AccountId: 011433970860
ContactId: a47fdc21-a74c-4b22-ab58-1c474731f772
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 699979 ms
Total Talk Time (AGENT): 142693 ms
Total Talk Time (CUSTOMER): 190388 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a47fdc21-a74c-4b22-ab58-1c474731f772_20250624T16:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Applegate. Um, man, I, I had called. I've been on the phone over an hour waiting for somebody and I'm hopefully you can help me. So I went on last night to the um website and created the new log in and went to print off my bill on knowing that you had to make a payment like right down or schedule a payment to be made.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then I realized after I mean it was like OK, the account number that's a you know with that that it gave me was the um.
[CUSTOMER][NEUTRAL] Right, like it is definitely our account, but it, it's the wrong checking account and so I'm wondering if I can stop that payment and change the account number so when it comes out it can come out to the right account that I need it to come out.
[AGENT][NEUTRAL] OK, so when you submitted the invoice, it just went to the wrong um account um banking account number. OK. um.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEGATIVE] Right, and I don't even see now where you can go in and like correct it or set, you know what I'm saying? I don't.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I can check and see how we can do that. Um, Miss [PII], may I have the group number and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Absolutely, so um the group number is 17907.
[CUSTOMER][NEUTRAL] And my call back number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII] me.
[AGENT][NEUTRAL] OK, what's the name and the address of the group?
[CUSTOMER][NEUTRAL] So the name is Applegate and the um address is [PII].
[AGENT][NEUTRAL] Thank you. OK, let me go ahead and get what we're billing and see what we can do about stopping that ACH, OK? Um, do you mind holding for me? Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not at all, thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Ms. [PII]. Um, are you, are you right now in front of the computer in the website or no? Yeah, OK, she's OK, so I talked to the billing department and they say they will reopen it. Do you see under the open invoices?
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Uh, so let me go to um.
[CUSTOMER][NEUTRAL] My group, let me go to invoicing.
[CUSTOMER][NEUTRAL] Thinking.
[AGENT][POSITIVE] You're welcome. OK.
[CUSTOMER][NEGATIVE] This new site is terrible just so you know.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] If you haven't heard of yet.
[AGENT][NEUTRAL] I have many, many times.
[CUSTOMER][NEUTRAL] It's like, God, OK, let's see, it's uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Please review and submit invoicing so I do see that the that that it is back there. So, OK, perfect. So now we'll let me then put in the account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And change like what account I want it to come from.
[AGENT][NEUTRAL] Yes, if you need to change the ACH.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Instructions so I can try to get there.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] One day we will know all this by heart.
[CUSTOMER][NEGATIVE] Boy, I feel so bad for you guys.
[AGENT][NEUTRAL] You know.
[AGENT][NEUTRAL] I know it's been, it's been a day. It's been, it's been a month since we started on this. OK, uh, let's see. OK, so let me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See where is ACH.
[AGENT][NEUTRAL] Payment methods enter the request information, click add. OK, so click add a new payment method, but where is it at? OK, I think you have to go to your profile.
[AGENT][NEUTRAL] And then under your profile, you're gonna see where it says save payment method and you're gonna click on add payment method.
[CUSTOMER][NEUTRAL] I'm under group details under my group.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] To see our broker and I see.
[CUSTOMER][NEUTRAL] Like meddlings benefits with payments um let's see if I go to invoicing it shows me the invoicing, I go to the tab with the employees.
[CUSTOMER][NEUTRAL] Then it shows me the employees.
[AGENT][NEUTRAL] No, are you under profile?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, I'm uh so you have a you have the dashboard?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My group resource center manage users and help.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, you're gonna go to the corner right you're gonna see an initial in a little box.
[CUSTOMER][NEUTRAL] Oh, OK, then click on profile OK.
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, so delete this payment method.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Add a payment method.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I think I'm there thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's good thank you.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Great, good luck.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[AGENT][NEUTRAL] Bye.