the group um y'all are set up to not receive the paper invoices any longer so you shouldn't receive another paper invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you will, you will send me a notice when the, the voice is ready for me to pay it?
[AGENT][NEUTRAL] Yes, ma'am, so the email, um, the email that will um go out will go to um.
[CUSTOMER][NEUTRAL] Through my email.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You don't have the, can I add another email to that to, to get the invoices or not?
[AGENT][NEUTRAL] Um, he would have to contact us through email to, uh, for us to change that, uh, primary email.
[CUSTOMER][NEUTRAL] OK, so I will, so I will, uh, I will let him know to send it to me. Now, is there a way I can set this for like uh automatic payment or not?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, what can happen is we do have the ACH, um, option, um, but he would have to email us and request that information from us and so, um, then what would happen is you would take our bank information and set it up with with yours and y'all would have to initiate that on y'all's end each month we don't do any kind of bank draft at the group level.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK. OK. Thank you very much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] OK