AccountId: 011433970860
ContactId: 9febc5d8-8c80-4298-9fd3-f9e5e7558d68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358540 ms
Total Talk Time (AGENT): 145205 ms
Total Talk Time (CUSTOMER): 142776 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/9febc5d8-8c80-4298-9fd3-f9e5e7558d68_20250102T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] with the care team.
[CUSTOMER][NEUTRAL] Hey, um, I am sorry I cannot type and think clearly. I have Mr. [PII] on the line. He's calling about group 887, and I should say that again, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I verified all his information. He is calling to make a payment over the phone, and I have already gone ahead and emailed him out the group admin user guide about making payments, um, online and the bank flyer for group payments if he wants to set up an ACH so I did send those his way and then he's calling to do it over the phone this time, but I think he's hoping to not have to do it over the phone after today.
[AGENT][NEUTRAL] And he's wanting to pay by credit card?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. Um, and you said it's 80087. What was his name?
[CUSTOMER][NEUTRAL] Yes, his name is [PII] and I verified all his information.
[AGENT][NEUTRAL] And the the number on the screen, the number he's calling from, is that the call back number?
[CUSTOMER][POSITIVE] Yes, yes, correct.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And let me just get this pulled up on there. Let's see.
[AGENT][POSITIVE] All right, come on. OK. All right, I'm ready for him whenever you are.
[CUSTOMER][POSITIVE] Alright perfect I will introduce you and you said I'm so sorry you said your name [PII] thank you OK thanks one sec.
[AGENT][NEUTRAL] [PII], [PII]. No problem.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII]. Are you still there with us?
[CUSTOMER][POSITIVE] Yes I am. Hey, I really appreciate your patience. I have [PII] on the line she's with our billing department and she's gonna be able to help you process that payment for today.
[CUSTOMER][POSITIVE] Awesome thank you very much. My pleasure thank you bye bye.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hi Mr. [PII], this is [PII]. So I'm understanding you're wanting to pay the most recent um open invoice for your group.
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] I have the amount of $241.61.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I was asking um that you guys don't do recurring charges on this where I can just set it up and.
[CUSTOMER][NEUTRAL] Or possibly just.
[AGENT][NEGATIVE] Unfortunately, we don't have.
[AGENT][NEUTRAL] Yeah, I apologize. Uh unfortunately we don't have auto draft, but that is something since it looks like your uh bills are pretty consistent, you don't have a whole lot of um.
[AGENT][NEUTRAL] Changes in your policies whether it's you know new policies or terming old ones since it's the same amount you could set that up with your bank to auto draft um however at this time we don't offer an auto draft coming from us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh I see I can automatically set it up with my bank to have it sent to you.
[AGENT][NEUTRAL] Yes sir, you can do that and the information that she sent you uh on payments the payment flyer, it should have the information on there that you need to set that up.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have
[AGENT][NEUTRAL] Uh, let's see, January.
[AGENT][NEUTRAL] Alright, so I have the amount of $241.61 ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And the expiration?
[CUSTOMER][NEUTRAL] The situation is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The security code on the back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the, oh well, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It's telling me that's an invalid code. Hm.
[CUSTOMER][NEUTRAL] I, I think it's the one in the front that you need. It's [PII].
[AGENT][NEUTRAL] [PII]. I apologize.
[CUSTOMER][NEUTRAL] It's American Express, yeah, American Express, I think uses the ones up front.
[AGENT][NEUTRAL] Yes sir, they do a little bit differently, don't they?
[AGENT][NEUTRAL] Um, can I get the billing zip code for that card?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Alright, once I get this payment processed I can give you an authorization number. Let's see.
[CUSTOMER][NEUTRAL] Send you the confirmation.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] Oh, well,
[AGENT][NEUTRAL] Taking a minute for my screen to load. I apologize. OK, here we go. The authorization number I have is 268.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 319
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can also send a receipt via email if you would like.
[CUSTOMER][POSITIVE] No, I appreciate that.
[AGENT][NEUTRAL] All right. What's that email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Would you spell [PII] just for, just to make sure I have that correct.
[CUSTOMER][NEUTRAL] Uh yeah, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. All right, that should be coming your way. Was there anything else I could help you with while we're on the phone?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright awesome.
[CUSTOMER][POSITIVE] That's it for today. Have a great year. All right?
[AGENT][POSITIVE] All right, thank you, Mr. [PII], you as well. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too bye bye. Thank you.
[AGENT][NEUTRAL] Bye-bye.